This Service Level Agreement (SLA) outlines the service standards you can expect when you purchase the Binge Island: Core website package. It forms part of the agreement between you (the client) and Binge Island (us).
By proceeding with this service, you agree to the terms described here and in the Binge Island: Core – Terms of Service.
What’s Included
Your Binge Island: Core plan includes:
- A custom website with up to 5 standard pages
- Basic SEO setup and Google Analytics integration
- One revision cycle after delivery
- One year of:
- Hosting on our managed server
- Backend maintenance and security updates
- Up to 2 minor content edits per month
- Technical support via our contact form
To learn more, see How To Get Updates Done After Your Website Build Is Completed.
Project Timeline
Once you’ve submitted your full content package, we’ll deliver your website within 10 business days.
Your content package must include:
- Finalised website copy
- Brand assets (e.g. logo, colours, fonts)
- Any photos or media files you’d like included
- Any additional items we request during onboarding
The 10-day countdown begins only after all required content is received. Delays in submission will delay your project.
Revisions
Your plan includes:
- One round of revisions following your initial website preview
- A 3-business-day window to submit all revision requests
If you miss the revision window or request changes outside the original scope, we may provide a quote for additional work. For more information on how we handle revisions, see What Is The Revision Process?
Support & Maintenance
As long as your plan is active, you’ll receive:
- Secure hosting and uptime monitoring
- Regular backend updates and maintenance
- Two minor updates per month (e.g. text or image changes)
- Support via our contact form, Mon–Fri from 9AM to 5PM (GMT–5)
See: How To Get Updates Done After Your Website Build Is Completed
Uptime Commitment
We guarantee 99.9% uptime for sites hosted on our platform, excluding:
- Scheduled maintenance (with 24-hour notice)
- Issues caused by third-party services (e.g. domain registrars)
- Force majeure events (e.g. internet outages, natural disasters)
Response & Turnaround Times
| Request Type | Standard Response Time |
|---|---|
| General Enquiries | Within 1 business day |
| Technical Issues | Within 1 business day |
| Content Edits | Within 3 business days |
For best results, submit requests through our official support form.
Client Responsibilities
To keep your project on track, you agree to:
- Submit your complete content package within 7 days of purchase
- Respond to messages and requests from our team within 3 business days
Failure to meet these obligations may result in delays or limitations in your support.
What’s Not Covered
This SLA does not cover:
- Advanced features like bookings, payments, memberships, or eCommerce
- Branding, logo design, or professional copywriting
- Custom development or redesigns after project launch
- Issues caused by domain providers or other external platforms
For projects that require advanced features, see: Binge Island: Enterprise vs. One – Which Do You Need?
Missed Deadlines
If we miss the 10-day delivery window and the delay is not caused by you:
- We’ll offer a resolution at our discretion (e.g. bonus feature, service credit)
Note: We do not offer refunds. For details, review our Refund Policy.
Escalation & Support
If something goes wrong or you need to escalate a service-related issue:
- Submit your request through our contact form
- Clearly describe the issue and reference your website name or order number
- We’ll respond within one business day
For full legal coverage, this SLA should be read in combination with our Binge Island: Core – Terms of Service.
