Service Delivery Policy

1. Overview

Blindersoe Private Limited provides Real-time Plot and Apartment Management Software solutions through digital delivery and implementation services. This policy outlines our service delivery process, timelines, and implementation procedures based on our Software Service Agreement.

Company Information:

• Company Name: Blindersoe Private Limited
• Registration Number (CIN): U72200AP2023PTC123908
• GSTIN: 37AALCB3789P1ZO
• Startup India Certificate: DIPP141410
• Registered Address: No.69, 4th Floor, Skanda, Near Congress Office, Khadak Pura, Kurnool, Andhra Pradesh 518001, India
• Contact: +91 9014975206, contact@blindersoe.com

2. Project Delivery Timeline

Standard Delivery Schedule: Projects are typically delivered within 14 business days after we receive all required data and information from the client. The delivery timeline depends on the specific agreement with each client and may vary based on project complexity and scope.

2.1 Factors Affecting Delivery Timeline

The delivery schedule depends on several factors as outlined in our Software Service Agreement:

• Client Data Provision: Timely submission of all required project data
• Project Scope: Complexity and size of the software implementation
• Custom Requirements: Specific features and integrations requested
• Client Approvals: Prompt feedback and approvals at each milestone
• Third-party Dependencies: External service integrations and APIs
• Testing and Validation: Comprehensive quality assurance procedures

2.2 Service Delivery Methods

Our software solutions are delivered through:

• Cloud-Based Platform: Secure web-based access to the software
• Digital Implementation: Remote setup and configuration
• Mobile Applications: iOS and Android app access where applicable
• API Integration: Connection with existing client systems
• Custom Deployments: Tailored implementation based on client needs

3. Implementation Process and Timeline

4. Implementation Process

4.1 Project Kickoff

Every implementation begins with:

• Requirements Analysis: Detailed assessment of business needs
• Project Planning: Timeline and milestone definition
• Team Assignment: Dedicated project manager and technical team
• Communication Setup: Regular update channels and reporting

4.2 Configuration and Setup

Technical implementation includes:

• System Configuration: Platform setup according to requirements
• Data Migration: Import of existing property and customer data
• User Account Creation: Setup of roles and permissions
• Integration Setup: Connection with existing systems

4.3 Testing and Validation

Quality assurance process involves:

• System Testing: Comprehensive functionality validation
• User Acceptance Testing: Client validation of features
• Performance Testing: Load and stress testing
• Security Validation: Data protection and access control verification

5. Training and Support Delivery

5.1 Training Services

Comprehensive training is provided through:

• Live Virtual Sessions: Interactive online training workshops
• Recorded Training Materials: Video tutorials and documentation
• On-site Training: Physical training sessions at client location
• One-on-One Sessions: Personalized training for key users

5.2 Ongoing Support

Post-implementation support includes:

• 24/7 Technical Support: Round-the-clock assistance via phone and email
• Regular Updates: Software updates and feature enhancements
• Performance Monitoring: Continuous system health monitoring
• Maintenance Services: Regular backups and system optimization

6. Service Level Agreements (SLA)

6.1 Response Times

Our commitment to service delivery includes:

• Critical Issues: Response within 2 hours, resolution within 4 hours
• High Priority: Response within 4 hours, resolution within 24 hours
• Medium Priority: Response within 8 hours, resolution within 48 hours
• Low Priority: Response within 24 hours, resolution within 5 business days

6.2 Uptime Guarantee

Service availability commitments:

• Standard Plans: 99.5% uptime guarantee
• Premium Plans: 99.9% uptime guarantee
• Enterprise Plans: 99.95% uptime guarantee with redundancy
• Scheduled Maintenance: Advance notice and minimal downtime

7. Geographic Coverage

7.1 Service Areas

Our services are available:

• Primary Coverage: All major cities across India
• On-site Services: Available in major metropolitan areas
• Remote Services: Available globally through digital channels
• Local Support: Regional support teams for major markets

7.2 International Delivery

For international clients:

• Cloud Services: Global access through CDN infrastructure
• Time Zone Support: Extended support hours for international clients
• Localization: Currency and language support where applicable
• Compliance: Adherence to local data protection regulations

8. Service Modifications and Updates

8.1 Version Updates

Software updates are delivered through:

• Automatic Updates: Seamless cloud-based updates
• Scheduled Releases: Regular feature updates and improvements
• Security Patches: Immediate deployment of security fixes
• Custom Modifications: Bespoke feature development and deployment

8.2 Change Management

Service changes are managed through:

• Change Requests: Formal process for service modifications
• Impact Assessment: Evaluation of changes on existing services
• Client Approval: Required consent for significant changes
• Rollback Procedures: Ability to revert changes if needed

9. Delivery Delays and Issues

9.1 Common Delay Factors

Potential causes of service delivery delays:

• Client Dependencies: Delayed information or approvals from client
• Technical Complexities: Unforeseen integration challenges
• Third-party Dependencies: Delays from external service providers
• Scope Changes: Modifications to original requirements

9.2 Delay Management

Our approach to managing delays:

• Proactive Communication: Early notification of potential delays
• Alternative Solutions: Workarounds and interim solutions
• Resource Reallocation: Additional resources to meet deadlines
• Compensation: Service credits for delays caused by us

10. Contact Information

For service delivery inquiries, updates, or support:

• Email: contact@blindersoe.com
• Phone: +91 9014975206
• Phone: +91 9652649967
• Business Hours: Monday to Friday, 9:00 AM to 6:00 PM IST
• Emergency Support: 24/7 support for critical issues

Last Updated: January 2025
Effective Date: January 2025