Service Level Agreement (SLA)

1. Purpose

This Service Level Agreement ("SLA") describes the standards DREOS STUDIO LLC ("DREOS STUDIO," "we," "us," or "our") applies to active development engagements and, in particular, to ongoing monthly maintenance services provided to business Clients ("Client," "you"). This SLA supplements our Terms of Service and applies alongside any project- or maintenance-specific terms agreed in a Project Agreement. Where a signed Project Agreement specifies different service levels than those described here, the Project Agreement will govern for that engagement.

This SLA is intended to set clear, honest expectations. As a boutique technical studio delivering custom-scoped work, exact response times and availability levels may be tailored per project and confirmed in writing; the standards below reflect our general operating commitments.

2. Definitions

• "Business Day" means Monday through Friday, excluding U.S. federal holidays.
• "Business Hours" means 9:00 AM to 6:00 PM in DREOS STUDIO's operating time zone, on Business Days, unless otherwise agreed.
• "Initial Response" means the acknowledgment by DREOS STUDIO that a support request has been received and is being triaged, which may occur before full diagnosis or resolution.
• "Resolution" means the point at which the reported issue has been fixed, mitigated, or otherwise addressed to the Client's reasonable satisfaction.
• "Service Credit" means a discretionary credit applied toward a future maintenance invoice, as described in Section 15.

3. Service Tiers Covered

This SLA applies to the following categories of engagement:

• Active Development Projects — engagements where DREOS STUDIO is actively building a defined Deliverable under a Project Agreement.
• Monthly Maintenance — ongoing support covering monitoring, bug fixes, scaling, feature improvements, optimization, and technical support following project completion.

Consulting-only engagements (e.g., architecture review, AI strategy) are governed by the specific terms of the applicable consulting agreement and are not subject to the uptime or response-time commitments in this SLA unless expressly stated.

4. Business Hours and Availability

Unless otherwise agreed in a Project Agreement, DREOS STUDIO's standard business hours are Monday through Friday, excluding U.S. federal holidays. Support requests submitted outside of business hours will be addressed on the next business day, except where a Client has contracted for extended or priority support coverage. Clients requiring 24/7 or weekend coverage (for example, for a system supporting continuous business operations) may request a custom support arrangement, which will be scoped and priced separately.

5. Holiday Coverage

DREOS STUDIO observes standard U.S. federal holidays, during which support response times described in this SLA do not apply, except for Critical (Severity 1) issues, which will receive best-effort attention even during holiday periods where reasonably possible. A list of observed holidays for the upcoming year will be communicated to active maintenance Clients in advance.

6. Communication Channels

Support and project communication may occur through Email, Slack, Microsoft Teams, Discord, WhatsApp, Telegram, Google Meet, or Zoom, depending on the Client's preference as agreed at the start of the engagement. For issue tracking and accountability, we recommend — and may require for maintenance Clients — that support requests be logged through a designated primary channel (such as a shared Slack channel or ticketing system) so that response times can be accurately tracked. Where multiple channels are used informally, only requests submitted through the agreed primary channel are guaranteed to fall within the response-time commitments of this SLA.

7. Onboarding for New Maintenance Clients

When a Client begins a monthly maintenance engagement, DREOS STUDIO will confirm, in writing:

1. The designated support communication channel(s) to be used for issue reporting.
2. The Client's primary and, where applicable, secondary points of contact authorized to submit and prioritize support requests.
3. Access credentials and permissions required for DREOS STUDIO to monitor and maintain the relevant systems.
4. The agreed monthly support hour allotment, if applicable, and how additional hours beyond that allotment will be handled.
5. Any Client-specific escalation preferences or business-critical periods (such as seasonal peak usage) that should inform prioritization.

8. Issue Severity Levels

8.1 Critical (Severity 1)

The system is down, inaccessible, or a core function is completely unusable for the Client or its end users (e.g., site outage, complete loss of functionality, data-loss risk, security breach).

Target Initial Response: Within 4 business hours (or as otherwise specified in the Project Agreement for Clients with priority support).

Target Update Cadence: Status updates at least every 4 business hours until resolved or mitigated.

Example: The Client's production application returns errors for all users, or a payment processing integration has stopped working entirely.

8.2 High (Severity 2)

A significant feature is impaired or malfunctioning, causing meaningful disruption, but the system remains partially usable (e.g., a key workflow is broken, but the platform is otherwise accessible).

Target Initial Response: Within 1 business day.

Target Update Cadence: Status updates at least every 1–2 business days until resolved.

Example: A specific report or dashboard fails to load correctly, or a non-critical integration intermittently fails.

8.3 Medium (Severity 3)

A non-critical issue affecting a secondary feature, cosmetic issue, or a minor bug that does not significantly impair core functionality.

Target Initial Response: Within 2–3 business days.

Example: A visual formatting inconsistency, or a minor bug affecting an infrequently used feature.

8.4 Low (Severity 4)

General questions, minor enhancement requests, or non-urgent feature suggestions.

Target Initial Response: Within 5 business days.

Example: A request to discuss a possible future feature, or a general question about system behavior.

These response times reflect our target for initial acknowledgment and triage, not necessarily full resolution, which depends on the complexity of the issue. Severity levels are assessed by DREOS STUDIO in good faith based on the information provided by the Client at the time of the report and may be adjusted as more information becomes available. Where the Client and DREOS STUDIO disagree on the assigned severity, DREOS STUDIO will explain its reasoning and remains open to reconsidering the classification based on additional information.

9. Resolution Expectations

Resolution timelines vary based on the complexity of the issue, the need for third-party provider fixes, and whether the fix requires additional scoping. DREOS STUDIO commits to:

• Acknowledging all support requests within the response times set out in Section 8.
• Providing a status update or estimated resolution timeline once an issue has been triaged.
• Communicating proactively if a resolution requires work beyond the scope of standard maintenance, in which case a separate quote may be provided.
• Prioritizing Critical and High severity issues ahead of Medium and Low severity requests when allocating available support capacity.

Critical (Severity 1) issues will be worked on continuously during business hours until resolved or mitigated, with status updates provided at reasonable intervals as described in Section 8.1.

10. Scope of Maintenance Services

Monthly maintenance, where contracted, generally includes:

• Monitoring of the deployed system for uptime and performance issues, where monitoring tooling has been implemented as part of the project.
• Bug fixes for defects in functionality originally delivered by DREOS STUDIO.
• Minor feature improvements and iterative enhancements within a reasonable scope.
• Performance optimization and routine technical maintenance.
• Security updates and dependency patching for the system's codebase and infrastructure, where within DREOS STUDIO's management.
• General technical support and consultation related to the delivered system.
• A reasonable, agreed monthly allotment of support hours, as specified in the maintenance agreement.

10.1 Out-of-Scope Work

The following are generally not included in standard monthly maintenance and may be quoted separately:

• Net-new feature development beyond minor, routine improvements.
• Major architectural changes or platform migrations.
• Third-party integration builds not covered in the original scope.
• Emergency work required due to Client-caused misconfiguration outside of DREOS STUDIO-managed infrastructure.
• Support for systems or code not originally developed or subsequently maintained by DREOS STUDIO.
• Work exceeding the agreed monthly support hour allotment, if applicable.

Where a request falls outside standard maintenance scope, DREOS STUDIO will inform the Client and provide a separate estimate before proceeding.

11. Uptime Expectations for Managed Infrastructure

Where DREOS STUDIO manages hosting or infrastructure on behalf of the Client, we design systems using reputable cloud infrastructure providers that themselves typically target high availability (commonly in the range of 99.9% uptime or better, depending on the provider and configuration). DREOS STUDIO does not independently guarantee uptime percentages beyond what is offered by the underlying third-party infrastructure providers, as system availability depends significantly on factors outside our direct control, including provider outages, DNS, and internet connectivity. Specific uptime targets, where contractually required by a Client, can be discussed and, where feasible, documented in a dedicated infrastructure agreement.

12. Scheduled Maintenance Windows

From time to time, planned maintenance (such as infrastructure upgrades, dependency updates, or migrations) may require brief system downtime. Where DREOS STUDIO manages a Client's production infrastructure, we will provide reasonable advance notice — generally at least 48 hours where practicable — of any scheduled maintenance window likely to cause visible downtime, and will make reasonable efforts to schedule such windows outside of the Client's identified peak usage hours where feasible.

13. Client Obligations for SLA Performance

Meeting the response and resolution targets in this SLA depends on reasonable cooperation from the Client, including:

• Submitting support requests through the agreed communication channel with sufficient detail to diagnose the issue (e.g., steps to reproduce, screenshots, error messages, and affected URLs or environments).
• Providing timely access to any systems, accounts, or environments needed to investigate and resolve the issue.
• Designating a responsive point of contact for clarifying questions during issue resolution.
• Maintaining an active and paid maintenance subscription, where applicable, for maintenance-tier response commitments to apply.
• Testing and confirming fixes within a reasonable time frame once delivered, so that issues can be formally closed.

Delays caused by the Client's failure to meet these obligations will extend the applicable response and resolution timelines accordingly.

14. Reporting, Check-Ins, and Reviews

For Clients on an active monthly maintenance plan, DREOS STUDIO will provide periodic status updates summarizing work completed, open issues, and any recommendations, at a cadence agreed with the Client (e.g., monthly summary or as-needed updates through the designated communication channel). For longer-term maintenance relationships, DREOS STUDIO may also offer periodic business reviews — for example, on a quarterly basis — to discuss system performance trends, upcoming needs, and opportunities for improvement, upon request.

15. Escalation Process

If a Client believes an issue is not being addressed within the expected timeframe, the Client may escalate by:

1. Flagging the delay directly in the designated support channel.
2. Requesting direct escalation to the project lead via email.
3. If unresolved, requesting a status call to discuss the issue and agree on a resolution path.

DREOS STUDIO is committed to transparent communication and will treat legitimate escalations as a priority.

16. Exclusions

This SLA does not apply to, and DREOS STUDIO is not responsible for, delays or failures resulting from:

• Force majeure events, as described in our Terms of Service.
• Outages, bugs, or policy changes originating from third-party providers (cloud hosting, AI providers, payment processors, or other integrations).
• Client-side issues, including misconfiguration of Client-owned accounts or infrastructure not managed by DREOS STUDIO.
• Scheduled maintenance windows communicated in advance to the Client, consistent with Section 12.
• Circumstances where the Client has not maintained an active maintenance subscription.
• Issues arising from unauthorized modifications made to the system by the Client or a third party outside of DREOS STUDIO's involvement.

17. Remedies and Service Credits

If DREOS STUDIO materially and repeatedly fails to meet the response time commitments in this SLA for an active maintenance Client, without a valid exclusion under Section 16, the Client may raise the matter in writing. DREOS STUDIO will investigate and, where appropriate, offer a service credit toward the following month's maintenance fee as the Client's sole and exclusive remedy for SLA non-performance, unless otherwise agreed in the Project Agreement. As an illustrative example, a Client who experiences a documented, unexcused failure to meet the Critical severity response time on more than one occasion within a single billing month may be offered a partial credit toward that month's maintenance invoice, at DREOS STUDIO's discretion, reflecting the impact of the missed response commitment. This SLA does not create a right to a cash refund for maintenance fees already paid, consistent with our Refund Policy.

18. Reviewing and Adjusting Service Levels

As a Client's system grows in complexity or usage, the appropriate level of support may need to evolve. DREOS STUDIO is open to reviewing and adjusting the scope, response times, or fee structure of an active maintenance agreement upon request, particularly where usage volume, system criticality, or support needs have materially changed since the original agreement was signed. Any such adjustment will be documented in writing before taking effect.

19. Support Tracking Tools

To maintain visibility into open issues and response times, DREOS STUDIO uses project management or ticketing tools appropriate to the scale of the engagement, which may range from a shared Slack channel with clear issue-tagging conventions for smaller engagements to a dedicated ticketing system for larger or more complex maintenance relationships. The specific tooling used for a given Client will be confirmed during onboarding, consistent with Section 7.

20. Emergency Contact Protocol

For Clients with an active maintenance agreement, a designated emergency contact method will be established during onboarding for use specifically in the event of a Critical (Severity 1) issue outside of standard reporting channels, where such an arrangement has been agreed. This is intended to ensure that genuinely urgent, business-impacting issues can reach DREOS STUDIO promptly, and should be reserved for issues that meet the Critical severity definition in Section 8.1 rather than routine requests, to keep the channel effective for true emergencies.

21. Multi-Project and Multi-System Clients

Clients who engage DREOS STUDIO for maintenance across multiple distinct systems or projects will generally have support requests tracked and prioritized on a per-system basis, with severity classifications applied independently to each affected system. Where a Client's overall monthly support hour allotment is shared across multiple systems, this will be documented in the applicable maintenance agreement so both parties have a shared understanding of how capacity is allocated.

22. Illustrative Support Workflow

To make this SLA more concrete, a typical support request under an active maintenance agreement generally follows this path:

1. The Client submits a request through the agreed communication channel, describing the issue and its apparent impact.
2. DREOS STUDIO acknowledges the request and assigns a severity level within the target Initial Response time for that severity, per Section 8.
3. DREOS STUDIO investigates the issue, requesting any additional information needed from the Client.
4. Once diagnosed, DREOS STUDIO either resolves the issue directly (if within maintenance scope) or provides the Client with a scoped estimate for any out-of-scope work required, per Section 10.1.
5. Once a fix is implemented, DREOS STUDIO notifies the Client and requests confirmation that the issue has been resolved to the Client's satisfaction.
6. The issue is marked resolved and included in the next periodic status update, per Section 14.

23. Growing With Your System

As Client systems mature, support needs often shift from primarily reactive bug-fixing toward more proactive work, such as performance tuning, scaling preparation, or incremental feature development. DREOS STUDIO welcomes this evolution and is glad to discuss restructuring an existing maintenance agreement to better reflect a Client's current priorities, consistent with the review process described in Section 18.

24. Our Philosophy on Support

Support and maintenance is where a long-term technical partnership is either earned or lost. We would rather be transparent about realistic response times than promise blanket guarantees we cannot consistently meet. Our aim with this SLA is to give Clients a clear, honest picture of how issues are prioritized and handled, so that expectations are aligned from day one and support requests are resolved with the urgency they actually warrant.

25. Relationship to Other Policies

This SLA operates alongside, and does not override, our Terms of Service, Refund Policy, Confidentiality Policy, and Security Policy. In the event of a conflict specifically regarding response times, support scope, or maintenance service levels, this SLA governs; for all other matters, the Terms of Service govern.

26. Changes to This SLA

DREOS STUDIO may update this SLA from time to time to reflect changes in our operational capacity or service offerings. Material changes affecting active maintenance Clients will be communicated in advance where reasonably possible.

27. Contact

Questions about this Service Level Agreement should be directed to: