Effective Date: Dec 16 2025
This Support & Maintenance Policy defines the terms under which Corpela Group (“Corpela”, “we”, “our”, or “us”) provides technical support, maintenance, and ongoing assistance for its digital products and services.
Scope of Support Services
Corpela Group provides support and maintenance for the following:
- Custom software applications
- Web and mobile applications
- SaaS platforms and subscriptions
- Cloud hosting, VPS, and server infrastructure
- ERP, CRM, and business automation systems
- APIs, integrations, and system configurations
Support services are limited to the scope defined in the original agreement, proposal, or subscription plan.
Types of Support
1. Included (Standard) Support
Standard support may be included with certain services or plans and generally covers:
- Bug fixing for reported issues related to delivered features
- Minor configuration adjustments
- System stability and performance checks
- Basic usage guidance
Standard support does NOT include:
- New features or enhancements
- Major design or architecture changes
- Third-party software issues
- Data recovery due to user error
2. Paid / Extended Support
Paid support services include:
- Feature enhancements and upgrades
- New module development
- Advanced troubleshooting
- Performance optimization
- Priority response and dedicated support
Pricing and timelines for paid support are communicated and approved before work begins.
Support Channels
Clients may request support through:
- Email: support@corpela.com
- Helpdesk / Ticketing system (if applicable)
- Client portal (for subscribed customers)
Support requests must include clear details, screenshots, and reproduction steps where applicable.
Support Hours
- Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (PKT)
- Emergency Support: Available for critical system outages (subject to plan)
Requests received outside business hours are addressed on the next working day unless covered under an emergency or SLA plan.
Response & Resolution Time
Response times vary based on issue severity:
| Severity Level | Description | Initial Response |
|---|---|---|
| Critical | System down / service unavailable | Within 4–8 business hours |
| High | Major functionality affected | Within 1 business day |
| Medium | Partial issue / workaround available | Within 2 business days |
| Low | Minor issue / cosmetic | Within 3 business days |
Resolution time depends on complexity and third-party dependencies.
Maintenance Services
Maintenance includes:
- Regular software updates
- Security patches
- Performance monitoring
- Compatibility updates
Scheduled maintenance activities may result in temporary service interruptions, which will be communicated in advance whenever possible.
Exclusions from Maintenance
The following are not included unless specifically agreed:
- Changes requested outside original scope
- Recovery from hacking, malware, or data loss caused by third parties
- Issues caused by unsupported plugins, themes, or integrations
- Custom reports or analytics not previously defined
Client Responsibilities
Clients are responsible for:
- Providing timely feedback and approvals
- Maintaining secure access credentials
- Ensuring third-party services remain active and licensed
- Regular data backups unless explicitly managed by Corpela Group
Failure to meet these responsibilities may affect support timelines.
Third-Party Dependencies
Corpela Group is not responsible for:
- Downtime or failures of third-party platforms (payment gateways, APIs, hosting providers)
- Changes in third-party terms, pricing, or features
Support related to third-party services may be billable.
Service Suspension
Corpela Group reserves the right to suspend support if:
- Payments are overdue
- Policies or terms are violated
- Abusive or unethical behavior is observed
Suspension does not waive outstanding payment obligations.
Termination of Support
Support services may be terminated if:
- The support period expires without renewal
- Services are discontinued by the client
- Contractual terms are breached
No refunds are issued for unused support periods unless stated otherwise.
Policy Updates
Corpela Group may update this Support & Maintenance Policy at any time. Continued use of services indicates acceptance of the revised policy.
Governing Law
This policy is governed by the laws of the Islamic Republic of Pakistan.
