Service Level Agreement (SLA)
Effective date: 21 December 2025
This Service Level Agreement (SLA) governs the provision of website design, development, and related digital services by X3WEB to the client. By requesting, paying for, or using X3WEB services, the client agrees to the terms of this SLA.
If there is any conflict between this SLA and a signed proposal, invoice, or written agreement issued by X3WEB, the signed document or invoice scope shall take precedence.
X3WEB will consult with the client to determine website requirements, specifications, and scope.
Once scope is agreed, X3WEB will issue an invoice outlining:
Services to be provided
Website type (for example: 1-page, 5-page, e-commerce, booking, membership)
Included deliverables and limits (pages, features, integrations)
Explicit exclusions (items not included unless quoted separately)
Project scheduling and work allocation begin once payment is received, unless otherwise agreed in writing.
Where a deposit structure applies, work begins after the required deposit is received and confirmed.
Payment confirms acceptance of the invoice scope and this SLA.
After payment, X3WEB will provide the client with a questionnaire and any additional required documentation.
The client must return completed inputs within 7 days.
If inputs are delayed, X3WEB may:
Pause the project, and/or
Proceed using available information and reasonable assumptions aligned with the invoice scope, and/or
Reschedule the project based on workload and capacity
For e-commerce websites, the client will receive:
A questionnaire, and
A product or content spreadsheet (or equivalent structured format)
X3WEB will build strictly according to the information provided.
No more pages, products, categories, or variations will be built beyond the agreed scope.
Any additional requirements will be quoted and invoiced separately.
The client is responsible for ensuring the accuracy and completeness of all supplied information, including:
Business and contact details
Service descriptions and pricing
Policies (refunds, privacy, shipping, cancellations)
Brand assets (logos, colours, fonts, images)
Legal or regulatory content specific to the client’s industry or jurisdiction
X3WEB is not responsible for errors or omissions resulting from incorrect or incomplete client-provided information.
The client must provide design direction or examples prior to design execution.
X3WEB will interpret and apply design direction reasonably within the constraints of the selected platform, theme, and build method.
One (1) revision round is included unless otherwise stated in the invoice.
Revisions must be submitted as a single consolidated list with clear instructions.
Requests outside the agreed scope will require a separate quote and invoice.
Lead times are estimates and assume:
Payment has been received
All client inputs are provided on time
No scope changes occur
No third-party delays
Typical delivery targets:
1-page website: 7 days
5-page website: 8 days
10-page website: 10 days
E-commerce / booking / membership: 12 days
Delays may occur due to client input delays, scope changes, third-party dependencies, or workload capacity.
X3WEB will deliver only what is explicitly included in the invoice and questionnaire.
Any out-of-scope requests will be treated as additional billable work.
X3WEB does not guarantee:
Google rankings
SEO performance
Traffic, leads, or sales
Advertising or campaign results
Website performance depends on factors beyond X3WEB’s control, including competition, content quality, budgets, and market conditions.
After delivery, the client has 7 days to submit revision feedback.
If feedback is not provided within this window:
Included revisions may expire
Additional changes may be billed separately
The client is responsible for reviewing the website for:
Spelling and grammar
Contact and pricing details
Links and downloads
Images and branding
Legal and policy content
X3WEB is not responsible for issues not reported during the review window.
Communication will take place via approved channels such as email, WhatsApp, or support systems.
Response times depend on workload and request urgency. Priority requests may require additional fees.
Both parties may share confidential information during the course of the project. Confidential information includes non-public business, technical, financial, or operational information disclosed for the purpose of the project.
Each party agrees to:
Use confidential information solely for the project
Not disclose confidential information to third parties without consent
Apply reasonable safeguards to protect confidential information
Confidential information does not include information that:
Is publicly available without breach
Was known prior to disclosure
Is independently developed
Is required by law to be disclosed
Each party retains ownership of their pre-existing intellectual property.
Website deliverables are governed by the invoice or service agreement.
No party gains ownership of the other party’s general tools, frameworks, methods, or know-how.
Confidentiality obligations remain in effect during the project and for three (3) years after project completion.
This SLA is governed by the laws of the Republic of South Africa.
X3WEB
Call / WhatsApp: 068 906 3369
Email: support@x3web.co.za
By engaging X3WEB services, the client confirms acceptance of this Service Level Agreement.
