Service Level Agreement
Last Updated: June 9, 2026
1. Deployment & Definition of Done
Upon receipt of functioning VPS credentials, Licensor's engineering team will initialize server deployment within five (5) business days. Deployment is determined complete when the sandbox database processes incoming mock API endpoints and registers verified payload handshakes.
2. Incident Classification & Response
Licensor will address technical anomalies originating strictly within the core script engine based on severity:
| Severity Level | Definition | Response Time |
|---|---|---|
| Priority 1 (Critical) | Core backend database script crash or failure of the MES Order Router executing commands to factory links. | < 4 Hours |
| Priority 2 (Degraded) | Latency in the Predictive Market Scraper data processing or anomalies in front-end client app compilation. | < 24 Hours |
| Priority 3 (General) | General architectural queries, cosmetic UI formatting, or configuration requests. | < 48 Hours |
3. Exclusions
- Hardware Failures: Licensor is not responsible for outages caused by underlying VPS provider failures, bandwidth throttling, or hardware resource depletion.
- Downstream Network Changes: If an integrated third-party factory changes its proprietary MES API routing layout, troubleshooting falls outside standard SLA coverage and accrues billable hourly consulting.
- Code Tampering: Unauthorized modification of core server scripts, database schemas, or scraping logic instantly nullifies all support obligations and voids technical warranties.