Support & Maintenance Policy

1. Purpose of This Policy

This Support & Maintenance Policy explains how Melkom Systems provides support, maintenance, updates, troubleshooting, and related services for websites, custom software, web-based applications, business management systems, downloadable software, and other technology solutions that we develop, host, maintain, or support.

Melkom Systems provides custom software development, web-based applications, business management tools, automation solutions, downloadable software, and related technology services for businesses and individuals.

This Policy is intended to help clients understand what is included in support, what is considered a new feature or separate project, and what responsibilities clients have when using software or services provided by Melkom Systems.

2. Relationship to Other Agreements

This Policy applies unless a separate written agreement, proposal, statement of work, invoice, subscription plan, support plan, or service agreement states otherwise.

If there is a conflict between this Policy and a signed written agreement between you and Melkom Systems, the signed written agreement will control to the extent of the conflict.

Support and maintenance are provided only to the extent included in an applicable agreement, invoice, support plan, maintenance plan, or written confirmation from Melkom Systems.

3. Support Requests

Support requests should be submitted by email unless another support method is provided in writing.

To help us respond effectively, support requests should include the following information:

• Your name and company or organization name.
• The website, application, software, or system involved.
• A clear description of the issue or request.
• Screenshots, screen recordings, error messages, or links, if available.
• Steps to reproduce the issue, if the issue is technical.
• The urgency or business impact of the issue.
• Any recent changes made by you, your team, or third-party providers that may be related.

Support requests may be sent to hello@melkomsystems.com.

4. What Support May Include

Depending on the applicable agreement or support plan, support may include:

• Answering reasonable questions about how to use a website, application, or software tool.
• Troubleshooting reported issues.
• Investigating bugs or unexpected behavior.
• Helping with login, access, or permission issues.
• Reviewing error messages, failed workflows, or broken features.
• Assisting with basic configuration or setup questions.
• Providing guidance related to normal use of the system.
• Applying approved bug fixes, patches, or minor corrections.
• Helping restore access or functionality when reasonably possible.

Support is intended to help maintain and use the existing system. It does not automatically include new features, redesigns, major changes, custom development, data entry, business consulting, training programs, or work outside the original project scope.

5. Maintenance Services

Maintenance services may include routine technical work intended to keep a supported system operating properly.

Depending on the applicable agreement or plan, maintenance may include:

• Applying minor updates or patches.
• Monitoring or reviewing system performance.
• Reviewing basic security or access issues.
• Fixing minor bugs or broken functionality.
• Updating website or application components when needed.
• Maintaining hosting, server, database, or deployment settings if those services are provided by Melkom Systems.
• Checking backups or backup procedures if backups are included in the support plan.
• Making minor technical adjustments to preserve normal operation.

Maintenance does not guarantee that a system will always be error-free, uninterrupted, compatible with every future third-party change, or available at all times.

6. Bug Fixes

A bug is a reproducible technical issue that causes the software, website, or application to fail to operate substantially as intended based on the agreed project scope or documentation.

Melkom Systems will make reasonable efforts to investigate and address confirmed bugs in systems we developed or support, subject to the applicable agreement, support plan, and technical feasibility.

Not every issue is a bug. The following may be treated as separate work or billable service:

• Requests for new features or new workflows.
• Changes to design, layout, branding, reports, dashboards, forms, or user experience.
• Issues caused by incorrect data entry, unauthorized changes, or misuse.
• Issues caused by third-party services, hosting providers, payment processors, APIs, browsers, operating systems, plugins, or outside platforms.
• Compatibility work required because of updates by third parties.
• Restoration work caused by deleted, modified, corrupted, or lost client data.
• Changes requested after final approval or project delivery.

7. New Features, Revisions, and Custom Changes

Requests for new features, additional functionality, redesigns, new integrations, workflow changes, report changes, database changes, automation changes, or major modifications are usually considered new development work.

New development work may require a separate estimate, proposal, invoice, statement of work, deposit, timeline, and approval before work begins.

