Service Agreement Policy

1. Scope definition

Every engagement is governed by a written scope: a proposal, statement of work, or the deliverables list published for a fixed-price package. Only what is stated in that document is included.

For substantial custom builds we recommend a paid discovery engagement first. It produces documented requirements, architecture direction, a phased plan and an estimate with confidence ranges. The output belongs to you whether or not you proceed with the build.

2. Delivery approach

Work is delivered in phases or sprints with demonstrations of working software at agreed intervals, typically fortnightly. You see progress continuously rather than at the end.

Each phase has defined deliverables and acceptance criteria. Timelines assume timely client feedback and availability of agreed dependencies.

3. Change control

Requests outside the agreed scope are handled through a written change order stating the work, cost impact and timeline impact. Work proceeds only after you approve it.

Nothing outside approved scope is absorbed silently or billed as a surprise. If a request is small enough that we choose to absorb it, we will say so explicitly.

Where a change materially alters the architecture or sequencing, we may need to re-baseline the remaining plan, and will explain why.

4. Client dependencies

Delivery requires timely provision of: decisions and feedback within agreed review windows; content, assets and data in usable form; access to systems, environments and third-party accounts; and availability of nominated stakeholders for demonstrations and workshops.

Where a dependency is outstanding, affected work pauses. Extended delays may require timeline adjustment and, where capacity has been reserved, may attract a rescheduling charge notified in advance.

5. Acceptance

Deliverables are submitted for review with a defined acceptance window, normally five business days. You may accept, or provide a written list of variances against the agreed specification.

We correct genuine variances at no charge. Requests that go beyond the specification are handled as change orders.

Where no response is received within the acceptance window, the deliverable is deemed accepted so that delivery can continue.

6. Warranty

Custom deliverables carry a 90-day warranty from acceptance. Within that period we correct, at no charge, defects where the software does not materially conform to the agreed specification.

The warranty does not cover: changes to requirements; defects arising from modifications made by others; failures in third-party services outside our control; or issues caused by use outside the documented operating conditions.

Each engagement also includes a post-launch support period of 30 to 90 days depending on size, covering stabilisation as well as warranty defects.

7. Intellectual property and handover

On receipt of all amounts due, intellectual property in custom deliverables transfers to you, including source code, designs and documentation. We hand over repositories, infrastructure account access and deployment documentation.

Cyntra retains ownership of pre-existing tools, libraries, internal frameworks and general know-how, and grants you a perpetual, non-exclusive licence to use any such component embedded in your deliverables.

Licensed Cyntra software products are governed by the Software License Policy and are not transferred outright unless a source-code licence is expressly purchased.

We do not hold your systems hostage. Even where an engagement ends badly, you receive everything needed for another team to take over, subject to payment for work performed.

8. Subcontracting and personnel

We may use vetted subcontractors bound by equivalent confidentiality and security obligations. We remain responsible for the work.

We aim for continuity of personnel but may substitute team members of equivalent capability. Where a change affects a key role we will tell you.

9. Suspension and termination

Either party may terminate for material breach uncured 15 business days after written notice. You may also terminate for convenience with 20 business days' written notice.

On termination you pay for work performed and costs irrevocably committed. We deliver work in progress and provide reasonable transition assistance on payment of outstanding amounts.

10. Timelines

Published and quoted timelines are good-faith estimates based on the agreed scope and assume normal client responsiveness. They are not guarantees.

Where a timeline is contractually critical to you, tell us during scoping. We can structure the engagement to protect a fixed date, usually by reducing scope rather than compressing quality.