Policies

Support Policy

Reliable support beyond delivery.

Last updated: August 25, 2026

Introduction

Our commitment extends beyond project completion. We provide ongoing maintenance, technical assistance, performance optimization, and continuous improvements according to the agreed service terms.

1. Post-Delivery Warranty

All delivered projects include a 30-day warranty period covering:

  • Bug fixes related to the agreed specifications
  • Critical issue resolution
  • Functional defects identified in delivered features

The warranty does not cover new feature requests, changes to requirements, issues caused by third-party integrations modified after delivery, or client-side modifications.

2. Ongoing Support Packages

Beyond the warranty period, we offer tailored support and maintenance packages:

  • Essential: Bug fixes, security patches, and critical updates
  • Standard: Essential + performance monitoring, minor enhancements, and monthly reporting
  • Premium: Standard + priority response, proactive optimisation, and dedicated engineering hours

3. Response Times

Response times are based on issue severity:

  • Critical: System down or major functionality impaired — within 4 hours
  • High: Significant feature degradation — within 8 hours
  • Medium: Non-critical issues affecting workflow — within 24 hours
  • Low: Minor issues, cosmetic defects, or queries — within 48 hours

4. Communication Channels

  • Email support for all clients
  • Dedicated project channels (Slack, Teams, or equivalent) for active engagements
  • Scheduled review calls for ongoing support contracts

5. Scope of Support

Support includes:

  • Technical troubleshooting and issue resolution
  • Security patches and critical updates
  • Performance monitoring and optimisation recommendations
  • Documentation and knowledge transfer

Support does not include:

  • New feature development (quoted separately)
  • Issues caused by unauthorised modifications
  • Third-party service outages beyond our control
  • Training for technologies outside the delivered scope

6. Contact

For support enquiries: