Our engineering SLA guarantee, exactly as written in the MSA

The Remote Pro Ai Guarantee is Schedule 3 of every MSA: a 48-hour shortlist, a 4-working-day start and replacement for any reason. What you read here is what you sign.

Build my squad Download SLA schedule

No card needed · 72 h free hold

In short

The Remote Pro Ai Guarantee is the engineering SLA guarantee written into every MSA we sign. It covers a no-bill trial of 5 or 10 working days, a 48-hour shortlist and a 4-working-day start for every seat. It adds 1 free day per late day, replacement for any reason, at least 95% seat availability and response from 1 hour.

What you read here is what you sign. The clause text is published below, numbered, exactly as in Schedule 3 of the MSA.

Remote Pro Ai Guarantee

  • 3.3

    Trial 5 or 10 working days, no bill. One per company.

  • 3.4

    Shortlist Vetted, anonymised profiles within 48 hours in the self-serve flow; named candidates within 72 hours in the Enterprise lane.

  • 3.5

    Start 4 working days, on the bench, off-bench or on-site.

  • 3.6

    Late days 1 free day per late day, up to 10 per seat.

  • 3.7

    Replacement Any reason. New engineer starts within 4 working days.

  • 3.8

    Availability Each seat staffed for ≥ 95% of contracted hours.

  • 3.9

    Response P1 1 hour · P2 2 hours · P3 4 working hours.

  • 3.2 · 3.12

    Quality and IP We answer for quality; you own the work on payment.

Remote Pro Ai Master Services Agreement · Schedule 3

Try the team before you pay for it

Your first engagement starts with a no-bill trial: 5 working days in the self-serve and reservation lanes, 10 working days in the Enterprise lane. The clock starts on the engineers’ first working day, not on the signature date. Cancel inside the trial from Client OS and you receive no invoice for the trial, and your refundable deposit is returned in full.

  • One trial per company, identified by commercial registration, licence or VAT number
  • Replace an engineer during the trial without restarting your trial clock
  • Daily check-in pulse; 2 negative pulses trigger a call with your customer success manager

A vetted shortlist within 48 hours

Once your account is verified and your scope approved, we send anonymised profiles with intro video, vetting scores and the Remote Pro Ai Vetted credential within 48 hours, often within 24. If we miss the 48-hour mark, Client OS posts an SLA credit notice automatically and the credit appears on your next invoice.

  • Late shortlist: 1 free working day on each affected seat for every working day the shortlist is late, up to 10 per seat.
  • Names and full CVs released after the click-through NDA
  • Alternative candidates on request if none fits a role

Start dates that carry a penalty for us, not for you

Every role — bench, off-bench or on-site — starts within 4 working days of your order effective date: the day your order is signed and your deposit or purchase order is in place, whichever is later. For roles that need a client security clearance, the 4 working days count from the date the client grants the clearance. Your quote shows the start date for each seat before you sign.

Working days follow the calendar of your billing country: Sunday to Thursday in Saudi Arabia; Monday to Friday in the UAE, Europe, the UK and the US.

Every late day is a free day

For each working day a seat starts after its committed date, you receive 1 free working day for that seat, up to 10. Credits are calculated by the start-date tracker in Client OS and applied to your next invoice as a separate line, without a claim.

Worked example
A bench Senior Backend Engineer starts on Day 6 instead of Day 4. You receive 2 free working days on that seat. A seat that starts 14 days late receives the maximum 10.

Replace any engineer, for any reason

Press Replace in Client OS and tell us why, or don’t. A replacement from the named or pool standbys starts within 4 working days; the full handover, including knowledge transfer, completes in under 14 days. Up to 5 working days of overlap between the outgoing and incoming engineer are not billed.

  • No reason required, no limit on requests during the contract
  • Same stack, seniority and time-zone overlap
  • Knowledge transfer from the squad runbook

The people you pay for, working when you need them

Each contracted seat is staffed and working for at least 95% of its contracted working hours in each calendar month. Public holidays and leave you approved in advance are excluded. Availability is measured from timesheets and work tools and shown live on your SLA dashboard in Client OS. Vacant days while a replacement is pending count against us, not you.

How fast a person responds

PriorityDefinitionFirst human response
P1 CriticalProduction outage, security incident or a stopped squad1 hour
P2 HighDelivery materially degraded, such as a missing engineer or blocked release2 hours
P3 StandardQuestions, changes and administrative requests4 working hours
Channels
Client OS support, WhatsApp, Slack or Teams. Response time is measured to the first reply from a named person with a plan of action, not an automated message.

Caps and exclusions in the engineering SLA guarantee

Caps

  • Service credits (shortlist, availability, response times and other levels): together capped at 15% of the monthly fee, as stated in your Order Form.
  • Late-start credits are capped separately, at 10 working days per seat.

Exclusions (no credit accrues when)

  • A client-owned onboarding task is blocked for more than 24 hours, after written notice from us
  • You request a later start date or change the role after signature
  • Third-party clearance, visas or site access controlled by you or an authority cause the delay
  • Systems or tools managed by you are unavailable
  • Force majeure events defined in the MSA

You own the work. We answer for its quality.

  • Quality: we are contractually responsible for every specialist’s quality, experience and conduct.
  • Fit: we warrant each specialist meets the level and role profile in your Order Form; if not, we replace them at our cost.
  • IP: code, designs, models and documentation are assigned to you on payment of each invoice.
  • Our pre-existing tools and accelerators are licensed to you perpetually for use with the work product.
  • Open-source components are listed with their licences in the handover pack.

Schedule 3 · Remote Pro Ai Guarantee and Service Levels

Read the full MSA
  1. 3.1

    Definitions. (a) “Working Day” means a working day in the Client’s billing country (Sunday to Thursday in Saudi Arabia; Monday to Friday in the UAE, the EU, the UK and the US), unless the Order Form states another calendar, excluding public holidays. (b) “Order Effective Date” means the later of execution of the Order Form and receipt of the deposit or a valid purchase order, or such later start date as the Client requests in writing. (c) “Bench Role” and “Off-Bench Role” mean the role designations shown for each Seat in the Order Form. (d) “Client Blocker” means a Client-owned onboarding task that remains incomplete more than 24 hours after its due date, following written notice from Remote Pro Ai.

  2. 3.2

    Quality responsibility. Remote Pro Ai is responsible for the quality, experience and professional conduct of every Specialist and Team it provides, and warrants that each Specialist meets the Level and Role Profile stated in the Order Form.

  3. 3.3

    No-bill trial. (a) The first Order placed by a Client includes a Trial Period of 5 Working Days (Self-serve and Reservation lanes) or 10 Working Days (Enterprise lane), starting on the first Working Day on which the Specialists perform services. The Client is identified by its commercial registration, licence or VAT number. (b) The Client may terminate the Order during the Trial Period by notice through Client OS, in which case no fees are payable for the Trial Period and any deposit is refunded in full. (c) Only one Trial Period applies per Client. Replacing a Specialist during the Trial Period does not restart it. (d) If the Client continues after the Trial Period, the Trial Period is invoiced with the first invoice. Any deposit refunded under (b) is returned to the original payment method within 10 Working Days.

  4. 3.4

    Shortlist. In the Self-serve and Reservation lanes, Remote Pro Ai shall deliver a shortlist of vetted candidates for each requested Bench Role within 48 hours of completion of account verification and approval of the scope. For Off-Bench Roles, on-site roles and the Enterprise lane, Remote Pro Ai shall propose named candidates within 72 hours of a complete request or approval of the quotation. A late shortlist entitles the Client to the Service Credit set out in Table 3-A.

  5. 3.5

    Start date. Each Role, whether a Bench Role, an Off-Bench Role or an on-site role, shall start within 4 Working Days of the Order Effective Date; for a Role that requires a security clearance granted by the Client, the 4 Working Days run from the date the Client grants that clearance.

  6. 3.6

    Late-start credits. For each Working Day by which a Seat starts after the date in clause 3.5, the Client shall receive one Working Day of that Seat free of charge. Late-start credits are limited to 10 Working Days per Seat. Time during which a Client Blocker subsists is excluded.

