Working with us
Clear contacts, agreed releases and support through every live Event.
Customer contact
All customer contact goes through your Monterosa Product Delivery Manager. Join calls and threads when invited, and agree no scope, prices, timelines or commitments outside that route.
Do not pitch, negotiate or send proposals to Monterosa customers without written approval, and keep any direct contact visible to us.
Changes after launch
Every change needs written approval before deployment: code, App Specs, monetisation, hosting, dependencies and SDK upgrades.
Version and tag releases so they can be rolled back. Deploy nothing during a live Event unless we ask for an emergency fix.
Support
We provide first-line support. You provide named contacts, a runbook and an out-of-hours escalation route.
| Severity | When | Response | Workaround or fix |
|---|---|---|---|
| P1 | A live Event is affected, or fans cannot play | 15 minutes, 24/7 | Workaround in 1 hour; fix in 24 hours |
| P2 | A major function is broken, no live Event running | 1 hour in business hours | Fix in 3 business days |
| P3 | A minor function is broken and a workaround exists | 1 business day | Next scheduled release |
| P4 | Cosmetic issue or improvement | 2 business days | Agreed backlog |
Security incidents
Tell us within 24 hours of becoming aware, with a full written report within 72 hours. Use the live support escalation route for an active incident. We handle communication with customers and regulators.
Platform updates
| Change | Notice from Monterosa | Your deadline |
|---|---|---|
| SDK major version | 90 days | Within 90 days of release |
| SDK minor version | 30 days | Within 90 days of release |
| SDK patch | 7 days | Within 30 days of release |
| Critical security patch | Immediate | Within 48 hours |
| Breaking App Spec or platform change | 60 days | Before the change ships |
| Product deprecation | 6 months | Before end of support |
Ownership and terms
The Partner Agreement is being finalised. You receive it during onboarding, and it sets the commercial terms.
- You keep your front-end code and your existing reusable components, and license the code to Monterosa and the customer for the term.
- Customer assets stay the customer's. Nothing on the Monterosa side transfers.
- The agreement covers the funded term, bug fixes, SLAs, change control and data protection. Critical fixes are at your cost when the app misses its requirements or a bug affects fans, a live Event or the customer's brand.
- Neither side offers exclusivity, or assurance that nobody else will build a similar game.
