How We Support You After Launch

Effective Date: 1st January 2025  |  Last Updated: May 2026

This Support Policy outlines what you can expect from Rylox after your project is delivered, how we handle issues and requests, and the boundaries of our post-delivery support. Please read this carefully before engaging our services.

1. Post-Delivery Support Period

All projects delivered by Rylox include a complimentary 15-day post-launch support period starting from the date of final delivery or go-live — whichever comes first. During this period we will resolve any bugs or issues that are directly related to the work delivered and that were not present at the time of final client approval.

2. What Is Covered Under Free Support

The following are covered during the free support window:

• Bugs or errors in code written by Rylox
• Layout or UI issues caused by our implementation
• Functionality not working as agreed in the project scope
• Minor text or content corrections if content was supplied by Rylox

3. What Is Not Covered

The following fall outside the scope of free support:

• New features or functionality not included in the original agreed scope
• Changes to design, copy, or content after delivery
• Issues caused by third-party plugins, APIs, or platforms outside our control
• Issues arising from changes made by the client or another party after delivery
• Hosting, domain, or server-related issues not managed by Rylox
• Support requests submitted after the free support window has expired

4. Extended / Ongoing Support

After the free support period, ongoing support, maintenance, or additional development work can be arranged on a paid retainer or per-task basis. Pricing is discussed and agreed upon separately based on the scope and frequency of work required. Please reach out to us at hello@rylox.in to discuss a suitable support arrangement.

5. How to Raise a Support Request

To raise a support issue, please email us at hello@rylox.in with the subject line "Support Request — [Your Project Name]". Include a clear description of the issue, screenshots or screen recordings where applicable, and the URL or environment where the issue occurs. We will acknowledge your request within 1–2 business days.

6. Response & Resolution Times

We aim to acknowledge all support requests within 1–2 business days. Resolution timelines depend on the complexity of the issue — minor bugs are typically resolved within 3–5 business days, while more complex issues may take longer. We will keep you informed throughout the process.

7. Support Hours

Our team operates Monday to Saturday, 10:00 AM to 7:00 PM IST. Requests submitted outside these hours will be addressed on the next available business day. We do not guarantee support on Indian public holidays.

8. Client Responsibilities

To enable effective support, clients are expected to provide timely and clear information about the issue, grant necessary access to the project environment when required, and avoid making direct changes to the codebase or backend without informing us — as this may affect our ability to reproduce or resolve the issue.

9. Changes to This Policy

Rylox reserves the right to update this Support Policy at any time. Updates will be reflected on this page with a revised effective date.

10. Contact

Email: hello@rylox.in
Website: rylox.in
Support Hours: Monday–Saturday, 10:00 AM – 7:00 PM IST