Maintenance and Support Policy

1. Post-launch support

Every project includes a post-launch support period stated in the proposal, typically thirty to ninety days depending on scope. During this period, defects in delivered functionality are remedied at no additional cost.

2. Priority levels and response targets

• Critical — system unavailable or core function unusable, no workaround. Response within 2 business hours.
• High — major function impaired, workaround exists but is materially disruptive. Response within 4 business hours.
• Normal — function impaired with acceptable workaround. Response within 1 business day.
• Low — cosmetic issue, question or enhancement request. Response within 3 business days.

3. Coverage hours

Standard coverage is Monday to Friday, 9:00am to 6:00pm Eastern Time, excluding United States public holidays. Extended and out-of-hours coverage is available as a plan add-on.

4. What support includes

• Diagnosis and remedy of defects in delivered functionality
• Dependency and security patch application
• Configuration assistance and guidance
• Monitoring and alert response where included in the plan
• Release management for supported systems

5. What support excludes

• New features or changes to agreed functionality — quoted as change orders
• Issues caused by client modification of delivered code without notice
• Third-party service outages outside our control
• Training beyond what is included in the engagement
• Support for systems we did not build, unless a specific agreement covers them

6. Raising a support request

Requests should be raised through the support function in your client portal, which records the request, assigns a reference and tracks status. Requests raised by email are logged into the same system.

Critical issues should additionally be escalated by telephone using the escalation contact provided at engagement commencement.

7. Escalation

Where a response target is missed or you are dissatisfied with progress, escalation proceeds to the engagement lead and then to a company director. Escalation contacts are provided at engagement commencement and published in your client portal.

8. Ongoing maintenance plans

Following the included support period, continuing support is available through the Monthly IT Support Plan, a Maintenance Retainer, a Technical Support Package, or a bespoke SLA. Plan terms, coverage and response targets are stated at purchase.