Custom Software/Application Support
Last Updated: 2026-05-11
Scope
This Service Level Agreement covers support for eligible custom software, web applications, internal tools, dashboards, portals, and related application infrastructure developed or managed by Sivaiah Technologies Inc.
Included Services
- Application issue triage
- Bug investigation for supported custom code
- Monitoring of supported production application components
- Minor operational fixes within the active support scope
- Dependency and security update review where applicable
- Technical support for approved integrations
Exclusions
This agreement does not include new product features, major refactors, redesigns, unsupported third-party services, data recovery caused by client-side deletion, unauthorized code changes, or work outside the active support plan.
Support Requests
Support requests must include a clear description of the issue, affected users, screenshots or logs where available, and steps to reproduce the problem when possible.
Client Responsibilities
The client is responsible for maintaining accurate operational information, granting necessary access, reporting issues promptly, and avoiding unauthorized changes to supported systems.
Service Changes
Enhancements, workflow changes, new integrations, or material scope changes may require a separate statement of work, change order, or written approval before implementation.