Brief Forms

SYSTEM CONFIGURATION GATEWAY // ACTIVE ROUTING CONTROL

Project Initiation Terminal

Select an operational framework node below to populate configuration maps, initialize target code scopes, and route your technical requirements straight to active engineering pods.

DEV_WEB_SYSTEMS

Web Development Gateway

Initialize full-stack system sprints, specialized cloud integrations, or layout engineering pipelines. Our targeted request form captures technical tech-stack parameters to ensure correct resource assignments ahead of the discovery kickoff meeting.

CLOUD_M365_EXC

Microsoft 365 & Exchange

Initialize multi-region mailbox migrations, cloud directory sync architecture, or global security baselines. Open the encryption configuration tracking sheet to record compliance regulations and active account parameters safely.

Operational Manifesto // Rules & Tariff Schedule

Client Rules, Working Times & Tariff Schedule

Pearls Developers Limited • Effective May 2026

Legal Notice // This document forms part of the Pearls Developers Limited Standard Terms & Conditions and is incorporated by reference into every Statement of Work, Proposal, and Service Agreement issued by the company. By engaging Pearls Developers Limited, you agree to the terms set out below.

PART 1 — WORKING HOURS & AVAILABILITY

Monday – Friday

Standard operational support framework matrix.

09:00 – 17:30 GMT/BST
Standard billable hours

Saturday

Weekend infrastructure validation windows.

10:00 – 14:00 GMT/BST
By prior arrangement only

Sunday

Weekly technical recovery system downtime.

Closed
Emergency support may apply

UK Public Holidays

National bank holiday infrastructure support.

Closed
Emergency support at 2× rate

Christmas / New Year (25 Dec – 2 Jan)

Annual system maintenance block.

Closed
No emergency support
PART 2 — RESPONSE TIME SLAs PERFORMANCE TIERS

•P1 — Critical

System Down
Basic
Next Day
Standard
4 Hours
Premium
1 Hour
Enterprise
30 Mins (24/7)

•P2 — High

Major Feature Down
Basic
Next Day
Standard
8 Hours
Premium
4 Hours
Enterprise
2 Hours

•P3 — Medium

Degraded Service
Basic
3 Days
Standard
2 Days
Premium
Next Day
Enterprise
4 Hours

•P4 — Low

Minor Issue / Question
Basic
5 Days
Standard
3 Days
Premium
2 Days
Enterprise
Next Day

General Enquiry

Admin Request
Basic
5 Days
Standard
3 Days
Premium
2 Days
Enterprise
Next Day

Change Request

Scoped Quote
Basic
5 Days
Standard
5 Days
Premium
3 Days
Enterprise
2 Days

* SLAs apply during UK Standard Working Hours (09:00–17:30 GMT/BST, Monday–Friday) unless otherwise stated in the service agreement. Business Hours exclude UK Public Holidays.

Pearls Developers Limited • Client Rules, Working Times & Tariff Schedule • Effective May 2026

PEARLS DEVELOPERS LIMITED // SERVICE OPERATING MANDATE

Part 3 — Client Rules & Engagement Obligations

Standard Operating Framework & Verification Procedures

Saturday Working & SLA Clarification

Saturday working (10:00–14:00 GMT/BST) is available by prior written arrangement only. During pre-arranged Saturday shifts, P1 Critical incidents will be responded to within 2 hours of the shift start time (10:00) or immediately upon discovery if the incident occurs during the shift. Saturday P2–P4 issues will be actioned on the next business day (Monday). This protects both parties from SLA ambiguity during out-of-hours arrangements.

P1 Emergency Escalation — Direct Line

For P1 Critical incidents (complete system outage) during agreed working hours, clients may escalate via the emergency direct line: +44 7411 595680. This number is for P1 use only and is monitored during Standard Working Hours and pre-arranged Saturday shifts. All other support requests must be submitted via the Freshdesk ticketing portal at support.pearls-developers.co.uk to ensure SLA tracking and audit compliance.

