Service Level Agreement (SLA)
Our formal commitments regarding support response times, staging uptime, sprint cadence, and warranty resolution standards.
Scope & Applicability
This Service Level Agreement (“SLA”) outlines the technical support standards, communication turnaround guarantees, and uptime targets provided by Soft Clerk to our clients across active development sprints and ongoing monthly retainer engagements.
Communication & Response Time Targets
We provide dedicated support channels (Slack, GitHub, Email) with the following guaranteed response timeframes during business days (Monday – Friday, 9:00 AM – 6:00 PM EST):
| Severity Level | Definition | Response SLA |
|---|---|---|
| Critical (Sev 1) | Production down, data loss risk, checkout blocked | < 2 Hours |
| Major (Sev 2) | Core feature impaired with no immediate workaround | < 6 Hours |
| Normal (Sev 3) | General inquiries, UI adjustments, minor bugs | < 24 Hours |
| Low (Sev 4) | Feature requests, roadmap brainstorming, non-urgent queries | < 48 Hours |
Staging Environment & Preview Uptime
Throughout active project development, Soft Clerk maintains dedicated preview environments deployed via edge infrastructure (e.g., Vercel / Cloudflare).
We target a 99.5% uptime SLA for development staging branches, ensuring your stakeholders can review progress and perform User Acceptance Testing (UAT) at any time.
Sprint Review & Demo Cadence
For all milestone and sprint engagements, Soft Clerk guarantees:
- Weekly live video sprint demos showcasing working software on staging.
- Detailed sprint changelog and milestone summaries delivered every Friday.
- Direct access to senior engineers via dedicated shared Slack/Discord channels.
30-Day Post-Launch Warranty Support
Following official production launch, all projects include 30 consecutive days of priority defect remediation.
Any deviations from the agreed technical specifications or functional defects identified within this window are corrected with priority Sev-1/Sev-2 turnaround at no additional cost.
Document Sections
If you have questions regarding this agreement or data privacy, please contact our team.
legal@softclerk.com →