A · The support period
1. Support period and when it starts
Every solution includes 60 days of free technical support, beginning on the
date of Delivery.
Delivery occurs on the earlier of:
- the date we first make the solution available to you — source code, installable builds
(APK/IPA), or a working web and admin environment; and
- the date we notify you that the solution is ready for installation, deployment, or
store submission, where those steps are waiting on something from your side.
Delivery does not wait on app store approval, or on you. It is not deferred
by store review outcomes, by your provision of hosting, servers, credentials or developer
accounts, by your supply of branding assets, or by your internal testing and decisions.
Deemed delivery. If we notify you that we are ready to proceed and the
inputs we need are not provided within 15 business days of our request,
delivery is treated as having occurred on the date of that notification, and the 60 days begin
from then.
We will still help you install, deploy, and submit once you are ready — but the support
period, having started, continues to run.
The support period runs continuously and does not pause. It is not extended
by your inactivity, delayed responses, pending internal decisions, unavailability of your
developer accounts or credentials, or any other delay on your side.
We recommend beginning deployment promptly so the period is spent while our team is actively
engaged with your project.
2. How to reach us
Support requests should be raised by email to
support@miracuves.com.
Please include your order reference, the environment affected, clear steps to reproduce, the
expected and actual result, and screenshots or recordings where relevant. Requests containing
this information are resolved substantially faster.
For work outside the delivered scope — new features, design changes, additional integrations —
contact your project manager rather than support, as those are handled commercially.
3. Support hours
Monday to Friday, business hours, India Standard Time (IST), excluding Indian
public holidays.
Requests received outside these hours are queued and addressed on the next working day.
Support outside standard hours or on holidays may be available as a premium service at additional
cost.
4. Response targets
The following are target response times during support hours. They are targets, not guarantees,
and do not form a contractual service level.
| Severity | Description | Target first response |
|---|
| Critical | Production deployment down or completely unusable | Within 1 business day |
| High | Major function unavailable; no workaround | Within 2 business days |
| Medium | Function impaired; workaround available | Within 3 business days |
| Low | Minor issue, cosmetic defect, or question | Within 5 business days |
Resolution time depends on the nature of the issue and cannot be guaranteed. Issues dependent
on third parties — app store review, gateway providers, hosting — are outside our control and
outside these targets.
B · Scope
5. What is covered
Within the 60-day period, at no additional cost:
- Installation of the solution on a server you provide;
- White-label branding — your product name, logo, and colour scheme applied
throughout, as described in clause 10;
- App store submission using your own developer accounts, as described in
clause 8;
- Configuration of third-party services you provide, within the purchased
solution scope, as described in clause 9;
- Correction of genuine defects — where the delivered solution does not
function as demonstrated in the corresponding demo;
- Guidance on using the delivered features.
6. What is not covered
The following fall outside free support. Some are available as paid work — ask your project
manager.
- Server administration — provisioning, scaling, security hardening,
patching, monitoring, backups, migrations, or ongoing maintenance;
- Third-party account costs — hosting, gateways, SMS, mapping, storage,
push services, developer account fees, or any other subscription;
- Customisations and new features not included in the purchased scope;
- Design changes beyond the branding and colour application in clause 10;
- Local machine setup — your own development environment, IDE, or tooling;
- Defects arising from modifications made by you or any third party (clause 11);
- Third-party service failures, outages, policy changes, price changes, or
discontinuation;
- App store rejection for reasons other than a technical fault in our code
(clause 8);
- Training of your staff, end users, or your own developers;
- Data entry, content creation, or content migration;
- Regulatory, legal, tax, or compliance advice, or assistance obtaining any
licence or authorisation;
- Business, marketing, or growth consulting;
- Support requested after the 60-day period has ended.
7. Installation and deployment
We install the solution on a server you provide, using credentials you supply. You are
responsible for procuring hosting appropriate to your expected load, and for the security and
ongoing administration of that server.
Where your hosting environment does not meet the solution's technical requirements, or where
provider restrictions prevent installation, we will identify the issue — but resolving it with
your provider is your responsibility.
8. App store submission
Where included in your purchase, we submit mobile applications to the Apple App Store and
Google Play using developer accounts that you own and provide. You remain the
account holder and publisher of record. You must supply valid accounts, your logo, banner assets,
listing copy, and any policy documents the stores require.
We perform the submission. Approval is not guaranteed. App stores apply their
own review criteria and may reject, remove, or delist an application at their sole discretion,
including on grounds relating to originality, brand similarity, content, or business model.
Where a rejection results from a technical fault in our code, we correct it and resubmit at
no cost. Where rejection relates to your branding, content, business model, account standing, or
store policy, resolution is your responsibility — we will advise where we can, but cannot
guarantee approval.
9. Third-party configuration
Within the purchased scope, we configure third-party services that you provide
— for example push notification and analytics platforms, payment gateways, SMS providers, mapping
services, and email delivery.
You are responsible for creating those accounts, accepting the provider's terms, completing any
verification or KYC they require, and paying all associated fees. We configure what you supply;
we do not procure, own, or fund third-party services, and we are not responsible for their
approval decisions, availability, or performance.
10. White-labelling and branding
We replace our product name and logo with yours and apply your colour scheme throughout the
solution, so it presents entirely under your brand.
This covers brand name, logo, and colours. Structural redesign, new layouts, or bespoke visual
direction are customisation work, quoted separately.
Your brand name, logo, and domain are your choice and your responsibility. We
apply what you supply and perform no trademark search or clearance. Please refer to our
End User Licence Agreement and
Legal Notice & Disclaimer.
C · Conditions and limits
11. Modifications by you or your team
You are free to modify your copy of the solution — you receive it to build your business
on. However, where you or any third party modifies the code, free support ceases in
respect of the modified components.
We cannot diagnose or warrant behaviour in code we did not write. If you intend to modify
the solution during the support period, we recommend completing installation, branding, and
store submission first.
Where a fault is demonstrably in unmodified Miracuves code, it remains covered.
12. Environment and compatibility
Solutions are built and tested against current stable versions of the relevant platforms,
browsers, and mobile operating systems at the time of delivery.
We do not warrant compatibility with every device, browser, operating system version, hosting
configuration, or future platform release. Adapting a solution to a newer platform version after
delivery is chargeable work, not a defect.
13. Your responsibilities
To let us help you effectively:
- Provide server access, developer accounts, and third-party credentials promptly;
- Nominate a single point of contact for the project;
- Respond to our questions within a reasonable time — the support period does not pause while
we wait;
- Report issues with enough detail to reproduce them;
- Maintain your own backups before making changes;
- Keep credentials secure and rotate them when team members change.
14. Extended and premium support
After the 60-day period, support is available under a paid arrangement. Options include
extended support periods, priority response, support outside standard hours, dedicated resourcing,
and ongoing maintenance and monitoring.
Contact support@miracuves.com or your project
manager for current terms.
15. Escalation
If a support request is not progressing satisfactorily, reply to the existing thread requesting
escalation, or write to legal@miracuves.com where the
matter concerns the terms of your engagement rather than a technical issue. We would rather
resolve a concern directly than have it escalate.
16. Changes to this policy
We may update this policy from time to time. The terms applying to your solution are those in
force on the date of your order. The date at the top of this page indicates when it was last
revised.
This policy forms part of, and should be read with, our
End User Licence Agreement. Where the two conflict, the
End User Licence Agreement prevails.
