License & SLA

These terms apply to deliverables, source code, designs, documentation, deployment, warranty, maintenance, and support provided by Wafinix. Specific provisions in an SOW, proposal, contract, or SLA prevail if different. A formal SLA applies only when expressly included in an active package or project document.

After all project fees are paid, the client receives rights in custom deliverables identified for handover, such as application source code, final designs, schemas, and project documentation, to the extent those rights are owned by Wafinix and not excluded.

The transfer does not include Wafinix trademarks, general know-how, methods, ideas, generic algorithms, pre-existing components, internal tools, general templates, or third-party components. Moral rights and non-transferable rights remain subject to applicable law.

Wafinix retains ownership of internal libraries, boilerplate, design systems, utilities, processes, and know-how that existed before the project or were developed generally outside the client's unique requirements. If embedded in a deliverable, the client receives a non-exclusive license for as long as needed to operate, maintain, and develop that deliverable unless the SOW states otherwise.

Frameworks, packages, fonts, images, plugins, APIs, AI models, and other third-party components remain governed by their owners' licenses and terms. Wafinix will reasonably identify material components requiring special action or fees. The client must preserve required license notices.

Renewal costs and third-party license compliance after handover are the client's responsibility unless included in a managed service.

The client retains its data, brands, logos, copy, photos, documents, and supplied materials. The client grants Wafinix a limited license to use them during the project and warrants that it holds the necessary rights and permissions. Claims arising from client materials or instructions are the client's responsibility unless caused by an unauthorized Wafinix modification.

After public launch, Wafinix may name the client and display non-confidential portions as a portfolio item or case study without exposing credentials, personal data, trade secrets, or internal information. The client may request a written restriction, launch embargo, or NDA, and those specific terms will be honored.

The handover format follows the package or SOW and may include a repository, production build, documentation, accounts, or training. Source code is handed over after related payment is complete. Production secrets are excluded from repositories and transferred through an agreed channel.

The client must rotate temporary credentials, retain source and backup copies after handover, and keep third-party licenses and accounts active.

A bug is reproducible behavior causing the deliverable to fail an agreed function or acceptance criterion in a supported environment. Standard warranty periods follow the package: Personal 14 days, Small Business 30 days, Business 60 days, and Enterprise as stated in the proposal or SLA. The period runs from acceptance or production launch, whichever occurs first, unless otherwise agreed.

During warranty, Wafinix fixes qualifying bugs without additional service fees. A fix may be a patch, configuration change, reasonable workaround, or component replacement.

Warranty excludes new features or changes, third-party modifications, use outside documentation, incorrect data or content, leaked credentials, unsupported devices or browsers, third-party service failures, attacks beyond reasonable control, and issues caused by rejecting recommended security updates.

Requests outside warranty will be assessed and may be proposed as a change request or maintenance task.

Unless a specific SLA states otherwise, support hours are Monday–Friday, 09:00–17:00 Western Indonesia Time (WIB), excluding Indonesian public holidays. Official channels are Wafinix email, business WhatsApp, or the project ticketing system.

Response time starts when a sufficiently complete report is received during support hours. A report received outside those hours starts at the next support opening. The client should provide impact, occurrence time, reproduction steps, evidence, and an available contact.

The following targets are an initial baseline only for Business or Enterprise packages with active support/SLA. An SOW may set different targets. Initial response means acknowledgement and triage has started, not guaranteed resolution within that time.

Resolution time depends on cause, access, reproducibility, complexity, and third parties, so it differs from response time. Wafinix will provide reasonable updates for P1/P2 and escalate to appropriate personnel. If a permanent fix is not yet available, a safe workaround may be used to restore service first.

An uptime commitment applies only when Wafinix expressly manages hosting and a target is written into the SLA or SOW. Without a written percentage, no uptime percentage is guaranteed.

Measurement excludes notified scheduled maintenance, force majeure, internet or third-party provider outages, attacks not reasonably preventable, client actions or configuration, and security or payment suspension. Service credits are available only if specifically stated and are the exclusive remedy for an uptime failure.

Maintenance is a separate service unless included in the package. It may cover dependency updates, monitoring, backups, security reviews, minor fixes, and content support within an allowance. Backup schedules, retention, location, restore testing, and each party's duties must be stated in the SOW.

A backup is not a permanent archive and cannot guarantee recovery of every change. The client should retain independent copies of important data and source code.

Wafinix applies security controls appropriate to the scope and tier, but absolute security cannot be guaranteed. The client must securely manage users, permissions, MFA where available, devices, and credentials.

Suspected incidents must be reported promptly through the priority channel. Wafinix may take containment action to prevent further harm. Forensics, recovery from compromised client accounts, or third-party incidents may fall outside the SLA unless contracted.

The SLA may be reviewed when architecture, user volume, providers, or risk changes. Support may be suspended if invoices are overdue, secure access is unavailable, the system is modified without coordination, or a version is no longer supported after notice. At service end, export, handover, and access removal follow the contract.

Licensing questions, source requests, and support escalations may be sent to habibwafi96@gmail.com or WhatsApp +62 813-8446-7988.