1. Purpose of the Support Policy

This Support Policy outlines the support services offered by DLT HUB DIGITAL INNOVATION CIC (“DLT HUB”, “we”, “us”, “our”) to clients (“you”, “your”) after the successful delivery of digital development projects or services.

This policy applies only to clients who have an active support agreement with us or whose projects are still within the free support window defined below.

2. Free Post-Delivery Support

We offer 30 days of free basic support (“Support Period”) following the final delivery of your project to assist with:

• Minor bug fixes related to features delivered by DLT HUB.
  
  
• Guidance on using the delivered product or service (where documentation was not clear).
  
  

Important Notes:

• The free Support Period starts from the date of final project handover or live launch.
  
  
• After this period, ongoing support or maintenance will require a separate paid agreement.
  
  

3. What is Covered Under Support

During the Support Period (or with a paid support plan), we cover:

• Fixing errors or bugs in the functionality that was originally agreed and delivered.
  
  
• Guidance and minor adjustments that fall within the original scope of work.
  
  
• Assisting with issues arising from deployment on client-approved hosting or environments.
  
  

4. What is NOT Covered Under Support

The following are excluded unless specifically agreed otherwise in a paid maintenance plan:

• Requests for new features, functionality, or changes outside the original project scope.
  
  
• Issues caused by client-side modifications, third-party software updates, plugins, themes, hosting changes, or server-related problems.
  
  
• Upgrades or adaptations needed due to changes in third-party services (e.g., APIs, hosting, browser updates).
  
  
• Data loss, data recovery, or third-party software/data breaches.
  
  
• Malware removal, site security audits, or performance optimization after handover.
  
  

Custom work or requests outside the original scope will be quoted separately.

5. Paid Support and Maintenance Services

After the free Support Period, you may optionally enter into a Support and Maintenance Agreement with DLT HUB for:

• Priority bug fixes and updates.
  
  
• Technical support.
  
  
• Feature enhancements and iterative development.
  
  
• Regular maintenance and monitoring services.
  
  

Each paid support plan will be governed by its own terms and fees.

6. Support Response Times

We strive to respond to support tickets or emails as follows:

Note: “Response” means initial acknowledgement. Resolution time may vary depending on the complexity of the issue.

Business hours are Monday to Friday, 9:00 AM – 5:00 PM UK time (excluding public holidays).

7. How to Request Support

You can request support by:

• Emailing us at [email protected] with detailed information about the issue.
  
  
• Providing screenshots, error messages, and steps to reproduce the problem where possible.
  
  

We prioritize requests based on severity and impact.

8. Limitation of Support

DLT HUB’s support obligations are limited to projects and deliverables created and handed over by DLT HUB. We are not responsible for maintaining third-party software, external plugins, hosting infrastructure, or custom client modifications unless expressly agreed.

9. Changes to This Support Policy

We reserve the right to update or amend this Support Policy at any time. Changes will be posted on our website with a new effective date.

10. Contact Us

For questions about this Support Policy or to request a support plan, please contact:
📧 [email protected]
🌐 https://dlthubcic.com