SLA & Warranty — Mazel Grand HMS

Purpose

This Service Level Agreement (SLA) and Warranty policy defines the service levels, response times, delivery timelines, and quality guarantees that Mazel Grand HMS provides to its clients.

It is designed to set clear expectations, provide accountability, and ensure we deliver on our commitments.

Scope of this SLA

This SLA applies to all services provided by Mazel Grand HMS, including:

Data Quality Audit engagements.
Standard and Extended Decision Reports.
Quarterly Strategic Cycles.
Dedicated Analytics Retainers.
Custom Pipeline & Architecture projects.
All other custom engagements quoted by Mazel Grand HMS.

Response times for enquiries

We commit to responding to client communications within the following timeframes:

Initial enquiries: within 1 business day of receipt.
Quote requests: within 2 business days for standard scopes; longer for complex custom work.
Support emails: within 1 business day during active engagements.
Post-engagement questions: within 2 business days for up to 30 days after delivery.
Billing and payment queries: within 1 business day.

Security incident response

For security-related matters, we follow the timelines defined in our Responsible Disclosure and Security & Ephemeral Access policies:

Security vulnerability reports: acknowledgement within 2 business days.
Data breach notifications: to affected clients without undue delay.
Incident investigation: initiated immediately upon receipt of report.

Delivery timelines by service type

Standard delivery timelines for our fixed-scope packages are as follows, calculated from receipt of complete data:

Data Quality Audit: 3–5 business days.
Standard Decision Report: 5–7 business days.
Extended Multi-Source Report: 7–10 business days.
Quarterly Strategic Cycle: delivered according to agreed quarterly schedule.
Dedicated Analytics Retainer: ongoing delivery as per retainer agreement.
Custom Pipeline & Architecture: timeline specified in custom quote.

Timeline assumptions and dependencies

The timelines above assume the following conditions are met:

Complete data: client provides all required data in the agreed format.
Timely access: client provides access to systems or data sources within 2 business days of request.
Clarification: client responds to clarification questions within 2 business days.
No scope changes: no changes to the agreed scope after work begins.
Standard data quality: data is in reasonably good condition; extremely poor quality may extend timelines.

Timeline adjustments

If the assumptions above are not met, timelines may be adjusted:

Late data: if data is provided late, the delivery date is shifted by the delay period.
Incomplete data: if data is incomplete, we will notify you and pause the timeline until complete data is received.
Scope changes: if you request scope changes, we will provide a revised timeline and quote before proceeding.
Delayed clarifications: if clarification questions are not answered promptly, the timeline may be extended.
Notice: we will notify you in writing when a timeline adjustment is required and explain the reason.

Missed delivery deadlines

If we fail to meet an agreed delivery deadline without a valid reason, the following remedies apply:

Communication: we will notify you immediately if we anticipate missing a deadline and explain the reason.
Partial delivery: if part of the work is complete, we will deliver it and provide a revised timeline for the remainder.
Cancellation option: if the delay exceeds 5 business days beyond the agreed deadline, you may cancel the outstanding work.
Refund: if you cancel due to our delay, you will receive a refund for the undelivered portion proportional to the original quote.
Compensation: for retainer clients, we may provide service credits at our discretion for significant delays.

Quality warranty

We warrant that all deliverables will conform to the scope and specifications defined in your written quote.

Scope conformance: deliverables will address all aspects of the agreed scope.
Methodology: we will use appropriate analytical methods for the engagement type.
Accuracy: calculations and analyses will be performed with reasonable care.
Documentation: deliverables will include clear documentation explaining findings and methodology.
Format: deliverables will be provided in the agreed format (e.g., spreadsheet, PDF, interactive dashboard).

Warranty claims

If you believe a deliverable does not conform to the agreed scope, you may raise a warranty claim:

Notification period: claims must be raised within 10 business days of delivery.
Claim process: send a detailed explanation of the non-conformance to info@mazelgrandhms.com.
Assessment: we will assess the claim within 5 business days.
Remediation: if the claim is valid, we will rework the deliverable free of charge.
Refund: if we cannot make the deliverable conform after reasonable effort, we will refund the applicable portion of the engagement.

