Service level agreement
Promises we put in writing.
These terms apply to every project unless the signed proposal says otherwise.
Response within 3 hours
Every message sent during working hours (Sat–Wed, 09:00–18:00 GMT+3:30) gets a response from a person within three hours.
Production incidents on systems under a support plan are acknowledged within one hour, any time.
1-year functional guarantee
Everything we deliver works as specified in the signed proposal for twelve months after acceptance. Defects in our work are fixed at our cost.
Changes in third-party APIs, platforms or requirements after delivery are not defects — they’re covered by a support plan or quoted separately.
What a support plan is for
Monitoring, server management, upgrades and investigating issues that aren’t caused by our code — so you never wait in a queue behind other projects.
Without a plan, non-defect work is scheduled like any new request.
Documentation is part of delivery
Every system ships with product and technical docs versioned next to the code: how to run it, how it’s built, and why decisions were made.