Service Guarantees and SLA
Effective date: September 5, 2026
This Service Guarantees and SLA page describes the standard matching and engagement commitments Wild.Codes provides to business customers. It forms part of our Terms of Service. If your proposal, order form, or statement of work (an “Order Form”) contains different service levels, the Order Form controls.
Our service guarantees at a glance
- First matches within 48 hours: after we receive a complete, feasible role brief.
- Selective vetting: candidates are screened for technical capability, relevant experience, communication, and role fit before presentation.
- One-week paid trial: evaluate the working relationship before continuing the engagement.
- Free replacement: request a new match without an additional sourcing or replacement fee if an engaged developer is not the right fit or becomes unavailable.
1. 48-hour talent matching
We target delivery of the first suitable candidate matches within 48 hours after both of the following occur: (a) we receive a complete role brief and (b) we confirm that the role is open for matching. A complete brief includes the required skills and seniority, scope, expected working hours and overlap, location or compliance constraints, budget, interview process, and target start date.
The target measures delivery of candidate profiles for review; it does not guarantee a hire or start date within 48 hours. The clock pauses while we wait for customer information, feedback, interview availability, a changed brief, or a required commercial or compliance decision. We will promptly flag unusually narrow or unavailable requirements and agree on a revised target rather than presenting candidates who do not meet the brief.
2. Selective vetting standard
Wild.Codes presents candidates only after a role-appropriate review. Depending on the role, this includes proactive sourcing, AI-assisted shortlisting or coding exercises, a live technical interview, English communication and collaboration assessment, relevant work-history review, and background or identity checks where appropriate and lawful.
Vetting reduces—not eliminates—hiring risk. The customer retains the final interview and selection decision and should assess any customer-specific security, regulatory, access, or domain requirements before engagement.
3. One-week trial
When included in the Order Form, each new engagement starts with a paid one-week trial. During the trial, the developer works in the customer’s normal environment so both sides can assess technical delivery, communication, and team fit. The customer may end the trial in accordance with the Order Form and request a new match at no additional sourcing or replacement fee. Approved hours worked during the trial remain payable.
4. Free replacement guarantee
If an engaged developer is not the right fit or becomes unavailable during an active Wild.Codes engagement, notify us at [email protected]. We will reopen the role, confirm any changed requirements, and provide replacement matching without an additional sourcing or replacement fee.
The guarantee covers the matching fee; it does not refund approved time already worked, third-party costs, or customer-approved expenses. The 48-hour target restarts once the replacement brief is complete and feasible. Replacement timing can depend on specialist availability, customer response times, notice or transition needs, and legal or compliance constraints.
5. Customer dependencies
These service levels depend on the customer providing accurate requirements, timely interview availability and feedback, a market-aligned budget, a lawful engagement, required system access, and a safe working environment. Delays or material changes in those inputs extend the affected target by the resulting delay. Wild.Codes is not responsible for delays caused by force majeure, third-party platforms, internet or infrastructure outside our control, government action, or a developer’s emergency, but we will communicate the impact and resume service as soon as reasonably possible.
6. How to raise a service issue
Email [email protected] with the role or engagement, the missed commitment, and relevant dates. We will acknowledge the request, investigate it, and provide the next action. The standard remedy is expedited matching, re-matching, or replacement as applicable. Financial credits apply only when an Order Form expressly includes them.
7. Relationship to other terms
This page describes service commitments, not a software-uptime guarantee. Fees, cancellation, refunds, confidentiality, intellectual property, liability, and dispute terms are governed by the Terms of Service and the applicable Order Form. Personal-data practices are described in our Privacy Policy.