---
title: Support
description: Support     Support Policy     Every solution includes 60 days of free technical support from delivery.     This policy sets out what that covers, how to reach 
url: https://miracuves.com/support
date_modified: 2026-08-05
author: miracuves
language: en_US
---

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Support

    
# Support Policy

    
    
Every solution includes 60 days of free technical support from delivery.
    This policy sets out what that covers, how to reach us, our response targets, and what falls
    outside the free period.

    
Effective August 5, 2026  ·  Last reviewed August 5, 2026

   
  

  

    
      
## Contents

      
1. [Support period and when it starts](#s1)
2. [How to reach us](#s2)
3. [Support hours](#s3)
4. [Response targets](#s4)
5. [What is covered](#s5)
6. [What is not covered](#s6)
7. [Installation and deployment](#s7)
8. [App store submission](#s8)
9. [Third-party configuration](#s9)
10. [White-labelling and branding](#s10)
11. [Modifications by you or your team](#s11)
12. [Environment and compatibility](#s12)
13. [Your responsibilities](#s13)
14. [Extended and premium support](#s14)
15. [Escalation](#s15)
16. [Changes to this policy](#s16)

    

    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:

    
1. the date we first make the solution available to you — source code, installable builds
      (APK/IPA), or a working web and admin environment; and
2. 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](mailto: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](/end-user-licence-agreement/) and
    [Legal Notice & Disclaimer](/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](mailto: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](mailto: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](/end-user-licence-agreement/). Where the two conflict, the
    End User Licence Agreement prevails.

    
      
Miracuves Solutions Private Limited

      
Registered office: Mumbai, Maharashtra, India  

      Support: [support@miracuves.com](mailto:support@miracuves.com)  

      Legal & compliance: [legal@miracuves.com](mailto:legal@miracuves.com)

      
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