Post-launch
Support & Maintenance
Warranty, SLA tiers, and escalation model for every deployed ConMarkPro solution.
Warranty
Every ConMarkPro deployment includes a 90-day post-launch warranty covering defects against the signed scope. Enhancements and new scope items are handled through change requests.
Support Tiers
Standard
Included w/ warranty
Response: Next business day
Coverage: Business hours
- • Bug fixes
- • Email support
Business
₱25,000 / month
Response: 4 business hours
Coverage: 8×5
- • Bug fixes
- • Minor enhancements
- • Monthly review
Enterprise
Custom
Response: 1 hour (P1)
Coverage: 24×7
- • Dedicated engineer
- • On-call
- • Quarterly business review
SLA Matrix
| Severity | Description | Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Production down or data at risk | 15 min | 4 hours |
| P2 — High | Major feature degraded | 1 hour | 1 business day |
| P3 — Medium | Minor issue, workaround available | 4 hours | 3 business days |
| P4 — Low | Cosmetic or documentation | 1 business day | Next release |
Escalation Matrix
- Support Engineer — first response and triage
- Support Lead — coordination, workarounds
- Project Manager — client communication, prioritization
- CTO / Head of Delivery — critical incidents
- Executive Sponsor — contractual escalation