Legal
Service Level Agreement
Last updated: 19 June 2026
1. Purpose
This Service Level Agreement ("SLA") defines the delivery commitments, quality standards, and remedies that E-Tech OS provides to clients for professional service engagements. It supplements our Service Agreement and Support Policy.
2. Delivery Commitments
Each service package specifies an estimated delivery timeframe in business days. These estimates assume timely submission of the project brief and required assets by the client.
| Service Type | Expert Assignment | First Deliverable |
|---|---|---|
| Audits & Reports | 1 business day | Per package (typically 3–7 days) |
| Strategy & Planning | 1 business day | Per package (typically 5–10 days) |
| Development & Design | 2 business days | Per package (typically 7–21 days) |
| Consultation Sessions | Immediate on booking | Per scheduled slot |
| Analytics & AI | 2 business days | Per package (typically 5–14 days) |
All timeframes are business day estimates from brief submission (not from order date).
3. Quality Standards
All deliverables are held to the following standards before submission:
- Completeness: All items listed in the package scope are included and functional.
- Accuracy: Data, analysis, and recommendations are based on verified sources and sound methodology.
- Presentation: Written work is professional, proofread, and clearly structured. Design work meets accessibility standards.
- Technical quality: Code deliverables are tested, documented, and deploy-ready. Performance benchmarks (where applicable) are met.
- Alignment: Deliverables align with the brief as submitted, any clarifications agreed during the engagement, and the package description.
4. Revision Commitments
We respond to revision requests within 2 business days of receipt. Revision deliveries are submitted within the timeframe agreed at the start of the revision round, typically matching the original delivery window for the scope of changes requested.
Revisions are limited to changes within the original agreed scope. Scope expansion is handled as a new order or change request.
5. Platform Availability
The E-Tech OS client portal targets 99.5% monthly uptime (excluding scheduled maintenance). Scheduled maintenance is communicated at least 24 hours in advance via email and in-platform notification.
Portal downtime does not pause active service order timelines unless it directly prevents us from delivering work. In such cases, timelines will be extended by the duration of the outage.
6. SLA Remedies
If we fail to meet a delivery commitment and it is not due to client delays or force majeure:
- 1–3 business days late: We will provide a written explanation and revised delivery date.
- 4–7 business days late: You are entitled to a 10% fee credit on the affected service, applied to a future order.
- 8+ business days late: You may request a full refund for the undelivered service, or a 20% fee credit applied to a future order at your choice.
Remedies are applied upon written request via a support ticket referencing this SLA.
7. Exclusions
SLA commitments do not apply where delays are caused by:
- Client failure to submit required materials or feedback within 5 business days.
- Scope changes requested after brief submission.
- Third-party failures (Stripe, hosting providers, domain registrars).
- Force majeure events (natural disasters, government actions, internet infrastructure failures).