Last updated: Sept 15, 2026
Applies to all contracted project engagements unless superseded by a signed addendum.
1. Purpose
This Service Level Policy outlines PixelMongers LLC’s commitment to professional, timely, and secure project execution. It sets expectations around communication, support, change requests, and data handling in client engagements.
2. Communication Standards
- We respond to all general inquiries within 1–2 business days.
- Any urgent project issues (site downtime, broken functionality post-launch) are addressed within 1 business day.
- Project management is coordinated via a dedicated Basecamp project area including messages, task comments, team chat, and direct pings. It is essential that all communications related to the project be visible to the full project team.
- Therefore, direct messages or private communication with only one team member may be redirected or added to Basecamp to ensure alignment, context, and continuity across the team. If relevant, direct communications sent to project staff — including emails, text messages, and voicemails — may be imported into Basecamp for visibility and project tracking purposes.
- Messages sent via Microsoft Teams may also be copied into Basecamp or our Service Desk to ensure visibility and task tracking.
- Following project closeout, ongoing support and issue resolution are routed through our Hubspot Service Desk by emailing [email protected]. For urgent issues or escalations, clients may also contact us via phone or text message, but a follow-up email or Basecamp message is required to ensure tracking and documentation.
3. Scope & Change Management
- Project scope is defined in each client proposal.
- Requests outside of that scope will be reviewed and, if approved, quoted separately.
- All changes must be confirmed in writing (email or comment thread) before work begins.
4. Technical & Security Commitments
- We implement industry best practices for WordPress, including licensed plugins, secure admin configurations, and two-factor authentication (2FA) on all admin accounts.
- PixelMongers is fully insured (general liability, cyber liability, and E&O) and maintains compliance readiness for public-sector digital projects.
- We coordinate with IT staff or third-party vendors to configure secure hosting environments, staging sites, or email APIs when applicable.
5. Accessibility, SEO & Compliance
- Whenever feasible, sites are built to meet WCAG 2.1 AA accessibility standards. PixelMongers will treat WCAG 2.1 AA compliance as a standard expectation for all new website projects unless explicitly excluded in writing. This includes nonprofit, public-sector, and general commercial sites built on WordPress. Compliance is strongly recommended for public-sector and nonprofit clients. If accessibility is not a contractual requirement, PixelMongers will still make reasonable efforts to align with best practices unless directed otherwise by the client.
- Sitemap.xml setup and submission to search engines (Google Search Console, Bing Webmaster Tools) is included in all standard builds.
- SEO services are not included by default. The scope of SEO support varies by project and must be explicitly defined in the proposal. PixelMongers makes no guarantees regarding third-party search engine rankings. While we may configure tools such as Google Analytics or Google Tag Manager during a project, we do not provide ongoing reporting setup, custom dashboards, or post-launch analytics interpretation unless separately scoped.
- Basic on-page SEO tasks (such as meta title and description setup) may be included for select packages, but are not part of our lowest-tier estimates unless specifically scoped.
6. Payment Terms
- A 30% retainer is required to begin most projects, unless otherwise prohibited by government procurement rules. Clients who are unable to provide a retainer must supply a valid purchase order (PO) before work may begin. Retainer balances may be refunded if unused, less any billed hours. In such cases, PixelMongers will structure payment terms based on approved deliverables or project milestones as required by the client’s funding policy.
- Remaining balance is due upon launch or as outlined in the project proposal.
- Cancelled projects are subject to hourly billing at the applicable project rate (varies by service type; see proposal or rate sheet) for work completed to date, with unused retainers credited accordingly.
7. Maintenance & Support
- PixelMongers may maintain affiliate relationships with certain SaaS platforms, plugin developers, and hosting providers. These affiliations do not influence our recommendations, which are based solely on platform quality, compatibility, and the specific needs of the client.
- Clients may opt into one of our tiered maintenance plans — Essentials, Essentials Plus, or Business Premium — for continued technical support, plugin licensing, and proactive updates. For plan details, visit pixelmongers.com/shop.
- Post-launch support (typically 30 days) is included unless otherwise noted in the agreement.
- Any support needs beyond the warranty period — if not under a maintenance agreement — are billed at the relevant service tier rate in 30-minute increments.
- All client websites under PXM management are required to have secure access protocols in place, including two-factor authentication (2FA) on all admin-level accounts and restricted access for staging/production systems.
8. Force Majeure
PixelMongers LLC shall not be held liable for any failure or delay in performance due to circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, labor disputes, pandemics, utility outages, governmental actions, or interruptions of third-party services that are necessary to project delivery.
9. Dispute Resolution
In the event of a dispute arising from this agreement or related services, PixelMongers LLC prefers to engage in good-faith mediation prior to any formal legal action. Both parties agree to attempt resolution through a mutually agreed-upon mediator located in Oklahoma County, Oklahoma, before proceeding to litigation.
10. Policy Scope
This SLA is intended as a general reference guide for all standard projects. It may be superseded by a signed agreement, statement of work (SOW), or client-specific contract as needed.
Updates to this Policy
PixelMongers may update this policy from time to time. The version in effect when a proposal is accepted applies to that project; later updates apply only to new proposals and change orders.
For State of Oklahoma agencies, Statewide Contract SW0135 and the agency’s purchase order govern if they conflict with these terms.
Have a question?
Reach out to your project manager directly. You can also visit pixelmongers.com/contact for general inquiries or support access.