Support Services Policy

1. Support Unit Framework

Support Units (“Units”) are credits used to facilitate service requests. Each Unit represents one man-hour of dedicated time from the Yunolabs team, including Project Managers, Designers, and Developers. Units are deducted from the Client’s balance for each processed request.

2. Support Requests and Deductions

A Support Request (“Request”) consists of one or more instructions for changes submitted within a single communication—ideally organized in a document or PDF file.

  • Minimum Deduction: A minimum of one (1) Unit is deducted for every Request submitted.
  • Scope: Requests may encompass various technical or creative tasks, provided they fall within the expertise of the Yunolabs team.

3. Unit Allocation and Validity

The availability of Units depends on the Client’s chosen billing cycle:

  • Monthly Billing: Support Units are released on a pro-rated basis following each successful monthly payment. Each allocation equals the total annual Unit count divided by 12.
  • Annual Billing: The full annual allocation of Support Units is made available immediately upon successful annual billing.

Usage Rules: * Support Units from future billing periods cannot be accessed in advance.

  • Units are valid only for the duration of the active billing cycle. Unused Units do not "roll over" or carry forward to the next cycle.

4. Turnaround Times and Service Hours

Our team operates Monday to Friday, 10:00 AM – 6:00 PM, excluding public holidays. Turnaround times are based on the complexity of the request:

  • Content Updates: Changes affecting website content that do not alter layout or functionality typically take 1–3 business days.
  • Complex Changes: For structural, functional, or high-complexity requests, Yunolabs will provide the Client with an estimated completion timeline upon review.

5. Policy Amendments

Yunolabs reserves the right to amend this Support Policy to reflect changes in our service infrastructure, team composition, or operational standards. Any updates will be communicated to the Client and will take effect upon notification.