Service Level and Support Terms

These Service Level and Support Terms apply to every monthly Plan and to any support we provide after a project. They form part of the contract with Blazed Digital (trading as The Revamp Company). They do not apply to a free Review except as we decide to help at our discretion, and they do not create any service level for marketing-site availability.

Where we describe a response time of less than twenty-four (24) hours, that is a target only. It is not a condition, warranty, guarantee or representation. It measures our first meaningful acknowledgement of a properly submitted request, not a workaround, not a root-cause fix, and not a completed change.

The target is measured during our business hours in Islamabad, Pakistan, which are ordinarily Monday to Friday, 10:00 to 18:00 Pakistan Standard Time, excluding public holidays in Pakistan and any period of announced closure. Requests received outside those hours are treated as received at the next opening time. Weekends and holidays do not count toward the target unless a Statement of Work expressly purchases an enhanced cover.

Failure to meet a target is not a breach, does not entitle you to damages, delay Fees, or extend a Plan, and is not a ground for refund or set-off.

A request is only "properly submitted" if it is sent through the channel we designate (including the client portal, or jarvis@therevampcompany.com if we have not designated another channel), contains enough detail to reproduce the issue, and is sent by a person we have authorised. Messages on WhatsApp, social media, personal email or a third-party ticket you open with another vendor do not start the target.

You must classify severity in good faith. We may reclassify. We may reject, defer or treat as a change request any item that is an enhancement, training, a third-party issue, or work outside your Plan inclusions.

Unless a Statement of Work expands it, Plan support covers defects in Deliverables we still maintain for you, reasonable help using those Deliverables, and small changes we accept as within your Plan. Priority support on Own Your Market means your requests are handled ahead of other Plans, not a faster contractual target. Support does not cover redesigns, new websites, new products, data recovery, on-site work, or unlimited hours.

We decide, acting reasonably, whether an item is a defect, a change request, or out of scope. Our decision is final in the absence of manifest error.

The response target and any support obligation do not apply to, and we are not responsible for delays or failures caused by:

• third-party outages, API changes, rate limits, bans or deprecations;
• hosting, DNS, domains, certificates, email deliverability or infrastructure you or a third party control;
• changes you or a third party made to the system, content, permissions or data;
• your failure to provide access, reproduction steps, a staging copy or a decision-maker;
• unsupported browsers, devices, operating systems or modified clients;
• force majeure, suspension for non-payment, or a period after you cancelled your Plan;
• security incidents originating in your environment, your staff or your suppliers;
• volume that is commercially unreasonable for the Plan Fee you pay.

There are no service credits, liquidated damages, fee rebates or automatic extensions for missed response targets, downtime or defects. Missed agreed work is covered only by the Delivery Guarantee in the Refund and Cancellation Policy. Otherwise, your exclusive remedies are: (a) for a defect we accept during an active Plan or during any short warranty expressly stated in a Statement of Work, our commercially reasonable efforts to address it; and (b) the liability cap in the Terms of Service.

You may not withhold Fees, threaten a chargeback, or publish a review that states we "guaranteed" a response time. Any such statement is inaccurate.

You must give timely access, test assistance and a single technical contact. If you mark routine requests as emergencies, open duplicate tickets, or require work outside hours without an agreed enhanced cover, we may recast the work as a change request, decline it, or charge after-hours rates.

Unless a Statement of Work sells a specific hosting commitment, we do not warrant any particular uptime for websites, portals, booking tools or systems we deploy. Hosting providers have their own SLAs, which you must pursue directly if you contract them. Maintenance, deployments and emergency patches may occur at any time and may cause interruption.