Maintenance & Support Policy
Effective Date: October 31, 2025
1. Overview
This Policy governs post-launch services, updates, and client support provided by CodeVelo.dev LLC (“CodeVelo”).
2. Maintenance Plans
| Plan | Includes |
|---|---|
| Basic | Security updates, monitoring, backups |
| Standard | Basic + minor content changes |
| Premium | Standard + priority support, optimization |
3. Support Channels
- Email: support@codevelo.dev
- Client portal: project system
- Emergency: 24/7 for production outages
4. Response Targets
| Severity | Response | Resolution |
|---|---|---|
| P1 Outage | 1 hr | 4 hrs |
| P2 Major | 2 hrs | 8 hrs |
| P3 Minor | 1 day | 3 days |
| P4 Request | 2 days | Scheduled |
Response and resolution times are targets, not guarantees, and may vary based on issue complexity and external dependencies.
5. Exclusions
Not covered:
- New feature development
- Third-party system errors
- Client-made unauthorized changes
6. Termination
Either party may terminate maintenance with 30 days’ notice. Outstanding balances remain due.
7. Contact
CodeVelo.dev LLC
📧 support@codevelo.dev