Examples of new development work include:

• Adding a new module, dashboard, report, or user role.
• Changing the way jobs, projects, employees, expenses, customers, or files are managed.
• Adding payment processing, notifications, email automation, or third-party integrations.
• Creating a new admin panel, client portal, employee portal, or mobile-friendly workflow.
• Changing business logic after the original project scope was approved.
• Expanding a system for use by additional companies, branches, users, or departments.
• Building downloadable or installable software based on an existing web app.

Melkom Systems may decide, in its discretion, whether a request is support, maintenance, bug fixing, or new development work.

8. Hosting, Servers, and Infrastructure

Some projects may be hosted by Melkom Systems, by a third-party hosting provider, by the client, or through another agreed setup.

If Melkom Systems provides hosting or infrastructure management, the specific hosting services, fees, limits, responsibilities, and support level should be described in a separate written agreement, invoice, plan, or proposal.

Unless otherwise agreed in writing, Melkom Systems does not guarantee any specific uptime percentage, response time, server capacity, bandwidth, storage limit, backup schedule, recovery time, or service-level commitment.

Hosting and infrastructure may be affected by third-party outages, internet issues, hardware failures, software updates, security incidents, domain or DNS issues, expired accounts, unpaid invoices, or other events outside our direct control.

9. Backups and Data Recovery

Custom applications may store important business data, including jobs, projects, customers, employees, expenses, files, photos, notes, invoices, receipts, schedules, or other records.

Backup and data recovery services are provided only if included in the applicable agreement, support plan, hosting plan, or written confirmation from Melkom Systems.

Even when backups are provided, no backup system is guaranteed to prevent all data loss. Backups may be affected by technical failures, storage limits, corruption, misconfiguration, third-party failures, security incidents, or user actions.

Clients are responsible for maintaining their own business records and for keeping independent copies of critical information when appropriate.

Data restoration, emergency recovery, database repair, reconstruction of lost records, or recovery caused by client error, unauthorized access, third-party failure, or lack of backups may be treated as billable work unless otherwise agreed in writing.

10. Client Responsibilities

Clients are responsible for using Melkom Systems websites, applications, systems, and software properly and lawfully.

Client responsibilities may include:

• Providing accurate project requirements, feedback, approvals, and business information.
• Using the system only for authorized and lawful purposes.
• Keeping login credentials, passwords, access codes, and administrative accounts secure.
• Managing employees, users, permissions, and internal access responsibly.
• Ensuring that any information entered into a system is accurate, lawful, and authorized.
• Obtaining required notices, consents, or permissions before entering information about employees, customers, vendors, contractors, job sites, or other individuals.
• Not modifying, deleting, or tampering with code, databases, servers, hosting settings, or system files unless authorized.
• Promptly reporting suspected bugs, security issues, unauthorized access, or data problems.
• Maintaining payment for hosting, domains, subscriptions, third-party services, licenses, and support plans when applicable.

Melkom Systems is not responsible for issues caused by client misuse, unauthorized changes, inaccurate information, lost credentials, failure to follow instructions, unpaid third-party services, or actions by client employees, contractors, vendors, or other users.

11. Response Times and Availability

Unless a written agreement states otherwise, support is provided on a reasonable-effort basis and does not include guaranteed response times, resolution times, emergency availability, after-hours support, weekend support, holiday support, or 24/7 monitoring.

Response times may vary depending on workload, complexity, urgency, client cooperation, third-party dependencies, and the applicable support plan.

Melkom Systems may prioritize issues based on severity, business impact, security risk, number of affected users, and whether the client has an active support or maintenance plan.

A response to a support request does not guarantee immediate resolution. Some issues may require investigation, testing, third-party support, new development, additional payment, or a separate written agreement.

12. Third-Party Services and Integrations

Melkom Systems websites, applications, systems, and software may use or connect with third-party services, such as hosting providers, domain registrars, email providers, payment processors, cloud platforms, analytics tools, APIs, libraries, plugins, frameworks, or software platforms.

Melkom Systems is not responsible for third-party services that it does not control, including outages, errors, pricing changes, discontinued services, account suspensions, API changes, security incidents, policy changes, data loss, or service limitations.

