1. Standard support period
Standard included support lasts 30 days and covers faults in the delivered work under the approved specification.
2. Automatic support start
The support period begins when the client confirms that the delivered project has been received, tested and activated. If activation is not confirmed, support starts automatically seven days after delivery so the project cannot remain indefinitely outside the support period.
3. Covered issues
Included support covers faults where the delivered product does not operate according to the approved specification in the agreed environment.
4. Excluded work
Included support does not automatically cover new features, design changes, expanded scope, client or third-party modifications, external platform or dependency changes, misuse, unsupported environments or hosting problems outside NDev Studios' control.
5. Client or third-party modifications
If the client or another party modifies the delivered code or configuration, included support for the affected area may be limited or excluded where the original implementation can no longer be verified. This does not remove statutory rights or other rights that cannot lawfully be excluded.
6. Acknowledgement target
NDev Studios aims to acknowledge a covered support request within 48 hours. This is an acknowledgement target, not a guarantee that every issue will be resolved within 48 hours.
7. Backups and deletion
A backup ZIP or equivalent may be retained throughout the 30-day support period and for seven additional days. Unless continued retention is agreed, project files and backups are then deleted, while minimal invoice, tax, business or legal records may be retained separately where required.
8. Extended support
Support extensions, updates, new features, redesigns and maintenance requested outside the included support period are quoted separately. Third-party platform or dependency changes may also require a new quotation.