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Prismware - Fulfilment Policy

Your satisfaction is our priority. It is Prismware Technologies’ policy to ensure that our clients receive top-quality software services promptly and efficiently. This Fulfillment Policy outlines the processes we follow to deliver our services and meet your expectations.

 

This policy is effective as of 21 June 2024

(Last updated: 21 June 2024)

1. Scope

This policy applies to all software services provided by Prismware Technologies, including custom software development, consulting, implementation, integration, maintenance, and support.

2. Service Engagement

  • Consultation and Requirements Gathering: We start with an initial consultation to understand your needs, followed by detailed requirements gathering.

  • Proposal and Agreement: We provide a comprehensive proposal detailing the scope, deliverables, timelines, and costs. Work commences once a formal agreement is signed.

3. Project Planning and Management

  • Project Plan: A detailed project plan is created, outlining milestones, timelines, resource allocation, and risk management strategies.

  • Client Approval: We obtain your approval of the project plan before starting the work.

4. Development and Delivery

  • Agile Methodology: We use agile development practices for flexibility and iterative progress.

  • Regular Updates: We keep you informed with regular updates and progress reports.

  • Client Feedback: We incorporate your feedback through continuous collaboration and review sessions.

5. Quality Assurance

  • Testing: We conduct rigorous testing, including unit, integration, system, and user acceptance testing (UAT).

  • Bug Fixing: Identified issues and bugs are promptly resolved to ensure high-quality output.

6. Delivery and Deployment

  • Pre-Deployment Review: We conduct a comprehensive review and obtain your final approval before deployment.

  • Deployment: We ensure a seamless deployment of the software solution in your environment.

  • Post-Deployment Support: Immediate post-deployment support is provided to address any issues that may arise.

7. Training and Documentation

  • Training: We offer training sessions for your personnel to ensure effective use of the software.

  • Documentation: Detailed user manuals, technical documentation, and other necessary documents are provided.

8. Maintenance and Support

  • Ongoing Support: Maintenance and support services are offered as per the service contract.

  • Service Level Agreements (SLAs): We adhere to SLAs for response times, issue resolution, and system uptime.

9. Change Management

  • Change Requests: We have a structured process for submitting and approving change requests.

  • Impact Analysis: We conduct an impact analysis for approved changes to assess their effect on timelines, costs, and project scope.

10. Billing and Payment

  • Invoicing: Transparent invoicing is based on milestones achieved and services rendered.

  • Payment Terms: Payment terms are outlined in the service agreement, with clear timelines for invoice settlement.

11. Confidentiality and Data Protection

  • Confidentiality: We maintain the confidentiality of your information and proprietary data.

  • Data Protection: We comply with applicable data protection laws and regulations to ensure the security and privacy of your data.

12. Client Responsibilities

  • Timely Feedback: Provide timely feedback and approvals to ensure the project progresses as planned.

  • Access and Resources: Ensure necessary access and resources are available for the successful completion of the project.

13. Dispute Resolution

Resolution Process: Disputes are addressed through amicable and constructive discussions. If necessary, escalation to formal mediation or arbitration will be as per the terms of the service agreement.

14. Amendments

Policy Updates: Prismware Technologies reserves the right to amend this Fulfillment Policy as required. Clients will be notified of any significant changes.

By engaging with Prismware Technologies, you agree to the terms outlined in this Fulfillment Policy. For any questions or further clarifications, please contact our support team at:

support@prismware.co

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