1. Master Services Agreement
This is a Statement of Work (“SOW”) for this Service, and is subject to the terms and conditions of the Saucal Terms of Service. Capitalized terms used and not defined in this Statement of Work have the meanings given to them in the Terms of Service. As noted in the Terms of Service, this SOW and the Terms of Service together comprise a legally binding agreement between us. When You purchase this Service from us You agree to the Terms of Service and this SOW. The term of this SOW shall continue until the Services described in it have been completed, or it is terminated in accordance with the Agreement.
2. Overview of Service
We will provide the Saucal Services and Deliverables that You and we agree to include under this SOW on an “on-demand” basis.
Our Services under this SOW may include any kind of work related to software development, including work related to ongoing support of Your software. Either prior to, or at the beginning of our mandate for You, we will discuss with you what those Services and Deliverables should be.
For software development work, we will work with You at the beginning of the mandate to establish a development process to give You greater control over the direction of Your projects and budgets, and to ensure that You have the opportunity to periodically review the work, the usage of Your purchased hours, and sign off on the scheduled work for any additional hours that You purchase, ensuring no surprises down the line and better launch readiness. You will also have the opportunity to pivot as needed since this process allows for iteration and inspiration.
You will be provided with access to Saucal staff on a reserved basis for the hours of work You purchase – Saucal’s developers (and other staff or contractors as appropriate) shall complete for You up to the number of hours of work that you purchase. Hours are “bankable” but may not be carried forward more than twelve months, and are forfeited if You terminate this agreement for any reason or we terminate it for cause.
If You engage us to do software development under this SOW, then You acknowledge that:
- Client-directed changes or unexpected technical challenges as discovered through the development process may ultimately mean that the Services and Deliverables at the end of the work will be different than those we originally discuss with You. Expected timelines and Deliverables are estimates. You are purchasing development services, and are not purchasing a product with a predefined set of specifications.
- If we have estimated the number of hours that will be required to deliver the Deliverables, that estimate will be formally communicated to You. Ultimately however, the number of hours required and the exact Deliverables will be determined by your requirements and the particulars of the work you ask us to do for You – this is a SOW for delivery of services on a time and materials basis.
- All Deliverables shall be aimed at the current version of your website platform (e.g. WordPress) and applicable themes and plugins, as of the day that we begin to work with that component of the system. If an important update becomes available during the development process then it is possible that this could create delays and/or additional work (outside of the estimate).
3. Prices for Hours
3.1. Standard Rate
You will be charged the price set forth for this Service in the checkout step of the purchasing process, for the hours that You purchase, plus applicable sales and excise taxes, including HST. If You are purchasing this Service bundled with other Saucal services then You might be eligible for a discounted price as advertised on the Saucal website.
3.2. Emergency Rate
If You request work from us that must be completed on an urgent basis and that meets one of the following criteria:
- Requested to be addressed on any Saturday, any Sunday, December 24th, December 25th, December 31st, or January 1st.
- Requested to be addressed before 9am Eastern Time (ET), or after 5pm Eastern Time (ET).
- Requested to be addressed during any scheduled absence period of which we have previously notified You.
- Requested to be completed within 48 hours of the time the request is received (e.g. “immediately”),
then our Emergency Rate shall apply. Our “Emergency Rate” is billed at the rate of 2 billed hours per actual hour, and shall be billed in fifteen-minute increments (ie any part of 15 minutes is billed as fifteen minutes).
Due to the urgent and unscheduled nature of emergencies, it is possible that we may not be able to appropriately staff your emergency. We take emergency requests seriously and are often able to fulfill them (at the rate quoted above). If we cannot fulfill your request then we will inform You and You will be charged our standard rate.
4. Turnaround Time
When You request work You can be confident that we will perform the work promptly, unless we inform you that the work is too substantial to be performed within our usually prompt response time. We encourage You to schedule tasks with us in advance to ensure that they are completed in a timely manner. Where appropriate (or requested by You) we shall provide You with an estimated completion time for your tasks.
5. Post-Delivery Warranty
If the work that we perform for You includes providing you with a completed software Deliverable, we shall use reasonable (at our sole discretion) efforts, at no extra cost to You, to resolve any minor issues that crop up within 20 (twenty) business days of delivery. This clause shall not apply to issues caused by updating plugins, themes, or the WordPress core after delivery.
6. Non-Refundable
All payments are non-refundable.