Service Level Agreement
This Service Level Agreement ("SLA") describes the support and operational commitments karenlee provides to clients with an active retainer or maintenance contract. It is incorporated by reference into the relevant Statement of Work ("SOW"). If your SOW conflicts with this SLA, the SOW controls.
1. Coverage
This SLA applies to:
- Bug triage and remediation for Applications karenlee built or actively maintains for the client;
- Operational support for App Store Connect, TestFlight, certificate and provisioning issues;
- Response to App Review rejections and metadata changes;
- Annual SDK adoption for new versions of iOS, iPadOS, macOS, watchOS, tvOS and visionOS.
The SLA does not cover greenfield feature work, infrastructure operated by the client, third-party APIs, or issues caused by the client's modifications to the codebase without our knowledge.
2. Severity definitions
| Severity | Definition |
|---|---|
| S1 — Critical | Application is unusable for most users; data loss; security breach; App Store removal. |
| S2 — High | Major feature broken; significant subset of users affected; no workaround. |
| S3 — Medium | Minor feature broken or degraded; reasonable workaround exists. |
| S4 — Low | Cosmetic issue, documentation, or feature request. |
3. Response & resolution targets
| Severity | Initial response | Target resolution |
|---|---|---|
| S1 | 1 business hour | Workaround within 1 business day; fix in next expedited release |
| S2 | 4 business hours | Fix in next scheduled release (typically < 10 business days) |
| S3 | 1 business day | Fix in next minor release |
| S4 | 2 business days | Backlogged; addressed during routine maintenance |
Business hours are 9 AM – 6 PM US Eastern, Monday – Friday, excluding U.S. Federal Holidays.
4. App Store availability
App Store availability is controlled by Apple and is outside karenlee's direct control. We make no warranty that an Application will remain available on the App Store. We do warrant that we will:
- Maintain valid certificates and provisioning profiles;
- Respond to App Review communications within one business day;
- Submit revised binaries within five business days of a rejection (unless the rejection requires architectural changes, in which case we will provide a remediation plan within the same period);
- Maintain compatibility with the two most recent major versions of each Apple operating system the Application supports.
5. Maintenance windows
Scheduled maintenance is performed during off-peak hours with at least 48 hours' notice. Emergency maintenance for security issues may be performed without notice; we will document the change in the next routine status update.
6. Backups & data
For Applications karenlee operates a backend for, we maintain encrypted backups with 30-day retention and a documented restoration procedure. For Applications using only Apple-provided services (CloudKit, iCloud, App Store), Apple is responsible for backup and restore under its own terms.
7. Service credits
If karenlee fails to meet the response targets above for an S1 or S2 incident, the client may, at its election within 30 days of the incident, request a service credit equal to:
- 5% of the monthly retainer fee for each missed S1 response target;
- 2% of the monthly retainer fee for each missed S2 response target;
- Up to a maximum of 25% of the monthly retainer fee in any given month.
Service credits are the exclusive remedy for missed SLA targets and are applied to the next invoice.
8. Exclusions
This SLA does not apply to issues caused by:
- Force Majeure events (natural disasters, war, government action, internet backbone outages);
- Apple infrastructure outages (App Store, iCloud, CloudKit, TestFlight);
- Third-party services and SDKs;
- Client-provided infrastructure, hardware or content;
- Modifications to the codebase or build environment by the client or a third party without our knowledge;
- Use of the Application outside its supported configurations;
- Issues the client fails to report within 30 days of discovery;
- Suspension of service for non-payment.
9. Reporting & escalation
Incidents should be reported to help@karenlee.online with subject "Support — [severity]". S1 incidents may also be phoned in to +1 (706) 696-5683. Each report should include reproduction steps, affected build, affected OS version, screenshots and any relevant logs.
10. Reviews
karenlee provides a quarterly summary of incidents, response times and trailing-90-day SLA compliance to retainer clients.