Software Development & SLA Terms — ServoraPrise Tech & Smart Automation

Effective Date: September 9, 2025

1. Applicability

These Terms govern the provision of software development, automation solutions, and related support services by ServoraPrise. They apply to all projects unless otherwise modified in a written agreement or Statement of Work (SoW).

2. Scope & Deliverables

• Deliverables will be defined in the mutually agreed SoW for each project.
• Change requests must be submitted in writing and may be subject to revised timelines and additional fees.
• We use Agile and milestone-based methodologies where appropriate, with progress reports shared regularly.

3. Ownership & Intellectual Property

Unless expressly agreed otherwise, ownership of the final deliverables transfers to the client upon full and final payment. ServoraPrise retains rights to:

• Pre-existing frameworks, libraries, or third-party tools used in development.
• Generic, reusable components and know-how developed as part of the project.

Clients are granted a non-exclusive license to use such components as embedded in the deliverables.

4. Acceptance & Warranty

• Deliverables will be subject to acceptance testing against agreed requirements.
• Defects reported within the warranty period (30–90 days depending on project size) will be remedied at no additional cost.
• Post-warranty issues may be covered under ongoing support or maintenance agreements.

5. Service Level Agreement (SLA)

Support services are delivered according to the following SLA targets:

• Uptime target: 99% per calendar month (excluding scheduled maintenance).
• Incident priority levels:
  • P1 — Critical: System down / severe impact — response within 4 hours, resolution goal within 24 hours.
  • P2 — High: Major functionality impaired — response within 24 hours, resolution goal within 3 business days.
  • P3 — Normal: General issues or requests — response within 72 hours, resolution goal within 7 business days.
• Maintenance: Scheduled maintenance windows will be communicated at least 48 hours in advance.

6. Confidentiality & Security

• Both parties shall maintain confidentiality of trade secrets, code, documentation, and business information.
• Data shared during the project will be handled in compliance with applicable privacy and security regulations.
• Reasonable security practices (e.g., encrypted storage, access controls, secure deployment pipelines) will be applied to all client data.

7. Limitation of Liability

ServoraPrise is not liable for indirect, incidental, or consequential damages. Total liability under this agreement shall not exceed the total fees paid for the project in question.

8. Amendments

These Terms may be updated periodically. Clients will be notified of material changes, and continued engagement constitutes acceptance of revised terms.