Terms of Engagement & SLA

1. Scope of Work & Sprint Structure

All engineering, design, and optimization work conducted by ONS Tech Global is executed according to mutually agreed Statements of Work (SOW) or iterative sprint backlogs. Each sprint defines clear technical deliverables, acceptance criteria, and expected completion timelines.

2. 12-Hour SLA & Communication Standards

We maintain rigorous communication protocols designed specifically for transatlantic and international collaboration:

• Guaranteed Response Window: Every client inquiry submitted via dedicated Slack channels or project management portals receives a senior engineering response within 12 business hours.
• Synchronous Overlap: Daily standing overlap windows scheduled during US business hours (EST/PST) and European working days (GMT/CET).
• Weekly Staging Demos: Review functional staging environments every sprint with live deployment walkthroughs.

3. Intellectual Property (IP) Transfer

You own 100% of your code and digital assets.

Upon clearance of invoices corresponding to each project milestone or sprint, ONS Tech Global automatically assigns and transfers all intellectual property, copyright, Git repositories, Figma design files, and custom software code created specifically for the client directly to the client's corporate entity without ongoing royalties or licensing constraints.

4. Milestone Billing & Payment Terms

Standard engagements are invoiced on a milestone schedule (e.g. 30% deposit upon architecture sign-off, 40% upon staging alpha completion, 30% upon final acceptance and production deployment). Invoices are payable via international bank wire (ACH / SEPA / SWIFT) or corporate card via Stripe with standard Net-15 terms.

5. 30-Day Post-Launch Warranty

Every custom web, mobile, or ERP build shipped by ONS Tech Global includes an unconditional 30-day post-launch warranty period during which any discovered bugs, rendering defects, or functional regressions directly related to the agreed specification are resolved immediately at zero additional cost.