Service Level Agreement (SLA)

Why you need SLA

It is both challenging and risky to outsource software product/application development tasks. Your internal R & D team is expected to work seamlessly with an offshore supplier that may know nothing about your product/application, your business, your working methods and quality standards. The pitfalls include unmatched development rhythms, unmanaged efficiency, poorly controlled code quality and delayed communications, all leading to increased costs and the missed opportunity to deliver competitive advantage.

A well structured SLA is the foundation for delivering long term synergistic collaborations. It addresses up front, the well documented key problem areas associated with offshore development and ensures that you maximise the benefits.

Shinetech SLA

Shinetech signs a SLA with every client before a cooperation starts, to identify and minimise the risks involved in this type of business investment. We design different SLA’s for different clients based on a clear understanding of their outsourcing expectations. This allows us to tailor our services to specific requirements and to commit to the most suitable guarantees.

Service standards for most of the clients:

• Everyday working standards – detailed standards vary according to client in-house working/development methods or we can recommend Shinetech standards 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 will be waived (2 weeks at most) if client is not satisfied and claims within 1 week.
• Any work order can be cancelled 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.

Note: All information is strictly confidential. Shinetech will NOT use the information in this form for any purpose other than the direct communication with you or your company.

Contact:	*
Email:	*
Telephone:	*(include country code)
Comments:
	Submit Reset