Service Delivery Policy

This Service Delivery Policy forms part of our Terms and Conditions and should be read together with our Return and Refund Policy and our Privacy Policy. It covers all services commissioned from Yottacom Technologies, including:

• Web development and web application engineering
• Mobile application development
• AI chatbots, assistants and conversational systems
• AI and large language model engineering, including retrieval systems, model fine-tuning and evaluation
• Workflow automation and systems integration between existing business tools
• Bespoke AI products across legal, clinical and oncology, sales, security, construction design and take-off, and workspace and project management domains
• Technical discovery, architecture consulting and AI feasibility assessments
• Ongoing retainers for support, maintenance, hosting supervision and model operations

Where a signed Statement of Work, proposal or Master Services Agreement states something different from this page, that signed document prevails for that engagement.

Delivery is one hundred percent digital. Depending on the engagement, deliverables typically include some or all of the following:

• Source code pushed to a Git repository (GitHub, GitLab, Bitbucket or your self-hosted instance), either in your organisation or in ours with your team invited as collaborators.
• Deployed, running applications on your cloud account or, where agreed, on infrastructure we administer on your behalf, accessible by URL.
• Mobile builds distributed via TestFlight, Google Play internal testing or signed artefacts, and store submissions made under your developer accounts.
• Design and prototype files shared from Figma or an equivalent tool.
• Documentation, reports and assessments delivered as PDF or editable documents, including technical documentation, API references, model evaluation reports and architecture notes.
• Credentials, API keys and environment secrets transferred through a secure, expiring channel such as a shared password vault entry or an encrypted transfer link, never in plain text over unsecured chat.
• Live sessions for walkthroughs, training and handover, held over video conference and recorded on request.
• Large files and datasets shared through secure cloud storage or secure file transfer where email is unsuitable.

A deliverable is considered delivered at the moment it is made available to you or your nominated recipient through the agreed channel, for example the moment code is pushed to the agreed repository, an environment is deployed and its access details are issued, or a document is sent to the email address on record. It is your responsibility to keep the nominated email addresses and repository or cloud accounts active and to notify us in writing if a recipient changes.

We work against a written scope. The normal sequence is:

1. Consultation and scoping. We discuss requirements, constraints and outcomes, at no charge for the initial consultation.
2. Proposal and Statement of Work. We issue a written scope that lists deliverables, milestones, assumptions, dependencies, fees, currency and the binding schedule for that project.
3. Acceptance and invoice. On your written approval of the Statement of Work we issue the invoice for the mobilisation payment or first milestone.
4. Payment confirmation. Card, wallet, Raast and bank payments in Pakistan Rupees are processed through our payment processor, which is licensed and regulated by the State Bank of Pakistan. We treat payment as confirmed once the processor or our bank reports the transaction as successful and settled to us, which is normally the same business day and no later than three business days for bank transfers. International clients may be invoiced in United States Dollars by bank transfer.
5. Kickoff. Project mobilisation begins within 3 to 5 business days of confirmed payment and a signed scope. Kickoff includes assignment of the delivery team, a named project lead, a shared project workspace, a written schedule and the list of inputs we need from you.

We do not begin billable production work before payment confirmation and written scope approval, so the delivery clock starts from kickoff and not from the date of enquiry.

Software timelines depend on scope, integration complexity, data readiness and your review speed. The table below gives honest indicative ranges based on how we normally deliver work of each type. The binding dates for your project are the ones written into your Statement of Work, which is agreed before any payment is taken.

Business days mean Monday to Friday, 09:00 to 18:00 Pakistan Standard Time, excluding public holidays observed in Pakistan. Ranges assume the client inputs listed in section 6 are supplied on time and that feedback is returned within the review windows in section 5.

Rush and phased delivery

Where you need a shorter timeline than the range above, we will either propose a reduced first-release scope so that something usable ships sooner, or quote an expedited schedule with the additional resourcing cost stated in the Statement of Work. We do not accept deadlines we do not believe are deliverable.

Projects longer than two weeks are delivered in milestones. Each milestone in the Statement of Work names its deliverables, its acceptance criteria and its invoice value, so that value is exchanged progressively rather than only at the end.

• On completion of a milestone we notify you in writing, provide access to the work, and where useful demonstrate it in a review call.
• You then have a review window of 7 business days (unless a different window is stated in the Statement of Work) to test the milestone against its written acceptance criteria and send consolidated written feedback.
• Items that do not meet the agreed acceptance criteria are corrected by us at no extra cost, and the milestone is re-submitted for review.
• Items that fall outside the agreed acceptance criteria are logged as a change request, estimated separately, and scheduled once approved.
• If we receive no written feedback within the review window and the work is in active use by you or your users, the milestone is treated as accepted so that the next phase can proceed. We will send a reminder before this happens.

Acceptance of a milestone triggers the corresponding invoice under our payment terms and does not waive the defect warranty described in section 9.

Digital delivery is collaborative. Our schedule assumes you provide, within the timeframes agreed at kickoff:

• A named point of contact with authority to give feedback and sign off milestones, plus a backup contact.
• Business requirements, existing process documentation and answers to written clarification questions.
• Content and assets you own, such as copy, logos, brand guidelines, product data and imagery.
• Data required for AI work, in a usable format, including training, reference or knowledge base material, together with confirmation that you have the legal right to use it for that purpose.
• Access to third-party systems we must integrate with, including sandbox and production API credentials, test accounts and any vendor approvals.
• Accounts and subscriptions held in your name where the solution runs on your infrastructure, for example cloud hosting, domain, app store developer accounts, model or API provider accounts, email or messaging gateways and payment gateway credentials. Third-party licence, model usage and hosting fees are billed by those vendors to you and are not included in our service fees unless the Statement of Work says otherwise.
• Availability of your reviewers and test users for user acceptance testing at the agreed points.

