Support Policy
Support that keeps your project moving.
This policy explains how BroDev handles support requests, included fixes, response expectations, third-party issues, maintenance plans, and urgent production problems.
Last updated: August 15, 2026
01
Bug fixes
Help with issues caused by delivered BroDev work.
02
Guidance
Clear help for using delivered features and project flows.
03
Deployment
Setup or deployment help when included in the service.
04
Maintenance
Ongoing care through active support plans.
Support Standard
Clear issue.
Clear response.
Clear next step.
Good support starts with understanding the problem correctly. We review the issue, confirm whether it is inside the agreed scope, then explain the next practical action.
What We Help With
Support is for the work we delivered.
Standard support focuses on keeping the delivered product usable, stable, and understandable within the original project scope.
Delivered-code issues
Fixing bugs caused by BroDev code, logic, layout, forms, dashboards, payment flows, order systems, bot behavior, or delivered functionality.
Usage guidance
Help understanding how to use admin panels, product controls, app screens, plugin settings, bot commands, or project workflows.
Included deployment help
Support with hosting, environment setup, databases, domains, SSL, app builds, bot webhooks, or plugin installation when included.
Minor corrections
Small corrections related to the agreed project scope, such as text fixes, simple layout adjustments, or configuration clarification.
Outside Standard Support
Some work needs a new scope.
Support is not the same as new development. Anything outside the original scope may require a separate quote, upgrade, or maintenance plan.
New features or modules
Major redesigns or rebuilds
Third-party platform fees
Hosting, domain, or license costs
Issues caused by outside changes
API or provider outages
Client-side content delays
Unsupported custom edits
Work by another developer
Response Flow
How a support request moves.
01
Send request
Submit your issue with order details, screenshots, error messages, and steps to reproduce the problem.
02
Review scope
We check whether the issue belongs to delivered BroDev work, third-party services, client changes, or new development.
03
Investigate
We review the technical cause, confirm needed access, and identify whether a fix, guidance, or quote is required.
04
Resolve or advise
We provide the fix, next steps, explanation, or maintenance recommendation based on the support agreement.
Support Availability
Support availability depends on the product, service package, or maintenance plan purchased. Some projects include limited post-delivery support, while ongoing support may require a separate maintenance plan.
Support Period
If a support period is included with your project, it begins after project delivery. Ongoing support, maintenance, security updates, and feature improvements may require a monthly maintenance plan.
Response Time
We aim to respond to support requests within 24–48 business hours. Response times may vary depending on issue complexity, workload, holidays, client availability, and required investigation.
Client Responsibilities
To help us resolve issues quickly, clients should provide clear details, screenshots, error messages, access credentials when needed, and steps to reproduce the problem.
Third-Party Services
Some projects rely on hosting providers, payment gateways, Paddle, Firebase, Google Play, Telegram, WordPress plugins, APIs, or external libraries. We can help investigate when possible, but provider outages, pricing changes, account restrictions, or policy changes are outside BroDev’s direct control.
Maintenance Plans
Maintenance plans may include ongoing bug fixes, updates, deployment help, performance improvements, security checks, backup guidance, dependency updates, and technical support for live projects.
Emergency Issues
For urgent production issues, contact us with clear details and mark the request as urgent. Emergency support availability depends on the active support or maintenance agreement.
Contact Support
Need help with a BroDev project?
Include your order details, project name, issue description, screenshots, error messages, and any relevant access information so we can review it faster.