After-sales policy

1. Relationship to the quote

After-sales support applies only when and for the duration stated in the accepted quote. The quote defines the delivered scope, environments, included revisions, and any project-specific support conditions. This policy explains the general workflow but does not create a free maintenance plan, availability guarantee, or response-time service level that the quote does not contain.

2. Start and end of coverage

The support window begins when the relevant delivery is accepted, or at another completion event expressly stated in the accepted quote and allowed by applicable law. The customer centre may show the calculated end date. A pause, extension, or restart applies only when recorded for the project or required by law; opening a ticket does not automatically extend all coverage.

3. Covered defects

Coverage generally addresses a reproducible failure of the delivered work to conform materially to the accepted quote in the documented, supported environment. Examples may include an implemented flow not performing as specified or a delivery-created error that can be reproduced without a later external change. The appropriate resolution depends on cause, severity, scope, and technical feasibility.

4. Items outside coverage

• New features, changed requirements, redesigns, content entry, training, or additional integrations
• Requests beyond the revision allowance or outside the accepted deliverables
• Changes made by the customer or another provider after delivery
• Unsupported devices, versions, environments, configurations, or use contrary to documentation
• Loss caused by missing customer backups, exposed credentials, unlawful content, misuse, or unauthorised access
• Third-party outages, price or policy changes, deprecated APIs, platform decisions, or AI model variation outside our control

5. Submitting a support request

Use the customer-centre support form for the relevant project where available. Identify the affected delivery, expected and actual behaviour, steps to reproduce, environment, timing, and impact. Attach only relevant screenshots, logs, or sample files and remove secrets and unnecessary personal information. A clear report helps triage but does not itself establish that an issue is covered.

6. Triage and communication

A request may be acknowledged, reviewed, assigned, worked, resolved, closed, or returned for information in the customer centre. Priority is assessed from reproducibility, impact, security risk, available workaround, and project context. We do not promise a fixed first-response or resolution time under this policy; any project-specific target must be written in the accepted quote.

7. Customer cooperation

The customer must provide timely access, a safe reproduction method, current logs, relevant versions, and a person able to verify a proposed correction. Do not send production passwords, private keys, full payment credentials, or unrestricted data exports through a support form. Investigation may pause when essential information or authorised access is unavailable.

8. Resolution methods

Depending on the issue, resolution may include guidance, configuration correction, a patch, replacement file, rollback recommendation, workaround, or confirmation that a request is outside scope. We may choose a technically reasonable method that restores material conformity without reproducing a particular internal implementation. Deployment into a customer-controlled environment requires the access and responsibilities stated in the quote.

9. Revisions, reopening, and recurring issues

Delivery revisions and after-sales defects are separate: a preference change uses the quote's revision or change process, while a covered defect uses support. A resolved ticket may be reopened during the active window when the same reproducible defect remains. A materially different cause, new requirement, or recurrence after customer or third-party change may require a new ticket and quote.

10. Third-party and AI incidents

We may help diagnose an incident involving hosting, APIs, libraries, Cloudflare R2, Purelymail, payment providers, platforms, or AI models, but cannot control their restoration, pricing, policies, or outputs. Work needed to adapt to a provider's later breaking change is outside coverage unless the accepted quote expressly includes it. Security-critical mitigation may be recommended before responsibility is determined.

11. Security and data incidents

Report suspected exposed credentials, unauthorised access, malicious files, or data disclosure promptly and avoid altering evidence unnecessarily. We may revoke sessions, restrict links, quarantine files, or pause affected functions to reduce risk. Incident handling and legally required notices take priority over ordinary support sequencing; responsibility and any remedy are assessed under the agreement and applicable law.

12. Expiry, additional work, and statutory rights

After the support window ends, or for work outside coverage, we may offer a new quote, paid investigation, maintenance arrangement, or practical referral. No ongoing monitoring or maintenance is implied by silence. This policy does not limit a warranty, repair, refund, or other right that cannot be excluded under applicable law. Material policy updates receive a new version and do not retrospectively shorten recorded project coverage.