Legal & support
Warranty & Support
Every CanaStack engagement includes a 12-month defect warranty. These terms define what's covered, what's not, and what to expect when something needs fixing.
12-Month Defect Warranty
CanaStack warrants that all software delivered under contract is production-ready and free from defects that prevent performance of documented functions. Within the 12-month warranty period, CanaStack remediates any confirmed defect at no cost to the client. The warranty period begins on the date of production deployment acceptance.
What's Covered
- Bugs in code delivered by CanaStack that prevent documented functions from working
- Performance degradation caused by CanaStack's code
- Security vulnerabilities in CanaStack-written code, patched within 30 days of discovery
- Failure to meet documented acceptance criteria established at contract signing
What's Not Covered
- Infrastructure failures — cloud outages, server hardware, network issues
- Client-initiated changes to delivered code after go-live
- Third-party service or API changes outside CanaStack's control
- Changes to business requirements after delivery (requires a change order)
- User training or documentation updates unrelated to defects
- Issues introduced by client modifications to CanaStack-delivered code
Support SLA
During the warranty period, CanaStack responds to confirmed defects according to the following severity levels. Response time begins when a defect is submitted in writing to contact@canastacksolutions.com.
| Severity | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical | System down or data loss in production | 4 hours | 24 hours |
| High | Major feature broken, no workaround | 1 business day | 3 business days |
| Medium | Minor bug, workaround exists | 2 business days | 5 business days |
| Low | Cosmetic or documentation issue | Next sprint | Next sprint |
Liability Limits
CanaStack's total liability for any contract is capped at 100% of the total contract value. Consequential, incidental, and punitive damages are excluded to the fullest extent permitted by law. All contracts include detailed liability and indemnification terms specific to the engagement.
These terms are a summary. The executed contract governs in all cases. If terms in this summary conflict with the signed contract, the signed contract controls.
Questions About Warranty Terms?
Carlos reviews warranty terms with every client before contract signing. If you have questions about coverage for a specific project,email us directlyor use the contact page.