This Service Level Agreement (“SLA”) outlines the standards, expectations, and delivery terms for clients who have purchased the Binge Island: Max package. By purchasing this service, you agree to these terms.
If you’re unsure how this SLA compares to our standard packages, see:
Binge Island: Enterprise vs. One
Binge Island: Core – SLA
1. Scope of Service
The Binge Island: Max package includes:
- Full custom website development (for advanced use cases like eCommerce, LMS, membership portals, and knowledge centres)
- Payment and booking systems (where applicable)
- Strategy, design, development, and deployment
- Up to two revision cycles post-initial draft
- Monthly content updates (up to 4 minor edits/month)
- Hosting, maintenance, and security for 12 months
2. Delivery Time
We commit to delivering your site within 20 working days from the day all required content and approvals are submitted.
Required content includes:
- Finalised web copy for all pages
- Brand assets, images, videos, and product/course info
- Any necessary platform credentials
- Documentation for custom features (if needed)
The 20-day clock only begins once all required materials are submitted and approved.
3. Revision Policy
Your Max package includes:
- Two rounds of revisions following the initial draft
- Revisions must be submitted within 3 business days of receiving your draft
Additional revision rounds or requests outside scope may require a formal change order and additional fees.
4. Support & Maintenance
During your 12-month term, your Max subscription includes:
- Website hosting and backend maintenance
- Security patches and performance monitoring
- Uptime monitoring with a 99.9% uptime guarantee
- Monthly updates (up to 4 minor content changes/month)
- Access to priority support via our contact form
Support hours: Monday to Friday, 9AM – 5PM GMT-5
5. Uptime Guarantee
We guarantee 99.9% uptime, excluding:
- Scheduled maintenance (24-hour notice provided)
- Downtime caused by third-party services
- Force majeure events beyond our control
6. Response Times
| Request Type | Response Time | Resolution Time |
|---|---|---|
| General Inquiries | Within 1 business day | – |
| Technical Issues | Within 1 business day | 1–3 business days |
| Content Edits (Minor) | Within 1 business day | Completed in 3 business days |
| Emergency Downtime | Immediate (24/7 alert monitoring) | As soon as technically feasible |
7. Client Responsibilities
To uphold this SLA, you must:
- Submit all required content within 7 days of purchase
- Respond to communication within 3 business days
- Provide approvals for designs and revisions promptly
- Comply with all usage and content policies in our Terms of Service
Delays on your side may result in project delays without penalty to us.
8. Exclusions
This SLA does not cover:
- Custom development outside of agreed scope
- Design or branding work not listed in your proposal
- Copywriting or content strategy beyond your onboarding scope
- Downtime caused by domain registrars, payment gateways, or other external platforms
9. Missed Delivery Targets
If we miss the 20-working-day delivery timeline and the delay is not caused by you, we will work with you to offer:
- Expedited updates or project catch-up
- Bonus features (where feasible)
- Account credit for future services
No refunds will be issued. See our Refund Policy for more information.
10. Support Escalation
For urgent matters or concerns related to SLA breaches, please contact us directly at: bingeisland.com/contact
Our team will prioritise the issue and follow up within 1 business day.