If a required input is outstanding, the affected work is paused and the schedule moves by the length of the delay, as described in section 10. We will always tell you in writing when we are blocked and what specifically we are waiting for.

Final handover for a project engagement normally comprises:

• Transfer of the source code repository to your organisation, or permanent access for your nominated engineers.
• Deployment to the production environment, together with the configuration and environment variables needed to run it.
• Transfer of administrative credentials for the delivered systems through a secure channel, and removal of temporary access we no longer require.
• Technical documentation covering architecture, setup and local development, deployment steps, integration points and, for AI systems, prompts, data pipelines, evaluation method and known limitations.
• A recorded handover and training session for your technical and business users.
• A written closure note listing what was delivered, what was deliberately left out of scope and the recommended next steps.

Ownership of the delivered work, and of the intellectual property assigned to you under our Terms and Conditions, passes to you once all invoices for the engagement have been paid in full. Until then we may retain administrative control of repositories and deployments. Pre-existing components, open-source dependencies and our own reusable internal libraries remain licensed rather than assigned, and the applicable licence is disclosed in the Statement of Work.

Where you have contracted us to continue hosting or operating a system, that arrangement is documented as a retainer with its own scope, response targets and monthly fee, and handover of day-to-day administration is deferred for the life of that retainer.

Revisions are part of good delivery, and they are bounded so that projects can finish.

• Design and user interface deliverables include two rounds of revision per screen set, based on consolidated feedback.
• Written deliverables such as reports, architectures and assessments include two rounds of revision.
• Functional defects measured against the agreed acceptance criteria are not revisions. They are corrected without limit and without charge until the milestone meets its criteria.
• New screens, new features, changed business rules, changes to an approved design direction, or additional integrations are change requests. We estimate them in writing, and they proceed only on your written approval, with any schedule impact stated at the same time.

Every project engagement includes a defect warranty period of 30 calendar days from final acceptance, or the longer period stated in your Statement of Work. During this period we correct, at no additional cost, reproducible defects in the delivered scope, meaning behaviour that does not match the agreed specification or acceptance criteria.

What the warranty covers

• Errors, crashes and incorrect behaviour in the code and configuration we delivered.
• Deployment and environment problems caused by our delivery.
• Corrections to delivered documentation where it does not describe the delivered system.

What the warranty does not cover

• New features, new scope or changed requirements.
• Faults caused by changes made to the code, configuration or infrastructure by you or a third party after handover.
• Outages, deprecations, price changes or breaking API changes at third-party providers, including cloud, model and payment providers.
• Model output quality outside the evaluation thresholds agreed in the Statement of Work. AI systems are probabilistic, and agreed accuracy or quality targets are stated as measurable thresholds rather than as guarantees of a specific output.
• Content, data or decisions supplied by you, and use of a delivered AI system in place of qualified professional judgement.

Report defects in writing to the contacts in section 12 with steps to reproduce, expected behaviour and screenshots or logs. We acknowledge warranty reports within one business day. Beyond the warranty period, continued support, monitoring, enhancements and model maintenance are available under a support retainer or on a time and materials basis.

If the delay is ours

If we expect to miss an agreed milestone date, we notify you in writing within 2 business days of identifying the risk, explain the cause, and issue a revised schedule. Where the delay is material and attributable to us, remedies may include prioritised reallocation of engineers, a mutually agreed schedule extension, or the relief set out in our Terms and Conditions and Return and Refund Policy. We do not silently let dates slip.

If the delay is on your side

• A delay in inputs, access, approvals or feedback shifts the affected milestone dates day for day, and may shift later milestones further where the assigned team has been committed to other work in the interim.
• If a project remains blocked on client dependencies for 30 consecutive calendar days, we may place it on hold and release the assigned team. Re-mobilisation is then scheduled subject to team availability, and any re-mobilisation cost is stated in writing before it is incurred.
• Work already delivered up to the point of a hold remains invoiceable, and fees already invoiced are governed by the Return and Refund Policy.

Events outside either party's control

Neither party is liable for delay caused by events beyond reasonable control, including nationwide internet or electricity disruption, extended cloud provider outages, natural disaster, civil disturbance, or changes in law or regulation. If such an event occurs we tell you promptly, continue whatever work remains possible, and agree a revised schedule once the disruption ends.

• Access to your systems and data is limited to the team members who need it for the engagement, and is revoked when it is no longer required.
• Credentials and secrets are exchanged only through secure, expiring channels, and we ask that you rotate any credential shared with us at the end of the engagement.
• We use the minimum client data necessary to build and test the solution, and we prefer anonymised or synthetic data for development environments wherever that is workable.
• Handling of personal data during delivery is described in our Privacy Policy, and confidentiality obligations are set out in our Terms and Conditions or in a separate non-disclosure agreement where one is signed.

For any question about the status of a delivery, access to a deliverable, a milestone review, a defect report or a schedule change, contact us using the details below and quote your project name or invoice number. Delivery queries are answered within one business day.

We may update this Service Delivery Policy to reflect changes in our services, tooling or in applicable regulation, including requirements of the State Bank of Pakistan and of our payment processor. The version published on this page, with the date shown at the top, is the version in force. Engagements already underway continue to be governed by the Statement of Work signed for them.