Service & Support Policy.
Last Updated: May 30, 2026
1. Scope of Support
Post-launch support is provided according to the specific Maintenance & Support agreement signed by the client. Standard support covers bug fixes, security patches, and critical downtime resolution.
Requests for new features, structural design changes, or extensive content updates fall outside standard support and will be billed at our standard hourly rate or requiring a new scope of work.
2. Response Times (SLAs)
For clients with active support retainers, critical issues (site down, major functionality broken) will be acknowledged within 4 business hours. Non-critical issues (minor bugs, text changes) will be acknowledged within 24 business hours.
Support hours are standard Indian Standard Time (IST) business hours, Monday through Friday, excluding national holidays.
3. Warranty Period
Unless otherwise specified, custom development projects include a 30-day warranty period post-launch to address any bugs or discrepancies from the original scope of work at no additional cost.