DJDjembara

Service Level Agreement (SLA)

Last updated: July 14, 2026

This document specifically governs the terms of custom service orders purchased through djembara.com. By making a payment for a Service Order, you (the Client) agree to the limitations set forth below.

1. Response Time

These services are handled directly by an independent developer (Solo Developer). Therefore:

  • Effective Working Hours: Monday - Friday (09:00 - 17:00 WIB).
  • Target Response Time: Your messages or support tickets will be replied to within 1 to 3 business days (24-72 hours).
  • There is no guarantee of instant 24/7 response or handling on national holidays.

2. Revision Rules & Scope Creep

To protect the quality of work and time management, we enforce strict revision limits:

  • Major Revision Limit: Unless stated otherwise in the service description, each Service Order only includes a maximum of 2 (two) design/feature revision cycles.
  • Scope Creep: Adding new features, changing the database architecture, or drastically changing the design mid/late project that was not written in the initial agreement (Requirements) is not included in revisions. This will be billed as a new order/invoice.

3. Project "Ghosting" / Abandonment Conditions

If during the development or revision stage (In Revision), you (the Client) do not provide feedback, assets, or responses to our inquiries for 30 consecutive calendar days, then:

  • The project will automatically be considered Completed.
  • The remaining funds that have been paid will be forfeited and cannot be refunded.
  • If the Client returns after the 30-day period and wishes to continue, the Client must open a new Service Order with a re-activation fee.

4. Bug Warranty Period

After the project is Handed Over and the status becomes Completed, the Client receives a Minor Bug Warranty period of 14 calendar days.

  • This warranty is ONLY valid for fixing code that does not function according to the initial agreement.
  • This warranty is VOID if the Client or a third party modifies (hardcodes/tampers) the source code that has been delivered.

5. Force Majeure

The developer is exempted from the obligation to meet deadlines in the event of force majeure, including but not limited to: natural disasters, massive internet network disruptions, prolonged power outages, or serious health issues/hospitalization experienced by the developer.