Service Agreement

This Service Agreement sets out the standards of delivery, communication and quality that every Maast Services client can expect. It is intended to complement our Terms & Conditions and the project-specific scope document.

1. Service Delivery Standards

All Projects are delivered against a written scope document with clear milestones, deliverables and acceptance criteria. We commit to:

• Defined milestone dates with weekly progress updates.
• Code and design work that follows agreed quality standards and modern best practice.
• Accessibility (WCAG 2.1 AA), performance and security checks before launch.
• Comprehensive handover documentation and a training session at the end of every Project.

2. Project Acceptance Process

Each milestone is shared via staging environments, design tools or shared repositories. Approval is requested in writing and is deemed given after 7 calendar days without objection. Final acceptance is confirmed in writing once launch criteria have been met.

3. Communication Standards

We commit to acknowledging written communications within one business day and providing substantive responses within three business days. Each Project has a single named lead and a defined communication channel (email, project board or instant messaging).

4. Revision Process

Each stage includes a defined number of revision rounds as set out in the scope. Revisions are bundled into structured feedback rounds rather than ad-hoc requests to keep delivery predictable. Out-of-scope changes are quoted separately.

5. Quality Assurance

Every release is tested across modern browsers, screen sizes, key user journeys and assistive technologies. Performance is benchmarked against Core Web Vitals and Lighthouse scores. Security checks include dependency scanning, secure configuration of headers and protections against common web vulnerabilities.

6. Support & Maintenance

Following the 30-day warranty period, ongoing support is provided under a maintenance retainer covering updates, monitoring, content changes and small enhancements. Incident response is prioritised based on severity, with critical incidents addressed the same business day.

7. Documentation & Handover

Every Project ships with documentation covering technical architecture, deployment, environment variables, content management and basic editorial workflows. Code repositories, design files and account credentials are transferred at the end of the engagement.

8. Continuous Improvement

We treat every Project as an opportunity to improve. Post-launch retrospectives are offered for larger engagements and feedback is welcomed at any point during the relationship.