Urus Global Standard Service Level Agreement (SLA) for Software Development
1. Purpose
This SLA outlines the service expectations and deliverables between Urus Global and [Client] for software development projects.
2. Scope of Services
Software Development: Design, development, and deployment of software applications, including mobile and web-based solutions.
– Quality Assurance: Testing services to ensure functionality, security, and performance.
– Maintenance and Support: Ongoing bug fixes, updates, and improvements post-deployment.
3. Service Availability
– Working Hours: Services will be available Sunday to Friday, 9:00 AM – 6:00 PM (Egypt Cairo time), excluding public holidays.
Response Time: Initial responses to service inquiries within 24 hours during business hours.
4. Issue Resolution
– Priority 1 (Critical): Immediate action within 4 hours and resolution within 24 hours.
– Priority 2 (High): Response within 8 hours, resolution within 48 hours.
– Priority 3 (Medium): Response within 24 hours, resolution within 5 business days.
– Priority 4 (Low): Response within 48 hours, resolution within 10 business days.
5. Deliverables
– Regular updates on project progress.
– Completion of milestones as defined in the project roadmap.
– Deployment of final product within agreed deadlines.
6. Performance Metrics
– Uptime Guarantee: 99.5% for cloud-hosted solutions.
– Error Resolution: Bug fixes completed in line with issue priority categories.
– Deployment Time: Deployment of features and fixes within 5-7 business days after final approval.
7. Client Responsibilities
– Provide timely feedback on deliverables.
– Supply all necessary data, resources, and information for development.
– Ensure prompt payments as per agreed terms.
8. Confidentiality
Both parties agree to maintain confidentiality of sensitive data throughout the project duration and thereafter.
9. Termination
This agreement can be terminated by either party with 30 days’ notice.
10. Amendment
This SLA may be amended with mutual agreement by both parties.