Legal
Service level statement
Enquiries are answered within one business day. Retainer clients get a 4-hour response target for anything site-down and 1 business day for everything else. No uptime figure is promised for hosting I do not control, and I will not invent one.
- Last updated
- Effective from
- Applies to
- Anas Bin Masud
- Clauses
- 10
A service level statement from a one-person practice should look different from one written by a company with a night shift. This one does, deliberately — the numbers below are ones I can actually hold.
Anywhere a commitment cannot honestly be made, this page says so rather than borrowing a figure from an enterprise template.
1. Response times
| Situation | Target response | Applies to |
|---|---|---|
| New enquiry | 1 business day | Anyone |
| Active project question | Same business day, usually within hours | Clients in build |
| Snag during the 30-day warranty | 1 business day | Recently launched projects |
| Site down or checkout broken | 4 business hours | Retainer clients |
| Site down | Best effort, same day where reachable | Non-retainer past clients |
| Routine change request | 2 business days to schedule | Retainer clients |
2. Business hours
Monday to Friday, 09:00–18:00 PKT (UTC+5). That is 05:00–14:00 in the UK and Ireland, and midnight to 09:00 US Eastern.
Outside those hours I may well answer, and it is not promised. Genuine emergencies are best sent by WhatsApp, which reaches my phone rather than an inbox.
3. What is not promised
- A 24/7 support desk. There is one of me, and pretending otherwise would be the first broken promise
- An uptime percentage for hosting I do not control — the honest figure belongs to your host, not to me
- Guaranteed same-day fixes for problems inside third-party platforms
- Availability during announced leave, which is notified to retainer clients in advance
4. Uptime, and who is actually responsible
Uptime is a property of your hosting provider. Where I recommend or configure hosting I will tell you what its published availability is, and where a host is inadequate for what you are running I will say so before you buy it.
Monitoring is included in the maintenance retainer, which means you find out from me rather than from a customer.
5. What counts as an emergency
- Site down
- The site does not load at all.
- Checkout broken
- Customers cannot pay, or are charged without an order being created.
- Security incident
- Evidence of compromise, defacement or data exposure.
- Email failure
- Order confirmations or enquiry alerts have stopped arriving.
Everything else, including visual bugs and new feature requests, is handled in normal working hours. That distinction is published so nobody has to guess whether their issue qualifies.
6. Planned unavailability
Retainer clients are told in advance of any leave longer than two days, with the dates and a route for emergencies.
This is the honest limitation of a solo supplier, and the mitigation is structural rather than contractual: your code is in your repository, your credentials are yours, your stack is documented and boring, so another developer can act if I genuinely cannot.
7. Escalation
- WhatsApp for anything urgent — it reaches my phone.
- Email anasrajpoot766@gmail.com for everything else.
- If I have not responded within the target above, resend and say so. Messages do occasionally get missed and I would rather be chased than assumed unavailable.
- If a target is missed repeatedly on a retainer, say so and I will either fix it or tell you to cancel. Charging for a service level I am not meeting is not something I am willing to do.
8. Service credits
There is no service credit scheme, and inventing one would be dishonest at this scale: the credit would be smaller than the inconvenience and it would function as a way of buying out an obligation.
The remedy is simpler. Retainers cancel with 30 days’ notice and no minimum term, so if the service is not worth the fee, stopping costs you nothing.
9. Backups and recovery
- Frequency
- Daily automated backups on maintenance retainers.
- Retention
- 30 days rolling.
- Restore testing
- Quarterly. A backup nobody has restored is a hypothesis, not a backup.
- Recovery target
- Same business day for a full restore from backup, where hosting allows it.
10. Handover if you leave
Cancel a retainer and you keep everything: code, credentials, backups and documentation. There is no exit fee and no period during which access is withheld.
Who this document is from
| Trading name | Anas Bin Masud |
|---|---|
| Also known as | Anas Rajpoot — the name on the linked GitHub, LinkedIn and email accounts |
| Legal form | Sole trader / individual supplier. Not an incorporated company |
| Principal place of business | Islamabad, Islamabad Capital Territory, Pakistan |
| Contact email | anasrajpoot766@gmail.com |
| Telephone | +92 346 5348466 |
| Website | anas-portfolio.it.nf |
| VAT / sales tax registration | Not registered for UK VAT or EU VAT |
Not legal advice
This document is written in plain English by the person it binds. It has not been reviewed by a solicitor, and it is not legal advice to you.
Before relying on it in a dispute, or before signing with an enterprise or public-sector client, have it reviewed by a qualified professional in your jurisdiction. That instruction is on the page rather than in a footnote because it is genuinely meant.
Questions about this document
Email anasrajpoot766@gmail.com, or use any route on the contact page. There is no legal department; the reply comes from me.
Anything here that needs changing before you can work with me?
If your procurement process needs a clause added, an NDA signed, or a term adjusted, say so with the brief. It is a conversation rather than a refusal.
- Response
- Replies within 1 business day
- Hours
- Mon–Fri, 09:00–18:00 PKT — overlaps 05:00–14:00 UK, 00:00–09:00 US Eastern
- Booking
- Booking projects from October 2026