1. Managed service
TUNDRÄ is a managed web development and design service, not staff augmentation and not a guaranteed allocation of a fixed number of labour hours. Customers add requests to a queue. We clarify, prioritise, perform, review and document eligible tasks according to the active-work limit of the purchased subscription or task package.
2. Unlimited requests
“Unlimited requests” means you may keep any reasonable number of eligible requests in your queue during an active subscription. It does not mean unlimited simultaneous work, unlimited hours, instant delivery, unlimited revisions, guaranteed completion of the entire queue, or work outside this policy. The queue is processed continuously within available capacity and plan limits.
3. Active-work limits
| Plan | Active work | Typical use |
|---|---|---|
| Founder | One active task at a time | 25 task credits submitted within 12 months of purchase. |
| Maintain | One active task at a time | Fixes, content changes, CMS and plugin maintenance, small design changes. |
| Grow | Up to two active tasks at a time | Campaign pages, experiments, tracking, ongoing backlog and higher delivery cadence. |
| Scale | As stated in the Order Form | Multiple sites, larger workstreams, integrations and release planning. |
A task is “active” while being implemented, reviewed internally or awaiting a short operational check. We may temporarily work on a different ready task when the active task is blocked by Customer input, third-party access or an external dependency.
4. What counts as one task
One task is a focused outcome that can be understood, implemented and reviewed as a coherent unit. We may split a request where it contains separate pages, platforms, releases, approval paths or material unknowns. Examples of a task include fixing one form flow, updating one defined page section, implementing one analytics event set, or resolving one reproducible component defect.
A Founder credit is reserved when a task is accepted into the queue and is consumed when that task is delivered. Cancelling a task before delivery releases the reservation. Deleting or archiving completed work does not restore a consumed credit. Unused credits must be submitted before the package expiry shown in the portal; a task validly submitted before that date may be completed afterwards. Additional Founder purchases create separate 25-credit packages with their own expiry dates.
5. Included work
- front-end and focused full-stack web development;
- WordPress, Shopify, Webflow, Framer, Wix and similar CMS work;
- landing pages, components, responsive fixes and accessibility improvements;
- content, pricing, asset and layout updates;
- plugin and theme maintenance with reasonable rollback precautions;
- forms, CRM, analytics, tag-manager and routine API integrations;
- quality assurance, bug investigation and release documentation; and
- design production directly connected to websites and digital campaigns.
6. Separate scope or excluded work
The following may be declined, divided into a separate Order Form or quoted separately:
- new complex products, enterprise applications or complete multi-site rebuilds;
- unbounded migrations, data entry, research or content production;
- dedicated on-call staffing, guaranteed resolution times or response commitments beyond the purchased plan SLA;
- penetration testing, regulated security certification, legal, tax or compliance advice;
- paid advertising management, mass outreach, scraping or acquisition of personal data;
- physical work, hardware support or on-site services;
- work requiring unlawful circumvention, unauthorised access or breach of a platform’s rules;
- third-party fees, licences, hosting, domains, fonts, stock assets and application subscriptions; and
- requests prohibited by the Acceptable Use Policy.
7. Timing and communication
Maintain includes an initial-response SLA of four hours and Grow includes an initial-response SLA of two hours. The SLA is measured continuously from receipt of a valid task, support request or confirmed production incident. “Initial response” means acknowledgement and first triage; it does not guarantee that implementation or resolution will be completed within that period. Scale response terms are stated in the applicable Order Form.
Founder requests are acknowledged and initially triaged within one business day. This is an initial-response commitment, not a guaranteed completion time.
Published turnaround times are expected ranges, not guaranteed completion deadlines. Actual delivery depends on complexity, access, review, third-party systems and queue readiness. We communicate blockers and material scope changes through the task thread. No automatic service credit applies to the response SLA unless an Order Form expressly provides one.
8. Revisions and changed instructions
Reasonable corrections needed to meet the accepted task are included. A new direction, new content, added page, changed platform, expanded device coverage or preference introduced after implementation may be placed in the queue as a new task. Repeated reversal of approved decisions may be treated as separate work.
A confirmed defect introduced by TUNDRÄ work is handled as corrective work outside the normal queue. Corrective work does not consume a plan workstream slot and may run in parallel so the Customer’s planned queue can continue. We may first reproduce and confirm the defect and distinguish it from a new requirement, third-party failure or unrelated pre-existing issue.
9. Production safety
We may require a staging environment, backup, maintenance window or written approval before a risky change. We may refuse direct production changes where recovery is not reasonably possible. Emergency requests may bypass ordinary queue order when checkout, payments, lead capture, security or a live launch is materially impaired, but an emergency label does not guarantee immediate work.
10. Pauses and blocked tasks
If a task is blocked, we may move to another ready request. Subscription billing continues while Customer approvals or access are pending unless we agree to pause billing in writing. A payment-provider pause, if available, takes effect only when confirmed. A blocked Founder task does not pause or extend the package submission deadline.
11. Free-test scope
The free test is limited to three suitable tasks or seven calendar days and one active workstream. We select work that can be safely completed within the test. Major redesigns, migrations, high-risk production work, third-party charges and extensive integrations are excluded unless expressly accepted.
12. Fair-use intervention
If usage is abusive, automated, fraudulent, materially disproportionate, or prevents sustainable delivery, we will first seek to clarify priorities or propose an appropriate plan. We may limit, re-scope or suspend affected requests where necessary to protect service quality, security or legal compliance. Consumers retain mandatory remedies and may cancel renewal at any time.