Customer Support & SLA Policy
Digitaleafs delivers direct senior developer support for all custom web and software implementations. This document defines our official Service Level Agreements (SLA), working hours, warranty boundaries, and fair-use operational policies designed to protect both client investments and developer wellbeing.
Official Support & Communication Channels
1. Direct-to-Engineer Communication Model
Unlike conventional agencies that force clients through non-technical customer care executives, Digitaleafs connects you directly with senior full-stack software engineers who built your system.
To maintain high engineering focus, developers communicate via official written channels (Email & Scheduled Staging Calls). Unscheduled phone calls disrupt active code compilation and testing, hence all inquiries must begin with a written ticket via contact@digitaleafs.com.
2. Incident Severity & SLA Response Matrix
Support tickets are triaged based on severity. The following response times apply during Official Business Hours (10:00 AM – 7:00 PM IST, Monday through Saturday):
| Severity Tier | Incident Description | First Response (Business Hours) | Resolution Target (Codebase Issues) |
|---|---|---|---|
| Tier 1: Critical | Total production website down, payment webhook server crash, database connectivity failure. | Within 15 Mins | Under 2 Hours |
| Tier 2: Major | Specific functional defect (e.g. consultation form failing, broken mobile navigation). | Within 1 Hour | Same Day (4 – 8 Business Hours) |
| Tier 3: Moderate | Admin dashboard guidance, minor CSS cosmetic tweaks, photo/text upload assistance. | Within 3 Hours | 24 Business Hours |
| Tier 4: General | Feature change requests, architecture inquiries, additional module proposals. | Same Business Day | Separate Change Order |
Resolution targets apply strictly to defects in the code authored and delivered by Digitaleafs. Resolution targets do not apply to global cloud infrastructure outages (e.g. AWS, Vercel, Cloudflare, Google Cloud Platform downtime), third-party API deprecations (e.g. WhatsApp / Meta policy shifts, bank payment gateway downtime), or client-side ISP connectivity issues.
3. 30-Day Free Post-Launch Technical Warranty
Every custom software delivery is protected by our standard 30-Day Post-Launch Technical Warranty:
- Fixing software bugs or rendering anomalies in delivered code.
- Cross-browser compatibility issues (Chrome, Safari, iOS, Android).
- Initial DNS domain linkage and SSL certificate verification.
- One comprehensive virtual walkthrough on system operation.
- New feature additions, new pages, or post-approval redesigns.
- Client content updates (adding new products, blogs, price changes).
- Third-party domain renewal, hosting bills, or external API costs.
- Repairing code broken by unauthorized client/third-party edits.
If the Client or any third-party developer modifies the production repository, alters server environment variables, or runs unapproved database scripts during the 30-day warranty, the warranty is instantly and permanently voided. Any remediation work thereafter shall be charged at standard emergency hourly rates.
4. Developer Wellbeing & Anti-Harassment Safeguards
Digitaleafs maintains a strict code of mutual respect and professional dignity for all engineering, design, and operations staff:
- Boundaries of Communication: Developers are not on-call 24 hours a day. Messages or calls received after 7:00 PM IST or on Sundays will be addressed at the start of the next business working day.
- Zero-Tolerance Abuse Policy: Profanity, threatening language, personal verbal abuse, or derogatory remarks directed towards our engineers, developers, or support representatives will result in immediate termination of the ticket and escalation to company legal counsel.
- Fair Resolution: We are committed to solving technical problems with calm, objective engineering excellence. Professional, constructive dialogue leads to the fastest bug resolution.
5. Post-Warranty On-Demand Maintenance
Once your 30-day warranty expires, you have full ownership of your software with zero compulsory monthly fees:
- Zero Monthly Lock-In: Your website or application continues running uninterrupted without any ongoing fees to Digitaleafs.
- On-Demand Sprint Retainers: Whenever you need new features, festive landing pages, or database upgrades, hire our lead developers for fixed milestone sprints without recurring contracts.
- Emergency Ad-Hoc Fixes: Available on a transparent hourly developer billing basis.
6. Official Ticket Submission Protocol
To ensure your request is routed to the responsible engineer immediately, please send an email with your Project ID, brief bug description, and screenshots: