Service Terms

Development Services

RedGobble provides custom software development services including web applications, mobile applications, backend systems, APIs, and full-stack solutions. Our development methodology follows agile principles with two-week sprint cycles.

• Methodology: Agile Scrum with 2-week sprints. Daily stand-ups, sprint planning, review, and retrospective meetings.
• Progress Updates: Weekly progress reports and bi-weekly demo sessions for milestone deliverables.
• Client Feedback: Client shall review deliverables and provide feedback within 3 business days of delivery.
• Change Requests: Scope changes outside the agreed SOW shall be managed through a formal change request process and may impact timelines and costs.
• Technology Stack: The specific technology stack (frameworks, languages, tools) shall be defined in the project proposal or SOW.
• Testing: All deliverables include unit testing, integration testing, and quality assurance before delivery.

AI Services

RedGobble's AI services include machine learning model development, AI agent development, natural language processing solutions, computer vision systems, and intelligent automation.

• Model Development: Custom models are developed using client-provided or approved datasets. Model architecture, training parameters, and evaluation metrics are defined in the SOW.
• Data Requirements: Clients are responsible for providing training data that they have the legal right to use. Data must be cleaned and formatted as specified in the project requirements.
• Model Performance: Target performance metrics (accuracy, precision, recall, etc.) are defined in the SOW. Actual performance may vary based on data quality and real-world conditions.
• Integration: AI models are integrated into client systems per agreed specifications. API documentation and integration guides are provided.
• Ethical Guidelines: All AI services adhere to the ethical principles outlined in our AI Usage Policy.

SaaS Services

RedGobble offers Software-as-a-Service products under monthly or annual subscription plans:

• Subscription Tiers: Usage limits, features, and support levels are defined in the selected plan. Upgrades and downgrades are processed pro-rata.
• Uptime SLA: 99.5% monthly uptime guarantee for SaaS products. Scheduled maintenance (with 48 hours notice) is excluded from uptime calculations.
• Data Isolation: Client data is logically isolated from other tenants. Production databases are unique to each client deployment unless otherwise specified.
• Support: Support response times are tier-dependent. Critical issue response within 4 hours for standard plans.
• Maintenance Windows: Scheduled maintenance during defined windows with 48 hours advance notice. Emergency maintenance as needed with best-effort notification.

Consulting Services

Technology consulting services are available on an hourly or daily rate basis:

• Minimum Engagement: 40 hours minimum for consulting engagements. Shorter engagements may be accommodated at a premium rate.
• Deliverables: Consulting outputs may include technical reports, architecture diagrams, code reviews, technology recommendations, technical specifications, and strategic roadmaps.
• Travel: On-site visits (if required) are billed at standard rates plus actual travel expenses. Remote delivery is the default mode.
• Scheduling: Consulting hours are scheduled in advance. Cancellations within 24 hours may be billed at 50% of the scheduled time.
• Intellectual Property: Consulting deliverables (reports, recommendations, designs) are owned by the client upon full payment.

Support Services

Post-deployment support services ensure the continued operation and reliability of delivered solutions:

• Business Hours: Standard support is available Monday through Friday, 10:00 AM to 7:00 PM IST (excluding Indian public holidays).
• Critical Issues: Response within 2 hours for production-down issues. 24/7 support available for critical systems under a premium support agreement.
• Standard Issues: Response within 8 business hours for non-critical issues. Resolution target of 2 business days.
• Support Channels: Email, ticket system, and scheduled video calls. Phone support for critical issues under active support agreements.
• Emergency Support: Off-hours support for critical production issues is available under a premium support retainer or at standard hourly rates.

