How and when you receive what you pay for.

1. What we deliver

• Pilots and projects deliver software, integrations, infrastructure, documentation and training as described in the Statement of Work.
• Managed services deliver ongoing monitoring, support and operations against agreed service levels.
• Kepler subscriptions deliver access to our AI Worker inside your connected workspace, plus onboarding.

2. Timelines

• Work on a pilot or project begins within 5 working days of the deposit clearing and the Statement of Work being signed, unless a later start date is agreed.
• Milestone dates are set in the Statement of Work. We report progress in writing every week and flag any risk to a date as soon as we see it.
• Kepler access is provisioned within 2 working days of payment, and onboarding is scheduled within 10 working days.
• Managed services start on the date in the agreement, typically the first day of the following month.

3. How delivery happens

Deliverables are provided electronically: deployed to your cloud or on-premises environment, shared through a source repository, or made available through a secure link. Where hardware is part of an engagement, delivery terms for it are set out separately in the Statement of Work.

4. Acceptance

1. We notify you that a milestone or deliverable is ready and provide any test results or documentation.
2. You have 10 working days to test it against the acceptance criteria and either accept it or report specific non-conformances in writing.
3. We correct reported non-conformances and resubmit. If you do not respond within the review period, or start using the deliverable in production, it is deemed accepted.

5. What we need from you

Timelines assume you provide system access, information, test data, and decisions when we ask for them, and that a named contact is available for weekly check-ins. If those are late, dates move by the same amount.

6. Support after delivery

• Every project includes 30 days of defect support after acceptance at no extra charge.
• Longer support, monitoring and SLA-backed response are available as a managed service.
• Kepler subscriptions include support during business hours, Monday to Friday, 9:00 to 17:00 GMT, at support@orbitstackglobal.com.

7. Problems with delivery

If something we delivered does not work as agreed, contact support@orbitstackglobal.com with the details. We acknowledge within 2 working days and agree a fix plan. Where a fix is not possible, our Refunds & cancellations policy applies.