Revision rounds

Different service packages include different numbers of revision rounds to refine deliverables:

Data Quality Audit: 1 revision round.
Standard Decision Report: 2 revision rounds.
Extended Multi-Source Report: 4 revision rounds.
Quarterly Strategic Cycle: 2 revision rounds per quarterly deliverable.
Dedicated Analytics Retainer: revisions are handled as part of ongoing collaboration.
Custom engagements: revision rounds specified in the custom quote.

Scope of revisions

Revision rounds are intended to refine deliverables within the agreed scope, not to expand it:

Included: adjustments to visual presentation, clarification of findings, additional breakdowns within the scope.
Included: minor methodological refinements that do not change the fundamental approach.
Excluded: new analysis directions not in the original scope.
Excluded: additional data sources not in the original scope.
Excluded: restructuring the entire analysis approach.
Paid changes: scope expansions are quoted separately and treated as new work.

Revision process

To request a revision, follow this process:

Submit request: send revision requests within 10 business days of delivery.
Specific feedback: provide specific, actionable feedback on what needs to be changed.
Consolidation: if possible, consolidate all revision requests into a single communication.
Turnaround: revisions are typically completed within 3–5 business days depending on complexity.
Revision tracking: we will confirm which revision round each request falls under.

Uptime and availability

For hosted or cloud-based deliverables (e.g., interactive dashboards), we provide the following availability commitments:

Target uptime: 99.5% uptime during business hours (9:00–17:00 UTC, Monday–Friday).
Planned maintenance: we will provide 48 hours notice for planned maintenance that may cause downtime.
Emergency maintenance: we may perform emergency maintenance without notice for critical security issues.
Outage communication: we will notify you of unplanned outages and provide status updates.
Compensation: for extended outages beyond our control, we may provide service credits at our discretion.

Data security SLA

Our security commitments are defined in detail in our Security & Ephemeral Access Policy. Key service levels include:

Data deletion: within 30 days of engagement completion or on request.
Access revocation: within 1 business day of engagement completion.
Incident response: immediate initiation upon detection.
Breach notification: without undue delay to affected parties.

Client responsibilities

To ensure we can meet our SLA commitments, clients have the following responsibilities:

Data provision: provide complete, accurate data in the agreed format.
Timely communication: respond to requests for clarification or access promptly.
Scope adherence: avoid mid-engagement scope changes without agreeing to timeline adjustments.
Review: review deliverables promptly and raise issues within the warranty period.
Feedback: provide clear, specific feedback for revision requests.

SLA exclusions

The following circumstances are excluded from SLA commitments and may result in timeline adjustments:

Force majeure: events beyond reasonable control (natural disasters, pandemics, war).
Client delays: delays caused by client not providing data or access on time.
Third-party failures: outages or failures of third-party services we rely on.
Data quality issues: extremely poor data quality that requires extensive cleaning beyond scope.
Scope creep: multiple incremental scope changes that collectively extend work.

SLA monitoring and reporting

We monitor our performance against these SLAs and report on compliance:

Internal tracking: we track response times, delivery timelines, and quality metrics internally.
Client reporting: for retainer clients, we provide periodic SLA performance reports.
Improvement: we use SLA data to identify areas for improvement in our processes.

SLA modifications

We may modify this SLA from time to time to reflect changes in our services or industry standards.

Notice: we will provide 30 days notice of material SLA changes.
Existing engagements: SLA changes do not apply to existing engagements unless agreed.
Client consultation: for retainer clients, we will consult on significant SLA changes.

Contact

SLA questions or concerns: info@mazelgrandhms.com.

Warranty claims: include "Warranty claim" in the subject line.

SLA breach reports: include "SLA concern" in the subject line.