Work required because of a third-party change, outage, API modification, account issue, billing issue, compatibility problem, or discontinued service may be treated as billable work unless otherwise agreed in writing.

Clients are responsible for maintaining active accounts, payment methods, credentials, and required permissions for third-party services unless Melkom Systems has expressly agreed in writing to manage those items.

13. Security Updates and Incidents

Melkom Systems may provide security-related updates, access reviews, patches, or recommendations when included in an applicable agreement or when we determine that action is reasonably necessary for a supported system.

Security is a shared responsibility. Clients must use strong passwords, protect administrative access, limit user permissions, avoid sharing credentials, and promptly report suspicious activity.

Melkom Systems does not guarantee that any website, application, server, database, or software will be completely secure or immune from unauthorized access, malware, data loss, vulnerabilities, or attacks.

Security incident response, forensic review, emergency patching, account recovery, data restoration, or cleanup caused by unauthorized access, malware, client misuse, weak credentials, or third-party failures may be treated as billable work unless otherwise agreed in writing.

14. Training, Documentation, and Administrative Work

Training, documentation, data entry, data cleanup, user onboarding, employee instruction, workflow consulting, report setup, account setup, permission management, and administrative work are provided only if included in the applicable agreement, support plan, or written request approved by Melkom Systems.

Additional training or documentation requested after project delivery may be billed separately unless otherwise agreed in writing.

Clients are responsible for training their own employees, contractors, and users on internal business procedures unless Melkom Systems is specifically hired to provide training.

15. Exclusions

Unless expressly included in writing, support and maintenance do not include:

• New features, redesigns, or major changes.
• Business consulting, legal advice, tax advice, accounting advice, or compliance consulting.
• Data entry, data cleanup, manual record correction, or reconstruction of missing records.
• Support for unsupported browsers, outdated devices, outdated operating systems, or unsupported third-party software.
• Repairing damage caused by unauthorized changes, misuse, hacking, malware, weak passwords, or third-party failures.
• Emergency response, 24/7 support, after-hours support, or guaranteed resolution times.
• Hardware, networking, internet service, office equipment, or physical device support unless specifically agreed in writing.
• Work related to unpaid, expired, suspended, or misconfigured third-party services.
• Restoring or replacing data that was deleted, altered, corrupted, or lost due to client actions or third-party issues.
• Custom development outside the approved project scope.

16. Fees, Plans, and Renewals

Support, maintenance, hosting, monitoring, backups, updates, and ongoing services may require separate fees, subscriptions, retainers, hourly charges, or support plans.

Fees, billing frequency, included services, usage limits, and renewal terms should be described in the applicable invoice, proposal, subscription plan, or written agreement.

If a client does not maintain an active support or maintenance plan, Melkom Systems may still provide assistance at its discretion, but such assistance may be billed separately and may be subject to availability.

Melkom Systems may suspend or stop support, maintenance, hosting, or related services for unpaid invoices, expired plans, non-cooperation, misuse, security concerns, or violation of applicable terms.

17. End of Support or Service

Support or maintenance may end when the applicable project is completed, the support period expires, the client cancels service, invoices remain unpaid, a subscription ends, or Melkom Systems no longer supports a particular product, technology, version, or platform.

If support or service ends, Melkom Systems may not be responsible for future updates, bug fixes, compatibility changes, backups, hosting, monitoring, support requests, or third-party changes unless a new written agreement is made.

If a client wants to move a website, application, domain, database, or system to another provider, Melkom Systems may provide reasonable transition assistance when technically feasible. Transition assistance may be billed separately unless otherwise agreed in writing.

18. Changes to This Policy

Melkom Systems may update this Support & Maintenance Policy from time to time.

When we update this Policy, we will revise the Last updated date at the top of this page. The updated version will be effective when posted unless otherwise stated.

Your continued use of our website, applications, software, support, maintenance, hosting, or related services after an updated Policy is posted means you accept the updated version.

19. Contact Us

If you have questions about this Support & Maintenance Policy or need support for a Melkom Systems website, application, software tool, or service, please contact us: