1. Overview & Purpose
This Support Policy defines the operational scope, communication channels, response disclaimers, and Service Level Agreements (SLAs) provided by Enlargenet ("Company", "We", "Us", or "Our") to direct clients and White-Label Agency Partners. Our objective is to maintain structured, transparent, and realistic technical and operational support across all active digital marketing, SEO, performance media, creative design, and web application development retainers.
2. Operational Hours & Service Availability (Not 24x7 Support)
Enlargenet does NOT provide 24x7, round-the-clock technical support. All support requests, ticket resolutions, campaign updates, and development tasks are strictly processed during our standard business working hours.
Standard Working Hours: Monday to Friday, 10:00 AM to 6:00 PM Indian Standard Time (IST).
Weekly Offs: Closed on all Saturdays and Sundays.
Excluded Holidays & Exceptional Disruptions: Operational support is closed and non-operational on:
- All Gazetted Central and State Government public holidays in India.
- Local regional/festival holidays in Haryana/Delhi-NCR.
- Unexpected holidays declared by government or civic authorities.
- Periods of forced operational suspension due to lock-downs, curfews, restricted movement orders, quarantines, civil disruptions, severe climate disasters, or acts of God (Force Majeure events).
3. Disclaimers on Development Timelines, Complexities & Technical Errors
Digital platforms, web software applications, API integrations, and server infrastructure are inherently subject to technical variables, third-party updates, and operational friction. By engaging our services, Clients and Agency Partners explicitly acknowledge the following disclaimers:
Complex Technical Resolution Timelines: Technical fixes, server-side tracking setups (CAPI), software debugging, custom coding adjustments, and security patches may require extended troubleshooting time. Resolution times vary based on code complexity, legacy architecture, and third-party dependencies.
Multi-Stakeholder Coordination Friction: Delays frequently occur when code bases, web servers, domain DNS, ad accounts, or CRM integrations are co-managed by multiple internal and external stakeholders (e.g., client IT teams, third-party hosting vendors, external marketing consultants). Enlargenet is not responsible for turnaround delays caused by pending client approvals, delayed credential access, or conflicting code changes made by other stakeholders.
Third-Party Hacks, Malware & Software Bugs: While Enlargenet deploys industry-standard security practices, we are not liable for website compromises, server hacks, malware infections, plugin conflicts, or software bugs arising from unpatched third-party code, outdated core platforms, or unauthorized client-side access changes.
4. Official Support Communication Channels
To ensure accountability, task logging, and prompt execution, all support requests, change orders, and technical inquiries must be submitted strictly through our official channels:
Primary Email Support: vineet@conceptualise.in
Telephone & Official WhatsApp Support: +91 9990158777
Dedicated White-Label Channels: Agency partners with dedicated communication pods may submit requests through assigned, unbranded project management boards (e.g., Slack, Teams, Asana).
Support requests sent via personal social media accounts, SMS, or to non-designated team member accounts will not be tracked or processed under our official SLAs.
5. Incident Severity Levels & Target Response SLAs
Support tickets are evaluated during standard working hours based on operational impact:
| Severity Level | Definition / Criteria | Acknowledgment SLA | Target Action Plan / Resolution |
|---|
| P1 - Critical Emergency | Total website downtime, core server crash, or major ad account suspension blocking active campaigns. | Within 2 Business Hours | Immediate diagnostic intervention; action plan provided within 4–6 business hours. |
| P2 - High Priority | Critical site feature broken, broken conversion tracking pixel, or time-sensitive press/campaign updates. | Within 4 Business Hours | Resolution or fix strategy within 12–24 business hours. |
| P3 - Standard Request | Routine social graphics, copy edits, monthly report inquiries, or minor content adjustments. | Within 8 Business Hours | Scheduled for completion within 24–48 business hours. |
| P4 - Low / Feature Scope | Non-urgent design concepts, future feature additions, or custom consultation requests. | Within 24 Business Hours | Evaluated and scheduled into upcoming project sprints. |
6. Scope Boundaries: Retainer Support vs. Out-of-Scope Work
Covered Under Standard Retainer Support:
- Routine maintenance and monitoring of active campaigns, ad setups, and web builds delivered directly by Enlargenet.
- Standard visual asset revisions, ad copy adjustments, and reporting queries within contractual limits.
- White-label technical and pre-sales consultation support as agreed in partner contracts.
Out-of-Scope Work (Requires Additional Scoping/SOW):
- Core architectural code rewrites or custom software features not specified in the initial Statement of Work (SOW).
- Fixing code breakage, server errors, or malware introduced by external client developers, third-party plugins, or unauthorized client edits.
- Emergency out-of-hours creative or development requests demanded outside standard working schedules.
7. Escalation Matrix
If a support request or technical issue experiences unresolved delays beyond standard SLA parameters, clients and partners may escalate the matter directly to executive leadership:
Escalation Contact: Vineet Baveja
Designation: Founder & Sole Proprietor, Enlargenet
Official Email: vineet@conceptualise.in
Direct Phone: +91 9990158777
