Service Level Agreement
This SLA describes how Unstack measures and commits to delivery. Our principle is simple: whoever holds the work owns the clock. Time only counts while work is with our team.
Initial build
Your initial version is delivered within 2 weeks. The countdown begins when you approve the plan, not at signup, and pauses whenever work is with you for review or approval.
The fair clock
- While we are building, the clock runs on us.
- While work is with you for review or approval, the clock pauses.
- You can always see who holds each item and how much time remains.
Feature requests & sizing
Feature requests are unlimited within your plan's concurrency. Each request is sized and given a delivery window:
- Acceptance and sizing within one day.
- Delivery windows scale with size (small / medium / large).
- A feature occupies a line (and its clock starts) when a line is free; otherwise it is queued.
Concurrency
The number of feature lines that run in parallel depends on your plan: Core runs 1, Growth runs 2, and Scale runs 3. Lines are independent, so a stalled review never blocks the rest of your roadmap.
Review & deployment
Every change is delivered to staging for your review. Nothing reaches production without your explicit approval.
Support
Support is available by email, with priority handling on higher tiers. Enterprise plans can include a dedicated channel and a regular cadence. Contact support@neonapps.co.