As a provider of high-performance digital IT solutions, PINSEED LABS SDN. BHD. delivers all software, cloud architecture, and consulting services electronically.
1. Digital Fulfillment & Delivery Method
All services, source code repositories, cloud environment credentials, and technical documentation are delivered digitally via secure electronic channels:
- Source Code Access: Provided via encrypted Private Git Repositories (GitHub / GitLab Enterprise).
- Cloud Infrastructure: Transferred directly to client-owned cloud tenant accounts (AWS, Azure, Google Cloud).
- Project Credentials & API Keys: Delivered via encrypted password management vaults (e.g. Bitwarden / 1Password).
- Consulting & Reports: Delivered via secure PDF format to the client's registered corporate email.
2. Service Delivery Timelines
Service fulfillment timelines depend on the package or custom Statement of Work selected:
- Instant / Package Retainers: Account onboarding and technical consultation schedule confirmed within 24 business hours of payment deposit confirmation.
- Custom Software & Web Apps: Delivered according to agreed sprint milestones (typically 2 to 8 weeks depending on scope).
- Cybersecurity Audits: Audit report delivered within 5 to 10 business days following assessment completion.
3. Service Level Agreement (SLA) Commitments
PINSeed Labs maintains a 99.9% Uptime SLA Guarantee for clients subscribing to our Managed SLA Maintenance Retainers:
- Critical Incidents (Priority 1): Response time under 30 minutes; 24/7 emergency hotline access.
- Major Incidents (Priority 2): Response time under 2 hours.
- General Technical Requests (Priority 3): Response time under 8 business hours.
4. Client Acceptance & Sign-off
Upon delivery of each milestone, clients are granted a 14-day User Acceptance Testing (UAT) period. Any bug reports or adjustments aligned with the original project scope submitted within this window will be remediated at zero additional cost.
5. Service Delivery Inquiries
For questions concerning project timelines, code handovers, or SLA support:
PINSEED LABS SDN. BHD.
Reg No: 202601028432
Email: support@pinseed.com / contact@pinseed.com
Address:
Co-labs Coworking The Starling Plus,
Level 4 Uptown 7, Jalan SS21/39,
Damansara Utama, 47400 Petaling Jaya,
Selangor, Malaysia.