Service Level Agreement (SLA)

Effective Date: July 2025

Provider: Dax Code (daxcode.com), a brand and service operated under Nextvoid Private Limited (nextvoid.com)
Client: As per signed proposal, invoice, or contract

Note: Dax Code is a business unit/brand of Nextvoid Private Limited. All contracts, invoices and legal obligations are fulfilled by Nextvoid Private Limited.

✅ 1. Purpose & Scope

This SLA describes service standards, response times, responsibilities, and limitations for:

• Website & plugin development

• API integration & custom coding

• Design, branding & content services

• Hosting setup, migration & maintenance

• Digital marketing tools, analytics & tracking

• Support & maintenance services

📈 2. Service Commitments

🛡 3. Exclusions

This SLA does not apply if issues are caused by:

• Third‑party services/platforms (e.g., hosting provider outage, payment gateway downtime, WordPress/plugin updates out of our control)

• Client’s own edits, new custom code, or misuse

• Force majeure (natural disasters, internet backbone outages, DDoS attacks beyond reasonable defense)

• Failure by the client to provide required assets, content, or approvals on time

🔧 4. Maintenance & Planned Downtime

• We may perform planned maintenance (e.g., upgrades, migrations).

• Clients will be notified at least 24–48 hours in advance if downtime is expected.

✏️ 5. Change Requests & Revisions

• Standard proposals include a reasonable number of minor revisions.

• If not specified, up to 2 revision rounds are included.

• Major scope changes (new pages, redesign, functional modules) are billed separately.

• Clients must consolidate requested changes before each revision round; split/piecemeal change requests may be treated as extra.

🔒 6. Liability & Credits

• Our total aggregate liability is limited to the fees paid for the specific disputed service.

• Service credits (e.g., extra support time) may be offered at our discretion if SLA commitments are not met.

• No liability for indirect, consequential, or special damages (e.g., lost revenue, data loss).

❗ Service Suspension, Termination & Legal Action

Dax Code (operated under Nextvoid Private Limited) reserves the right to suspend, revoke, or permanently terminate any service or access — with or without prior notice — if:

• The client breaches payment terms, project scope, or legal obligations

• Attempts to defraud, misrepresent, or deliberately mislead Dax Code or its team

• Uses services for illegal, fraudulent, harmful, or prohibited activities

• Initiates unauthorized chargebacks or disputes without first attempting direct resolution

• Engages in vulgar, abusive, harassing, threatening, or otherwise unprofessional language or conduct towards Dax Code team members

• Causes or risks harm to server integrity, platform security, or other clients

In such cases:

• No backup, refund, transfer, or recovery of data, deliverables, or paid amounts will be provided

• Any remaining service period, support hours, or advance payments will be immediately forfeited

• If the cause is serious, intentional, or illegal, Dax Code also reserves the right to pursue appropriate legal action, claims for damages, and recovery of costs

• Dax Code’s decision will be final and at its sole discretion

📝 7. Reporting & Escalation

• Support contact: [email protected]

• Escalation path:

  1. Initial ticket / email

  2. Escalation to project manager

  3. Escalation to senior management

📄 8. Reference & Updates

This SLA is part of:

• Terms & Conditions

• Privacy Policy

• Refund & Returns Policy

• Signed proposals / contracts

We may update this SLA; continued use of services confirms acceptance.