Support Policy

Support period

The support period, start date, service hours, included channels, and any response commitments are stated in the applicable proposal, order, or statement of work. If no support period is stated, post-delivery assistance is provided on a reasonable-efforts, separately quoted basis.

How to request support

Send support requests to support@appclonelabs.com with the project reference, affected environment, expected and actual behavior, reproducible steps, logs, screenshots, and any recent code or infrastructure changes. Complete reports can be diagnosed faster.

What included support covers

• 01Reproducing and correcting defects in unmodified App Clone Labs code that do not conform to the written delivery scope.
• 02Reasonable clarification of delivered functionality and handover documentation.
• 03Deployment or configuration assistance expressly included in the project agreement.
• 04Security fixes for verified vulnerabilities in covered, unmodified deliverables during the agreed support period.

What support does not cover

• 01New features, redesigns, new integrations, scope changes, data entry, content production, or business operations.
• 02Code, infrastructure, or configuration modified by the client or another provider.
• 03Third-party outages, policy changes, deprecations, account suspensions, billing, KYC, or approval decisions.
• 04Unsupported operating systems, devices, browsers, SDK versions, or hosting environments introduced after delivery.
• 05Incidents caused by leaked credentials, unlawful use, malware, abuse, traffic attacks, or failure to follow documented security practices.

Severity and response

We triage covered requests by impact, reproducibility, and availability of a safe workaround. Any published or project-specific response time is a target unless the signed agreement expressly identifies it as a service-level commitment. Resolution time depends on cause, access, third-party involvement, and testing requirements.

App stores and third-party services

We can prepare and assist with submissions or integrations when included in scope, but Apple, Google, payment providers, hosting vendors, and other third parties control their own review, availability, and enforcement. We do not guarantee their approval or response time.

Modifications and extended support

A client may modify delivered source code, but included defect support does not cover the affected components after modification by the client or a third party. Maintenance, monitoring, upgrades, feature work, and extended support can be agreed separately.