What This Project Support and Communication SLA Covers

This document describes how we respond to support requests, which channels you should use, how issues are prioritised, and what is covered under our post-launch care as part of our project support and communication SLA. The project support and communication SLA exists so that you know exactly:

• Who you will speak with for any query or issue.
• How quickly you can expect a response.
• How different types of issues are categorised.
• What is included in free support and what requires a new estimate.
• How approvals and warranty periods are handled.

This SLA applies to all digital projects where Right Web Solution is the implementation partner and where support is requested through our official communication channels.

Who This Project Support and Communication SLA Applies To

The support terms in this project support and communication SLA apply only to digital projects (websites, web apps, mobile apps, e-commerce stores and related solutions) that have been designed, developed or rebuilt by Right Web Solution. This helps us take responsibility for the code, infrastructure and integration layer because we know exactly how the system is built.

If you approach us with a project created by another agency or freelancer, we are happy to help—but that work is always handled as a separate, quoted engagement. Once we rebuild or fully take ownership of the implementation, the same project support and communication SLA can be extended to the new version.

Single Point of Contact (SPOC) Model

All communication is handled through a Single Point of Contact (SPOC)—the owner of Right Web Solution, with more than 15 years of experience across multiple technologies and domains. This person is responsible for understanding your business, translating your requests correctly, and coordinating the technical work internally.

No Direct Developer Contact Policy

To protect both your project and our internal processes, we do not arrange calls or meetings with developers. All questions, clarifications and feedback are always exchanged via the SPOC. This avoids miscommunication, protects our internal assets and keeps accountability very clear.

In practice, this means:

• No direct emails, calls or chats with individual developers.
• No direct sharing of internal repositories or personal contact details.
• All requirements, bugs and change requests routed via the SPOC.

Benefits of the SPOC Model

• Single accountability: One person owns timelines, scope, quality and communication.
• Better clarity: Requirements and decisions are not fragmented across different people.
• Security and privacy: Your data and our team are both protected.
• Faster decisions: The SPOC can review impact and confirm next steps without back-and-forth.
• Continuity: Context is preserved from project kickoff to long-term support.

Support Hours and Communication Channels

The support commitments in this project support and communication SLA follow these official business hours:

• Days: Monday to Saturday
• Timing: 10:00 AM to 7:00 PM (India Standard Time)

During these hours, we respond and work on tickets as per the agreed priority levels.

Accepted Support Channels

• Email: hello@rightwebsolution.com
• Official WhatsApp Business Number: shared at project kickoff
• Phone Call: for urgent issues or scheduled discussions

Requests sent via personal social media, personal numbers or informal channels might not be treated as official tickets because they are not always trackable. For structured support, always use the channels listed above.

Priority Levels, Response and Resolution Targets

To keep support manageable and fair, each request is classified into a priority level. This classification determines how quickly we respond and by when we aim to resolve the issue.

These timelines are targets, not absolute guarantees in every scenario, but they are what we work towards for each project covered under this project support and communication SLA.

Examples of How Priorities Work

• If your main site or app suddenly shows a server error on all pages, it becomes an immediate P1.
• If a product image is misaligned on one device size but the system is usable, that is normally P3.
• If a lead form submits but emails are not delivered because of an external mail provider issue, the fix may involve coordination with that provider and be treated as P2 or P3 depending on impact.

Approval, Auto-Acceptance and Warranty

Every time we deliver a feature, change or fix, we ask you to review it. To keep projects moving, you have a clear review window and then a structured warranty period.

14-Day Approval Window

Once work is submitted, you have 14 calendar days to test and respond. Within this time you can:

• Confirm that everything looks good.
• Share bugs or mismatches against the agreed scope.
• Ask clarifying questions on how a feature works.

If we do not receive any feedback within 14 days, the work is treated as approved automatically. This is important so that support does not remain open-ended and we can start your official warranty period.

3-Month Free Warranty

From the date of approval (manual or automatic), you receive a 3-month free support warranty for that scope. Under this warranty:

• We fix genuine bugs related to the delivered work.
• We correct behaviour that clearly deviates from the agreed requirement.
• We support minor adjustments that keep the feature aligned with the original intent.

Significant changes in business rules, new features or redesign requests are treated as new scope and estimated separately.

Support Ticket Workflow

To make sure every issue is captured and tracked, your requests follow a simple, transparent workflow:

1. You raise an issue via email or WhatsApp.
2. We record it as a ticket and assign a priority level.
3. We acknowledge your ticket within the target response time.
4. We analyse the issue, implement a fix or prepare a plan.
5. We share the outcome with you for review.
6. You approve the fix, or request clarification if needed.

This structured approach keeps your inbox organised and ensures that nothing is lost between conversations.

What Is Included in This Support Structure

The support covered by this project support and communication SLA typically includes:

• Fixing bugs or errors in features we implemented.
• Minor layout and styling corrections.
• Updating text and images where content is supplied.
• Basic configuration updates to plugins, modules or settings.
• Assistance with routine SSL renewals and simple hosting adjustments.
• Monitoring for critical downtime or obvious security incidents, where monitoring is configured.

What Is Not Covered by the SLA

To keep the guarantee realistic, some activities fall outside the scope of free support:

• New features or major functional changes.
• Design overhauls, redesigns or complete layout revamps.
• Complex third-party integrations and API changes outside the original agreement.
• Major performance optimisation projects that require in-depth re-architecture.
• Problems caused by hosting providers or services you directly manage, such as manual configuration changes without informing us.
• Issues caused by content or files uploaded by your team that are unsafe, oversized or incorrectly formatted.

When such work is needed, we provide a clear estimate so you can decide how to proceed.

Third-Party Projects and Migration Support

As mentioned earlier, this project support and communication SLA is meant for digital projects built by Right Web Solution. If your project was created by another vendor, we first assess its current state and then propose a suitable plan:

• Short-term stabilisation and rescue work.
• Partial rebuild of critical modules.
• Full redevelopment for a cleaner, more maintainable foundation.

Only after redevelopment or complete ownership of implementation is this SLA fully applicable.

Documentation and Change Tracking

For every significant change done under this support structure, we aim to document:

• What was changed and why.
• Which files or modules were involved.
• Any configuration or setting updates made at hosting or application level.
• Any impact on related features or dependencies.

This documentation is shared as part of your overall handover and helps future teams understand how the system evolved over time.

Best Practices and External Guidance

For general technical hygiene and discoverability, it is useful to align support practices with how search engines and platforms operate. For example, you can review:

Google’s official overview of crawling and indexing

While this document is not part of our formal SLA, it is a helpful reference when discussing long-term technical SEO and maintenance strategy.

Related Policies and Documents

This support policy works together with our other trust documents:

• Project Ownership & Handover Guarantee
• Client Bill of Rights
• Website Development Services in Mumbai

Summary of the Project Support and Communication SLA

In summary, our project support and communication SLA gives you:

• Clearly defined support hours and reliable channels.
• A dedicated and experienced SPOC instead of fragmented communication.
• Transparent priority levels and response targets.
• A 14-day review period to approve delivered work.
• A 3-month free warranty window for genuine bugs and scope-aligned corrections.
• Clear boundaries on what is covered for free and what requires a fresh estimate.

If you would like to discuss how this SLA applies to your upcoming or existing project, you can reach out using the details below:

Email: hello@rightwebsolution.com
Phone: +91 8850 907518