Extended Support Policy

1. Scope of Support

• The extended support covers bug fixes in the existing setup. Any issues that arise within the provided setup will be resolved without additional charges.

• Small content modifications are allowed, such as text changes within the existing structure. No major content overhauls will be entertained.

• Image replacements are included within the service period, provided that the new images are supplied by the client.

• Assistance with understanding and using the current system will be provided as part of the support.

2. Exclusions

• No structural, functional, or major design changes will be accepted.

• Any new feature requests, additional functionality, or modifications outside the agreed scope will be chargeable.

• Complete content overhauls, including bulk replacements or major text restructuring, are not included in the support.

• If a third-party integration or external service used in the project causes issues, resolution may require additional charges depending on complexity.

3. Response & Resolution Time

• Minor bugs/issues will be addressed within a reasonable time frame, usually within 48-72 hours. Any major bugs/issues may take longer time to resolve, usually 3 days – 7 days. 

• Any required updates will be scheduled in accordance with workload and priority.

4. Support Communication

• Support queries should be submitted through the designated communication channels (ticket system, or ProMan Portal) only.

5. Additional Requests & Billing

• Any work outside the scope of this policy will be chargeable at the standard rates.

• Cost estimates will be provided before starting any additional work.