SLA + MSA
Effective Date: February 16, 2026
This page summarizes GreatCare’s general framework for service level expectations and master service engagement terms for digital services, IT solutions, websites, software projects, ERP, and SaaS-related work.
Master services framework
GreatCare may provide services under proposals, quotations, statements of work, order forms, project plans, or other written commercial documents. Those documents may define scope, deliverables, milestones, fees, payment schedules, client dependencies, revision limits, acceptance criteria, confidentiality, and termination rights.
Change management
Changes to scope, integrations, timeline, infrastructure, user volume, content needs, or customer requirements may require formal change approval, revised pricing, or adjusted delivery timelines.
Client obligations
- Provide timely content, approvals, access, brand assets, technical credentials, and feedback.
- Maintain lawful use of deliverables and systems.
- Pay fees in accordance with the agreed schedule.
Service level guidance
Unless a signed SLA states otherwise, target response times, support windows, uptime objectives, deployment assistance, bug triage, and maintenance schedules are provided on a commercially reasonable basis and may vary by package, project type, hosting environment, and support tier.
No blanket guarantee
General website package pages do not create guaranteed uptime, response, or resolution commitments. Binding SLA terms must be expressly agreed in writing.
Priority support and enterprise engagements
Enterprise software, ERP, custom platforms, and ongoing retainer services may include negotiated support tiers, escalation channels, onboarding, training, and implementation governance under a separate agreement.