Skip to content
Let's Talk

🛟 Support Our Stuff (SOS) 🛟

Service Level Agreement (SLA)

Month-to-Month Support Plans

Welcome to Island Pitch’s Support Our Stuff program. These Terms of Service exist so we can deliver the best results, maintain mutual clarity, and keep our shared work moving forward with confidence, clarity, and intention. We’re flexible in style — but firm in structure.

By purchasing or activating a Support Our Stuff plan, you agree to the following terms:

Effective Date: Upon execution of the Support Our Stuff Annual Plan Agreement (the “Agreement”).

This SLA is the version posted on Island Pitch’s website at the time of signing and is incorporated by reference into the Agreement. By signing the Agreement, the client confirms they have reviewed and accept this SLA.

This Service Level Agreement (“SLA”) defines Island Pitch LLC’s (“Island Pitch”) support commitments for clients enrolled in the Support Our Stuff (“SOS”) program. This SLA applies to production hosting, incident response, bug fixes, and maintenance tasks for the covered application and related services.

1. Scope of SLA

1.1 Covered Services

SOS includes support for:

  • Production hosting operations on AWS Amplify (or successor platform) sized for the client’s enrolled tier.

  • Bug fixes and stability work within the monthly maintenance allowance for the tier.

  • Minor configuration and content changes (e.g., copy updates, small UI corrections) within allowance.

  • Deployments and rollbacks related to covered fixes.

  • Security patches and dependency updates within allowance.

1.2 Not Covered (Requires Separate SOW)

Unless explicitly included in writing, SOS does not cover:

  • Net-new features, product roadmap expansions, or major UX redesigns.

  • New third-party integrations beyond minor fixes.

  • Data migrations, large-scale remediation, re-architecture, or performance overhauls.

  • Compliance frameworks not disclosed prior to onboarding.

  • Support for environments not managed by Island Pitch.

2. Support Portal & Communication

2.1 Required Channel

All support requests must be submitted through the Harbor Support Portal:
http://islandpitch.com/support/portal

Requests submitted outside the portal (email, text, social DM) may be redirected into the portal before SLA clocks begin.

2.2 Ticket Contents

Each ticket should include:

  • Clear issue summary and desired outcome.

  • Steps to reproduce (if a bug).

  • Screenshots/video and relevant link(s).

  • Environment (prod/stage) and user context.

Incomplete tickets pause SLA timing until clarified.

3. Severity & Priority Definitions

3.1 Severity Levels

  • Severity 1 (Critical): Production outage, security incident, or core workflow unusable for most users.

  • Severity 2 (High): Major feature broken with limited/unsafe workaround; significant user impact.

  • Severity 3 (Normal): Non-blocking bug, degraded UX, or functionality issue with workaround.

  • Severity 4 (Low): Cosmetic defects, minor copy/layout changes, nice-to-have tweaks.

3.2 Priority Assignment

Island Pitch assigns priority based on severity, impact radius, and reproducibility. Client-requested priority is considered but not guaranteed.

4. Service Hours

Standard Support Hours:

  • Monday–Friday, 9:00am–5:00pm PT, excluding U.S. federal holidays.

After-hours support:

  • For Severity 1 incidents, Island Pitch may respond after hours at its discretion. Such time counts toward allowance unless waived in writing.

5. Tiered Support Commitments

5.1 Tier Summary (Website Format)

Below is a plain‑English summary of each SOS tier. Detailed timing targets appear in the response table that follows.

Light Lift Crew (Entry Level)

  • Best for: early launches, small teams, and steady‑state platforms.

  • Monthly allowance: 4 small requests + 1 platform audit or simple automation.

  • Acknowledgement: within 2 business days.

  • Typical outcomes: bug fixes, copy/UI tweaks, light automation tuning, and keeping the lights on.

Full Sail Crew

  • Best for: growing products that need regular improvements and faster turnaround.

  • Monthly allowance: Light Lift + 5–7 tasks/month, including mid‑level workflows and a monthly check‑in.

  • Acknowledgement: within 1 business day.

  • Typical outcomes: faster fixes, more maintenance capacity, and proactive support.

Heavy Seas Crew

  • Best for: high‑usage products, multi‑workstream backlogs, or peak release cycles.

  • Monthly allowance: Full Sail + multi‑project backlog support, integrations, and weekly grooming.

  • Acknowledgement: within 4 business hours.

