1. What's Included with Every Project
Every project delivered by Nix Software includes a complimentary 30-day post-launch bug-fix period. During this window, we resolve defects in the delivered functionality at no extra charge. A "defect" is defined as behaviour that contradicts the agreed specifications.
2. Support Tiers
| Tier | Included | Development Hours | Response SLA |
|---|---|---|---|
| Free Bug-Fix (30 days) | All deliveries | — | Next business day |
| Basic | Monthly subscription | Up to 2 hrs/mo | 1 business day |
| Standard | Monthly subscription | Up to 5 hrs/mo | 8 business hours |
| Premium | Monthly subscription | Unlimited minor changes | 4 hours |
Premium support also includes a dedicated account manager, weekly status calls, and SLA-backed uptime monitoring. Contact us for current pricing on support packages.
3. Response Time Commitments
| Severity | Definition | First Response | Resolution Target |
|---|---|---|---|
| Critical | Site down / payment failure | 2 hours | 8 hours |
| Major | Key feature broken, data loss risk | 4 hours | 24 hours |
| Minor | Feature misbehaving, cosmetic issue | 1 business day | 3 business days |
| Change Request | New feature or content update | 1 business day | Scoped separately |
Response times are measured during business hours: Saturday–Thursday, 9:00 AM – 7:00 PM Bangladesh Standard Time (BST).
4. Out-of-Scope Work
Support packages — including the free bug-fix period — do not cover the following:
- New features or modules not included in the original project scope.
- Content updates that require significant restructuring (e.g. redesigning a page layout).
- Third-party platform updates (payment gateways, hosting provider migrations, API version changes).
- Data migration from one platform or database to another.
- Training or documentation for new staff members.
- Issues arising from client-side code modifications after handover.
Out-of-scope work will be quoted and billed separately at our standard hourly rate.
5. Escalation Process
If your issue is not resolved within the committed timeframe, please escalate immediately:
- Email escalations@nixsoftware.com.bd with your ticket number and a brief description of the issue.
- Our management team will personally follow up within 4 business hours.
6. How to Reach Us
| Channel | Contact | Best For |
|---|---|---|
| +880 1726-724300 | Urgent issues & quick queries | |
| support@nixsoftware.com.bd | Bug reports & change requests | |
| Phone | 01726-724300 | Critical escalations |