Maintenance Services

Ongoing maintenance services keep your software secure, up-to-date, and performing optimally:

• Security Patches: Critical security patches are applied within 48 hours of release. Standard patches are applied monthly.
• Updates: Framework updates, library upgrades, and dependency management are performed quarterly.
• Monitoring: Proactive monitoring of application health, performance metrics, and error logs.
• Performance Optimization: Quarterly performance reviews and optimization recommendations.
• Backup Management: Automated backups monitored for completion and integrity. Restore testing performed quarterly.
• Reporting: Monthly maintenance reports including uptime, incidents, changes, and performance metrics.

Deliverables

All project deliverables are clearly defined in the Statement of Work (SOW) or project proposal. Standard deliverables include:

• Source Code: Complete source code delivered via GitHub or other agreed repository, including version history.
• Documentation: Technical documentation, API documentation, deployment guides, and user manuals as agreed in the SOW.
• Design Assets: Design files in source format (Figma, Sketch, Adobe XD) and exported assets.
• Deployment: Deployed to production or staging environment as agreed. CI/CD pipeline configuration included.
• Testing Artifacts: Test plans, test cases, and test execution reports.
• Training: Knowledge transfer sessions and training materials for client teams.

Deliverables are considered complete when they meet the acceptance criteria defined in the SOW.

Ownership Transfer

Ownership of custom-developed deliverables transfers to the client under the following terms:

• Full Ownership: Upon full payment of all agreed fees, the client receives full ownership of custom-developed code, designs, and documentation created specifically for the project.
• Pre-Existing IP: RedGobble retains all rights to pre-existing tools, frameworks, libraries, components, and methodologies that are not specifically developed for the client. A perpetual, royalty-free license is granted to use pre-existing IP as part of the deliverables.
• Third-Party IP: Third-party components used in deliverables are subject to their original licenses. RedGobble will not incorporate components with licenses that conflict with client ownership.
• Client Content: Client-provided content, brand assets, and data remain the property of the client throughout the engagement.

Service Levels

Service level commitments are defined per service category:

• Development Projects: Milestones delivered per agreed schedule. Delay beyond 10% of project timeline may result in service credits at RedGobble's discretion.
• SaaS Uptime: 99.5% monthly uptime. If uptime falls below 99.5%, client receives a 5% service credit for each 0.5% below the target, up to 20% of monthly fees.
• Support Response: Critical: 2 hours (business hours) / 4 hours (off-hours). Standard: 8 business hours. Low priority: 24 business hours.
• Maintenance: Planned maintenance with 48 hours notice. Emergency maintenance with best-effort notification. Cumulative maintenance not exceeding 8 hours per month.

Acceptance Procedure

Deliverables are subject to the following acceptance process:

• Review Period: The client shall review delivered work within 5 business days of delivery.
• Acceptance: A deliverable is deemed accepted upon written approval from the client or deployment to production.
• Rejection: If a deliverable does not meet the agreed acceptance criteria, the client shall provide a detailed written description of the deficiencies.
• Correction: RedGobble shall correct reported deficiencies within a reasonable timeframe (typically 5 business days) and resubmit for review.
• Deemed Acceptance: If the client does not provide feedback within 14 calendar days of delivery, the deliverable is deemed accepted.

Termination

Termination of services is governed by the following provisions:

• Notice Period: Either party may terminate the agreement with 30 days written notice.
• Early Termination Fees: If the client terminates the agreement before completion of the minimum engagement period or project, early termination fees may apply as specified in the SOW.
• Payment Upon Termination: The client shall pay for all services rendered and work completed up to the effective termination date.
• Deliverables on Termination: Upon full payment of outstanding invoices, RedGobble shall deliver all completed work products to the client.
• Survival: Confidentiality obligations, IP provisions, and limitation of liability survive termination of the agreement.
• Immediate Termination: Either party may terminate immediately in case of material breach that remains uncured for 15 days after written notice.

Contact Information

For questions about these service terms or to initiate changes to a service agreement:

• Email: redgobble.contact@gmail.com
• Phone: +91 9120025053
• Service Inquiries: For new service engagements, project proposals, or changes to existing agreements.