This Service Level Agreement (“SLA”) outlines the service standards, responsibilities, and support commitments provided by BRIGHTEDGE TECH SERVICES LTD to its clients.
This agreement defines the level of service clients can expect when engaging our technical and digital services.
1. Company Overview
BRIGHTEDGE TECH SERVICES LTD provides professional digital and technical services globally, including:
Search Engine Optimization (SEO)
Digital Marketing
Web Development
Social Media Management
Customer Support Services
3D Video Production
Our goal is to provide reliable, professional, and high-quality services to businesses worldwide.
2. Service Availability
We aim to maintain consistent service delivery and communication throughout the duration of client projects.
Standard Business Hours
Monday – Friday 9:00 AM – 6:00 PM (UK Time)
Support requests submitted outside these hours will be handled on the next working day.
3. Client Support Response Time
We aim to respond to client inquiries within the following timeframes:
Request Type
Response Time
General Inquiry
Within 24 hours
Technical Issue
Within 12–24 hours
Urgent Issue
Within 6–12 hours
Response time refers to initial acknowledgement, not full resolution.
4. Service Delivery Standards
The delivery of services depends on the scope of work agreed with the client.
Typical service delivery timelines:
Service
Typical Timeline
Website Development
1–6 weeks depending on complexity
SEO Campaign Setup
7–14 days
Digital Marketing Campaign
5–10 days setup
Social Media Management
Monthly ongoing service
3D Video Production
2–5 weeks
Customer Support Services
Based on client contract
Exact timelines may vary depending on project requirements.
5. Client Responsibilities
Clients are expected to:
• Provide accurate project information • Provide necessary content, access, or materials required for project completion • Respond to communication in a timely manner • Approve deliverables within reasonable timeframes
Delays in client responses may affect project timelines.
6. Performance and Results
While we apply industry best practices, BRIGHTEDGE TECH SERVICES LTD does not guarantee specific business results, such as:
Guaranteed search engine rankings
Guaranteed sales or leads
Guaranteed marketing outcomes
Digital marketing results depend on multiple external factors beyond our control.
7. Issue Resolution Process
If a service issue occurs, we follow the following process:
Issue reported by the client
Investigation by our technical team
Identification of root cause
Implementation of solution or workaround
Client notification upon resolution
We aim to resolve most issues within 1–3 business days, depending on complexity.
8. Maintenance and Updates
From time to time, services may require maintenance or updates. Clients will be notified when maintenance activities may affect service delivery.
9. Service Limitations
This SLA does not apply to service interruptions caused by:
Third-party platforms or tools
Client hosting providers
Client-side errors or changes
Internet outages
Force majeure events
10. Confidentiality
All client information, project data, and communication are treated as confidential and will not be shared with unauthorized parties.
11. Agreement Updates
BRIGHTEDGE TECH SERVICES LTD reserves the right to modify this Service Level Agreement at any time. Updated versions will be published on the company website.
12. Contact Information
For service requests or support inquiries, please contact us through our website or official company communication channels.
