Service Level Agreement (SLA)

This SLA applies to all services provided by Mirpur Web IT, including but not limited to:

• Website Design & Development (WordPress, Laravel, Custom)
• Landing Page Design
• E-Commerce Solutions
• Facebook & Meta Ads Management
• Facebook Dollar Support
• Search Engine Optimization (SEO)
• Graphic Design
• Video Editing
• Custom Plugin Development
• Website Maintenance & Support

Full service details are available at: www.mirpurwebit.com/services

• Standard Support: Saturday – Thursday, 10:00 AM – 8:00 PM (Bangladesh Standard Time)
• Emergency Support: Available 24/7 via AI Support Agent on WhatsApp (Human support available during standard hours only)
• Friday & Public Holidays: Limited support — responses may be delayed

• General Inquiry: Within 12 hours (business hours)
• Project Status Update: Within 24 hours
• Emergency (Site Down): Within 2–4 hours via WhatsApp
• Bug Fix / Issue: Within 2 business days (may vary based on bug complexity)
• Revision Request: Acknowledged within 12 hours, completed within 1–3 business days

Delivery timelines vary by service type and project complexity. General estimates are as follows:

• Landing Page: 2 – 5 business days
• Corporate Website: 7 – 15 business days
• E-Commerce Website: 15 – 30 business days
• Custom Plugin/Software: 10 – 30 business days (as mutually agreed)
• Facebook Ads Setup: 1 – 2 business days
• Graphic Design: 1 – 3 business days
• Video Editing: 2 – 5 business days

All timelines are calculated from the date work officially begins (after advance payment and receipt of required materials from the client).

• Each project includes up to 3 free revisions
• All revision requests must be submitted in writing via WhatsApp or email
• Additional revisions beyond 3 will be charged at an agreed rate
• Revisions must be within the original project scope

Mirpur Web IT provides 1 (one) month of free post-delivery support, which includes:

• Bug fixes related to our delivered work
• Minor adjustments within the original scope
• Technical guidance on using delivered features

This free support does NOT cover:

• New features or additional work outside the original scope
• Issues caused by third-party plugins, hosting, or updates
• Issues caused by unauthorized client modifications
• Domain, hosting, or third-party service management

After the 1-month period, ongoing support is available under a separate maintenance package.

We commit to:

• Delivering quality work as per the agreed scope
• Providing regular project updates throughout development
• Maintaining strict confidentiality of all client data
• Responding to queries within the committed timeframes
• Being professional and respectful in all communications
• Informing the client immediately of any delays

The client agrees to:

• Make payments on time as per the agreed schedule
• Provide all required content, assets, and approvals in a timely manner
• Respond to queries and feedback requests promptly
• Avoid unauthorized modifications to delivered work during the support period
• Communicate professionally and respectfully
• Ensure all provided content complies with applicable laws and platform policies

Mirpur Web IT reserves the right to suspend or terminate services in the following cases:

• Non-payment of agreed fees
• Client provides illegal or policy-violating content
• Client engages in abusive or unprofessional behavior
• Violation of these Terms & Conditions

If either party fails to meet the commitments outlined in this SLA:

• The aggrieved party must notify the other in writing
• Both parties will attempt to resolve the issue amicably within 5 business days
• If unresolved, the matter will be handled under the laws of Bangladesh (Dhaka jurisdiction)

Mirpur Web IT may update this SLA at any time. Clients will be notified of material changes. Continued use of our services after updates constitutes acceptance.