01What this SLA covers
This SLA applies to active engagements and retainer clients. Pre-engagement intake replies follow a separate 48-business-hour target.
02Response time
During active engagements, written communication is acknowledged within 1 business day (Mon–Fri, 09:00–18:00 UTC). Retainer clients with on-call coverage: 4 business hours.
03Defect resolution
Critical defects (production blocker) on delivered work: triage same day, fix within 2 business days. Non-critical defects: scheduled in the next engagement window.
04Uptime
Uptime of the hosting infrastructure is not part of this SLA — that is your hosting provider's responsibility. We commit to the availability of our own communication channels, not your production systems.
05Exclusions
This SLA does not cover scope additions, third-party outages, force majeure, or work outside the agreed brief.
06Service credits
If we miss a response or defect-resolution target on a retainer engagement, we credit 10% of the affected month's retainer per missed target, capped at 50% of monthly fees.