Support Policy

Last updated: August 10, 2025

1. Support Coverage

Post-Launch Support

  • 30 days complimentary support after launch
  • Bug fixes and minor adjustments
  • Technical guidance and documentation
  • Basic feature refinements

2. Support Hours

Standard Support Hours

Monday - Friday: 3:00 PM - 10:00 PM (Eastern Caribbean Time)

Emergency Support

Available for critical issues affecting core business operations

Holiday Coverage

Limited support during Saint Lucia public holidays

3. Response Times

Critical Issues

Response within 3 hours

System down, severe bugs

Major Issues

Response within 6 hours

Feature malfunction

Minor Issues

Response within 24 hours

General questions, updates

4. Support Channels

  • Email Support: Primary channel for general requests, bug fixes and minor adjustments
  • Phone Support: Available for critical issues only
  • Video Calls: Scheduled for complex issues
  • Documentation: Access to online resources

5. Issue Resolution Process

  1. Issue reported through support channels
  2. Confirmation and categorization of issue
  3. Initial assessment and response
  4. Implementation of solution
  5. Verification and closure

6. Maintenance Plans

Essential

  • Website hosting & security
  • Basic SEO optimization
  • Monthly backups
  • Email support (24h response)
  • Basic analytics
  • Mobile responsiveness
  • Contact form maintenance
  • SSL certificate management

Professional

  • Everything in Essential
  • Advanced SEO optimization
  • Weekly backups
  • Priority email support (12h response)
  • Advanced analytics & reporting
  • Content updates (5 hours/month)
  • Social media integration
  • Performance optimization
  • Security monitoring
  • Database maintenance

E-commerce Support

  • Product catalog management
  • Payment system maintenance
  • Inventory system updates
  • Integration management (Shopify, WooCommerce)
  • Conversion optimization
  • Order processing automation
  • Customer data management
  • Security compliance (PCI DSS)
  • Performance monitoring
  • 24/7 support for critical issues

App Maintenance & Updates

  • iOS/Android app store updates
  • Bug fixes and patches
  • Performance monitoring
  • Feature updates
  • Crash reporting resolution
  • Store optimization
  • Cross-platform compatibility
  • API integration maintenance
  • User experience optimization
  • App store compliance management

Enterprise

  • Everything in Professional
  • Daily backups
  • Phone & email support (4h response)
  • Custom integrations
  • Advanced security features
  • Content updates (15 hours/month)
  • Priority development queue
  • Custom reporting
  • API development & maintenance
  • Dedicated account manager
  • Training sessions
  • Custom automation workflows

7. Contact Information

For support inquiries:

Email: support@quantumgardendev.com

Hours: Monday - Friday, 3:00 PM - 10:00 PM (ECT)