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Service Level Agreement (SLA)
Why you need SLA
It is a challenge and even a risk to outsource your product/application development for that your internal R &D team would work together with an offshore team which knows nothing about your product/application, your business, your working method..., it may bring unmatched development rhythm, uncontrolled efficiency/code quality, delayed communication, etc. SLA resolves the key problems raised in offshore development and ensures your benefits maximally.
Shinetech SLA
Shinetech signs SLA with client before cooperation starts to secure client' investment. We design different SLAs for different clients upon adequate research on their outsourcing situation in order to provide good services and the most suitable guarantees.
Service standards for most of the clients:
- Everyday working standards – the detailed standard varies to the working/development method of client’s in-house team or we can recommend one depending on the specific situation.
- Task estimation accuracy – actual time spent not more than 10% ~30% (vary to the specific situation) above the original estimation.
- Quality /Code compliance - codes are compliant to >80%~90% (vary to the specific situation) of the defined tasks acceptance criteria on the first delivery.
- Email response time – response done within 4~8 (vary to the specific situation) business hours, including confirmation of receipt and indication of what will be done next & when.
- Free knowledge transfer period – If for any reason, team member needs to be switched, we offer 20 working days knowledge transfer period free of charge for the leader, and 10 working days for the engineer.
Specific items designed in some certain cooperation cases:
- Cost of the latest iteration (2 weeks at most) will be waived if client is not satisfied with it and indicate it within 1 week.
- Any work order can be canceled within 5 working days after the contract is signed.
For Shinetech SLA sample, please fill in the form below and we will send it to you within 1 business day.
