Support Policy / Service Level Agreement (SLA)
Effective Date: July 31, 2025
At Code Craft, we are committed to providing reliable, timely, and high-quality support for all our digital marketing, web development, and technical services. This Support Policy outlines the scope of support, response times, and service commitments to ensure clarity and satisfaction.
1. Support Availability
Our support team is available during the following hours:
🕒 Standard Support Hours (IST):
Monday to Saturday: 10:00 AM – 7:00 PM
Sunday: Closed (Emergency support available for Premium clients)
🌐 Time Zones Covered:
We accommodate clients in India, the US, and other international markets. Urgent requests outside Indian business hours are handled based on priority and service level.
2. Support Channels
You can reach our support team via:
📧 Email: [email protected]
📞 India: +91 8960757615
📞 USA: +1 (601) 680-7310
💬 WhatsApp Chat: https://wa.link/l8tmlg
3. Response & Resolution Times
We aim to respond to all inquiries and support tickets as quickly as possible. Below are our typical response times:
| Priority | Examples | Response Time | Resolution Time |
|---|---|---|---|
| 🟥 Critical | Website down, major service outage | Within 2 hours | 4–8 hours (max 1 business day) |
| 🟧 High | Payment issues, campaign errors | Within 4 hours | 1–2 business days |
| 🟨 Medium | Minor bugs, design adjustments | Within 12 hours | 2–4 business days |
| 🟩 Low | General queries, reports, content updates | Within 24 hours | 3–5 business days |
Resolution times depend on the issue complexity and client responsiveness.
4. Support Inclusions
Our standard support covers:
Bug fixes (within project scope)
Minor updates (text/images/content changes)
Technical troubleshooting (e.g., DNS, hosting, CMS)
Performance monitoring (if subscribed to maintenance plans)
Ongoing optimization for active digital marketing campaigns
5. Exclusions (Out of Scope)
The following are not included under standard support unless part of a custom agreement or retainer:
Major redesign or feature enhancements
Rework due to scope changes or third-party interference
Content writing, new page design, or branding work
Issues arising from external hosting or user-side edits
Support for third-party plugins, APIs, or tools not installed by Code Craft
6. Maintenance & Retainer Clients
Clients on monthly maintenance or digital marketing retainers receive:
✅ Priority support
✅ Monthly performance reports
✅ Scheduled site audits and backups
✅ Regular updates and security checks
Contact us for a tailored SLA based on your plan or business needs.
7. Escalation Protocol
If you feel your issue has not been addressed in a timely or satisfactory manner, please escalate it by emailing:
📧 Escalations: [email protected]
Subject line: “URGENT – SLA Escalation”
8. Changes to Support Policy
Code Craft reserves the right to modify this policy at any time. Updates will be posted on our website with the revised effective date.
9. Contact Us
For support inquiries or assistance:
📧 Email: [email protected]
📞 India: +91 8960757615
📞 USA: +1 (601) 680-7310
💬 WhatsApp: https://wa.link/l8tmlg