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Service Level Agreement

1. Definitions

1.1. A “Project” is one of the following:

  • a website or a multisite
  • a premium plugin or theme
  • SaaS or extensible system
  • complete web solution

1.2. “Client” is an organization, company or individual interested in Project services by DevriX Ltd.

1.3. “Hosting” is the physical location of the entity after the delivery process. We partner with Pagely on their Managed WordPress Hosting solutions depending on the project size or scope, and we are also open to discussing other specific cloud-distributed hosting vendors as per the Client’s request, such as SiteGround, Digital Ocean, self-hosted solutions such as AWS and others.

1.4. “SME” is an abbreviation for “Small and Medium Enterprise”.

2. Agreement

2.1. “Agreement” is considered the successful process of negotiation including the list of features and the budget. Official correspondence over email or instant chat channels is considered to be Specification Documents, Project Proposals, clearly agreed by both parties. Phone calls are not considered to be official correspondence.

2.2. “Scope Creep” is the process of trying to get new features that haven’t been discussed before, within the budget of a Project that reached to Agreement. “Scope Creep” is not allowed in our process. Our Agreement policy strictly defines the type of work that will be completed within the provided budget. Anything that is not explicitly defined in the Agreement and is missing or up for interpretation is, by definition, not going to be delivered.

3. Budget

3.1. Budget is the fixed or ballpark number provided by the client for the project definition. At least a rough number is required for us to propose a list of features that would fit the budget.

3.2. We will not proceed with further communication (phone calls, meetings, proposal definition) without receiving a rough budget by the client. Our position on the subject is that we have a specific range of clients that we are able to help. We believe that both ours and clients’ time is valuable and wouldn’t like to discuss services that clients are not able to afford. On the other end, we would gladly propose a professional high-end solution for larger companies and organization, with extra perks and services if the budget allows that.

3.3. Our team performs best on Projects built on one of the two configurations:

3.3.1. $10,000 – $50,000 Projects that take 2-6 months of Development time

3.3.2. $50,000 – $300,000 Projects that take anywhere between 8 months and 24 months and include long-term maintenance, support and additional features as an added retainer plan.

3.4. DevriX Ltd. offers project and business development based on hourly rates. Our team’s rate is to be determined depending on the volume of work, complexity, and urgency, and is different for retainer plans, maintenance plans and one-off work. Consulting on a specific subject or providing a specific technical advice would be charged additionally, based on our consulting rates . See our current rates here.

4. Specifications

4.1. For Projects that represent websites we would like to receive an initial specification from the client regarding the required features and project structure.

4.2. If a specification of that sort does not exist, we offer an Inquiry Form for new projects that includes the important questions that we need for starters.

5. Customer Base

5.1. Our customer base is SME clients, medium-size organizations and companies. We are happy to work with non-profits and foundations and provide long-term retainer services.

5.2. We prefer to stay away from projects dealing with: political projects, religious services, racism-related structures or anything that could potentially offend or harm our general user and customer audience. If you are unsure of the status of your business solution, you could still get in touch with us and let us know about your business goals.

6. Copyright

6.1. By default all code (scripts, database schemes, markup and styling) provided by DevriX Ltd. remains the intellectual property of DevriX Ltd.

6.2. Media, content (articles, posts, social media statuses and messages), creative logos, banners or images designed for the website are transferred to the Client together with the ownership.

6.3. DevriX Ltd. will link to the projects in the Portfolio section and write down a few paragraphs about our work with the Project. Non-confidential screenshots will be uploaded as well.

6.4. A footer link pointing to our company website will be added to the Project.

6.5. Articles 6.1 through 6.4 are negotiable, depending on the client requests and budget.

7.0. Support Policy

7.1. We provide support through Asana and via email.

7.2. IM, Slack or phone support could be requested separately depending on the project type and the expected support requests.

8. Invoices and Payment

8.1. DevriX Ltd. requires a 5% upfront payment for projects between $8,000 and $25,000.

8.2. Payment iterations are to be defined depending on the amount and type of work, the defined phases and milestones and depending on the length of the contract for service agreements.

8.3. Invoices are to be paid in 14 days from the date of invoice unless specified otherwise in the Agreement.

9. Content Provisioning

9.1. All required content (pages, photos, creative materials) that should be provided by the Client for the Project completion should be provided prior to the Project start.

9.2. Additional resources may be needed and required during the process (SSL certificates, additional servers, etc.) and will be expected within 5 business days of the initiated request.

9.3. Blocker questions during the development project should be replied within 3 business days of the initiated inquiry.

10. Termination

10.1. In the event where the Client does not pay an invoice within 30 days of the due date (44 days of the date of the invoice), DevriX Ltd. has the right to suspend the remaining amount of work for the Client until the payment is being processed.

10.2. In the event where the Client does not not pay a required service for the project (such as: Hosting account invoice, Email service invoice, VPN costs, etc.) within 30 days of the due date (44 days of the date of the invoice), DevriX Ltd. has the right to postpone the work related to said feature or suspend the entire work until the payment is being processed.

10.3. In the event of violation of 9.1., 9.2. or 9.3. and the terms defined there (unless overwritten in the Agreement document) DevriX Ltd. has the right to postpone the delivery date of the end project.

10.4. In the event of 10.3. and answers or content deliveries being postponed for more than 2 weeks after the allowed response time for 9.1., 9.2. or 9.3. unless agreed prior to the project start, DevriX Ltd. has the right to terminate the project or ask for additional time and costs for the project completion.

10.5. In the event of continuous work interruptions due to emails, IM messages or calls from the Client with requests unrelated to the current project phase, or continuous Scope Creep requested by the client, DevriX Ltd. will be entitled to give 14 days written notice to the Client with a final notice for violating 10.5. If the Client ignores the warning and proceeds with the work interruption and external features within the agreed budget and time frame, DevriX Ltd. will have the right to terminate the contract and invoice the Client for the full amount of work to-date including the additional time spent by a Project Manager or an Employee with the Client.

Disclaimer: DevriX Ltd. is not responsible for typos on this page. The terms here are provided for your information only. For reference to your specific user terms, rights and responsibilities, please refer to your signed agreement with DevriX Ltd.

Last updated: September 2018