Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") defines the service commitments that MVPMule ("we," "our," or "us") provides to our clients ("you" or "your") for MVP development services. This SLA is part of our Terms of Service and project agreements.

Our goal is to deliver high-quality MVPs that help you validate your ideas quickly and efficiently. This SLA outlines our commitments to quality, communication, timelines, and support.

2. Service Commitment Overview

3. Development Phase Service Levels

3.1 Communication Response Times

* Business hours are Monday-Friday, 9:00 AM - 6:00 PM GMT, excluding public holidays.

3.2 Development Milestones

We commit to the following development practices:

• Sprint Cycles: 1-2 week sprints with defined deliverables
• Progress Demos: Weekly demonstration of completed work
• Status Reports: Weekly written progress reports
• Code Reviews: All code reviewed before merge
• Documentation: Technical documentation updated throughout development

3.3 Timeline Commitments

Project timelines are established in the Statement of Work. We commit to:

• Delivering milestones within agreed-upon dates, barring approved scope changes
• Providing 48-hour advance notice if a milestone may be delayed
• Proposing mitigation plans for any timeline impacts
• Documenting all scope changes and their timeline implications

4. Quality Standards

4.1 Code Quality

All deliverables will meet the following quality standards:

• Clean, well-documented, and maintainable code
• Adherence to industry best practices and coding standards
• Version control with meaningful commit messages
• Separation of concerns and modular architecture
• Security best practices implemented throughout

4.2 Testing Standards

Quality assurance includes:

• Functional testing of all features
• Cross-browser compatibility testing (Chrome, Firefox, Safari, Edge)
• Mobile responsiveness testing
• Basic security testing
• Performance baseline testing
• User acceptance testing support

4.3 Acceptance Criteria

Deliverables are considered accepted when they meet the documented requirements and pass the defined acceptance criteria. You will have 5 business days to review and provide feedback on each milestone delivery.

5. Post-Launch Support

5.1 Warranty Period

Following project launch, we provide a 30-day warranty period that includes:

• Bug fixes for issues that existed at launch
• Minor adjustments to meet original specifications
• Technical support for deployment issues
• Knowledge transfer and handover support

The warranty does not cover new features, changes in requirements, issues caused by client modifications, or third-party service failures.

5.2 Issue Severity Classification

5.3 Extended Support Options

Beyond the warranty period, we offer optional support packages:

6. Infrastructure SLA (Hosted Solutions)

For clients utilizing our managed hosting services, we guarantee:

6.1 Uptime Guarantee

• 99.9% uptime for production environments
• Uptime calculated monthly, excluding scheduled maintenance
• Scheduled maintenance windows communicated 48 hours in advance
• Emergency maintenance may occur without notice for critical security issues

6.2 Uptime Calculation

Uptime percentage = (Total minutes in month - Downtime minutes) / Total minutes in month × 100

Downtime is measured from the time an issue is detected or reported until service is restored.

6.3 Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits:

Service credits must be requested within 30 days and are applied to future invoices.

7. Data Protection and Security

• Encryption: All data encrypted in transit (TLS 1.2+) and at rest
• Access Control: Role-based access with principle of least privilege
• Backups: Daily automated backups with 30-day retention
• Disaster Recovery: Recovery Point Objective (RPO) of 24 hours, Recovery Time Objective (RTO) of 4 hours
• Security Updates: Critical security patches applied within 24 hours
• Monitoring: 24/7 automated monitoring with alerting

8. Exclusions

This SLA does not apply to:

• Issues caused by factors outside our reasonable control (force majeure)
• Client-side network or infrastructure issues
• Issues resulting from client modifications to the application
• Third-party service outages (AWS, payment processors, APIs, etc.)
• Scheduled maintenance windows
• Alpha, beta, or non-production environments
• Abuse or excessive use beyond normal operating parameters
• Issues arising from client's failure to follow recommended configurations

9. Reporting and Escalation

9.1 Issue Reporting

Report issues through the following channels:

• Email: [email protected]
• Project Management Tool: Create a ticket in your project board
• Emergency Hotline: Available for Premium Support clients

9.2 Escalation Path

10. SLA Review and Amendments

This SLA is reviewed annually and may be updated to reflect changes in our services or industry standards. Material changes will be communicated 30 days in advance.

For custom SLA requirements or enterprise agreements, please contact us to discuss tailored service levels.

11. Contact Us

For questions about this SLA or to report an issue: