1. Introduction

This Service Level Agreement (SLA) is between Theme Hub (“Service Provider”) and [Customer Name] (“Customer”) for the provision of third-party software services, including but not limited to the sale, installation, and support coordination of themes and plugins for WordPress sites. All themes and plugins provided are market-available products obtained under an agency license.

2. Scope of Services

The Service Provider agrees to provide the following services:

1. Product Sales: Sale of licensed themes and plugins for WP Astra, Elegant Themes, WP Look, Rank Math, WP Rocket, Elementor Pro, and similar products, all of which are market-available and provided under an agency license.
2. Installation Services: Installation of purchased themes and plugins on the Customer’s WordPress site using the Customer’s login details.
3. Configuration and Setup: Basic configuration and setup of installed themes and plugins.
4. Support Coordination: Coordination with the original theme and plugin companies for ongoing support and troubleshooting.

3. Service Availability

The Service Provider will ensure the following levels of service availability:

1. Sales and Installation Services: Available 24/7 via the website.
2. Support Coordination Services: Available Monday to Friday, from 9 AM to 6 PM (GMT+5:30).

4. Response and Resolution Times

The Service Provider will respond to and coordinate support-related issues within the following time frames:

1. Initial Response Time: Within 4 hours for all support requests.
2. Resolution Time:
   • High Priority (site down, major functionality broken): Within 8 hours.
   • Medium Priority (non-critical functionality issues): Within 24 hours.
   • Low Priority (general questions, minor issues): Within 48 hours.

5. Customer Responsibilities

The Customer agrees to:

1. Provide accurate and complete login details for the WordPress site where the themes and plugins will be installed.
2. Ensure the WordPress site is in a state suitable for the installation of new themes and plugins (e.g., proper backups, and updated WordPress version).
3. Cooperate with the Service Provider during the installation and support process, including providing timely responses to any queries.

6. Performance Metrics

The Service Provider will measure and report on the following performance metrics:

1. Uptime: The availability of the sales and installation service.
2. Response Time: The average time taken to respond to support requests.
3. Resolution Time: The average time taken to resolve support issues.

7. Security and Data Privacy

The Service Provider will ensure the security and privacy of the Customer’s data by:

1. Using secure methods to collect and store login details.
2. Ensuring that login details are only accessible by authorized personnel.
3. Deleting login details after the installation process is completed unless otherwise requested by the Customer.

8. Term and Termination

This SLA is valid from the date of purchase and remains in effect until terminated by either party. Either party may terminate this SLA with written notice if the other party fails to meet the agreed-upon terms and conditions.

9. Limitation of Liability

The Service Provider’s liability for any breach of this SLA shall be limited to the amount paid by the Customer for the affected service. The Service Provider shall not be liable for any indirect, incidental, or consequential damages.

10. Governing Law

This SLA shall be governed by and construed in accordance with the laws of India.

11. Acceptance

By purchasing services from the Service Provider, the Customer agrees to the terms and conditions outlined in this SLA.

Service Provider

Name: Theme Hub
Signature: __________________________
Date: __________________________

Customer

Name: [Customer Name]
Signature: __________________________
Date: __________________________