Support policy
At BUGDEV, our commitment to client satisfaction doesn't end once your project goes live. We strive to offer consistent, transparent, and high-quality support to all users of our services and digital products. This Support Policy outlines the type of support we provide, our communication process, response timelines, and what is and isn't covered under our support framework. We believe that a reliable support system builds stronger partnerships and smoother digital experiences.
Scope of support
Our support primarily covers assistance with the services and products offered by BUGDEV, including web development, mobile app development, UI/UX, and any customised digital solutions we've delivered. We're here to help you resolve technical issues, fix bugs, answer general usage questions, and guide you through features or functionalities included in your purchased service. However, it's important to understand that our support does not include adding new features, major redesigns, or training users on unrelated platforms or third-party tools unless agreed in the original project contract.
Support hours and response time
BUGDEV's support team is available during business hours, Monday to Friday, from 10:00 AM to 6:00 PM (UK time). Any queries received during these hours will typically be responded to within 24–48 hours. For issues classified as high-priority or critical (such as system outages or broken functionality affecting live operations), we aim to respond and begin resolution within a few working hours. Queries received over the weekend or on holidays will be addressed on the next working day. We appreciate your patience and assure you that every request is handled with utmost attention.
Support channels
You can contact our support team via email at sales@bugdev.co.uk, or by filling out the contact form available on our website. For job applications or HR-related queries, please reach out to sales@bugdev.co.uk. When submitting a request, we recommend providing detailed information about the issue including your project name, error messages (if any), steps to reproduce the problem, and screenshots if applicable. The more information you share, the faster we can help resolve your concern.
Bug fixes and maintenance
If you encounter any bugs or malfunctions within the services or websites developed by BUGDEV, we will fix them promptly and free of charge as long as they fall within the agreed-upon maintenance period or warranty period after delivery. After this period, bug fixing or maintenance support may be chargeable. We regularly monitor our systems for security and performance improvements, and from time to time, may release updates to enhance functionality, security, or compatibility. If a bug results from third-party services or plugins not developed by BUGDEV, we will provide best-effort assistance but may not always be able to offer a full resolution.
Support limitations
While we are committed to helping you make the most of your BUGDEV experience, there are certain areas we do not support. These include, but are not limited to: training users on external tools or services not delivered by BUGDEV, hosting and server issues beyond our scope (unless hosting is part of our service), fixing code that has been modified by third parties post-delivery, and offering general IT or hardware support. We may, however, recommend specialists or resources if your needs fall outside of our support coverage.
Client responsibilities
We ask our clients to cooperate with our support process by providing timely access to relevant platforms or dashboards (when necessary), backing up data prior to implementation of changes, and respecting the response time policy. Failure to provide proper access or information may result in delays or inability to resolve issues effectively. Mutual cooperation ensures a smoother support experience for both sides.
Updates and changes to this policy
BUGDEV reserves the right to update or modify this Support Policy at any time to reflect improvements in our processes or changes in the services we offer. Any changes will be posted on this page, and where appropriate, we will notify you via email or a banner notification on our website. Continued use of our services after such updates constitutes your acceptance of the revised policy.
Need support? We're here to help
Whether you're facing a minor hiccup or need guidance with one of our solutions, our support team is just an email away. We're committed to your success and look forward to helping you make the most out of your partnership with BUGDEV. Reach out to us anytime at sales@bugdev.co.uk, and let's get your issue resolved quickly and efficiently.
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