Code warranty and Service Level Agreements

Tags: Clients - Jan 17, 2023

Code Warranty

We offer a 90 day code warranty from the go live date for all of our projects/features.

During this time we will fix any bugs or defects with our code at no cost, with reference to the requirements or acceptance criteria.


Technical Support

Our Service Desk operates Monday to Friday 8:30am to 5:30pm excluding public holidays.

If your product requires us to be available outside of these hours, please contact us regarding a support SLA.


Service Level Agreement

To ensure that we area available to do ongoing work on your product, we can pre-book dedicated hours each month or quarter. Depending on how many hours you need and for what period, you may qualify for an hourly rate discount.


For customers that don’t have an SLA we recommend considering moving to receive several benefits

  • Support services to maintain your products

  • Out of hours support & escalation process

  • Monthly activity reports on the service requests, incidents and product enhancements

  • Quarterly account meetings to review the SLA performance.

  • Conduct quarterly strategic sessions to discuss the product roadmap and new opportunities.

  • Unused or excess hours can roll within a month

  • Potential rate discount or blended rate based on annual spend

  • Service Desk 2 hour minimum charge per ticket does not apply

Key Service Offerings

  1. Service Requests: user support and training.

  2. Incidents / Bugs: root cause analysis and resolution.

  3. Change Requests: product adaptations and enhancements.

Billable activity will include the following where relevant

  • Account management
  • Reporting
  • Project management (planning, scheduling, documentation, briefing)
  • Internal meetings
  • Estimation
  • Lead development
  • Development
  • Testing/testing plans
  • Deployment
  • Dev ops (Hosting, maintenance, monitoring)


The regular hours of service and incident management are:

Monday – Friday, 09:00 to 17:00 NZST (excl. public holidays).

Clients that do not have an SLA agreement are only supported during these hours.


If service is required out of these hours, time will be charged at the excess rate.
After hours service can be contacted via 0800 999 386.

After hours are specified as

  • Monday – Friday, 17:00 to 09:00 NZST
  • Saturday – Sunday, All hours
  • NZ Public Holidays, All hours
  • NZ Specified shutdown, Christmas holidays

The process for service is required out of these hours will be agreed on customer needs per SLA.