Service Level Agreement
This page summarizes the baseline service commitments SSTD typically uses before any engagement-specific modifications in a signed agreement.
Coverage Scope
Service levels apply only to work explicitly covered by an active statement of work, support agreement, or retainer. Advisory-only engagements may not include operational response obligations unless stated otherwise.
Support channels, response windows, severity definitions, and maintenance boundaries are always confirmed in writing during onboarding.
Response Expectations
For covered incidents, SSTD aims to acknowledge critical production-impacting issues within the response window defined in the governing agreement and to provide regular status updates while the issue is active.
Lower-severity requests such as planned changes, architecture questions, and non-urgent defects are handled according to the agreed delivery cadence rather than emergency response targets.
Exclusions and Changes
SSTD is not responsible for outages or degradation caused by third-party provider failures, customer-controlled changes outside the agreed process, force majeure events, or unsupported systems not included in scope.
Questions about service commitments can be directed to legal@sstd.cc.