Service Scope & Terms

Swapps Platform includes initial setup and recurring support within the selected plan scope. The platform combines a client area, AI-assisted diagnosis, and human engineering review.

Plans are productized. Anything outside the plan scope is handled as a separate project, add-on, or Enterprise agreement.

Each Swapps Platform plan includes managed infrastructure within reasonable usage limits. These limits are designed to keep each plan aligned with the type of application it supports, while maintaining reliability, performance, and predictable operation.

If a project grows beyond the included usage, Swapps may recommend implementation optimizations, an infrastructure add-on, a plan upgrade, or a custom architecture depending on traffic, storage, database usage, integrations, users, or performance requirements.

Usage limits are expressed as included usage for the plan. They are not presented as unlimited capacity.

Initial setup includes the activities required to bring a product into the platform:

• Create and configure the product
• Connect the product to Swapps Platform
• Prepare components
• Validate operation
• Stabilize initial operation
• Define the supported scope

Setup is a one-time activity per product. Subsequent re-setups or major reconfigurations are scoped separately.

Recurring support covers the ongoing operability of the product within scope:

• Questions
• Error review
• Incident diagnosis
• Minor adjustments
• Operational support
• AI-assisted triage
• Human review

Tickets are prioritized based on a combination of the following factors:

The plans are designed around reasonable use for the type of project included in each tier. Reasonable use includes normal traffic, storage, database activity, support needs, and operational activity expected for that plan.

Usage patterns that significantly exceed the expected scope, such as high-volume automation, heavy file storage, intensive background processing, unusually high API traffic, complex integrations, or large user bases, may require additional infrastructure, a plan upgrade, or a custom agreement.

If your project exceeds the included limits, Swapps will review the usage and recommend one of the following options:

• Optimize the current implementation
• Add extra infrastructure capacity
• Upgrade to a higher plan
• Move the project to a custom architecture

Swapps will not intentionally interrupt a production service because of a temporary spike, but sustained usage above the included limits may require a plan adjustment or infrastructure add-on.

The following requirements may be available as an add-on, custom architecture, higher plan, or separate project depending on fit and scope:

The following are not included in standard plans unless explicitly scoped:

• Unlimited development
• New features
• New modules
• Redesigns
• Architecture changes
• New integrations
• Complex migrations
• 24/7 guard
• Dedicated team
• Roadmap execution through tickets

When a request is out of scope, Swapps may take one of the following actions:

SLA refers to first response time — the time within which Swapps will acknowledge a ticket. Resolution time depends on severity, complexity, and dependencies.

Resolution time is not part of the standard SLA. Severity 1 incidents on Enterprise receive a dedicated resolution target as defined in the contract.

To enable Swapps to deliver service effectively, you are responsible for:

• Granting access and credentials
• Providing content and assets
• Approvals and sign-offs
• Technical information and context
• Timely validation of resolutions
• Communicating internal stakeholders

Some operations depend on external tools (hosting, monitoring, payments, etc.). Their availability, terms, and limitations apply. Swapps is not responsible for vendor outages, breaking changes, or pricing changes, but will work with you to mitigate impact.