One-line intro: Complete breakdown of project timelines, client obligations, post-handover support rates, and late-delivery penalty refunds.
TL;DR Summary
Delivery Window: Completed within 7 working weeks at 1 hour max per working day.
Post-Handover Work: Billed at $20 USD/hour on a pre-payment basis.
On-Time Guarantee: Tiered compensation (5% up to 25% refund) applies automatically if delays occur on our end.
1. Delivery Schedule & Work Capacity
Project Execution Period: Every standard implementation project is scheduled for completion within 7 working weeks.
Daily Dedicated Allocation: A maximum of 1 hour per working day (Monday through Friday) is allocated per project to maintain high quality and precision execution.
Official Kickoff Trigger: The 7-week SLA clock starts only after the initial invoice is paid and all technical prerequisites (API keys, DNS control, server credentials) are delivered.
2. Client Prerequisites & Action Items
To prevent SLA extension, clients must fulfill the following criteria:
Access Grant: Provide all required portal access (AWS, GCP, Cloudflare, Workspace, Payment Accounts) within 3 working days of kickoff.
Feedback Timelines: Review and approve completed milestones within 48 hours of submission.
Note: Delays caused by third-party service outages (e.g., AWS, Razorpay, Cloudflare) or missing client credentials are exempt from delay penalties.
3. Strict Compliance: Tiered Delay Refund Structure
Customer satisfaction is our top priority. If RKS Best fails to deliver your project within the 7-week window due to internal delays, the following automatic compensation applies:
| Occurrence | Compliance Action & Refund Amount |
| 1st Delay Instance | 5% Discount on project total or direct 5% refund |
| 2nd Delay Instance | 8% Discount on project total or direct 8% refund |
| 3rd Delay Instance | 10% Discount on project total or direct 10% refund |
| 4th Delay Instance | 25% Instant Refund on total project fees |
4. Post-Handover Maintenance & Out-of-Scope Rates
Handover Completion: Once final implementation is delivered and handed over, project scope is considered closed.
Support Hourly Rate: Any subsequent updates, custom changes, troubleshooting, or consultations are billed at $20 USD per hour.
Pre-Payment Rule: Post-handover tasks require 100% upfront payment of estimated hours before implementation begins.
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