This Service Level Agreement (the “SLA”) governs Web Engineering services provided by ELXAO SASU (the “design, build and launch of marketing websites”), purchased either à la carte or as part of a Subscription Package. It supplements the MSA, DPA and NDA. In case of conflict, the MSA prevails except where this SLA states otherwise.
Scope of services
- Discovery, sitemap and content architecture.
- UX wireframing and responsive UI design (desktop, tablet, mobile).
- Front-end and CMS implementation (WordPress, Webflow, Shopify or headless stacks).
- Integration of analytics, consent management, tag manager, forms and basic CRM connectors.
- Accessibility passes targeting WCAG 2.2 AA on key templates.
- Performance optimisation (Core Web Vitals), basic on-page SEO and structured data.
- Pre-launch QA across the main supported browsers/devices and post-launch hyper-care for 14 days.
Deliverables
Sitemap, wireframes, UI design files (Figma), front-end code repository, CMS configuration, page templates, content blocks library, redirection map, launch checklist, hand-over documentation and a recorded admin training session.
Phases & indicative timeline
| Phase | Duration | Output |
|---|---|---|
| 1. Discovery | 1–2 weeks | Brief, sitemap, success metrics |
| 2. UX & UI design | 3–5 weeks | Wireframes, key page designs, design system |
| 3. Build | 4–8 weeks | Staging site, CMS configured, integrations live |
| 4. QA & content load | 2 weeks | QA report, content QA, accessibility & performance audit |
| 5. Launch & hyper-care | 2 weeks post go-live | Production deployment, monitoring, bug fixes |
Acceptance & revisions
Each phase deliverable is submitted for written approval. You have five (5) Working Days to accept or to send a single consolidated round of revisions. Two (2) revision rounds per phase are included; additional rounds are billed at the standard hourly rate. Failing a written response within five (5) Working Days, the deliverable is deemed accepted.
Client responsibilities
- Provide brand assets, copy, imagery and product data within agreed timelines.
- Designate an Authorised Representative empowered to approve designs and content.
- Grant timely admin access to the CMS, DNS, analytics, ad platforms and any third-party integrations.
- Ensure rights and licences for all Client-provided content.
Browser & device support
Latest two stable versions of Chrome, Firefox, Edge and Safari (desktop and iOS). Modern Android devices on Chrome. Legacy browsers (Internet Explorer 11, pre-2020 Safari) are out of scope unless purchased as an extra.
Performance & accessibility targets
On a representative production page, ELXAO targets Lighthouse mobile scores ≥ 85 for Performance, Accessibility and Best Practices, and ≥ 90 for SEO, assuming the Client-provided assets are reasonably optimised. Accessibility is reviewed against WCAG 2.2 AA on the main templates; ELXAO is not responsible for accessibility regressions caused by Client edits after launch.
Hosting, security & maintenance
Hosting, SSL, CDN, malware scanning and ongoing CMS/plugin maintenance are not included by default and may be purchased as add-ons. Pre-launch security hardening, secure forms, secrets management and a launch backup are included.
Change requests & out of scope
Any change to scope, design, content or timeline must be approved in writing through a change request. Out of scope by default: native mobile apps, complex back-office portals, custom illustration, video production, copywriting beyond the agreed wordcount, third-party SaaS licences and ongoing maintenance.
Warranty & post-launch hyper-care
For fourteen (14) days after go-live, ELXAO will fix at no extra cost any reproducible defect in the Deliverables compared to the accepted designs and specifications, except where caused by Client edits, third-party services, or changes to the hosting environment.
IP, confidentiality, governing law
Intellectual property, confidentiality, personal-data protection, liability, force majeure, governing law and jurisdiction are governed by the MSA, the NDA and the DPA.