  7. 3.7

    Replacement. The Client may request the replacement of any Specialist for any reason through Client OS. The replacement Specialist shall start within 4 Working Days of the request, and the replacement, including knowledge transfer, shall be completed in under 14 days from the request. Handover overlap of up to 5 Working Days between the outgoing and the replacement Specialist shall not be billed.

  8. 3.8

    Seat availability. Each Seat shall be staffed and performing services for not less than 95% of its contracted working hours in each calendar month, excluding public holidays and leave approved in advance by the Client.

  9. 3.9

    Response times. Remote Pro Ai shall provide a first response from a named person within 1 hour for P1, 2 hours for P2 and 4 Working Hours for P3 requests, as defined in Table 3-B.

  10. 3.10

    Service credits. Service Credits for failures under clauses 3.4, 3.8 and 3.9 are calculated under Table 3-A and applied automatically to the next invoice. Aggregate Service Credits in any calendar month shall not exceed the Credit Cap of 15% of the monthly fee stated in the Order Form. Late-start credits under clause 3.6 are subject only to the cap in that clause.

  11. 3.11

    Exclusions. No credit accrues to the extent a failure is caused by a Client Blocker, a change requested by the Client after execution of the Order Form, a clearance or site-access process outside Remote Pro Ai’s control, or a Force Majeure Event.

  12. 3.12

    Intellectual property. On payment of each invoice, all intellectual property rights in the Work Product to which that invoice relates are assigned to the Client. Remote Pro Ai Pre-existing Materials incorporated in the Work Product are licensed to the Client on a perpetual, royalty-free basis for use with the Work Product.

  13. 3.13

    Nature of credits. Service Credits are a price adjustment reflecting the reduced value of the services and are without prejudice to the Client’s rights under the termination provisions of the MSA.

This is the current standard text of Schedule 3 to the Remote Pro Ai Master Services Agreement, version 2026.10, effective 1 October 2026. If your signed agreement differs, your signed version prevails. In Saudi Arabia and Egypt the Arabic text prevails.

Guarantee questions

Book a scoping call

20 minutes with a solutions architect. No sales script.

Yes. Every commitment on this page is Schedule 3 of the Remote Pro Ai Master Services Agreement, published here verbatim. When you sign the contract pack, the schedule becomes part of your agreement. If your signed version differs, for example after Enterprise-lane redlines, the changes appear as tracked edits against this text and your signed version prevails.

No. Client OS measures shortlist time, start dates, seat availability and response times continuously. When a service level is missed, the credit is calculated and applied to your next invoice automatically, as a separate line showing the reason and date. You can review each calculation on your SLA dashboard and raise a query if you think a credit is missing.

The self-serve and reservation lanes, up to USD 100,000 a month, include a 5-working-day trial. The Enterprise lane, for larger, government or custom-contract engagements, includes 10 working days, reflecting longer onboarding in regulated environments. Each company receives one trial, on its first engagement, tied to its registration or VAT number.

Any reason at all: skills, communication, pace, team fit or a change in your plans for that role. You do not have to prove underperformance. A replacement starts within 4 working days; the full handover completes in under 14 days; up to 5 working days of handover overlap are not billed, and there is no limit on how many replacements you request during the contract.

Yes, and we publish them. Late-start credits are capped at 10 free working days per seat. Other service credits are capped together at 15% of the monthly fee, as stated in your Order Form. The cap keeps prices low; it does not limit your unlimited replacements or your right to terminate for repeated breach.

Delays caused on your side, such as late accounts, devices or approvals; start dates you ask to move; waiting for security clearances, visas or government approvals; outages of systems you manage; and force majeure. Each such case appears on the blockers panel with its date and owner, so there is never a dispute about the cause.

In Project Engagement the guarantee works through acceptance criteria: no milestone is invoiced before you accept it, and every project includes a 60-day warranty after go-live. The start and replacement commitments apply to the project team as in every other model, and acceptance criteria are written before the build begins.

Your own SLA dashboard in Client OS shows every measured service level for your engagement. Across all clients, our delivery metrics page publishes median shortlist time, start-date performance, replacement times and availability, with methodology and timestamps. Both views come from the same records that calculate your service credits.

Start today

4 working days

Your team can be working within 4 working days of signature.