🛠️ Support & Maintenance Policy: Yai2u Technologies
Effective Date: June 22, 2026
At Yai2u Technologies (accessible via https://yai2utech.com), we are dedicated to ensuring that your software runs smoothly long after deployment. This Support Policy outlines the scope, timelines, and terms of post-launch technical assistance.
1. Complimentary 30-Day Bug Support
Upon the final 40% milestone payment and project delivery, Yai2u Technologies provides a 30-day complimentary support period.
What is Covered: Fixing system glitches, critical code errors, broken links, or malfunctions that deviate from the originally agreed-upon Scope of Work (SOW).
What is Not Covered: Adding new features, changing design layouts, updating content, or fixing issues caused by third-party server changes, user tampering, or external API modifications.
2. Support SLA (Service Level Agreement) & Response Times
For any technical issues reported during or after the warranty period, we prioritize requests based on severity:
Critical (System Down / Blocked Operations): Initial response within 4–8 hours. Fix initiated immediately.
Medium (Feature Bug / Minor Malfunction): Initial response within 24 hours.
Low (General Questions / Minor Tweak Requests): Initial response within 48 hours.
3. Post-Warranty Support Options (SLA Plans)
Once the initial 30-day warranty expires, clients can opt for one of our regular maintenance structures to keep their platforms secure and operational:
On-Demand Support (Hourly Rate): Billed at our standard standard hourly software engineering rate for specific fixes or minor changes requested by the client.
Monthly Maintenance Contract (Retainer): A dedicated number of hours per month reserved for routine database backups, server monitoring, security patches, and minor feature updates.
4. Client Responsibilities
To resolve support requests efficiently, the client agrees to:
Submit support requests directly through official channels (e.g., support@yai2utech.com).
Provide clear steps to reproduce the issue, including screenshots, error logs, or video recordings where possible.
Maintain active credentials for hosting or third-party platforms if requested by our engineering team to solve a crisis.
5. Exclusions & Limitations
Yai2u Technologies is not responsible for system failures resulting from:
Modifications made to the source code by the client or any third-party developer not authorized by us.
Failure of hosting servers, domain registrars, or external APIs (e.g., Google Maps API, payment gateways changing their endpoints).
Force majeure events or cyber-attacks/hacking incidents post-delivery.
✉️ How to Open a Support Ticket
Need technical assistance? Reach out to our engineering helpdesk directly:
Official Helpdesk: support@yai2utech.com
Expected Turnaround: Within 24 business hours.
