Service Delivery Policy

All deliverables are digital: source code, deployed applications, cloud infrastructure, documentation and product access credentials. There is no physical shipment, and therefore no shipping charge, address requirement or courier tracking.

• Access credentials are provisioned by email within 1 business day of payment confirmation.
• Self-serve configuration is available immediately after first login.
• Guided onboarding, where purchased, is scheduled within 3 business days and typically completed in 5 to 10 business days depending on integrations.
• Telephony, SMS and data connector setup can require third-party verification which may add 2 to 7 business days outside our control.

Projects begin within 5 business days of a signed Statement of Work and deposit clearance. Delivery follows the milestone schedule in the SOW. Indicative durations: a marketing website 3 to 5 weeks; an automation workflow 2 to 4 weeks; a custom platform 8 to 16 weeks.

Each milestone is delivered to a staging environment for review. You have 5 business days to accept or return consolidated feedback. Final handover includes production deployment, repository transfer, environment variables and written documentation.

Retainer work starts on the first business day of the paid month. Capacity is allocated against an agreed monthly roadmap and delivered continuously, with a written summary of work completed at the end of each month.

• Support hours: Monday – Friday, 10:00–19:00 IST, excluding public holidays.
• Critical outage affecting production: acknowledged within 4 hours during support hours.
• High-priority defect: acknowledged within 1 business day.
• General questions and change requests: acknowledged within 2 business days.
• Partnership clients receive a 4-hour response SLA and out-of-hours escalation.

If a delivery date is at risk we notify you in writing as soon as we know, with a revised date and the reason. Common causes outside our control include delayed client inputs or approvals, third-party API or carrier verification, and provider outages. Delays caused by outstanding client inputs shift dependent dates by an equivalent period.

A deliverable is deemed accepted when you confirm acceptance in writing, or 5 business days after delivery to staging if no feedback is received. Acceptance triggers the associated milestone invoice.

If you have paid and not received access or a deliverable within the timeline above, contact support@3idhmind.in with your invoice number. We investigate and either deliver or refund the affected amount in line with our Refund & Cancellation Policy.