Service Agreement & SLA

Last updated: 18 October 2026

This is our standard agreement for projects and monthly support. Each client receives a signed version with their project-specific scope, price and timeline.

1. Scope of work

The deliverables, features, number of pages or modules, devices, users and sites are listed in the written quote attached to this agreement. Anything not listed is out of scope and quoted separately.

2. Timeline and milestones

• Work is split into milestones with target dates.
• Timelines depend on the client providing content, access and feedback on time.
• Delays caused by missing content or approvals move the timeline accordingly.

3. Fees and payment

• Project fee and payment schedule as per the quote, typically an advance with the balance on delivery.
• Invoices are due within 7 days.
• Work may pause if payments are overdue.

4. Changes

Change requests are welcome. We confirm the effect on price and timeline in writing before starting them.

5. Handover

On final payment we hand over the deliverables, account access, credentials and basic documentation, and train your staff where included.

6. Support response times (SLA)

• Critical (business stopped: network down, system not opening): response within 2 working hours.
• High (major feature not working): response within 1 working day.
• Normal (questions, minor issues, small changes): response within 2 working days.
• Working hours: Monday to Saturday, 10:00 am to 8:00 pm (PKT). 24/7 monitoring and response are available in Premium support plans.

7. Monthly support plans (AMC)

Support plans cover the users, devices and systems listed in the plan. Hardware, licences and work outside the plan are charged separately. Plans renew monthly and can be cancelled with 15 days’ notice.

8. Data and security

We access client systems only for the agreed work, keep credentials secure, and keep all client data confidential. Clients are responsible for keeping their own passwords private after handover.

9. Warranty

Bugs in delivered work are fixed free of charge for 30 days after launch.

10. Termination

Either side may end the agreement with written notice. Completed work is paid for and handed over as described in our Refund & Cancellation Policy.

Questions about this policy? Contact us on WhatsApp at +92 343 4199902 or email [email protected].