Service Delivery Policy

Overview

This policy outlines how Promact Infotech Pvt. Ltd. ("Promact Global") delivers its technology services to clients worldwide. We are committed to maintaining transparent delivery processes and timelines for all our services.

International Service Delivery

Global Service Coverage

• Services available worldwide

• Support for multiple time zones

• International project management

• Cross-border team collaboration

• Multi-language support where applicable

International Delivery Standards

• ISO 9001:2015 quality standards

• International security compliance

• Global best practices

• Industry-standard methodologies

• Regular international quality audits

Time Zone Management

• Flexible meeting schedules

• Overlapping work hours

• 24/7 critical support

• Time zone specific deliveries

• International holiday considerations

Communication Protocol

• Clear communication channels

• Regular video conferences

• Written documentation

• Multiple language support

• Cultural considerations

Service Delivery Models

1. Custom Development Projects

   • Requirements analysis and documentation

   • Design and architecture planning

   • Agile development methodology

   • Regular sprint reviews and demos

   • Quality assurance and testing

   • Deployment and post-launch support

2. Managed Services

   • 24/7 application monitoring

   • Proactive maintenance

   • Performance optimization

   • Security management

   • Regular updates and patches

   • Incident response and resolution

3. Digital Transformation

   • Current state assessment

   • Transformation roadmap

   • Technology stack modernization

   • Process automation

   • Change management

   • Training and knowledge transfer

4. Technology Consulting

   • Technical architecture design

   • Technology stack selection

   • Scalability planning

   • Security assessment

   • Performance optimization

   • Best practices implementation

Delivery Timelines

Project Phases

1. Discovery & Planning

   • Initial consultation: 1-2 days

   • Requirements gathering: 1-2 weeks

   • Project planning: 1-2 weeks

   • Team allocation: 1-2 weeks

2. Development

   • Sprint duration: 2 weeks

   • Regular demos and reviews

   • Continuous integration/deployment

   • Daily status updates

3. Quality Assurance

   • Concurrent testing with development

   • Security testing

   • Performance testing

   • User acceptance testing

4. Deployment

   • Staging environment setup

   • Production deployment

   • Post-deployment monitoring

   • Performance optimization

Support Services

Standard Support

• Business hours: Monday to Friday, 9:00 AM - 6:00 PM IST

• Email and phone support

• Issue resolution: Based on priority

Emergency Support

• 24/7 availability for critical issues

• Priority resolution

Communication Framework

Regular Updates

• Daily standup meetings

• Bi-Weekly progress reports

• Monthly service reviews

• Quarterly business reviews

Documentation

• Project documentation

• Technical documentation

• User manuals

• Training materials

• Knowledge base

Quality Assurance

Development Standards

• Coding best practices

• Code review process

• Automated testing

• Security compliance

• Performance benchmarks

Monitoring & Reporting

• Application performance monitoring

• Server health monitoring

• Security monitoring

• Usage analytics

• Regular reporting

Contact Information

For service delivery inquiries:

• Email: info@promactinfo.com

• Phone: +91-932-760-1914

• Hours: Monday to Friday, 9:00 AM - 6:00 PM IST

Additional Terms

1. Service level agreements are customized based on project requirements

2. Changes to scope follow change management process

3. Critical updates and security patches are prioritized