Home Legal Service Level Agreement

Last Updated: October 20, 2025

This Service Level Agreement ("SLA") outlines the standards and commitments BagginsHQ provides for our service delivery, support, and maintenance across our technology solutions and services.

1. Service Overview

1.1 Scope of Services

  • Mobile Application Development
  • Website Development
  • Software Development
  • Custom Technology Solutions
  • Integration Services

1.2 Service Standards

  • Industry best practices and standards
  • Quality assurance processes
  • Security compliance measures
  • Performance optimization

2. Payment Terms & Project Management

2.1 Project Initiation & Deposit Requirements

To commence development work on your project, BagginsHQ requires an initial deposit payment. This deposit structure ensures commitment from both parties and allows us to allocate dedicated resources to your project immediately.

  • An initial deposit is required before development work begins
  • The deposit amount is mutually agreed upon between the client and BagginsHQ based on project scope and requirements
  • Deposit terms are clearly outlined in your service contract or project agreement
  • The initial deposit demonstrates commitment and secures your project timeline in our development schedule

2.2 Payment Structure

Our payment structure is designed to be transparent and aligned with project milestones:

  • Initial deposit payment to initiate project development
  • Balance payment due upon successful completion of development work
  • All payment terms are clearly defined in your project contract
  • Flexible payment arrangements may be available for enterprise clients or larger projects

2.3 eService Portal - Client Dashboard

Upon project initiation, all clients receive access to our exclusive eService Portal, a comprehensive client management system designed to streamline communication and project oversight.

eService Portal Features:

  • Secure Payment Processing: Make deposit and balance payments directly through the portal using secure payment methods
  • Real-Time Project Monitoring: Track the progress of your project's development cycle with live updates and milestone tracking
  • Development Timeline: View detailed timelines, deliverables, and upcoming milestones
  • Direct Communication: Communicate with your dedicated project team through integrated messaging
  • Document Repository: Access project documentation, specifications, and deliverables in one centralized location
  • Invoice Management: View and download invoices, payment receipts, and financial documentation
  • Support Ticketing: Submit and track support requests during and after project completion

Access Your Client Portal:

Login to eService Portal

New clients will receive portal credentials upon project contract signing

2.4 Payment Methods

We accept various payment methods through our eService Portal for your convenience:

  • Credit/Debit Card payments (Visa, MasterCard, American Express)
  • Bank transfers (international and domestic)
  • Wire transfers for enterprise clients
  • Digital payment platforms (subject to regional availability)
  • Mobile Money payments for clients in African countries including Kenya, Tanzania, Uganda, and Ghana

3. Service Categories

3.1 Mobile Development

  • iOS and Android native applications
  • Cross-platform solutions
  • Mobile app maintenance
  • App store deployment support

3.2 Website Development

  • Custom website development
  • E-commerce solutions
  • Content management systems
  • Web application development

3.3 Software Development

  • Custom software solutions
  • Enterprise applications
  • API development and integration
  • Legacy system modernization

4. Support Terms

Our support framework includes:

4.1 Initial Support Period

  • Free technical support for 1 month post-delivery
  • Bug fixes and critical updates
  • Basic implementation support
  • Documentation assistance

4.2 Extended Support Options

  • Long-term support agreements available
  • Custom maintenance packages
  • Priority support services
  • Dedicated support team options

5. Response Times

Our standard response times for different severity levels:

  • Critical Issues: Within 2 hours
  • High Priority: Within 4 hours
  • Medium Priority: Within 8 hours
  • Low Priority: Within 24 hours

6. Service Metrics

We maintain the following service levels:

  • System Availability: 99.9% uptime
  • Performance Monitoring
  • Regular Service Reviews
  • Monthly Status Reports
  • Quality Assurance Metrics

7. Maintenance

Our maintenance procedures include:

  • Scheduled Maintenance Windows
  • Emergency Maintenance Protocols
  • Version Updates and Patches
  • Security Updates
  • Performance Optimization

8. Service Credits

Service credit policies for SLA violations:

  • Credit calculation methods
  • Claim procedures
  • Eligibility criteria
  • Credit limitations

9. Exclusions

The following are not covered under this SLA:

  • Force majeure events
  • Unauthorized modifications
  • Third-party service failures
  • Non-supported environments
  • Development of new features

Contact Information

For questions about our Service Level Agreement:

Email: corporate-relations@bagginshq.com
Subject Line: SLA Inquiry

Response Time: 5-14 business days

This Service Level Agreement is subject to change. Any modifications will be communicated to clients and updated in our documentation. For detailed information about specific services and their SLAs, please refer to your service contract or contact our support team.

Questions About This SLA?

For inquiries regarding our Service Level Agreement, please contact us:

Email: corporate-relations@bagginshq.com

Important: Include "SLA Inquiry" in the subject line or your email will not receive a response.
Response Time: 5-14 business days

Unlock a world of digital potential with BagginsHQ, your trusted partner for innovative mobile app, software, and premier web development services.

Global Offices

Europe

United Kingdom

Part of Gerizon UK
71-75, Shelton Street, Covent Garden
London, WC2H 9JQ
England & Wales

Netherlands

Baggins Tech Netherlands B.V.
World Trade Center (WTC)
Strawinskylaan 1
1077 XW Amsterdam

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Middle East

Baggins Qatar Technologies
Office 1502, 15th Floor, Palm Tower B
Majlis Al Taawon Street, West Bay
Doha, State of Qatar

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(UAE entity: Baggins Technologies FZE)

Africa

Baggins SA Digital Solutions
Suite 7A, The Modernist
35 Loop Street, Cape Town CBD
Cape Town, 8001, Western Cape
South Africa

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(KE entity: Baggins Technology Enterprises)

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