Service Level Agreement (SLA)

Zentro Sites Limited, Last Updated 18th December, 2024

1. Authorization

By engaging Zentro Sites Limited, the client authorizes us to design, develop, host, and manage their website and related services as an independent contractor. This includes all agreed-upon features, integrations, and support services specified in the project brief.

2. Payment Terms

All project payments shall be made in Nigerian Naira (₦) to the official Zentro Sites Limited bank accounts only.

• A 50% upfront payment is required before project commencement.

• The remaining balance (final payment) is due immediately upon completion of the website design.

Final payment is required when the website design is completed.
After 7 days of delivery, if the client fails to make the balance payment, Zentro Sites Limited reserves the right to place a hold on the website and apply a ₦500 per day late fee, unless the delay is caused by Zentro Sites Limited.

3. Project Completion & Delivery

Zentro Sites works collaboratively with clients to ensure timely project completion. Completion timelines depend on the prompt submission of required content, feedback, and approvals from the client.
Delays in providing materials or approvals may affect delivery timelines.

4. Subcontracting

Zentro Sites reserves the right to assign portions of the project to qualified subcontractors when necessary to ensure quality and timely delivery. All subcontractors operate under Zentro Sites’ supervision.

5. Revisions & Scope Changes

Clients may request revisions or changes during the project. However:

• Minor edits within the original project scope are free.

• Major changes or new feature requests will attract additional charges and timeline adjustments.

• Any scope modification requires a written change order or email confirmation.

6. Legal & Licensing

Zentro Sites ensures that the website delivered will function according to agreed specifications and be free from critical errors at launch.
We use legally licensed themes, plugins, and design assets for all client projects.

7. Copyrights & Intellectual Property

Clients must ensure that all materials (text, images, videos, logos, etc.) provided to Zentro Sites are owned or properly licensed.
Zentro Sites shall not be held liable for any copyright or trademark infringement resulting from content supplied by the client.

8. Ownership Rights

Upon full payment, ownership of the website files, code, and digital assets transfers to the client.
Zentro Sites retains the right to display non-confidential elements of the project (e.g., screenshots, mockups, or live links) in its portfolio or marketing materials.

9. Refund & Cancellation Policy

If a project is canceled within 3 calendar days of commencement, Zentro Sites will deduct the value of completed work (at the standard hourly rate) and refund the balance.
If the work completed exceeds the initial payment, the client is responsible for paying the difference before cancellation is finalized.

10. Support & Maintenance

All website packages include a 1 month support and maintenance period covering bug fixes, minor content updates, and technical support.
Renewal of annual maintenance after the first year will be billed at the prevailing rate.

11. Communication & Feedback

Clients are encouraged to maintain open communication throughout the project lifecycle.
All approvals and project-related communication should be made through official channels (email, project management platforms, or documented messages).

12. Entire Agreement

This SLA constitutes the complete agreement between Zentro Sites Limited and the client regarding project delivery, payment terms, and responsibilities.
Any modification or additional services not stated herein must be agreed upon in writing.