This Service Delivery Policy explains how Genesis Web Sols (“we”, “us”, “our”) plans, delivers, and supports projects, and what you can expect from us at each stage. It applies alongside our Terms & Conditions, and the specific scope, timeline, and deliverables for your project are always set out in your accepted Proposal, which takes priority over this Policy where the two differ.

1. Our Delivery Process

Most projects move through the following stages. Not every stage applies to every engagement — smaller projects such as fixes or single‑page updates may skip several steps.

2. Timelines and Scheduling

Timelines quoted in a Proposal are good‑faith estimates based on the agreed scope and your timely input — they are not guaranteed completion dates unless the Proposal expressly says so. Work is scheduled in the order projects are confirmed (Proposal accepted and deposit received), and we allocate resources accordingly. Requests to expedite a project ahead of others in the queue may incur a rush fee, where capacity allows.

Typical indicative durations, from project start once content and access are supplied:

• Landing page / small site update — 1–2 weeks
• Standard business website — 3–6 weeks
• E‑commerce build — 6–10 weeks
• Custom software / application — scoped individually in the Proposal

These ranges are for general guidance only. Your Proposal’s timeline governs your specific project.

3. What We Need From You

Delivery on schedule depends on timely cooperation. Please provide, where applicable:

• Final text content, images, logos, and brand assets in an editable format;
• Access credentials for domain, hosting, existing site/CMS, and any third‑party platforms involved;
• A single nominated contact authorized to give consolidated feedback and approvals;
• Feedback on drafts and milestones within a reasonable turnaround — we recommend within 3–5 business days.

Where information or approval is outstanding, the project timeline is extended by the length of the delay. If a project stalls for more than 30 days awaiting your input, it may be paused and rescheduled once you are ready to proceed (see our Refund & Cancellation Policy).

4. Communication

Our standard business hours are Monday to Friday, 9:00 AM–6:00 PM (Eastern Time), excluding US federal holidays. Messages received outside these hours are addressed the next business day.

5. Revisions and Approvals

The number of revision rounds included at each stage is stated in your Proposal. To keep delivery on track, please consolidate feedback from all your stakeholders into a single round of comments rather than sending changes piecemeal. Revisions requested beyond the included rounds, or after a stage has been signed off, are quoted and billed separately.

A stage or final deliverable is considered approved if we do not receive written feedback within 14 days of it being shared with you, unless a different review period is agreed in writing.

6. Post‑Launch Support

Unless your Proposal states otherwise, projects include a complimentary support window of 14 days after delivery, covering the correction of defects where the delivered work does not match the agreed specification. This does not cover:

• New features, design changes, or content edits;
• Issues caused by edits made by you or a third party after handover;
• Problems arising from third‑party plugins, themes, or platform updates;
• Training beyond what is included in your Proposal.

After the complimentary window, ongoing support is available through our maintenance plans or on an hourly basis, quoted on request.

7. Hosting & Uptime (Where We Provide Hosting)

Where hosting is included in your plan, we aim for 99.5% uptime, excluding scheduled maintenance and events outside our control (see our Terms & Conditions, Force Majeure). Scheduled maintenance is carried out during low‑traffic windows where possible, and we will give advance notice for any maintenance expected to cause visible downtime. We are not responsible for outages caused by upstream providers, DNS, domain registrars, or third‑party integrations.

You are responsible for keeping an independent backup of critical data unless your plan explicitly includes managed backups.

8. Change Requests

Any request that falls outside the scope described in your Proposal is treated as a change request. We will provide a written estimate of the additional cost and time impact before starting that work, and it will only proceed once you approve it in writing.

9. Delays Outside Our Control

We are not responsible for delays caused by circumstances beyond our reasonable control, including delayed client feedback or content, third‑party service outages or API changes, domain/DNS propagation delays, payment processor issues, or force majeure events. We will notify you as soon as reasonably possible and work with you on a revised timeline.

10. Final Handover

On completion and receipt of final payment, we provide the agreed deliverables, which may include source files, admin access, documentation, and a brief handover walkthrough where included in your Proposal. Ownership and licence terms for the delivered work are set out in our Terms & Conditions.

11. Escalation

If you are not satisfied with the pace or quality of delivery, please raise it first with your project contact. If unresolved, email info@genesiswebsols.com marked “Escalation” with your project reference, and we will review the matter and respond within 3 business days.

12. Changes to This Policy

We may update this Policy from time to time to reflect changes in how we work. The version in force when your Proposal is accepted governs your project; updates take effect for new engagements once published here with a revised “Last updated” date.

13. Contact Us