SERVICE LEVEL AGREEMENT (WHITE-LABEL WEBSITE PLATFORM)

This Service Level Agreement

1. PURPOSE

The Service Provider agrees to grant the Client access to a white-label version of its website platform and systems for resale and branding under the Client’s own business name, subject to the terms of this Agreement.

2. SCOPE OF SERVICES

The Service Provider will provide:

• Access to the white-label website system

• Hosting infrastructure for deployed websites

• Core website templates and system functionality

• Maintenance and platform updates

• Technical backend support

• Security monitoring and system stability

• Ongoing platform improvements

3. WHITE-LABEL RIGHTS

3.1 The Client may:

• Brand the system under their own company name

• Resell websites built on the platform

• Market the system as their own service

3.2 The Client may NOT:

• Resell or transfer the platform itself

• Replicate or reverse-engineer the system

• Disclose proprietary workflows or structures

• Claim ownership of the underlying system

All intellectual property remains the property of the Service Provider unless otherwise agreed in writing.

4. SERVICE LEVELS

The Service Provider agrees to provide:

• Uptime Target: 99% availability (excluding scheduled maintenance)

• Support Response Time:

  • Standard support: within 1 business day

  • Critical faults: within 4 business hours

• Maintenance Windows: As required with reasonable notice

5. CLIENT RESPONSIBILITIES

The Client agrees to:

• Act professionally when dealing with their end-users

• Provide lawful content only

• Ensure their clients comply with acceptable use policies

• Handle first-line support for their own customers

• Not misrepresent the system’s ownership

• Maintain confidentiality of platform structure and methods

6. PAYMENT & FEES

The Client agrees to pay:

• A monthly white-label service fee

• Any setup or onboarding fees

• Plugin and paid 3rd party applications

Failure to pay may result in service suspension.

7. CONFIDENTIALITY

All platform systems, pricing structures, methods, and materials disclosed remain confidential.

The Client agrees not to:

• Share

• Copy

• Reproduce

• Reverse engineer

• Disclose

Any part of the system without written consent.

This clause survives termination.

8. TERM & TERMINATION

8.1 This Agreement runs for an initial term of ___ months.

8.2 Either party may terminate with ___ days written notice.

8.3 The Service Provider may terminate immediately if:

• Confidentiality is breached

• Payments are not made

• The system is misused

• Illegal activity occurs

Upon termination:

• Access will be revoked

• All white-label materials must be removed

• No system rights remain

9. LIMITATION OF LIABILITY

The Service Provider shall not be liable for:

• Client business losses

• Client customer disputes

• Indirect or consequential damages

• Client misuse of the platform

The Client indemnifies the Service Provider against claims arising from their resale activities.

10. NON-COMPETE & NON-CIRCUMVENTION

The Client agrees not to:

• Replicate the platform

• Compete directly using copied structures

• Bypass the Service Provider’s system or providers

11. DATA & SECURITY

The Service Provider will implement reasonable security measures.

The Client is responsible for:

• Their own customer data

• Legal compliance (POPIA / GDPR where applicable)

12. GOVERNING LAW

This Agreement shall be governed by the laws of the Republic of South Africa.

13. ENTIRE AGREEMENT

This Agreement, together with the Terms & Conditions and NDA, forms the complete agreement between the parties.