Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) defines the service standards and commitments SifiSoft makes to our clients. This agreement applies to all active projects and support engagements unless otherwise specified in a custom project agreement.

2. Service Scope

This SLA covers the following services:

• Web development and design
• Mobile application development
• API and backend development
• Logo and brand design
• Post-launch support and maintenance
• Bug fixes and technical assistance

3. Communication & Response Times

3.1 Business Hours

Our standard business hours are:

• Monday to Friday: 09:00 – 17:00 SAST
• Weekends & Public Holidays: Closed (emergency support available for ongoing projects)

3.2 Response Times

* Response times are measured during business hours only

4. Project Delivery Commitments

4.1 Timeline Estimates

Project timelines are estimated based on project complexity and scope:

• Starter Web Package: 1-2 weeks
• Business Web Package: 2-3 weeks
• Professional Web Package: 3-5 weeks
• Simple Mobile MVP: 3-4 weeks
• Logo Design: 5-10 business days
• Custom Projects: Timeline specified in project agreement

Timelines assume timely client feedback and availability of all required materials (content, images, credentials, etc.).

4.2 Milestone Delivery

Projects are delivered in agreed milestones:

• Each milestone delivered for client review and feedback
• Client has 5 business days to provide feedback on each milestone
• Delays in client feedback extend the overall project timeline accordingly
• Final delivery includes source code, documentation, and deployment assistance

5. Quality Standards

All deliverables will meet the following quality standards:

• Code Quality: Clean, well-documented code following industry best practices
• Testing: All features tested for functionality before delivery
• Browser Compatibility: Works on latest versions of Chrome, Firefox, Safari, Edge
• Mobile Responsiveness: All web projects optimized for mobile devices
• Performance: Optimized loading times and efficient code
• Security: Basic security measures implemented (HTTPS, input validation, etc.)

6. Post-Launch Support

6.1 Support Period

Post-launch support is included as follows:

• Starter & Business Packages: 30 days bug fix support
• Professional Package: 60 days bug fix and technical support
• Custom Projects: As specified in project agreement

6.2 What's Covered

Post-launch support includes:

• Bug fixes for issues present in the delivered work
• Technical assistance with deployment and hosting
• Minor content updates (text, images) within reason
• Guidance on using CMS or admin panels

6.3 What's Not Covered

The following are not covered by post-launch support:

• New features or functionality not in original scope
• Issues caused by third-party services or hosting providers
• Problems arising from client modifications to code
• SEO or marketing services
• Training beyond initial handover session

7. Uptime & Availability

While we strive for maximum availability:

• Website/application uptime depends on your chosen hosting provider
• We are not responsible for hosting provider outages
• We will assist with troubleshooting hosting-related issues during support period
• Ongoing maintenance packages available for continued support beyond initial period

8. Client Responsibilities

To ensure timely project delivery, clients are expected to:

• Provide timely feedback on deliverables (within 5 business days)
• Supply all required content, images, and materials promptly
• Make payments according to agreed schedule
• Provide access to necessary accounts (hosting, domain, APIs) when required
• Communicate any concerns or changes as early as possible
• Review and approve final deliverables before project closure

9. Limitation of Liability

While we make every effort to deliver high-quality work, our liability is limited to the total amount paid for the specific project or service. We are not liable for indirect, incidental, or consequential damages, loss of profits, or business interruption.

10. SLA Modifications

This SLA may be updated from time to time. Changes will be posted on this page with an updated "Last updated" date. Custom project agreements may supersede specific terms of this general SLA.

11. Escalation Process

If you're not satisfied with our response or resolution:

1. Contact us at info@sifisoft.com with "URGENT" in the subject line
2. Provide detailed information about the issue and your concerns
3. We will escalate to senior management for review
4. You will receive a response within 24 hours with a resolution plan

12. Contact Us

For questions about this SLA or to report an issue: