Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) describes the performance standards, delivery times, responsibilities, and service commitments between Cadunlock LLC (“Fastrank”, “we”, “us”) and the client (“you”, “customer”) regarding website performance audits, implementation services, and technical consulting (“Services”).

1. Scope of Services

• 48-hour Website Performance Audit (Shopify / WooCommerce)
• Implementation Packs (Speed fixes, LCP optimization, Core Web Vitals improvements)
• Technical consulting and troubleshooting
• Theme diagnostics and code performance analysis
• Support via email or Crisp chat

2. Delivery Commitments

• 48h Delivery applies ONLY after receiving all required accesses (store access, URLs, context).
• Implementation timelines vary by package and complexity (1–10 business days).
• You will always receive an estimated delivery window before work starts.
• All deliverables are shared through secure links.

3. Performance Expectations

While we significantly improve Core Web Vitals, theme structure, and load times, performance results depend on app usage, theme quality, hosting, and third-party scripts.

Expected improvements may include:

• Reduced LCP / CLS
• Faster TTFB and global load time
• Cleaner resource loading
• Better real-user metrics over time (CrUX)

4. Responsibilities of Each Party

Our Responsibilities

• Deliver audits and implementation fixes within agreed timelines
• Provide expert guidance and recommended actions
• Notify you of delays or unexpected blockers
• Maintain confidentiality and data protection standards

Your Responsibilities

• Provide valid access to your store/platform
• Ensure communication channels remain active
• Approve deliverables when required
• Avoid major theme changes during optimization unless coordinated

5. Support Levels

Support is provided according to our Support Policy.

6. Incident Response Times

• Critical (site down / checkout broken): response within 2–6 hours.
• Major (theme bugs after implementation): 6–12 hours.
• Minor issues / clarifications: 12–24 hours.

7. Limitations & Exclusions

• No guarantee for specific Lighthouse/PSI scores
• No responsibility for bugs introduced by third-party apps
• No support for servers or hosting infrastructure
• No maintenance included unless purchased separately
• No obligation to work on custom requests outside purchased packages

8. Changes to This SLA

We may update this SLA from time to time. Continued use of our Services indicates acceptance of the latest version.

9. Contact Us