Support Terms: 12-Month Warranty, Response Times and What Happens After Launch
The warranty, support hours and response targets from our standard contract, written out in full before you sign.
Every system Web Pioneer delivers carries a 12-month warranty from production acceptance: defects against the approved scope are fixed at no cost. Support runs on business days, Sunday to Thursday, 9 AM to 5 PM Cairo time, and a critical fault gets a first response within 2 hours with a resolution target of one business day. These are the terms of Annex D of our standard software development contract; the signed contract of each project is what binds. Page last reviewed: 31 October 2026.
12-month warranty
Defects in what we delivered are fixed free for a year from production acceptance of each release.
Response in hours
2 hours for critical faults, 4 for high, 6 for medium, measured from your report.
One ticket path
Every request is logged as a ticket with an owner, a severity and a written outcome.
Operations after warranty
An optional monthly contract for monitoring, security updates, backups and incident response.
Response and resolution targets by severity
Severity is agreed when the ticket is opened, based on the impact on your business. Business hours and days follow the coverage hours below.
| Severity | Examples | First response | Escalated to development | Resolution target |
|---|---|---|---|---|
| Critical | System down or crashing, data loss or corruption, a critical function unavailable | 2 hours | 4 business hours | 1 business day |
| High | An error forcing a restart or recovery, severely degraded performance, a function unavailable while the system runs in a restricted way | 4 hours | 1 business day | 2 business days |
| Medium | An error with a workaround, minor performance loss, incorrect behaviour with small impact, usage questions, enhancement requests | 6 hours | 2 business days | 3 business days |
These are operational targets that we track on every ticket. They are not penalty clauses, and the contract says so plainly; we prefer to publish targets we meet over penalties nobody collects.
Coverage hours
- Business days: Sunday to Thursday, excluding official holidays in Egypt.
- Business hours: 9 AM to 5 PM Cairo time.
- Out of hours: an emergency channel is available for systems covered by a monthly operations contract.
- Systems we host or monitor: outages are usually caught by our own alerts before you report them.
What the warranty covers and what it does not
Covered
Defects in the features delivered under the approved scope: wrong behaviour, errors and crashes in what we built, for 12 months from production acceptance of each release.
Not covered: new work
New features, new screens and changes to agreed behaviour are change requests, scoped and priced in writing before work starts.
Not covered: third-party changes
If another party changes the code, the server or the system without our written approval, the warranty on the affected part ends.
Not covered: providers
Outages at hosting, gateway, SMS or cloud providers, and government or technical restrictions, are outside our control; we help restore service but they are not warranty defects.
Not covered: content
Entering or updating content, products and data is your team's work or a separate service.
Training
One two-hour training session is included in every project. Further sessions are booked and billed by the hour.
How to report a problem
- Open a ticket on the client support portal at erp.web-pioneer.cloud/helpdesk with your account, or message us on WhatsApp at +20 102 777 0444.
- Describe what happened, when, on which screen or URL, for which user, and attach a screenshot if you can.
- Report a fault as soon as you see it. Delays let a problem grow, and the contract asks for an immediate report.
- Requests are accepted from the contacts your company authorises in writing, so nobody outside your team can change your system.
After the warranty: the operations contract
Once the warranty year ends, or from launch if you want more than defect fixing, a monthly maintenance and post-launch support contract covers monitoring, security updates, backups and incident response under the agreement. It is published at 5,000 to 10,000 EGP per month on the pricing page, depending on the size of the system. Managed hosting with daily backups is a separate yearly line on the same page.
| Warranty (first 12 months) | Monthly operations contract | |
|---|---|---|
| Defect fixes in delivered scope | Included | Included |
| Response targets by severity | Included | Included |
| Monitoring, alerts and uptime checks | For systems we host | Included |
| Security updates for platform and dependencies | Not included | Included |
| Backups and restore tests | For systems we host | Included |
| Out-of-hours emergency channel | Not included | Included |
| New features | Change request | Change request |
Backups and recovery
- Daily file and database backups for the systems we host.
- Backups stored separately from the server, encrypted, with more than one restore point.
- Integrity checks on backups, and the ability to rebuild a server from code, configuration and data.
- The exact schedule and retention for each system are written into its support agreement.
Leaving us is part of the plan
On full payment you own the source code, the design files and the data. At handover you receive the code, the editable designs, every account and credential registered for the project, the app signing keys and the operating documentation, so any competent team can take the system over. Accounts for domains, hosting and app stores are opened in your name from day one. See the Trust Center for the full engineering and security practice.
Common questions
How long is the warranty on a website or app?
12 months from production acceptance of each release. Defects against the approved scope are fixed at no cost during that time.
How fast do you respond to a critical problem?
A first response within 2 hours, escalation to the development team within 4 business hours, and a resolution target of one business day.
What are your support hours?
Sunday to Thursday, 9 AM to 5 PM Cairo time, excluding official holidays. Systems under a monthly operations contract also have an out-of-hours emergency channel.
Does the warranty cover new features?
No. New features and changes to agreed behaviour are change requests, scoped and priced in writing before work starts.
What happens to the warranty if another developer edits our system?
Changes made by a third party without our written approval end the warranty on the affected part, because we can no longer stand behind code we did not write or review.
How much does support cost after the warranty?
The published band for monthly maintenance and post-launch support is 5,000 to 10,000 EGP per month, depending on the system. The exact figure is in your written estimate.
Want the support terms in your estimate?
Every technical estimate includes the warranty and SLA, and the monthly operations option if you want it.
