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Website Support & Communication SLA

Clear communication, predictable response times, and single-point accountability so your project runs smoothly from kickoff to post-launch.

Last updated: 16 August 2025

Support Hours & Channels

  • Hours: Monday–Saturday, 10:00–19:00 IST
  • Channels: Email & phone (details shared at kickoff). An emergency line is available for critical incidents.
  • Ticketing: We may assign ticket IDs for tracking and faster resolution.

Single Point of Contact (SPOC) — How We Manage Communication

Your project is managed end-to-end by a Single Point of Contact (SPOC) — the owner of Right Web Solution, with 15+ years’ experience across multiple technologies and full project responsibility.

Policy: No Direct Contact with Developers

Please do not request meetings or calls with developers. We do not allow direct developer interactions. All communication, requirements, reviews, and decisions are routed through the SPOC. This protects client IP and our internal assets, prevents miscommunication, and keeps accountability clear.

No Escalation Path (By Design)

We do not offer a separate escalation ladder. The SPOC (owner) is the final decision-maker and is directly accountable for delivery, quality, timelines, and communication. This removes hand-offs and ensures fast, informed decisions.

Why the SPOC Model Benefits You

  • Single accountability: One responsible owner for scope, quality, and timelines.
  • Fewer miscommunications: Requirements and changes stay consistent end-to-end.
  • Security & IP protection: No unnecessary exposure of internal systems or staff.
  • Faster decisions: The SPOC can unblock items without internal round-trips.
  • Continuity: Long-term context is preserved across stages and iterations.

Priorities & Target Response/Resolution

PriorityExamplesAcknowledgementTarget Resolution
P1Site down, checkout/form down, security incident≤ 1 hour (within support hours)Work continuously until resolved; interim workaround ASAP
P2Major feature broken, serious performance regressionsSame business day1–3 business days
P3Minor bugs, content updates, UX tweaksWithin 1 business day3–10 business days (or scheduled in sprints)

Cadence & Reporting

  • Weekly or Monthly updates with actions completed, metrics (where applicable), and next steps.
  • Quarterly reviews (for ongoing engagements) to align roadmap, risks, and priorities.

Work Submission, Approval & Warranty

  • Approval Window: Once we submit work (milestone, feature, or final delivery), you have 14 calendar days to review and provide feedback or change requests within the agreed scope.
  • Auto-Approval: If we do not receive any feedback within 14 calendar days, the submission is considered approved and accepted as delivered.
  • Warranty Period: After approval, Right Web Solution provides 3 months of free support for the delivered scope (bug fixes and reasonable adjustments that align with the approved deliverables).
  • Out-of-Scope Changes: New features, additional pages, or material changes to approved items are quoted and scheduled separately.

Scope & Exclusions

Support covers maintenance, minor fixes, and agreed enhancements as per your plan. New features, redesigns, third-party outages, or infrastructure/provider changes are estimated separately. If a third-party tool or shared service imposes limits, we will communicate options (e.g., migration to your own account).

Contact

SPOC (Owner): Provided at kickoff · Email: hello@rightwebsolution.com · Phone: +91 8850 907518


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