Service Level Statement

This Service Level Statement outlines the standards, expectations, and limitations associated with the services delivered by OM Digital LLC. This document applies to all consulting, development, cloud optimization, monitoring, design, digital strategy, and subscription-based services provided by OM Digital LLC.

This is not a legally binding Service Level Agreement (SLA) unless explicitly incorporated into a separate contract. It is a transparent overview of how we operate, what clients can expect, and what conditions may affect delivery.

1. Our Commitment to Quality

OM Digital LLC is committed to delivering high-quality digital services with a strong emphasis on reliability, professionalism, and transparent communication.

We strive to:

• Provide accurate, actionable consulting insights
• Deliver robust, secure, and well-tested development solutions
• Ensure timely communication and updates
• Maintain industry-standard security and best practices
• Support clients efficiently throughout each engagement

While we aim for excellence, certain aspects of service delivery may depend on external factors beyond our control.

2. Service Availability

Our digital services, communication channels, and support availability operate as follows:

3. Response Times

Response times may vary depending on the nature and urgency of the request.

Typical response expectations:

• General inquiries: 24 to 48 hours
• Project communication: 24 hours during active engagements
• Technical issues affecting deliverables: prioritized response
• Subscription service alerts: acknowledged within reasonable timeframes

These timelines may shift depending on workload, time zones, and complexity.

4. Project Delivery Standards

We follow structured workflows to ensure consistent quality across all projects:

• Discovery and requirements gathering
• Planning and technical architecture design
• Development and implementation
• Testing and quality assurance
• Revisions and refinement
• Final delivery and documentation

Timelines depend on:

• Scope and complexity
• Client responsiveness
• Third-party dependencies
• Availability of required information

We make reasonable efforts to meet estimated timelines, but they are not guaranteed unless explicitly stated in a signed contract.

5. Performance Standards

OM Digital LLC follows best practices to ensure optimal performance for delivered solutions, including:

• Clean, scalable code
• Efficient data structures
• Optimized page load performance (when applicable)
• Secure configuration of cloud and backend systems
• Industry-standard SEO technical implementation

However, performance results may vary based on:

• Hosting provider limitations
• Third-party software
• User configuration changes
• Internet traffic and global network conditions
• Client-side devices and browsers

6. Security Standards

We implement strong security measures, including:

• SSL/TLS encryption
• Secure coding practices
• Access control restrictions
• Server and cloud environment hardening
• Regular scanning of relevant systems
• Secure handling of client credentials
• Monitoring and logging of suspicious activity

Security is a shared responsibility. Clients must follow safe practices, including proper credential management, secure hosting, and avoiding unsafe plugin or software installations.

7. Monitoring and Reporting (Subscription Services)

For Website Health Monitor and Content & SEO Support:

• Daily uptime checks
• Broken link detection
• Basic security scanning
• Monthly analytics and performance reports
• SEO insights and keyword monitoring
• Content recommendations or creation (depending on subscription tier)

Limitations:

• Automated tools cannot detect all issues
• Reports reflect the data available at the time of scan
• We do not provide emergency response or incident remediation unless agreed separately

8. Support Scope

Standard support includes:

• Clarification of deliverables
• Technical guidance related to work we performed
• Minor post-delivery adjustments within the agreed scope
• Troubleshooting issues directly related to our deliverables

Support does not include:

• Ongoing maintenance not covered by a plan
• Fixing changes made by the client or third parties
• Issues caused by hosting, plugins, APIs, or external systems
• Major revisions or redesigns
• Training outside the project scope

Additional support can be arranged at an agreed hourly or project-based rate.

9. Client Responsibilities

To ensure effective service delivery, clients must:

• Provide accurate and complete information
• Respond to communication promptly
• Supply access credentials when required
• Ensure legal rights to all materials provided
• Maintain secure systems and hosting environments
• Avoid making changes that conflict with our implementations

Delays, misconfigurations, or missing information may impact timelines and deliverables.

10. Third-Party Dependencies

Many services rely on external platforms, such as:

• AWS, Azure, GCP
• CMS systems
• Analytics platforms
• Payment processors
• APIs and integrations
• Uptime monitoring tools
• SEO data providers

OM Digital LLC is not responsible for:

• Outages or downtime
• Rate limit restrictions
• API failures
• Policy or pricing changes
• Security incidents originating from third-party services
• Data inaccuracies or reporting limitations

We will make reasonable efforts to work around third-party issues but cannot guarantee their performance.

11. Change Requests

Clients may request changes or additions at any time.

Changes outside the original scope may require a new quote, timeline adjustment, or additional fees.

We will always communicate changes clearly and obtain approval before proceeding.

12. Warranty Period (Limited)

For development and implementation projects, a limited warranty period may apply, typically covering:

• Bug fixes directly related to deliverables
• Corrections of technical issues within original scope

Warranty does not cover:

• New feature requests
• Client-side changes after delivery
• Third-party conflicts
• Hosting issues
• Performance degradation due to external causes

Warranty terms vary by project and will be specified in the project agreement.

13. Limitations of Service Level

While we strive for reliability and quality, no service can be guaranteed to be uninterrupted, error-free, or immune to unexpected events.

Service levels may be affected by:

• Internet outages
• Third-party failures
• Security threats
• Force majeure events
• Client-side misconfigurations

OM Digital LLC is not liable for damages arising from these limitations.

14. Updates to This Service Level Statement

We may update this document periodically to reflect:

• New services
• Operational changes
• Industry standards
• Legal requirements

The Effective Date indicates the most recent revision.

15. Contact Information

For questions or support regarding service levels, contact: