This Service Level Agreement outlines the project workflow parameters, communication guidelines, and operational commitments governing design and development services provided by New Age Software[cite: 2].

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1. Design Revisions & Scope Limitations

To keep project timelines on track and maintain development velocity, initial site design changes are structured as follows[cite: 2]:

• Clients are entitled to a maximum of three (3) rounds of design modifications during the initial layout and prototyping phase[cite: 2].
• Revisions include modifications to color palettes, typography, image selection, and layout alignment[cite: 2]. Requests that fundamentally rewrite the project scope after initial sign-off will incur separate developmental fees[cite: 2].

2. Single Point of Contact (SPOC) Policy

To eliminate conflicting instructions and streamline communication, purchasing companies must assign a Single Point of Contact[cite: 2].

• New Age Software will exclusively take engineering directives, revisions, and milestone design approvals from this designated individual[cite: 2].
• Directives or change requests issued by other staff members, partners, or third parties will not be processed until verified by your assigned point of contact[cite: 2].

3. Hours of Operation

Our standard operational schedule balances reliable project delivery windows with technical maintenance frames[cite: 2]:

• Standard Business Hours: Monday – Friday, 9:00 AM – 5:00 PM EST[cite: 2].
• Weekend Operational Window: Weekend hours vary depending on server maintenance, deployment demands, and platform monitoring[cite: 2]. Non-emergency assistance requests will be queued for standard operating hours[cite: 2].
• Response Turnaround: Standard inquiries received during business hours will receive an initial diagnostic update or reply within 24 business hours[cite: 2].

4. Infrastructure & Uptime Commitment

For services involving automated web hosting and ongoing managed platform hosting, we rely on high-availability server deployments to ensure your business remains online:

• Uptime Target: New Age Software targets a 99.9% network uptime availability configuration on an annual average basis.
• Exclusions: This threshold excludes routinely scheduled infrastructure maintenance (typically performed during low-traffic off-hours), customer-induced site configuration breaking changes, or upstream third-party core provider outages.

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5. Financial Expectations & Service Suspensions

Prompt settlement of balances is necessary to reserve engineering infrastructure and cloud hosting environments[cite: 2]. Payment enforcement strictly handles outstanding dues under the following guidelines:

• All project milestones, retainers, or contractual service invoices must be paid within seven (7) calendar days of issuance unless a distinct payment arrangement is documented[cite: 2].
• Non-payment Penalty: Failure to settle accounts on time results in immediate project suspension[cite: 2]. This includes pausing development pipelines, withholding distribution files or source code access, and taking staging environment sites or live software systems offline until the delinquency is fully resolved[cite: 2].

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