1. Engagement documents
Each engagement consists of the accepted quotation, statement of work or written scope together with this Service Agreement, the Terms of Service and applicable policies. The project-specific document defines deliverables, fees, assumptions, exclusions and target timing.
2. Assessment and scope
iBugFix may perform a preliminary or paid assessment before committing to implementation. A repair scope is based on the information and access available at that time. Materially different system conditions may require a change request.
3. Scheduling and turnaround
Dates are estimates unless expressly stated as guaranteed in writing. Turnaround depends on timely access, customer decisions, third-party responsiveness and the absence of hidden faults. Priority or emergency status affects queue position but does not guarantee a particular outcome.
4. Access controls
- Use temporary accounts and least-privilege permissions where possible.
- Do not send passwords, private keys or API secrets through the public form.
- Authorise only the systems and environments included in the scope.
- Rotate or revoke credentials after completion when requested.
5. Backups and recovery
The customer is responsible for maintaining recoverable backups unless backup creation or verification is included in writing. iBugFix may pause high-risk work where no credible recovery path exists. A backup reduces risk but does not guarantee complete restoration.
6. Implementation and testing
Repairs are tested against the reported failure and the agreed acceptance criteria. Where a staging environment is unavailable, live changes may carry additional risk and may require a written acknowledgement. The customer remains responsible for final operational and user acceptance testing unless otherwise agreed.
7. Security approach
iBugFix applies reasonable secure-development and access-handling practices appropriate to the scope. A bug fix, cleanup or development engagement is not automatically a penetration test, formal security audit or compliance certification unless those services are expressly included.
8. Customer approvals
Approvals may be given by email, signed document, payment against a quotation or another agreed written method. Delayed feedback can move delivery dates and may require rescheduling.
9. Fees and changes
Invoices, deposits, milestones and due dates are stated in the quote. Work outside scope requires written approval or a new quote. Emergency investigation may be billed for time used even when full recovery depends on systems outside iBugFix control.
10. Acceptance and support window
Deliverables are considered accepted when approved in writing, deployed with approval or not rejected with specific scope-based reasons within the stated review period. Any included correction window applies only to defects in the delivered scope, not new requirements or unrelated failures.
11. Maintenance and monitoring
Maintenance coverage, monitored endpoints, response targets, exclusions and included support must be stated in the recurring service schedule. Monitoring reduces detection time but cannot prevent every outage, attack or third-party failure.
12. Confidentiality and data
Each party must protect confidential information with reasonable care and use it only for the engagement. Data handling is further described in the Privacy Policy and Compliance & Security page. A separate data-processing agreement may be used where required.
13. Termination and handover
Either party may terminate as allowed by the accepted quote or terms. On termination, outstanding fees become due and available customer materials or paid deliverables will be returned or made available, subject to legal, security and retention requirements.
14. Sign-off
Payment of a deposit, written approval of a quotation or signed acceptance constitutes agreement to this framework unless the project document expressly states otherwise.