Service Level Agreement

This Service Level Agreement ("SLA") sets out the response times, support hours, and remedies that apply to active engagements with Backlink Hut. It supplements — but does not replace — our Terms of Service.

Effective date: 2026-05-21.

This SLA applies to:

• Growth-tier and above monthly retainer clients (฿45,000 / mo and above) — full coverage as set out below.
• Enterprise project clients under a signed statement of work — coverage as described in this SLA unless the statement of work specifies otherwise.
• Starter-tier retainer clients and one-off shop-product purchasers receive best-effort response times only; the formal response-time commitments in this SLA do not apply.

The SLA is included at no additional cost for the tiers above. There is no separate "premium SLA" upsell.

Our team works Monday through Friday, 09:00–18:00 Indochina Time (ICT, UTC+7), excluding Thai public holidays. Public holidays are published annually on the Bank of Thailand calendar; we publish our own observed dates each January on our /about page.

Outside support hours we are not actively monitoring channels. Critical-severity issues (see Section 5) are addressed on a best-effort basis after-hours where the on-call team member is reachable.

| Channel | First-response target (business hours) | After-hours target | |---|---|---| | WhatsApp | 30 minutes | Next business day | | LINE | 30 minutes | Next business day | | Phone (+66 87 773 7715) | Immediate (live answer or callback within 30 min) | Voicemail; returned next business day | | Email (service@backlinkhut.com) | 4 hours | Next business day | | Quote request form (/quote-request) | 2 hours | Next business day |

"First response" means a human reply that acknowledges the issue and either resolves it or sets out next steps and a target resolution time. It does not mean the issue is fully resolved at first response.

Once a first response is sent, the team commits to the following resolution targets:

| Severity | Definition | Target resolution | |---|---|---| | Critical (S1) | Client's production website is fully down, or a deployed campaign is causing material financial loss every hour | 4 business hours | | High (S2) | Major feature broken, ranking drop attributable to our work, ads serving incorrectly | 1 business day | | Medium (S3) | Issue affects a single page, deliverable, or report; workaround exists | 3 business days | | Low (S4) | Cosmetic issue, scope clarification, scheduling question | 5 business days |

If we believe a resolution will exceed the target, we proactively notify you with revised timing and the reason.

For WordPress development and e-commerce clients on a retainer that includes hosting management, we target 99.5% monthly uptime measured by an external monitoring service (UptimeRobot or equivalent). This excludes:

• Scheduled maintenance windows announced at least 72 hours in advance.
• Outages caused by the upstream hosting provider, CDN, DNS provider, or third-party services beyond our reasonable control.
• Outages caused by client-installed plugins, theme conflicts, or content changes we did not approve.
• Force-majeure events as defined in our Terms.

Routine maintenance is scheduled for Sunday 02:00–06:00 ICT. Emergency security maintenance may occur outside this window without notice; we make best efforts to give 24 hours' notice for any maintenance affecting production.

• Monthly status report for all retainer clients — delivered by the 5th business day of each month, summarizing the prior month's work, results against targets, and the plan for the current month.
• Quarterly review call for Growth-tier and above — a 45-minute video or LINE call covering ranking, traffic, conversion, and roadmap.
• Ad-hoc updates by WhatsApp or LINE during active campaigns.

If we fail to meet a first-response target or a resolution target through our own fault — not because of force majeure, third-party outage, or delayed client input — the following remedies apply:

• Single missed target in a month — we acknowledge the miss in the monthly report and explain the cause.
• Two or more missed targets in the same month — service credit equal to 10% of that month's retainer fee, applied to the following month's invoice.
• Sustained pattern (three months in a row) — service credit of 25% of that month's retainer fee, plus an in-person review meeting at our Pattaya office to address the underlying cause.

Service credits are not paid as cash refunds. They reduce future invoices.

This SLA does not apply, and no service credit is owed, in the following cases:

• Delays caused by missing or incorrect information from you that we have requested in writing.
• Issues with services not covered by your active retainer (out-of-scope requests).
• Outages or failures of third-party platforms (Google, Meta, LINE, WhatsApp, payment processors).
• Force-majeure events as defined in our Terms.
• Periods during which your account is past due on payment.

This SLA is reviewed annually. Material changes are notified to active clients by email at least 30 days in advance.

Email service@backlinkhut.com. Active retainer clients can also reach the lead consultant on the dedicated WhatsApp / LINE thread set up at engagement start.