This agreement sets out what Genzis looks after, what the Client looks after, and how support, subscriptions and additional work are handled.
Manages website content and functionality made available through the administrative dashboard.
Manages the hosting environment, server infrastructure, deployments, and technical systems under Genzis control.
Covers operation and correction of the existing website and Genzis-managed infrastructure within the scope of this SLA.
Provides additional support, maintenance, minor development, or enhancement services according to the Client’s active GenConnect subscription or Genzis service plan.
Work outside the existing website, standard support, and applicable subscription coverage is evaluated and quoted separately.
This Service Level Agreement (“SLA”) defines the scope of website hosting, maintenance, technical support, administrative access, and related services provided by Genzis (“Service Provider”) to the Client.
The purpose of this agreement is to establish clear responsibilities between Genzis, the Client, and any employee, contractor, IT professional, or third party authorized by the Client to manage the website.
Genzis will provide and maintain the technical environment required to operate the Client’s website, subject to the Client’s active service arrangement. Depending on the Client’s service plan, this may include:
Genzis remains responsible for the infrastructure and systems that it directly manages.
The Client will receive administrative credentials for the website’s management dashboard. These credentials may be provided to the Client’s designated IT personnel or other authorized representatives.
The dashboard is the intended interface for routine website administration and may allow authorized users to perform functions such as:
The exact capabilities available depend on the website.
The Client is responsible for ensuring that credentials are only provided to authorized individuals and are stored securely.
Administrative access to the website does not include access to Genzis servers, hosting accounts, cloud infrastructure, deployment systems, databases, source repositories, internal development environments, infrastructure credentials, or other systems operated by Genzis.
Genzis does not provide server-level credentials, SSH access, hosting control-panel credentials, database administrative credentials, cloud-provider credentials, or similar infrastructure access as part of standard website hosting or support.
This restriction exists because Genzis-managed infrastructure may contain proprietary configurations, security controls, internal systems, or resources supporting multiple services or clients.
The Client’s IT personnel may manage the website through the interfaces and credentials specifically provided for the Client.
If technical work requires a server-side change, the Client or its IT representative may submit the requirement to Genzis for implementation.
Standard support covers problems affecting functionality originally delivered by Genzis and infrastructure currently managed by Genzis. Examples include:
Where an issue falls within this scope, Genzis will investigate and correct it without treating the correction as new development. Support requests may be submitted through the designated Genzis/GenConnect support channel.
Where a request extends beyond standard maintenance, any additional coverage available under the Client’s active subscription or service plan will be considered before the work is treated as separately billable.
Standard support does not automatically include:
These services may still be provided by Genzis. Depending on the Client’s active GenConnect subscription or Genzis service plan, qualifying requests may be included at no additional charge.
Requests not covered by the Client’s active plan may be quoted separately.
The Client may request changes, improvements, additional functionality, support work, or other website-related assistance at any time. Genzis will review each request and determine whether it is:
Certain GenConnect subscriptions or recurring Genzis service plans may include qualifying additional work at no separate charge. This is intended for reasonable, limited-scope work such as minor website changes, configuration updates, small enhancements, routine support tasks, and similar requests, subject to the features, limits, and terms of the Client’s active subscription.
The Client should refer to the current subscription or service-plan description available through GenConnect to determine the support, maintenance, and additional-work benefits included with their plan.
Subscription coverage does not constitute unlimited development services and does not automatically include:
If a requested service exceeds the scope of the Client’s subscription, Genzis may provide a separate quotation or recommend a more appropriate service plan. Where a request is not included in standard maintenance or the Client’s active subscription, Genzis will provide an estimate or quotation before beginning billable work.
No billable development work will be performed without Client authorization.
The Client may appoint an internal IT employee or external IT provider to manage its website. Genzis will reasonably cooperate with the Client’s designated technical representative within the boundaries of this SLA. The designated representative may:
Appointment of an IT representative does not transfer responsibility for Genzis infrastructure to that representative and does not create an entitlement to infrastructure-level access.
Genzis cannot guarantee the operation of the website following unauthorized modifications to code, configuration, integrations, databases, or infrastructure.
If a Client-authorized third party modifies systems within their permitted access and those modifications cause an issue, Genzis may charge for investigation, restoration, or remediation.
Where practical, Genzis will identify the issue and provide an estimate before performing billable remediation.
If remediation work qualifies under the Client’s active subscription or service plan, the applicable plan coverage will apply.
Genzis is responsible for reasonable security measures covering infrastructure and systems under its control. The Client is responsible for:
Genzis may temporarily restrict an account or access method where reasonably necessary to protect the website, infrastructure, or other systems from a security threat.
Where backups are included in the Client’s hosting arrangement, they are maintained primarily for disaster recovery and service restoration.
Backups should not be considered a substitute for the Client retaining copies of important business content, documents, media, or other records where appropriate.
Restoration required because of a failure of Genzis-managed infrastructure is included in support.
Restoration resulting from Client actions, third-party actions, accidental deletion, unauthorized modification, or other circumstances outside Genzis’s responsibility may be billable depending on the work required and the Client’s active service-plan coverage.
Genzis will use commercially reasonable efforts to maintain the availability of the Client’s website. Temporary interruptions may occur because of:
Where practical, maintenance expected to materially affect website availability will be scheduled to minimize disruption.
Unless a specific uptime commitment is included in the Client’s service plan, this SLA does not constitute a guaranteed percentage uptime commitment.
Genzis will prioritize requests based on their operational impact.
| Priority | Definition |
|---|---|
| Critical | Website unavailable or core production functionality unusable. |
| High | Major functionality significantly impaired with no reasonable workaround. |
| Normal | Non-critical technical issue affecting limited functionality. |
| Request | Enhancement, configuration change, consultation, or new development. |
Response time means acknowledgment and initial assessment of the request, not necessarily final resolution.
Any specific guaranteed response times included in the Client’s service package will supersede this general prioritization.
This SLA governs ongoing hosting and support and does not alter any separate agreement concerning intellectual property, website ownership, licensing, or project deliverables.
If the Client later chooses to migrate its website to another provider, Genzis will reasonably cooperate with the migration in accordance with the applicable service agreement.
Migration work, infrastructure preparation, data exports, custom deployment work, or technical coordination outside standard support may be billable or covered according to the Client’s active service plan.
Genzis is not required to provide access to shared infrastructure, internal systems, proprietary deployment tooling, or credentials belonging to Genzis or other service providers as part of a migration.
For clarity, the general division of responsibility is:
Manages website content and functionality made available through the administrative dashboard.
Manages the hosting environment, server infrastructure, deployments, and technical systems under Genzis control.
Covers operation and correction of the existing website and Genzis-managed infrastructure within the scope of this SLA.
Provides additional support, maintenance, minor development, or enhancement services according to the Client’s active GenConnect subscription or Genzis service plan.
Work outside the existing website, standard support, and applicable subscription coverage is evaluated and quoted separately.
This separation allows the Client to retain operational control over its website while allowing Genzis to maintain the security, stability, and integrity of the infrastructure supporting it.
By continuing to use Genzis hosting, maintenance, or support services following receipt of this SLA, or by otherwise accepting it through GenConnect, the Client acknowledges the service scope and responsibilities described above.
The specific benefits, limits, and additional services associated with an optional subscription or service plan are governed by the applicable plan description available through GenConnect.
Signed copies are issued and accepted through GenConnect. Questions about this agreement?
Contact us