Service Delivery Policy

1. Introduction

This Delivery Policy describes how Netekspert, obrt za usluge delivers IT consulting services, including timelines, processes and obligations of both parties.

Since we provide professional consulting services (not physical products), "delivery" refers to service provision, solution implementation and documentation handover.

2. Service Types and Delivery Times

2.1. Emergency Response

For active DDoS attacks and emergency security cases:

• Initial response: within 4 hours of report
• First assessment: within 1 hour of receiving access
• Mitigation start: immediately after assessment and Client approval
• Initial stabilization: typically 2-6 hours from intervention start

Note: Emergency interventions available 24/7. Contact us at emergency [at] netekspert [dot] hr

2.2. Standard Projects (2-week Sprint)

For planned DDoS protection, WAF configuration, cloud optimization:

• Project start: 1-3 business days from order confirmation and deposit receipt
• Phase 1 - Assessment: 2-3 business days
• Phase 2 - Implementation: 5-7 business days
• Phase 3 - Testing and fine-tuning: 3-4 business days
• Documentation delivery: at project end

Total duration: typically 10-14 business days from start

2.3. Performance Tuning Projects

For speed and performance optimization:

• Performance audit: 2-3 business days
• Optimization implementation: 5-10 business days
• Results validation: 2-3 business days

Total duration: 9-16 business days

2.4. Monthly Retainer

For ongoing support and optimization:

• Response to inquiries: within 24 hours (business days)
• Monthly report: by the 5th of month for previous month
• Emergency interventions: according to Emergency Response process
• Planned optimization: by agreement with Client

2.5. Ad-hoc Consulting

For one-time consultations:

• Scheduling: typically 1-3 business days in advance
• Session duration: by agreement (typically 1-4 hours)
• Follow-up documentation: within 24 hours after session

3. Delivery Process

3.1. Order Confirmation

After you contact Netekspert:

1. Initial consultation (free, typically 15-30 minutes)
2. Scope assessment and proposal preparation
3. Proposal with detailed service description, pricing and timeline
4. Order confirmation by Client
5. Deposit receipt (50% for new clients or emergency interventions)
6. Work begins

3.2. Service Execution

During the project we provide:

• Regular progress communication
• Daily or weekly updates (depending on project)
• Staging environment testing before production
• KPI and metrics monitoring
• Rollback capability if needed

3.3. Results Delivery

At project end we deliver:

• Implemented solutions: security rules, configurations, optimizations
• Runbook documentation: detailed maintenance instructions
• Dashboards: for monitoring performance and security
• Report: work summary, results, recommendations
• Knowledge transfer: optional training for your team

4. Conditions for Timely Delivery

4.1. Client Obligations

For adherence to delivery deadlines, Client must:

• Provide cloud platform access within 24 hours of start
• Provide necessary infrastructure information
• Designate contact person available during business hours
• Test and approve implementations promptly
• Perform backup before implementing changes

4.2. Delays Beyond Our Control

Delivery deadlines may be extended due to:

• Delays in providing access or information by Client
• Discovery of additional security issues during project
• Need for additional testing for safety
• Third-party infrastructure problems (AWS, Cloudflare outages)
• Force majeure (natural disasters, pandemics, internet interruptions)

In case of delays, Client will be immediately notified with new estimated timeline.

5. Communication and Monitoring

5.1. Communication Channels

• Email: Primary channel for all communications
• Project tools: By agreement (Slack, Teams, etc.)
• Video calls: For kick-off meetings and complex discussions
• Phone: For emergencies

5.2. Business Hours

• Standard support: Monday - Friday, 9:00 - 17:00 CET
• Emergency interventions: 24/7 availability
• Response time: within 24 hours for standard inquiries, 4 hours for emergencies

6. Completion and Acceptance

6.1. Completion Criteria

Project is considered complete when:

• All agreed objectives are achieved
• Solutions are implemented in production
• Testing is successfully conducted
• Documentation is delivered
• Knowledge transfer is provided (if agreed)

6.2. Client Acceptance

• Client has 7 days to test and verify delivered solutions
• Objections must be submitted in writing with specific explanations
• Minor defects will be corrected at no additional cost
• If Client doesn't provide objections within 7 days, project is deemed accepted

6.3. Warranty

• 30 days free support after project completion
• Bug fixes or defects in our work at no charge
• Help with new attacks/issues that occur within 30 days

7. Scope Changes

7.1. Change Requests

If Client requests changes or additions outside initial scope:

• We'll assess additional costs and time
• Provide written proposal for additional work
• Work on changes begins after written Client approval
• Delivery deadlines may be extended according to additional scope

7.2. Minor Adjustments

Minor adjustments within reasonable scope are included in project price and won't affect delivery deadline.

8. Post-Completion Support

After project completion and 30-day warranty period, the following options are available:

• Monthly retainer: For ongoing optimization and support
• Ad-hoc consulting: As needed, billed hourly
• New projects: For additional services or upgrades

9. Contact for Delivery Questions

NETEKSPERT, obrt za usluge, Vedran Jakovac

Address:
Slavka Kolara 50, 10410 Velika Gorica, Croatia

OIB: 77868347218 | MBO: 97608173

For questions about your order status or service delivery:

• Email:
• Emergencies:
• Response: Within 24 hours (business days)