🤝 Support Policy

Effective Date: 1 January 2026 | Business Entity: ViViD Email Verifier (Subunit of ViViD App Studio, Mumbai)

      Core Principle:
      We stand behind our engineering craftsmanship. Every custom software project delivered by ViViD App Studio includes a mandatory 60-day post-delivery warranty window for comprehensive bug resolution, backed by agile DevOps SLA tiers.
    

1. 60-Day Post-Delivery Warranty & Bug-Fix Coverage

To ensure total peace of mind and seamless production rollout, all custom software development projects (mobile apps, web platforms, backend engines) come with a complimentary 60-Day Warranty Period starting from the formal date of production deployment or sign-off:

Included Scope: Free diagnosis and resolution of any software bug, coding defect, or logical error where the delivered application fails to perform in accordance with the signed Statement of Work (SOW) or technical specifications.
Exclusions: The warranty does not cover issues caused by client-initiated code modifications, unauthorized server configuration changes, third-party OS/API breaking updates (e.g., Apple iOS deprecations or external REST API redesigns), or new feature additions not listed in the original agreement.

2. Support SLA Tiers & Response Times

We structure our ongoing support and incident response into structured Service Level Agreement (SLA) tiers:

Severity Level	Definition & Impact	Target Response Time	Resolution Target
Severity 1 (Critical)	Production system outage, database down, or core email verification engine inaccessible.	Within 4 Hour	Continuous engineering work until restored
Severity 2 (High)	Major functionality impaired (e.g., SMTP verification lagging), but fallback or workaround exists.	Within 24 Business Hours	Within 48 Business Hours
Severity 3 (Medium)	Minor UI bug, non-critical reporting error, or account inquiries.	Within 48 Business Hours	Within 7 to 10 Business Days
Severity 4 (Low)	General usage guidance, enhancement requests, or documentation queries.	Within 72 Business Hours	Scheduled in next release cycle

3. Annual Maintenance Contracts (AMC) & DevOps Support

Upon the expiration of the complimentary 60-day warranty window, clients are strongly encouraged to enroll in an Annual Maintenance Contract (AMC) or Dedicated DevOps Support Package to ensure long-term stability:

Preventive Maintenance: Regular security patching, server OS updates, SSL certificate renewals, and Node.js/Python dependency upgrades.
24/7 Uptime Monitoring: Automated synthetic ping alerts and real-time database health monitoring to prevent silent degradation.
Scale & Optimization: Periodic query optimization, indexing reviews, and horizontal server scaling during high traffic spikes.

4. Support Channels & Escalation

To log a support ticket or report a production anomaly, clients must utilize our official channels:

Email Support Desk: Submit detailed problem descriptions, screenshots, and console logs to 👁️ Click to Reveal Email.
Enterprise Portal: Dedicated enterprise clients may open tickets directly via their assigned Jira or Slack communication bridges.

5. Governing Law & Jurisdiction