After-Sales Services Policy for Fusion Processing Hub LLC

Last Updated: June 2, 2025

At Fusion Processing Hub LLC, our commitment to your success extends far beyond project delivery. Our After-Sales Services Policy outlines the support and maintenance we provide to ensure the long-term functionality, performance, and security of your digital assets.

1. Scope of After-Sales Services

Our after-sales services typically include, but are not limited to:

• Bug Fixes & Error Resolution: Addressing and correcting any defects or errors in the delivered software, web application, or mobile app that deviate from the agreed-upon specifications in the Statement of Work (SOW).
• Performance Monitoring: Basic monitoring of application performance to identify potential issues (for applicable services).
• Security Patches & Updates (for developed applications): Applying necessary security patches and updates to core frameworks and libraries used in the developed solution, ensuring it remains robust against new vulnerabilities.
• Minor Adjustments/Tweaks: Making small, non-structural adjustments to existing features (e.g., text changes, minor layout adjustments).
• Technical Support: Providing guidance and troubleshooting assistance for issues related to the functionality of the delivered solution.
• CRM & Social Media Ongoing Management: For ongoing monthly services, this includes continuous handling, content creation, and automation as per the SOW.

2. Initial Support Period (Warranty)

For custom development projects (software, web, mobile apps, custom CRM creation), an initial warranty/free support period of [e.g., 30, 60, or 90] days from the date of final project acceptance and handover is typically provided. During this period, Fusion Processing Hub LLC will rectify any bugs or performance issues that are directly attributable to our development work, free of charge.

3. Service Level Agreements (SLAs)

For clients requiring guaranteed response and resolution times, dedicated support, or complex maintenance, we offer customized Service Level Agreements (SLAs). An SLA will detail:

• Response Times: Maximum time for initial acknowledgment of a support request.
• Resolution Times: Targeted timeframes for resolving different severities of issues (e.g., critical, high, medium, low).
• Availability: Hours of support (e.g., 9 AM – 5 PM ET, 24/7).
• Reporting: Regular performance reports on support metrics.
• Pricing: Specific costs associated with the guaranteed SLA.

4. Channels for Support Requests

Clients can submit support requests through:

• Email: info@fusionprocessinghub.com (preferred for tracking)

Please provide a clear description of the issue, screenshots (if applicable), and steps to reproduce the problem to facilitate efficient resolution.

5. Covered vs. Non-Covered Services

• Covered (within warranty/SLA): Bug fixes, performance issues directly caused by our development, security patches to core frameworks.
• Non-Covered (may incur additional charges):
  • New Feature Development: Any new functionalities, significant design changes, or enhancements not originally defined in the SOW.
  • Third-Party Software Issues: Problems arising from third-party software, plugins, APIs, or hosting environments not managed by Fusion Processing Hub LLC.
  • Client-Induced Issues: Issues caused by client modifications, accidental deletion of data, or misuse of the system.
  • Training: Extensive or recurring training beyond initial onboarding.
  • Major Version Upgrades: Upgrading to new major versions of operating systems, frameworks, or third-party components that require significant re-architecture.

6. Pricing for Extended Support & New Features

• After the initial warranty period, ongoing support and maintenance services are typically offered on a monthly retainer basis, with pricing based on the scope of support and agreed-upon SLA.
• New feature development, significant enhancements, or services falling under “Non-Covered” items will be quoted separately based on project scope and effort.

7. Client Responsibilities for After-Sales Support

To ensure effective after-sales support, clients are expected to:

• Provide timely and accurate information regarding any issues.
• Cooperate with our support team during troubleshooting.
• Refrain from making unauthorized modifications to the delivered solution without prior consultation with Fusion Processing Hub LLC.
• Adhere to agreed-upon payment terms for ongoing support services.

8. Contacting Us for Support

For any after-sales service inquiries or support requests, please contact us at:

Fusion Processing Hub LLC
Email for Support: info@fusionprocessinghub.com