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SERVICE LEVEL AGREEMENT (SLA)
This Service Level Agreement ("SLA") is entered into by and between QuantumRho Software Engineering ("Provider") and Acme Corporation Inc.("Client").
1. Scope of Services & Deliverables
Provider agrees to engineer, deploy, and maintain the following technological scope: Custom Next.js 15 Web Platform, Cross-Platform Mobile Apps & Cloud Maintenance in accordance with professional engineering industry standards.
2. Service Availability & Uptime Guarantee
Provider commits to maintaining an operational service availability of 99.9% across all production edge networks, databases, and application endpoints, excluding scheduled maintenance windows announced at least 48 hours in advance.
3. Support & Incident Response Severity Times
- Severity 1 (Critical Outage): Initial response within 1 hour; continuous resolution until restored.
- Severity 2 (Major Feature Impairment): Initial response within 4 business hours.
- Severity 3 (Minor Defect / Question): Initial response within 24 business hours.
4. Payment Terms & Intellectual Property
Invoicing will be executed under Net-15 Milestone Billing. Upon full payment of all milestone invoices, 100% of custom source code, documentation, and digital assets shall transfer entirely to the exclusive ownership of Acme Corporation Inc..
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