  • Typical outcomes: near‑real‑time triage and the highest monthly throughput.

Response & Resolution Targets by Severity

Severity Light Lift Crew Full Sail Crew Heavy Seas Crew
Acknowledgement ≤ 2 biz days ≤ 1 biz day ≤ 4 biz hrs
S1 Critical (triage / mitigation) ≤ 8 biz hrs / 2–3 biz days ≤ 4 biz hrs / 1–2 biz days ≤ 2 biz hrs / same‑next biz day
S2 High (start / target fix) ≤ 2 biz days / 5 biz days ≤ 1 biz day / 3–5 biz days ≤ 4 biz hrs / 2–3 biz days
S3–S4 Normal/Low (start / target fix) ≤ 5 biz days / 10 biz days ≤ 3 biz days / 7 biz days ≤ 2 biz days / 5–7 biz days

Notes

  • “Start” = active investigation begins.

  • “Mitigation” = workaround or partial restoration for S1.

  • “Target fix” assumes no external blockers.

5.2 Maintenance Allowance Rules

  • Allowance resets monthly; unused allowance does not roll over unless agreed in writing.

  • Requests are counted when work begins, not when submitted.

  • Work beyond allowance requires a new quote/SOW or may be deferred to the next cycle.

5.3 What Counts as a “Small Request”

Examples (non‑exhaustive):

  • Copy edits, small layout tweaks, button/state fixes.

  • Minor automation adjustments.

  • Small bug fixes with limited blast radius.

If a request expands beyond small scope, Island Pitch will reclassify it as a mid‑level task or SOW item.

6. Hosting Commitments (AWS Amplify)

6.1 Platform

Island Pitch hosts the application on AWS Amplify (or a comparable managed hosting platform) sized for client’s enrolled tier.

6.2 User Load Assumptions

  • SOS tiers are priced and provisioned against the client’s stated usage estimate (e.g., ~1,000 users for Light Lift).

  • If usage materially exceeds estimates (traffic, storage, compute), Island Pitch may recommend tier upgrade or pass‑through cost adjustments.

6.3 Incident Awareness

Island Pitch maintains baseline operational awareness; however, client‑reported issues through the portal remain the fastest path into prioritized triage.

7. Third‑Party Services & Client Credentials

7.1 Client-Owned Keys

For metered/paid services (e.g., OpenAI, Mapbox, email/SMS providers), the client:

  • Provides all API keys/tokens.

  • Retains ownership and billing responsibility.

7.2 Impact of Third‑Party Outages

Third‑party outages or quota limits are outside SOS control; Island Pitch will assist in diagnosis within allowance but cannot guarantee restoration timelines.

8. Client Responsibilities

To keep SLA targets achievable, the client agrees to:

  • Submit requests through the portal with reproducible detail.

  • Provide timely access/credentials/DNS updates when needed.

  • Respond to clarifying questions within a reasonable time.

Delays in client inputs pause SLA clocks without penalty to Island Pitch.

9. Change Management & Escalation

9.1 Change Classification

Island Pitch may reclassify tickets when new information changes severity or scope.

9.2 Escalation Path

If a ticket is not progressing as expected, client may request escalation through the portal. Island Pitch will review within the tier’s acknowledgement window.

10. SLA Exclusions & Limitations

  • Island Pitch’s obligations are best‑effort within tier limits, business hours, and allowance.

  • Repeated issues caused by client-side misconfiguration, unsupported browser/device behavior, or unauthorized code changes may be counted against allowance.

  • Island Pitch is not responsible for indirect damages, lost profits, or third‑party service failures.

11. Updates to This SLA

Island Pitch may update SOS tier definitions or SLA terms for future signings and renewals by posting a revised version on its website. Updates do not apply retroactively to an active Agreement unless both parties agree in writing.

12. Subscription Term, Renewal, and Cancellation

Unless otherwise stated in the Agreement:

  • SOS is a monthly subscription that begins on the Agreement’s effective date.

  • The subscription automatically renews each month and continues until cancelled by either party.

  • Either party may cancel with 30 days’ written notice. Support and hosting continue through the end of the paid billing period.

  • Island Pitch may suspend services for non‑payment or material breach in accordance with the Agreement.

13. Acceptance

This SLA is agreed to at the time the client signs the Support Our Stuff Annual Plan Agreement. The client’s signature on the Agreement constitutes acceptance of this SLA as posted on Island Pitch’s website on that date. No separate signature on this SLA is required.