Support & Maintenance Policy
This Support & Maintenance Policy defines the terms under which Corpela Group provides technical support.
This Support & Maintenance Policy defines the terms under which Corpela Group provides technical support, security patching, and ongoing assistance for its digital products and services.
Scope of Support Services
Corpela Group provides technical support and systems maintenance for the following systems:
- Custom software applications & databases
- Native iOS & Android mobile apps
- Venture products and SaaS platforms
- Cloud hosting, VPS, and virtual server infrastructure
- ERP systems, CRM panels, and business automation platforms
- APIs, backend services, and integrations
Types of Support
1. Included (Standard) Support: Bug fixes for reported issues related to delivered features, minor configuration adjustments, and system stability checks. It does NOT cover new features, major design overrides, third-party plugin bugs, or user-error data recoveries.
2. Paid (Extended) Support: Covers new feature enhancements, module additions, dedicated engineer hours, advanced database optimizations, and priority response plans.
Support Channels
Clients may log support requests through the following channels:
- Email: support@corpela.com
- Dedicated support tickets via client portal (if subscribed)
Support Hours
Our standard technical support hours are:
📅 Monday to Friday — 10:00 AM to 6:00 PM (PKT)
Emergency hotlines for critical system crashes are available for clients subscribed to our SLA plans.
Response & Resolution Time
We classify technical support requests based on urgency:
- Critical (System Offline): Initial response within 4–8 business hours.
- High (Major Feature Down): Initial response within 1 business day.
- Medium (Minor Glitch): Initial response within 2 business days.
- Low (Cosmetic Issue): Initial response within 3 business days.
Maintenance Services
Maintenance includes periodic security patching, system performance tracking, database vacuum audits, and dependencies package updates. Maintenance windows are scheduled during low-traffic hours and communicated 24h in advance.
