Support Policy

1) Scope of Support

Our support typically includes:

• Fixing bugs or issues originating from Scalify’s code.
• Guidance related to system usage and configuration.
• Assistance during deployment and post-deployment stabilization.
• Technical clarification related to delivered features.

2) Support Models

• Project-Based Engagement:Support is provided as per the agreed post-delivery support period. Bug fixes related to Scalify’s work are handled without additional charges.
• Monthly / Tech Partner Engagement:Ongoing support is included as part of the monthly engagement, covering fixes, improvements, and continuous assistance.

3) What Is Not Included

The following are not covered under standard support unless explicitly agreed:

• New features or major enhancements.
• Changes in scope or business logic.
• Issues caused by third-party services, hosting providers, or client-side modifications.
• Support for systems altered by other vendors or teams.

4) Support Requests & Communication

Support requests should be shared with clear details via agreed communication channels (email, WhatsApp, or project management tools). Providing accurate information helps us diagnose and resolve issues faster.

5) Response & Resolution

Response and resolution timelines depend on issue severity, complexity, and the engagement model. Critical issues are prioritized to minimize business impact.

6) Paid Support

Any support request outside the agreed scope, business hours, or support period may be treated as paid support and handled based on availability and mutual agreement.

7) Responsibility & Transparency

Scalify Solutions believes in ownership and transparency. If an issue is caused by our work, we take responsibility and resolve it. If an issue falls outside our scope, we clearly communicate the reason and available options.

8) Contact for Support

For support-related queries, clients can reach out through the designated communication channels shared during project onboarding.