This Service Level Agreement explains the support you can expect from Nishu Digital for orders placed on www.nishu.digital. Higher levels of support, such as round-the-clock monitoring or guaranteed uptime, are available only under a separate written support or maintenance plan.
1. Support hours and channels
| Channel | Details |
|---|---|
| [email protected] | |
| WhatsApp / Phone | +91 76769 02281 |
| Business hours | Mon–Sat, 10am–7pm IST, excluding Indian public holidays |
2. Response targets
| Priority | Example | First response | Target resolution |
|---|---|---|---|
| P1 Critical | A site or service we delivered is fully down because of our work | 4 business hours | 1 business day |
| P2 High | A main feature we delivered is broken | 8 business hours | 2 business days |
| P3 Normal | A minor bug, content or styling issue | 1 business day | 5 business days |
| P4 Request | A question, how-to or small change request | 2 business days | Scheduled or quoted |
These are targets, not guarantees. Response times run during business hours from when we receive a complete request.
3. Post-delivery support included
Every order includes 14 days of support from the delivery date, covering:
- fixes for defects in what we delivered;
- minor tweaks within the original scope;
- questions about how to use the deliverable.
4. Not covered
- New features, redesigns or work beyond the original scope. We will quote these separately.
- Problems caused by changes made by you or other parties, or by plugin, theme, core or server updates after delivery.
- Outages or policy changes at third-party platforms (hosting, Meta/WhatsApp, Google, payment gateways, DNS).
- Data loss where no backup existed, unless backup was part of the order.
5. What we need from you
Please include your order number, a clear description, screenshots or links, and any access we need. Response timers start when we have this information.
6. Remedies
If we repeatedly miss a resolution target for an in-scope defect during the support period, you may ask us to extend the support period or give a partial refund under our Refund & Returns Policy. This is your only remedy for missed SLA targets.
