This Service Level Agreement (“SLA”) outlines the service commitments, responsibilities, and processes followed by Quodless Technologies (“Quodless”) in providing its services to all clients (“Client”). This SLA applies to all service engagements, including those without a dedicated support contract, unless otherwise superseded by a separate written agreement.

Scope of Services

Quodless provides a range of services, including but not limited to:

• Software, landing page, and mobile app development (using low-code, AI, or traditional tools)

• UI/UX design

• Software architecture and project planning

• Consultation and business model advisory

• Automation and integrations

• Bug fixing, QA, and testing

• Project management and support services

• Hourly development packages and technical troubleshooting
  
  

SLA Coverage

This SLA covers all clients, whether on a fixed project, milestone-based agreement, or hourly package. Some premium features (such as 24/7 technical support) are only available if explicitly subscribed to and stated in writing.

Support Hours and Availability

Standard support hours are:

• Monday to Thursday: 9:00 PM – 5:00 PM (Gulf Standard Time)

• Friday: until 12:00 PM GST

Support outside these hours is provided on a best-effort basis only and is not guaranteed unless the Client is subscribed to a 24/7 support plan.

Communication Channels

Clients may contact Quodless via:

• Email: hello@quodless.com

• WhatsApp (project manager or team contact)

• Direct mobile call (for active project liaisons)

All bug reports, feature requests, or feedback must be submitted via email to be formally tracked under this SLA.

Response and Resolution Expectations

Quodless commits to responding to issues and client requests as soon as reasonably possible. However, actual resolution timelines depend on:

• The severity and complexity of the request

• Availability of developers or technical team members

• Third-party service constraints

For clients without 24/7 support subscriptions, response and resolution times are not guaranteed.

Project Feedback and Hold Protocol

Clients are expected to provide timely feedback, approvals, and testing. To maintain project flow:

• Day 5 (from latest client request or task submission): A follow-up will be sent

• Day 10: If no response, the project will be placed “on hold”, and the team may be reassigned

• Day 20: Another follow-up will be issued

• Day 30: Project status updated to “vacant”

• Day 45: Quodless reserves the right to cancel the project. The client must pay for all completed work and any outstanding invoices up to the date the project was placed on hold.

If a project is reinstated after being on hold, Quodless may impose additional costs, and resuming work is not guaranteed and will depend on team availability.

Clients also acknowledge that project roadmaps are estimates and may change due to third-party tool limitations or new blockers.

Bug Resolution

• Bugs must be reported by email.

• If the client’s proposal/quote includes complimentary post-deployment support, it applies only to bugs caused by Quodless within the original scope.

• All other bugs or requests (outside scope or caused by third parties) will require new hours or a change request.
  
  

Uptime and Feature Delivery Disclaimer

Quodless does not offer any uptime guarantee or feature performance warranty. We are responsible solely for the development and implementation of requested features—not for the uptime, deliverability, or long-term compatibility of third-party tools (e.g., Bubble, Supabase, Make.com, Stripe, etc.).

Payment Terms and SLA Activation

• This SLA takes effect once the advance payment is cleared.

• A resource allocation and planning period of up to 5 business days follows.

• General project milestones then proceed as per the agreed proposal or quote.

• For qualifying projects, Net 30 and Net 60 payment terms may be approved in writing.
  
  

No Penalty or Credit Clause

Quodless does not offer any financial penalties, guarantees, or service credits for unmet timelines, delays, or client dissatisfaction, except where expressly agreed in writing.

Client Responsibilities

Clients agree to:

• Provide clear requirements and timely feedback

• Submit approval or comments within a reasonable period

• Make timely payments as per the agreed proposal

• Understand and accept the flexible nature of roadmaps and development timelines

Failure to meet these responsibilities may impact delivery timelines and waive any project timeline guarantees.

Revisions and Amendments

Quodless reserves the right to update this SLA at any time. Clients are encouraged to review the latest version on our website or request a copy if needed.

Contact

For any SLA-related concerns, please contact:

📧 hello@quodless.com

📍 Corniche Road, Abu Dhabi, United Arab Emirates