1. Scope of Support
Fulgid Software Solutions provides post-delivery support for all projects we develop. Support covers the software, applications, and systems delivered by Fulgid within the agreed project scope. Support does not extend to third-party services, hosting platforms, or integrations outside our direct control unless separately agreed.
2. Support Tiers
2.1 Warranty Support (Included — Post-Launch)
All completed projects include a free warranty period of 30 days from the date of final delivery and sign-off. During this period, we will fix any bugs or defects that are directly attributable to our development work at no additional charge. This excludes:
- Issues caused by client-side changes to the codebase or server configuration
- Issues arising from third-party service changes (API updates, plugin conflicts, hosting changes)
- New feature requests or scope additions
- Issues caused by content changes made by the client
2.2 Retainer Support (Paid — Monthly)
Beyond the warranty period, clients may opt for a monthly support retainer. Retainer plans include:
- Bug fixes and minor updates within agreed monthly hours
- Security patches and CMS/plugin updates
- Server monitoring and uptime checks
- Priority response time (within 4–8 business hours)
- Monthly status report
Retainer pricing and hour allocation are defined in a separate Support Agreement. Unused hours do not carry over month to month.
2.3 Ad-Hoc Support (Paid — Per Task)
For clients without a retainer, support is available on a per-task or hourly basis. Tasks are scoped, quoted, and billed individually. Ad-hoc support is subject to team availability and carries a standard response time of 2–5 business days.
3. Response Times
Support response times depend on the issue severity and support tier:
- Critical (system down / data loss risk): Retainer clients — within 4 hours. Ad-hoc — within 1 business day.
- High (major feature broken): Retainer — within 8 business hours. Ad-hoc — within 2–3 business days.
- Medium (minor feature issue): Retainer — within 2 business days. Ad-hoc — within 5 business days.
- Low (cosmetic or informational): Included in next scheduled update cycle.
Business hours are Monday to Saturday, 9:00 AM – 6:00 PM IST. Support requests received outside business hours will be addressed on the next business day.
4. How to Raise a Support Request
Support requests must be submitted via:
- Email: [email protected] — include a clear description of the issue, screenshots or screen recordings where applicable, and steps to reproduce the problem.
- WhatsApp / Project Channel: For retainer clients with a designated project contact.
Verbal or informal requests (phone calls without follow-up email) are not treated as official support tickets and cannot be tracked or committed to.
5. Out-of-Scope Work
The following are not covered under support and will be scoped and quoted as new work:
- New features or functionality not included in the original project scope
- Design changes or visual redesigns
- Migration to a new server, domain, or platform
- Training sessions for the client's internal team
- Rebuilding or refactoring work caused by client modifications to the codebase
6. Client Responsibilities
Clients are responsible for:
- Maintaining valid hosting, domain, and third-party service subscriptions
- Taking regular backups (or subscribing to our managed backup service)
- Notifying Fulgid promptly when an issue is identified
- Providing access credentials and environment details required to diagnose issues
- Testing and approving fixes within 5 business days of delivery
7. Limitations
Fulgid Software Solutions is not liable for data loss, downtime, or business losses arising from server-side failures, third-party service outages, or issues outside our codebase. We strongly recommend that all production systems have automated backups configured.
8. Changes to This Policy
Fulgid reserves the right to update this Support Policy at any time. Clients on active retainers will be notified of material changes with at least 14 days’ notice.
9. Contact
For support queries: [email protected]
Fulgid Software Solutions Pvt Ltd, Chennai, India