1. Overview

This Service Level Agreement (“SLA”) outlines the service standards, response times, responsibilities, and support commitments provided by LumiHive (“Company”, “we”, “our”, or “us”) to our clients. The objective of this SLA is to ensure transparency, consistent service delivery, and clear expectations throughout every project.

2. Scope of Services

This SLA applies to the following professional services offered by LumiHive:

• Graphics & Design
• Web Development
• Digital Marketing
• Mobile Application Development
• Video & Motion Graphics
• Search Engine Optimization (SEO)
• Content Writing & Copywriting
• Programming & Technical Solutions
• Photography Services

Each project will be governed by the agreed proposal, quotation, statement of work (SOW), or contract.

3. Business Hours

Our standard operating hours are:

Monday – Friday
9:00 AM – 6:00 PM (Malaysia Time)

Requests submitted outside business hours will be acknowledged on the next business day.

4. Response Time

NOTE: Response time refers to acknowledgement of the request and does not necessarily indicate immediate resolution.

5. Project Delivery

Project timelines are determined based on:

• Project complexity
• Scope of work
• Client approval timelines
• Availability of required content and materials
• Third-party dependencies

• Estimated delivery schedules will be communicated during project commencement.
• Any changes to the agreed scope may result in revised delivery timelines.

6. Client Responsibilities

Clients are responsible for:

• Providing complete and accurate project requirements.
• Supplying required content, branding assets, images, and other materials.
• Reviewing deliverables within the agreed review period.
• Providing clear and timely feedback.
• Making payments in accordance with the agreed payment terms.

NOTE: Delays in client responses or approvals may affect project schedules.

7. Project Revision

Unless otherwise specified in the project agreement:

• Minor revisions are included within the agreed project scope.
• Additional revisions or changes outside the agreed scope may incur additional charges.
• Requests for significant redesigns or new features after approval may be treated as a separate project.

8. Technical Support

Where applicable, LumiHive provides post-delivery support for:

• Bug fixes
• Minor technical issues
• Website functionality
• Application performance
• Configuration assistance

NOTE: Support does not include new feature development unless otherwise agreed.

9. Planned Maintenance

Scheduled maintenance may be performed to improve system performance, security, or reliability.

Where practical, clients will be notified in advance of any planned maintenance that may impact hosted services.

10. Client Obligations

Clients are responsible for:

• Providing complete and accurate project requirements.
• Supplying required content, branding assets, images, and other materials.
• Reviewing deliverables within the agreed review period.
• Providing clear and timely feedback.
• Making payments in accordance with the agreed payment terms.

Delays in client responses or approvals may affect project schedules.

11. Service Availability

For websites, applications, or managed hosting services maintained by LumiHive, we strive to achieve high service availability. Temporary interruptions may occur due to:

• Scheduled maintenance
• Third-party hosting providers
• Internet service disruptions
• Force majeure events
• Cybersecurity incidents beyond reasonable control

12. Issue Escalation

If a service issue cannot be resolved through normal support channels, it will be escalated to the appropriate technical or project management team for further investigation.

Priority will be assigned based on the severity and business impact of the issue.

13. Amendments to This Policy

We reserve the right to update this Policy at any time. Material changes will be communicated via email or Platform notice at least 14 days before taking effect.

14. Contact Us

For all SLA queries, disputes, or escalations:

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