User Acceptance Policy

Last updated: January 2025

1. Purpose

This User Acceptance Policy defines the process by which clients of SyntheTech Cloud Solutions ("SyntheTech", "we", "us", or "our") formally accept delivered products, software, and services — including cashless card solutions, ERPs, wallets, loyalty platforms, CRM, and core banking systems — upon completion of implementation or delivery.

2. Scope

This policy applies to all engagements involving the delivery of software, systems, hardware integrations, or custom-developed applications. It does not apply to ongoing subscription services (SaaS), which are governed by the respective service agreement.

3. User Acceptance Testing (UAT)

Upon completion of implementation, SyntheTech will notify the client that the system is ready for User Acceptance Testing. During UAT, the client is expected to:

  • Test all agreed-upon functionalities against the requirements document;
  • Report any defects, gaps, or deviations in writing within the UAT window;
  • Verify integrations with third-party systems (payment gateways, hardware, APIs, etc.);
  • Confirm security, access control, and data integrity requirements;
  • Validate performance and scalability against the agreed benchmarks.

4. UAT Period

The standard UAT period is 14 calendar days from the date of notification, unless a different period is specified in the project agreement. During this time, SyntheTech will address reported defects at no additional cost. Requests for enhancements or scope changes will be handled under the Change Management process.

5. Acceptance Criteria

A system will be considered "Accepted" when:

  • All critical and high-severity defects have been resolved;
  • All agreed-upon functionality has been delivered and verified;
  • The client has signed the User Acceptance Certificate (UAC);
  • OR — if the client does not raise any material issues within the UAT period, the system will be deemed accepted by default.

6. Post-Acceptance

After formal acceptance, the system moves to production. Post-acceptance support and maintenance are governed by the support agreement, which may include a warranty period, SLA terms, and ongoing support obligations.

7. Rejection

If the client rejects the system during UAT, they must provide a written list of the specific defects or non-conformities. SyntheTech will fix the issues and re-submit for a second UAT round. If the client rejects the system without providing valid technical justification, the rejection will be reviewed jointly.

8. Modifications

SyntheTech reserves the right to update or modify this policy at any time. Changes will be effective upon posting to this page with an updated "Last updated" date.

9. Contact

For any questions regarding this policy, please contact us.