Service Level Agreement

This Service Level Agreement ("SLA") defines the performance standards and service commitments for GetProdReady's code review services. This SLA applies to all paid service plans.

Service Delivery Commitments

Delivery Timeframes

Service Plan	Standard Delivery	Rush Delivery	Maximum LOC
Launch Plan	3 business days	2 business days (+50%)	5,000 lines
Growth Plan	5 business days	3 business days (+50%)	20,000 lines
Scale Plan	Custom timeline	Negotiated	Unlimited

Business Days: Monday through Friday, excluding US federal holidays. Delivery timer starts after payment confirmation and repository access is granted.

Service Quality Standards

Review Quality Commitments

• Comprehensive Coverage: Analysis of security, performance, architecture, and maintainability
• Actionable Findings: Clear descriptions with specific fix recommendations
• Prioritized Issues: Severity ratings (Critical, High, Medium, Low)
• Code Examples: Before/after code snippets for critical issues
• Executive Summary: High-level overview suitable for stakeholders

Communication Standards

Response Times

Inquiry Type	Response Time	Resolution Target
General Questions	24 hours	48 hours
Technical Support	12 hours	48 hours
Report Clarifications	8 hours	24 hours
Urgent Issues	4 hours	24 hours
Security Incidents	1 hour	4 hours

Communication Channels

• Primary: Contact form responses via email
• Growth/Scale Plans: Optional consultation calls
• Project Updates: Proactive communication for any delays
• Emergency: Dedicated security incident response

Availability and Reliability

Service Availability

• Website Uptime: 99.9% monthly availability
• Review Team: Available Monday-Friday, 9 AM - 6 PM EST
• Support: 24/7 contact form, business hours for responses
• Planned Maintenance: Scheduled during weekends with advance notice

Capacity Management

• Maximum project queue length disclosed on website
• Automatic waitlist management for high-demand periods
• Proactive capacity scaling during busy periods
• Priority queuing for Growth and Scale plan customers

Performance Monitoring

We continuously monitor and track:

• Delivery Performance: On-time delivery rates by service plan
• Quality Metrics: Customer satisfaction scores and feedback
• Response Times: Average and 95th percentile support response times
• System Uptime: Website and service availability
• Security Metrics: Incident response times and resolution rates

Service Credits and Remedies

Delivery Delays

• 1-2 days late: 25% service credit
• 3-5 days late: 50% service credit
• 6+ days late: Full refund option

Quality Issues

• Incomplete Review: Free re-review or partial refund
• Major Errors: Corrected report within 24 hours
• Unsatisfactory Quality: Full refund within 7 days

Support Failures

• Missed Response SLA: Priority handling of next inquiry
• Repeated Failures: Service credit or priority upgrade

Exclusions and Limitations

This SLA does not apply in cases of:

• Force majeure events (natural disasters, wars, pandemics)
• Third-party service failures (GitHub outages, payment processor issues)
• Customer-caused delays (late repository access, unresponsive to questions)
• Code exceeding specified limits without prior arrangement
• Rush requests submitted with insufficient advance notice

Escalation Process

If We Miss Our SLA

1. Automatic Notification: We proactively inform you of delays
2. Remediation Plan: Clear timeline for resolution
3. Service Credit: Automatic credit applied to your account
4. Management Review: Senior team reviews recurring issues

Customer Escalation

1. Support Team: Initial contact via support form
2. Team Lead: Escalated if unresolved within 48 hours
3. Management: Senior leadership for persistent issues
4. Executive: CEO involvement for critical business impact

SLA Reporting

We provide transparency through:

• Monthly Reports: SLA performance metrics and trends
• Service Reports: Regular performance metrics and transparency reports
• Annual Review: Comprehensive SLA performance analysis
• Customer Portal: Individual project status and history

Continuous Improvement

We are committed to continuous service improvement:

• Regular review and updating of SLA commitments
• Customer feedback integration into service improvements
• Investment in team training and process optimization
• Technology upgrades to improve delivery speed and quality

Contact and Support

For SLA-related questions or to report a service issue:

• General Support: Contact Form
• SLA Issues: Contact Form
• Escalations: Contact Form
• Service Info: Contact us for current service information