[ Operational Directives Matrix // Verbatim Framework ]
01

Provide Information Promptly

The client agrees to provide all required information, access credentials, content, approvals, and feedback within the timeframes agreed in the project plan. Pearls Developers Limited is not liable for project delays caused by delayed client responses. Where a client fails to respond within 10 business days of a documented request, the project may be placed into suspension and monthly retainer fees will continue to accrue.

02

Scope Changes Must Be Submitted in Writing

Any change to the agreed project scope — including additions, removals, redesigns, or changes to technical requirements — must be submitted as a formal Change Request via email to the project manager. Verbal or informal scope changes will not be actioned. All Change Requests are assessed and a written quotation issued within 5 business days. Work on scope changes does not commence until the client provides written acceptance of the revised cost and timeline.

03

Intellectual Property & Ownership

All intellectual property created during the engagement (website code, design assets, written content authored by Pearls Developers) remains the property of Pearls Developers Limited until all invoices are paid in full. Upon receipt of final payment, ownership of bespoke work transfers to the client. Third-party software (WordPress plugins, themes, Microsoft licences) is subject to the licensor's own terms and does not transfer ownership. The client warrants that all content, logos, and materials they provide do not infringe third-party intellectual property rights.

04

Access & Credentials — Security Obligations

The client is responsible for maintaining the security of any credentials shared with Pearls Developers Limited. All credentials must be shared exclusively through our designated secure channel (1Password / Bitwarden). Credentials must never be sent via email, SMS, WhatsApp, or any unencrypted channel. Pearls Developers Limited will not be held liable for security breaches arising from credentials shared via insecure methods by the client. The client must notify Pearls Developers Limited immediately if any shared credential is suspected to have been compromised.

05

Availability for Testing & Approvals

The client must make designated stakeholders available for testing, review, and sign-off at the times agreed in the project plan. Where a client is unavailable, Pearls Developers may deploy to staging environments but will not proceed to live deployment without written approval. Delays in obtaining approval do not extend project delivery deadlines unless formally agreed in writing.

06

Data Accuracy & UK GDPR Compliance

The client is the data controller for all personal data processed through their website or Microsoft 365 environment. The client must ensure they have a lawful basis for processing personal data and must maintain a current ICO registration where required. Pearls Developers Limited acts as a data processor on behalf of the client and will process data only in accordance with documented instructions. A Data Processing Agreement (DPA) must be signed before Pearls Developers handles any personal data on the client's behalf.

07

Communication Through Designated Channels

All project communications, requests, approvals, and instructions must be directed to the designated project manager or account manager. Communications sent to individual team members outside the designated channel cannot be guaranteed to be actioned. Support requests must be logged via the Freshdesk ticketing system at support.pearls-developers.co.uk — verbal requests are not tracked and cannot be actioned against SLA. Exception: P1 Critical incidents (complete system outage) may be escalated via the dedicated emergency direct line +44 7411 595680, monitored during Standard Working Hours and pre-arranged Saturday shifts only.

08

Third-Party Software & Licences

Where a project requires third-party software, plugins, themes, or cloud services (e.g. Shopify, WooCommerce premium plugins, Microsoft 365 licences, cloud hosting), the client is responsible for purchasing and maintaining the relevant licences unless explicitly stated otherwise in the Statement of Work. Pearls Developers will advise on requirements but cannot be held responsible for third-party software pricing changes, discontinuations, or licensing disputes.

09

Content Provision Deadlines

For web development projects where the client is responsible for providing written content, images, videos, or other media, the client must deliver all content by the agreed date set out in the project plan. Where client content is delayed by more than 10 business days beyond the agreed deadline, the project may be billed at the agreed rate for the time already spent, and remaining work rescheduled into the next available project slot.

10

Post-Launch Support & Warranty

Pearls Developers provides a 30-day post-launch warranty period for all web development projects. During this period, defects that are the direct result of our work will be corrected at no additional charge. Issues arising from client modifications, third-party plugin updates, or changes to the client's hosting environment are not covered under warranty. Extended support is available under a Website Maintenance Retainer. For Microsoft 365, post-deployment support is provided under the applicable managed service tier.

Confidential • © 2026 Pearls Developers Limited • Registered in England & Wales •

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