Service Policy

1. Nature of Our Services

ApexLabs (SMC-Private) Limited provides digital services and software products. Our deliverables are intangible and delivered electronically. We do not ship physical goods. As such, traditional shipping policies do not apply to our work.

2. Service Categories

2.1 Custom Software Development

We deliver web applications, mobile apps, CRM systems, APIs, and other custom software. Each project is unique and follows a structured engagement process tailored to the agreed scope.

2.2 SaaS Products & Subscriptions

Our subscription products (such as BullsView) are accessed via web or mobile app. Activation is instant upon successful payment, and access is provided through your registered account.

2.3 Digital Downloads

Reports, research packs, design templates, and other downloadable content are delivered via email or made available in your account dashboard immediately after purchase.

2.4 Consulting & Advisory

Strategic consulting, technical audits, and advisory services are delivered through scheduled video calls, written reports, and follow-up communications.

3. Service Delivery Timelines

3.1 Custom Projects

Project timelines are agreed upon in writing before work begins. Typical timeframes:

• Landing pages & marketing sites: 1–2 weeks
• Standard web applications: 4–10 weeks
• Mobile applications: 8–16 weeks
• Enterprise CRM/ERP solutions: 12–24 weeks
• SaaS products (MVP): 8–12 weeks

Complex projects may extend beyond these ranges. Specific timelines are documented in the project agreement.

3.2 Subscription Activation

SaaS subscriptions are activated immediately upon successful payment. If you experience any delay in account activation beyond 30 minutes, please contact support@apexlabs.pk.

3.3 Digital Downloads

Downloads are delivered automatically upon payment confirmation. Most are delivered within 5 minutes; in rare cases, delivery may take up to 1 hour.

4. Project Management Process

4.1 Discovery Phase

Every custom project begins with a discovery phase to understand your business, goals, and requirements. We document the scope, deliverables, and timeline before any development begins.

4.2 Design Phase

For projects with UI/UX components, we deliver wireframes and high-fidelity designs for your approval. No development begins until designs are signed off.

4.3 Development Sprints

We work in two-week development sprints. At the end of each sprint, we share a demo and progress update so you always know where the project stands.

4.4 Testing & Quality Assurance

Before any release, we conduct thorough testing including functional testing, cross-browser/device compatibility, performance testing, and security checks.

4.5 Deployment & Handover

Final deliverables are deployed to your production environment, source code is transferred, and documentation is provided. We also offer training sessions for your team if needed.

5. Communication & Support

5.1 Communication Channels

During active projects, we communicate through:

• Email for formal documentation and approvals
• Slack/WhatsApp for quick questions and daily updates
• Scheduled video calls for design reviews, demos, and milestone meetings
• Project management tools (Linear, Notion, or Trello) for task tracking

5.2 Response Times

Our standard response times during business hours (Mon–Sat, 9 AM – 7 PM PKT):

• Critical issues (production down): Within 2 hours
• High-priority queries: Within 4 hours
• Standard inquiries: Within 24 hours
• Non-urgent questions: Within 2 business days

5.3 Working Hours

Our offices operate Monday through Saturday, 9:00 AM to 7:00 PM Pakistan Standard Time (PKT, UTC+5). For international clients, we accommodate time-zone differences for scheduled meetings.

6. Post-Launch Support

6.1 Warranty Period

Every custom development project includes a 30-day post-launch warranty period. During this time, we address any bugs or defects in the original delivered code at no additional cost.

6.2 Maintenance & Support Plans

Beyond the warranty period, we offer ongoing maintenance and support plans tailored to your needs:

• Basic Support: Bug fixes and security updates
• Standard Support: Bug fixes, security, plus minor feature additions
• Premium Support: Includes feature development, performance optimization, and priority response

6.3 Hosting & Infrastructure

We can manage hosting, cloud infrastructure, and ongoing DevOps for your project. Hosting fees are passed through at cost or as part of your service plan.

7. Service Limitations & Exclusions

Our services do not cover:

• Issues caused by Client modifications to the delivered code
• Failures of third-party services (e.g., payment gateways, APIs) outside our control
• Hardware failures or end-user device issues
• Internet outages or hosting provider downtime
• Content moderation or business operations using our software

8. Geographic Coverage

We serve clients in Pakistan and internationally. Our digital services are delivered electronically with no geographic restrictions, though local laws and regulations may affect specific deliverables.

9. Quality Assurance

We are committed to delivering high-quality work. Our quality assurance practices include:

• Code reviews for all development work
• Automated testing where applicable
• Manual QA before any release
• Security best practices throughout development
• Performance optimization as standard practice

10. Service Modifications

We reserve the right to modify, suspend, or discontinue any service with reasonable notice to existing clients. Active projects under signed agreements will be honored according to their original terms.

11. Contact Us

For questions about our services or to start a project:

• Sales & New Projects: hello@apexlabs.pk
• Technical Support: support@apexlabs.pk
• Phone: +92 300 1618361
• HQ Address: Arfa Software Technology Park, Ferozepur Road, Lahore, Punjab, Pakistan
• Branch Office: Shorkot, Punjab, Pakistan
• Working hours: Monday – Saturday, 9:00 AM to 7:00 PM PKT