Falls Technology Group, LLC provides a number of different Service Level Agreements that apply to various services that we offer. These SLAs are put in place as a guarantee of service levels provided by our organization, and as a show of commitment to our clients.
Last Updated: May 12th, 2025
Applies To:
Falls Technology Group, LLC (“we”, “our”, or “FTG”) is committed to delivering high-quality hosting services to our clients (“you”, “your”, or “Customer”). This Service Level Agreement (“SLA”) outlines the guaranteed uptime commitment and the remedies available should we fail to meet that commitment.
Falls Technology Group, LLC guarantees a 99.9% network uptime for all hosting services on a monthly basis. This means that we ensure our hosting infrastructure will be available and accessible at least 99.9% of the time during each calendar month, excluding scheduled maintenance and events outside our control (as outlined below).
If we fail to meet the 99.9% uptime guarantee in a given calendar month, you may be eligible for a service credit as outlined below:
| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% – 99.89% | 10% of monthly hosting fee |
| 95.0% – 98.99% | 25% of monthly hosting fee |
| Below 95.0% | 50% of monthly hosting fee |
To receive a credit, you must submit a written request to [email protected] within 15 days of the incident. The request must include relevant dates and any supporting evidence of downtime.
The following events are excluded from the uptime calculation:
Scheduled maintenance with at least 24 hours notice
Emergency maintenance (critical patches or fixes)
Downtime caused by:
Your own software, code, or applications
Third-party services or networks
Cyberattacks, hacking attempts, or force majeure events (e.g., natural disasters, war)
DNS propagation or configuration errors outside our control
We may occasionally need to perform maintenance to ensure optimal performance and security. We will notify clients at least 24 hours in advance of any planned maintenance that may affect uptime.
Uptime is measured using internal and external monitoring tools that track network availability. Measurements are based on server availability and network accessibility from multiple external locations.
The service credits described above are the sole and exclusive remedy for any failure to meet the uptime guarantee. Falls Technology Group, LLC’s total liability for any claims under this SLA shall not exceed the total monthly hosting fees paid by the client for the affected month.
Falls Technology Group, LLC reserves the right to modify this SLA at any time. Any changes will be posted to our website and will take effect immediately upon publication.
If you have any questions about this SLA, please contact us at:
📧 Email: [email protected]
📞 Phone: (605) 501-6060
📍 Address: 5427 West 57th Street, #6, Sioux Falls, SD 57106
Last Updated: May 12th, 2025
Applies To:
At Falls Technology Group, LLC (“FTG”), we aim to deliver high-quality, responsive website design support for all our Managed Design clients. This SLA outlines the types of design changes we handle, estimated turnaround times, and expectations around service delivery.
Clients subscribed to our Managed Design plans receive prioritized support for a variety of website content and layout changes. All requests can be submitted via our online form, or via email to [email protected].
Upon receipt, you will receive an acknowledgment email confirming that your request has been logged. We will review your submission and follow up if clarification is needed.
| Request Type | Description | Estimated Turnaround |
|---|---|---|
| Copy Updates | Changing text, names, dates, or numerical info. | Same Business Day |
| Image Updates | Adding/replacing images, cropping, optimizing, or updating alt text. | Same Business Day |
| Minor Layout Updates | Adjusting a single section’s layout or element order. | Same Business Day |
| Major Layout Updates | Reworking an entire page layout or structure. | 1–3 Business Days |
| Blog Post Uploads | Uploading provided content to a blog or events page. | Same Business Day |
| Blog Reformatting | Adjusting layout or formatting of existing blog content. | Same Business Day |
| Navigation Changes | Updating menu links or navigation structures. | Next Business Day |
| Landing Pages & Funnels | Designing or restructuring campaign pages for conversions. | 2–5 Business Days |
| Marketing Tool Integration | Embedding forms, CRMs, or third-party tools (e.g., Google Analytics). | 2–5 Business Days |
| Theme & Styling Updates | Broad visual changes (colors, fonts, branding consistency). | 5–10 Business Days |
⏱️ These are goal turnaround times based on standard workloads. Complex projects or incomplete submissions may require additional time. We will notify you if a delay is expected.6
The following are not included in standard Managed Design support and may require custom project scoping or separate billing:
Custom development (e.g., custom plugins, integrations requiring development time)
Advanced SEO overhauls or audits
E-commerce product or catalog management
Brand strategy or design from scratch (logos, branding kits, etc.)
Content writing or copywriting not provided by client
To ensure quick and efficient turnaround:
Submit clear and detailed requests, including any required copy, images, and instructions.
Respond promptly to clarification questions from our team.
Ensure submitted content is final and approved to avoid rework delays.
FTG reserves the right to update this SLA as needed. Clients will be notified of any significant changes, and the latest version will always be available on our website.
If you have any questions about this SLA, please contact us at:
📧 Email: [email protected]
📞 Phone: (605) 501-6060
📍 Address: 5427 West 57th Street, #6, Sioux Falls, SD 57106
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