Terms & Conditions
Last updated 28 September 2026
By using spanacle.com you agree to these terms. If you do not agree, please do not use the website.
Use of the website
The content on this website is provided for general information about Spanacle Software Services's services. We work to keep it accurate but make no warranty that it is complete or current.
Engagements
Any project, audit or support engagement is governed by a separate written proposal or agreement. Figures, timelines and results mentioned on this website are indicative and do not form part of any contract.
Service levels (SLA)
This section sets out the standard service levels for Spanacle Software Services's hypercare and care-plan support. Where a signed proposal or agreement sets different service levels, the signed document takes precedence.
Support hours
Support hours are 9:00 to 19:00 India Standard Time, Monday to Friday, excluding Indian public holidays. On request, we agree overlap hours with your time zone in the UK, EU, Australia or the US. "Business hours" below means hours within the support window.
How to raise an issue
Raise issues through the support channel named in your agreement (usually a shared helpdesk or email address). Critical issues should also be reported by phone or WhatsApp on +91 99990 09805. Each report should describe the problem, who is affected and the steps to reproduce it.
Priority levels and response times
| Priority | Meaning | First response | Target resolution or workaround |
|---|---|---|---|
| P1 Critical | The system is down or a core process (sales, invoicing, production, payroll) cannot run, with no workaround. | 1 business hour | 4 business hours |
| P2 High | A key feature is failing for many users, or a workaround exists but is not sustainable. | 4 business hours | 2 business days |
| P3 Normal | A non-critical feature is not working as expected, or a single user is affected. | 1 business day | 5 business days |
| P4 Request | Questions, minor changes, reports and small enhancements. | 2 business days | Scheduled with you |
Response time runs from when we receive the report during business hours. Resolution targets are goals, not guarantees, because some fixes depend on third parties or on information from your team. We agree the priority with you when an issue is raised and may change it if the impact changes.
Hypercare
Every project includes 30 days of hypercare from go-live. During hypercare, defects in the work we delivered are fixed at no extra cost, and P1 issues are covered outside support hours.
Care plans
After hypercare, support continues under a monthly care plan. Each plan states its included hours, whether P1 cover extends outside support hours, and a quarterly health audit. Unused hours do not carry over unless the plan says otherwise. Work beyond the included hours is billed at the published rate card, and we tell you before you reach your limit.
Hosting and availability
Where we manage hosting, the system runs on Frappe Cloud or your own AWS, Azure or DigitalOcean account. Availability is subject to that provider's own service levels. We monitor managed systems, apply security updates and keep daily backups. Planned maintenance is announced at least 48 hours in advance and scheduled outside your working hours where possible.
Escalation
If a response or resolution target is missed, or you are unhappy with progress, escalate to your project lead and then to a Spanacle Software Services director using the contacts in your agreement. Directors review every missed P1 target and send you a written root-cause report within 5 business days.
What is not covered
- Issues caused by changes made by you or another vendor without our review
- Outages or faults in third-party services, including hosting providers, payment gateways, marketplaces and AI model providers
- New features and scope changes, which are quoted separately
- Systems or code that were not delivered or taken over by Spanacle Software Services
- Events outside our reasonable control
Your responsibilities
To meet these service levels we need a named contact on your side, access to the systems concerned, and timely answers to our questions. Time spent waiting on you does not count towards response or resolution targets.
Intellectual property
The Spanacle Software Services name, logo and website content belong to Spanacle Software Services. Client names and project results are shown with permission or in illustrative form. Code we deliver under a paid engagement is owned by the client as set out in that engagement's agreement.
Third-party links
This website links to products and services operated by us or by others. We are not responsible for the content of third-party websites.
Limitation of liability
To the extent permitted by law, Spanacle Software Services is not liable for any loss arising from use of this website.
Governing law
These terms are governed by the laws of India.
Contact
contact[at]spanacle.com · +91 99990 09805