1. Post-Delivery Support
All custom software development projects delivered by Zodize include a complimentary post-launch support period. The duration of this period is specified in your project agreement and is typically:
- Standard projects: 30 days from the date of final delivery and sign-off.
- Complex or enterprise projects: 60–90 days as specified in the project agreement.
During this period, Zodize will, at no additional cost, correct defects in functionality that was agreed upon and developed according to the original specifications.
2. What Is Covered Under Post-Launch Support
Post-launch support covers:
- Bugs — features behaving differently from the agreed specification.
- Crashes or errors arising from the code delivered by Zodize (excluding third-party service failures).
- Broken functionality that worked correctly at the time of delivery but has stopped working without any change to the application by the Client.
- Security vulnerabilities in code written by Zodize (reported through our security channel).
3. What Is Not Covered Under Post-Launch Support
- New features — any functionality not included in the original agreed scope.
- Scope changes — enhancements, modifications, or additions to how existing features work, beyond the agreed specification.
- Client modifications — issues arising from changes made to the code, database, or server configuration by the Client or a third party without Zodize's involvement.
- Third-party failures — outages, API changes, deprecations, or breaking changes from third-party services, hosting providers, or payment gateways not under Zodize's management.
- Infrastructure — server configuration, domain, DNS, and hosting issues where Zodize is not the hosting provider.
- User error — issues caused by the Client's users using the application in ways not intended or documented.
- Browser or OS incompatibility — issues arising from browser or operating system versions not specified in the original project requirements.
4. How to Submit a Support Request
During the active support period, submit support requests by:
- Logging into your client portal and opening a new support ticket.
- Emailing support@zodize.com with a clear description of the issue.
A good support request includes:
- A clear description of the issue and the expected vs. actual behaviour.
- Steps to reproduce the issue.
- Screenshots, error messages, or screen recordings if available.
- The browser, device, and operating system where the issue occurs.
Incomplete or unclear reports may delay resolution. We will request additional information where needed.
5. Extended Support and Maintenance Retainers
After the complimentary post-launch support period, Clients may continue to receive support through a monthly maintenance retainer. Retainer plans include:
| Plan | Hours Included | Priority Level | Includes |
|---|---|---|---|
| Essential | Up to 5 hrs/month | Standard | Bug fixes, security patches, minor updates |
| Growth | Up to 15 hrs/month | High | Bug fixes, enhancements, performance monitoring |
| Enterprise | Custom | Critical | Dedicated support, SLA guarantees, proactive monitoring |
Unused retainer hours do not roll over to the following month. Retainer work is billed in advance at the start of each month. For retainer pricing, contact hello@zodize.com.
6. Ad-Hoc Support
Outside active support periods and retainer arrangements, Zodize provides ad-hoc support at our standard hourly rate. Ad-hoc support is provided on a best-effort, availability basis and does not carry the same response time commitments as retainer arrangements.
7. Response Times
See our Service Level Agreement for detailed response time commitments based on issue severity.
8. Support Availability
Support is available Monday to Friday, 8:00 AM to 6:00 PM (WAT), excluding Nigerian public holidays. Emergency critical support outside these hours may be available for Enterprise retainer clients as agreed in their specific contract.
Contact Zodize
For all support enquiries:
Contact Zodize
If you have questions regarding this Support Policy, you may contact Zodize through any of the following channels:
| General Enquiries | hello@zodize.com |
| Legal Matters | legal@zodize.com |
| Support | support@zodize.com |
| Billing | billing@zodize.com |
| Founder & CEO (David) | david@zodize.com |
| +234 816 860 8957 |
You may also reach us through our contact page. We aim to respond to all enquiries within 2 business days.