After a project is delivered, Digit Sparx provides post-launch support for the system as built and agreed in the original scope. This typically includes fixing defects in delivered functionality, answering operational questions about using the system, and providing guidance on features already built into your website, app, or software.
If something that was working as agreed at handover stops working correctly – a broken form, a display issue, a workflow error – this is treated as a bug and is covered under standard post-launch support for the period defined in your project proposal (commonly a fixed warranty-style window after handover, followed by an optional maintenance arrangement).
We are happy to answer reasonable questions about how to use your delivered system: updating content through an admin panel, understanding a report, managing users, or navigating a dashboard. This is intended as light-touch guidance rather than ongoing training or hands-on data entry work.
Standard support does not include: content writing or data entry on an ongoing basis, third-party platform issues outside our control (see below), design changes purely for preference rather than a defect, or work that falls under "new features" or "major redesign" as described next.
Requests for functionality that was not part of the original agreed scope – a new module, a new integration, an additional user role, a new page type – are treated as new work. We will scope and quote these separately rather than bundling them into support, so pricing stays transparent and support capacity remains available for genuine issues.
A significant visual overhaul, a full platform migration, or a structural rebuild of a delivered system is not covered under support, even if the underlying system is the one we originally built. These are treated as new projects with their own scoping and proposal process.
Where an issue originates from a third-party service – hosting provider downtime, a payment gateway outage, a WhatsApp Business API policy change, a Google Ads or Google Business Profile platform issue, or a plugin/theme vendor's own bug – we will help diagnose and coordinate a fix where possible, but resolution timing depends on that third party and is outside our direct control.
Support requests should be raised through the contact channel agreed for your project (email, WhatsApp, or a support ticket system where applicable), with a clear description of the issue, screenshots where relevant, and the page or feature affected. Clear, complete requests are resolved faster than vague ones.
We classify support requests into four priority levels to set realistic expectations:
We aim to acknowledge Critical and High priority issues faster than Normal or Low priority ones, and we communicate a realistic resolution estimate once an issue is understood, since actual fix time depends on the complexity and root cause of the issue rather than a fixed countdown.
Unless a formal Service Level Agreement (SLA) with specific guaranteed response and resolution times has been separately signed, support is provided on a best-effort basis during our standard working hours, with priority given based on the classification above rather than a contractually guaranteed timeline.
For clients who want ongoing, structured support beyond the initial post-launch window, we offer optional Annual Maintenance Contract (AMC) plans covering routine updates, monitoring, minor changes, and priority handling. AMC scope, pricing, and terms are defined in a separate agreement and are not automatically included unless purchased.
Clients are expected to maintain access to their own hosting, domain, and third-party accounts where these are registered in the client's name, keep login credentials secure, and provide timely information when reporting an issue. Support response times may be affected if we do not have the access or information needed to investigate a reported problem.
For anything not covered here, please reach out through our Contact page and we will clarify how your specific request fits into this policy.
Share your requirement and our team will guide the right scope, timeline, and implementation path.
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