Support Policy

Last updated: July 2026

1. Overview

This Support Policy explains the support ALAB Technology Private Limited provides after a project goes live — what is covered, how to reach us and how quickly we respond.

2. Warranty Support

Every project includes a complimentary warranty period after go-live, as stated in your proposal (typically 30 days). During this period we fix defects in the delivered scope at no cost.

3. What Is Covered

• Bugs and errors in features that formed part of the agreed scope.
• Issues caused by our code or configuration.
• Guidance on using the delivered features.

4. What Is Not Covered

• New features, design changes or scope additions — these are quoted separately.
• Faults caused by third-party services, hosting, plugins or APIs outside our control.
• Issues arising from changes made by the client or another vendor to our code or environment.
• Data loss caused by the client’s own actions, or by infrastructure we do not manage.
• Operating-system, device, browser or third-party platform updates that require rework.

5. Annual Maintenance Contract (AMC)

After the warranty period, ongoing support is available under an AMC. An AMC can include monitoring, updates, security patches, backups, minor enhancements and priority response. Pricing depends on the scope and is quoted separately.

6. How to Raise a Request

Email support@alabtechnology.com or message us on WhatsApp. Please include your project name, a description of the issue, screenshots or a screen recording, and the steps to reproduce it. Clear detail helps us resolve issues faster.

7. Response Targets

We aim to acknowledge requests within one business day. The targets below are goals, not guarantees, and apply to clients with an active warranty or AMC.

• Critical — the system is down or unusable: acknowledged within 4 business hours, worked on continuously until a fix or workaround is in place.
• High — a major feature is broken with no workaround: acknowledged within 1 business day.
• Medium — a feature is impaired but usable, or a workaround exists: acknowledged within 2 business days.
• Low — cosmetic issues, questions and small requests: scheduled into the next maintenance cycle.

8. Support Hours

Standard support runs Monday to Saturday, 10:00 AM to 7:00 PM IST, excluding public holidays. Extended or 24/7 cover can be arranged under an AMC.

9. Client Responsibilities

• Provide timely access to the systems, accounts and information needed to investigate an issue.
• Keep hosting, domains and third-party subscriptions active and paid.
• Nominate a point of contact for support communication.

10. Changes to This Policy

ALAB Technology Private Limited may update this policy from time to time. The version published on this website applies to all active engagements.