Service Level Agreement (SLA) & Warranty

01. Introduction & Corporate Identity

This Service Level Agreement ("SLA") and Technical Warranty forms an integral part of the Terms & Conditions of KHODSHIMA SUMN ASSIST LTD ("Company", "we", "us", or "our"), a private limited company incorporated in England and Wales under company registration number 17435961, with its registered office at 128 City Road, London, United Kingdom, EC1V 2NX.

This SLA defines the service delivery standards, response times, warranty coverage, and remediation commitments applicable to all one-time IT engineering services purchased through the Company's website (khodshimasumnassistltd.com). It is issued in accordance with the Consumer Rights Act 2015, the Supply of Goods and Services Act 1982, and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

02. Service Categories & Delivery Timelines

The Company offers four categories of one-time services, each with specific delivery timelines:

Delivery times are measured from the point of payment confirmation. Where the Client is required to provide information, access, or prerequisites, the delivery clock pauses until those prerequisites are fulfilled.

03. Response & Communication SLAs

Business hours are Monday to Friday, 09:00-18:00 UK time (GMT/BST), excluding UK public holidays. Communications received outside business hours are responded to on the next business day, except for critical defect reports which are triaged within 4 business hours of the start of the next business day.

04. Technical Warranty — Tiered Coverage

All Deliverables are covered by a Technical Warranty Period commencing from the date of delivery (as defined in the acceptance criteria in Section 2). The warranty duration depends on the purchased service tier:

Lifetime Script Updates (Tier 1): Clients who purchase the 100 € Scripts + Guide pack receive lifetime updates to the script bundle — meaning when the Company releases new versions of the hardening scripts (e.g., compatibility with new OS releases, new CIS Benchmark revisions), the Client receives the updated scripts at no additional cost. This is limited to script version updates and does not include installation support, configuration warranty, or remote remediation.

What the Warranty Covers:

• Configuration Defects: Any hardening configuration that fails to achieve the stated CIS Benchmark compliance level due to Company error;
• Script Errors: Shell scripts that contain syntax errors, logic errors, or fail to execute as documented on the specified target OS/version;
• Security Gaps: Configuration omissions that leave the server in a less secure state than described in the service package specification;
• Documentation Errors: Material factual errors in audit reports or executive summaries attributable to the Company;
• Compatibility Failures: Deliverables that do not function on the OS version and architecture specified at the time of purchase.

What the Warranty Does Not Cover:

• Client Modifications: Issues caused by the Client modifying, removing, or overriding the Company's configurations after delivery;
• Third-Party Software Updates: Issues caused by OS updates, package upgrades, or third-party software changes after delivery;
• Environment Changes: Issues caused by server migration, IP changes, firewall rule modifications, or infrastructure changes made by the Client after delivery;
• Force Majeure: Issues caused by natural disasters, power outages, network failures, or other events outside the Company's control;
• Inaccurate Client Information: Issues caused by the Client providing incorrect server specifications, OS version, or access credentials;
• Out-of-Scope Requests: Issues related to services, configurations, or systems not included in the purchased package;
• Prohibited Activity Infrastructure: Any infrastructure used for financial services, cryptocurrency, gambling, adult content, or other prohibited activities.

05. Defect Remediation Process

Where a defect covered by the Warranty is identified, the following remediation process applies:

1. Defect Report: The Client reports the defect to info@khodshimasumnassistltd.com with a description, reproduction steps, and relevant logs or screenshots;
2. Acknowledgement (4-8 business hours): The Company acknowledges the defect report and assigns a priority level:
   • Critical: Server inaccessible, security breach risk, total service failure — 4 business hours;
   • High: Significant functionality impaired, partial security degradation — 8 business hours;
   • Medium: Minor functionality issue, non-critical configuration gap — 1 business day;
   • Low: Documentation error, cosmetic issue — 2 business days.
3. Investigation (1-3 business days): The Company investigates the defect, determines root cause, and confirms whether it is covered by the Warranty;
4. Remediation (1-5 business days): If covered, the Company develops and deploys a fix:
   • Digital Script Products: Corrected script delivered via secure download link;
   • Turnkey Installation: Remote remediation session scheduled (requires Client to grant temporary SSH access per the Security & Zero-Access Policy);
   • Audit Reports: Corrected report issued at no cost;
   • Custom Engineering: Patch or corrected deliverable provided per milestone terms.
5. Verification: The Client confirms the fix resolves the defect. If the fix is unsuccessful, the Company re-attempts remediation;
6. Escalation — Refund: If remediation is not possible within a reasonable timeframe (assessed on a case-by-case basis, typically 10 business days), a full or partial refund may be issued in accordance with the Refund & Cancellation Policy.

