Service Level Agreement (SLA)

Effective Date: 27/04/2023

1. Purpose

This Service Level Agreement (SLA) outlines the performance and service standards provided by Piranha Studios to its clients. This SLA is designed to ensure a clear understanding of our service commitments and quality standards.

2. Scope of Services

Piranha Studios offers the following digital services:

• Website Development:
  • Custom website design and development
  • E-commerce solutions
  • Content Management System (CMS) integration
  • Responsive design for mobile compatibility
• Mobile Application Development:
  • Native iOS and Android app development
  • Cross-platform app development
  • Progressive Web Apps (PWAs)
• SAAS Solutions:
  • Custom SAAS platform development
  • Cloud-based software solutions
  • API development and integration
• Custom AI Solutions:
  • Machine Learning model development
  • Natural Language Processing (NLP) applications
  • Computer Vision solutions
• Analytics Dashboards:
  • Custom data visualization dashboards
  • Business intelligence solutions
  • Real-time data analytics
• Ongoing Support and Maintenance:
  • 24/7 technical support
  • Regular software updates and security patches
  • Performance optimization
• Digital Marketing and SEO:
  • Search Engine Optimization (SEO)
  • Pay-Per-Click (PPC) advertising
  • Social media marketing strategies
  • Content marketing
• UI/UX Design:
  • User Interface (UI) design
  • User Experience (UX) research and design
  • Prototyping and wireframing

3. Service Performance Standards

3.1 Service Availability

Piranha Studios guarantees a service uptime of 99% excluding planned maintenance periods.

3.2 Response Times

• Critical Issues (e.g., service downtime): Response within 1 hour.
• High Priority Issues (e.g., major functionality impairment): Response within 4 hours.
• Normal Priority Issues (e.g., minor functionality issues, general inquiries): Response within 1 business day.

3.3 Resolution Times

• Critical Issues: Resolution within 24 hours.
• High Priority Issues: Resolution within 3 business days.
• Normal Priority Issues: Resolution as per mutually agreed timelines based on the complexity of the issue.

4. Client Responsibilities

• Provide timely and detailed notifications of any service issues.
• Ensure that all necessary information and access required for issue resolution are promptly provided.
• Comply with payment terms as outlined in individual contracts or service agreements.
• Maintain necessary software and hardware on the client side to access and use our services.
• Ensure that only authorized personnel have access to the provided services and administrative interfaces.

5. Performance Monitoring and Reporting

Piranha Studios will provide quarterly performance reports detailing service uptime, issue resolution metrics, and client support activities. These reports will be made available through a secure client portal or sent via email as per client preference.

6. Service Management

A dedicated account manager will be assigned to each client, serving as the primary contact for service management and escalation. The account manager will be responsible for regular check-ins, addressing concerns, and ensuring client satisfaction.

7. Amendments to the SLA

This SLA may be updated periodically to reflect the evolving nature of our services and market needs. Current clients will be notified of any changes in advance, with a minimum notice period of 30 days before the new terms take effect.

8. Service Credits

In the event that Piranha Studios fails to meet the service uptime commitment, clients may be eligible for service credits. The credit amount will be calculated as a percentage of the monthly service fee, based on the duration and severity of the service interruption. Specific terms will be detailed in individual client contracts.

9. Limitation of Liability

Piranha Studios' liability under this SLA is limited to the provision of service credits and shall not exceed the service fees paid by the client for the month in which the failure occurred. Piranha Studios is not liable for any indirect, consequential, or incidental damages arising from the use of our services.

10. Termination

This SLA remains effective until superseded by a revised agreement mutually endorsed by the parties. Either party may terminate this agreement with 30 days written notice, subject to the terms outlined in the master service agreement or contract.

11. Dispute Resolution

Any disputes arising from this SLA will first be addressed through good-faith negotiations between the parties. If a resolution cannot be reached, the dispute will be subject to mediation or arbitration as specified in the master service agreement.

12. Contact Information

For any issues or inquiries related to this SLA or services provided, please contact:

Email: info@piranha-studios.co.uk

By engaging our services, you acknowledge that you have read, understood, and agree to the terms outlined in this Service Level Agreement.

Last updated: 1/21/2025