Support
Support & service assurance
Clear warranty policy and tiered SLA to keep systems stable and business running.
Warranty
Warranty policy
Delivered projects include a 3-month free warranty period (starting the day after delivery). During warranty, in-scope deliverables are repaired at no charge.
After warranty, ongoing paid technical support is available—terms negotiated separately.
SLA
Tiered response standards
Response and resolution timelines by severity level to keep critical business systems stable.
| Level | Definition | Response | Resolution |
|---|---|---|---|
| P1 Critical | System crash / core business unavailable | Within 1 hour | Within 1 day |
| P2 Major | Partial functionality impaired | Within 2 hours | Within 3 days (recommendation within 1 business day) |
| P3 Minor | Individual application issue | Within 4 hours | Within 5 days (recommendation within 2 business days) |
Process
Go-live & follow-up
Launch is not the end—follow-up and acceptance close the quality loop.
Go-liveProduction cutover
TrainingKnowledge transfer
Follow-upIssue collection & feedback
AcceptanceDeliverable sign-off
OperationsOngoing SLA support