06. Service Exclusions & Limitations

The following are explicitly excluded from the Company's service commitments:

• No Ongoing Maintenance (Catalog Tiers): For catalog packages (100 €, 250 €, 500 €), the Company provides one-time services only. There are no ongoing maintenance contracts, monitoring subscriptions, or recurring support obligations beyond the applicable Warranty Period specified in Section 4. Enterprise Contract tier is the sole exception: it includes 1-year ongoing maintenance, quarterly re-audits, and recurring support as specified in the bespoke contract;
• No 24/7 Support (Catalog Tiers): For catalog packages (100 €, 250 €, 500 €), support is available during business hours only (Monday-Friday, 09:00-18:00 UK time). No out-of-hours, weekend, or holiday support is provided. Enterprise Contract tier includes priority 24/7 emergency incident escalation as specified in the bespoke contract;
• No Guaranteed Uptime: The Company does not guarantee server uptime, availability, or performance after the service engagement is completed. Server operation is the Client's responsibility;
• No Security Guarantee: While the Company applies industry-standard CIS Benchmark configurations, no server configuration can be guaranteed impervious to all attacks. Security is a continuous process requiring ongoing vigilance;
• No Data Recovery: The Company is not responsible for data loss, corruption, or recovery on client servers. Clients are responsible for maintaining their own backups;
• No Third-Party Software Support: The Company does not provide support for third-party applications, plugins, or services running on the hardened server;
• No Prohibited Activity Support: No services, warranty, or support is provided for infrastructure used for financial services, cryptocurrency, gambling, adult content, or any prohibited activity listed in the Terms & Conditions.

07. Consumer Rights & Statutory Protection

Where the Client is a consumer (as distinct from a business client), the following statutory rights apply in addition to this SLA:

• Consumer Rights Act 2015: Services must be performed with reasonable care and skill, at a reasonable price, and within a reasonable timeframe. These statutory rights cannot be excluded or limited;
• Consumer Contracts Regulations 2013: Consumers have a 14-day cancellation right from the date of contract, subject to the digital content exemption for immediately downloaded deliverables (see our Refund & Cancellation Policy);
• Supply of Goods and Services Act 1982: Implied terms of reasonable care and skill apply to all service contracts;
• Unfair Contract Terms Act 1977: Any term in the Company's contracts that is found to be unfair under UCTA or the Consumer Rights Act 2015 is unenforceable against a consumer.

Nothing in this SLA limits or excludes the Company's liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under English law.

08. Liability Limitation

Subject to the statutory protections in Section 7, the Company's total liability arising from or related to a service engagement shall be limited to:

• Service Fee Cap: The total amount paid by the Client for the specific service engagement giving rise to the claim; or
• Refund Remedy: A full refund of the service fee, at the Client's election, where remediation under Section 5 is not possible.

The Company shall not be liable for:

• Indirect or Consequential Loss: Including loss of profit, loss of business, loss of goodwill, loss of data, or loss of opportunity;
• Third-Party Claims: Claims brought by the Client's customers, users, or other third parties;
• Client Negligence: Issues arising from the Client's failure to follow provided documentation, maintain backups, or apply security updates;
• Prohibited Activity Damages: Any damages arising from the Client's use of the Deliverables for prohibited activities.

09. Prohibited Activities & Service Scope

This SLA and the Technical Warranty apply exclusively to non-financial IT engineering services. No SLA, warranty, or support is provided for:

• Financial services, banking, or payment processing infrastructure;
• Cryptocurrency exchanges, wallets, or mining operations;
• Gambling, betting, or adult content platforms;
• Any FCA-regulated activity;
• Any infrastructure in sanctioned jurisdictions (Russian Federation, Belarus, Iran, North Korea, Syria, Cuba, occupied territories of Ukraine);
• Any activity prohibited under the Terms & Conditions.

Where the Company discovers that Deliverables have been applied to prohibited activity infrastructure, all SLA obligations, warranty coverage, and support commitments are immediately voided.

10. Policy Amendments & Related Documents

This SLA may be updated to reflect changes in service offerings, delivery processes, or legal requirements. Amendments are published on this page with an updated revision date. This SLA should be read in conjunction with:

• Terms & Conditions — contractual terms and prohibited activities;
• Refund & Cancellation Policy — refund eligibility and cancellation rights;
• Purchase & Licensing Conditions — licensing and IP terms;
• Security & Zero-Access Policy — ephemeral SSH access protocol;
• Privacy Policy — data protection and UK GDPR compliance;
• Compliance & Standards Overview — comprehensive compliance framework.