This Service Level Agreement (SLA) outlines the standard of service you can expect from Mohsin Web's for development, maintenance, and support engagements. Enterprise clients may request a custom SLA with tighter guarantees.

Response Times

• General inquiries: within 1 business day.
• Active project communication: within 24 hours on business days.
• Critical bugs on a live site we manage: acknowledged within 4 business hours, with a fix or mitigation plan within 24–48 hours depending on severity.

Project Delivery

Estimated timelines are provided on each service page and confirmed in writing before work begins. If a delay is expected, we will notify you proactively along with a revised timeline.

Included Support Window

Development projects include 30 days of free post-launch support for bug fixes related to the original agreed scope (see our Acceptable Use Policy for fair-use limits). Extended support and maintenance retainers are available separately.

Uptime (Managed Hosting/Maintenance Clients Only)

For clients on a maintenance retainer where we manage hosting, we target 99.5% monthly uptime, excluding scheduled maintenance windows (which are communicated at least 24 hours in advance) and outages caused by third-party hosting providers outside our control.

Exclusions

This SLA does not cover issues caused by third-party plugins/services not provided by us, client-side content changes, force majeure events, or hosting outside our management.

Escalation

If you feel a response time commitment has been missed, escalate directly to admin@mohsinwebs.com.pk, or in writing to 25-H Gulshan Town, Thokar Niaz Baig, Lahore, Pakistan.