Service Agreements

1. About This Policy

This Service Level Agreement outlines the general standards of service provided by Modemkiller Ltd when delivering digital services including website design, branding, hosting support, and digital infrastructure management.

This document exists to establish clear expectations between Modemkiller Ltd and its clients regarding communication, project delivery, and professional conduct.

This agreement supplements, but does not replace:

• individual project proposals

• agreed scope of work

• Modemkiller Ltd Terms & Conditions

Specific project details such as deliverables, timelines, and payment schedules will always be defined within a signed proposal or contract.

2. Our Commitment

Modemkiller Ltd aims to provide a professional, transparent, and reliable service. Our approach to client work prioritises clarity, planning, and consistent communication.

When engaged on a project, Modemkiller Ltd commits to:

Professional Delivery

• Delivering services within the scope agreed in the project proposal.

• Completing work to a professional standard consistent with industry practices.

• Ensuring all work is undertaken by appropriately qualified or experienced professionals.

Project Planning

• Carefully planning work prior to project commencement.

• Establishing a clear programme of work and project direction.

• Explaining any risks, limitations, or dependencies that may affect delivery.

Communication

• Acting as a single point of contact for project communication where possible.

• Responding to client communications within a reasonable timeframe.

• Providing updates where relevant during key stages of a project.

Scope Integrity

• Performing only work that has been agreed within the project scope.

• Clearly identifying when requests fall outside the agreed scope.

• Providing estimates for additional work when required.

Budget and Timeline Awareness

• Working towards agreed budgets and timelines where client cooperation allows.

• Not undertaking scope changes without prior agreement.

Where variations are required, these will be confirmed in writing before additional work begins.

3. Client Responsibilities

Successful projects depend on active collaboration between Modemkiller Ltd and the client.

Clients agree to support project progress by:

Providing Information

• Supplying required materials, information, and feedback in a timely manner.

• Ensuring that provided content (text, imagery, assets) is accurate and lawful.

Timely Communication

• Responding to queries, approvals, and feedback requests within reasonable timeframes.

Decision Making

• Providing clear direction and approvals during key stages of the project.

Payment

• Making payments according to the schedule outlined in the agreed proposal.

Failure to provide required information, approvals, or payments may delay project delivery.

4. Scope Changes and Additional Work

Project proposals define the agreed scope of work.

Requests that exceed the agreed scope may include:

• additional pages or design components

• new features not included in the proposal

• significant revisions beyond reasonable adjustments

• new integrations or technical requirements

Where additional work is requested, Modemkiller Ltd may:

• provide a revised estimate, or

• bill additional work at the agreed hourly rate.

As an example, certain projects may apply an additional work rate similar to £40 per hour for work beyond reasonable revisions where defined within the proposal.

No additional work will begin without agreement.

5. Communication and Response Times

While Modemkiller Ltd does not operate a formal support desk, reasonable response expectations are maintained.

Typical communication response times are:

Urgent issues affecting a live website will be prioritised where possible.

6. Project Timelines

Project timelines depend on several factors, including:

• client responsiveness

• availability of project materials

• scope complexity

• third-party platform dependencies

While Modemkiller Ltd aims to deliver work within agreed timelines, delays may occur where:

• required information is not provided

• approvals are delayed

• external services experience disruption

Where delays occur, Modemkiller Ltd will communicate revised expectations where possible.

7. Third-Party Services

Many digital projects rely on third-party platforms and infrastructure, such as:

• hosting providers

• domain registrars

• CMS platforms

• payment gateways

• external APIs or integrations

Modemkiller Ltd cannot guarantee the performance or uptime of third-party services but will assist in diagnosing or resolving issues where possible.

8. Professional Standards

Modemkiller Ltd operates with the following principles:

• transparency in project scope and pricing

• honest communication

• respect for client objectives

• adherence to lawful and ethical business practices

We aim to build long-term working relationships with clients based on trust, clarity, and professional collaboration.

9. Relationship to Other Agreements

This Service Level Agreement should be observed alongside our other policies. Where a conflict exists between documents, the signed project proposal or contract will take precedence.

10. Contact

Questions regarding this Service Level Agreement may be directed to:

create@modemkiller.com