SUCSOPolicy
Support SLA
How fast we reply, what counts as urgent, and what each Care plan includes.
Last updated 22 August 2026
Reply times
- New enquiries (form, email, WhatsApp): within 2 working hours on working days.
- Working days: Monday to Saturday, 10:00–19:00 IST. Messages outside these hours are answered the next working morning.
During a project
- Weekly staging demo every Friday.
- Questions from you: answered within 1 working day.
- Bug in delivered work within 60 days of launch: fixed within 2 working days for normal issues, same day for critical ones (site or ERP down, payments failing).
Care plans
| Plan | Reply | Included each month |
|---|---|---|
| Essential Care — ₹3,500/month | 2 working days | Backups, updates, monitoring, bug fixes, 1 hour of edits |
| Growth Care — ₹6,000/month | Same working day | Everything above + 3 hours of development, health report, direct WhatsApp support |
| Partner — ₹15,000/month | 4 working hours | Everything above + 10 hours, named engineer, quarterly roadmap |
| No plan | 5 working days | Per-job billing, ₹2,500/hour, 2-hour minimum |
What is critical
Critical = the business cannot operate: site/app/ERP down, orders or payments failing, automation sending wrong messages. Critical issues on Growth and Partner plans are actioned 24/7. Everything else is handled in working hours in the order received.
Outside the SLA
Outages at hosting, payment gateway, WhatsApp, courier or other third-party providers; changes made by someone other than SUCSO; and work outside the written scope — these are helped with on a best-effort or billable basis.
Questions about this policy? Use the email or WhatsApp icon in the header.