Service Delivery Policy

Effective Date: January 6th, 2025 · Last Updated: January 6th, 2025

At DataCortex IQ Pvt Ltd ("we," "us," "our"), where we enter into a paid professional engagement, this Service Delivery Policy outlines our approach to project delivery, timelines, and client expectations.

1. Service Delivery Overview

All services provided by DataCortex are professional engineering services delivered remotely. The exact scope of any engagement is defined in a written agreement. Services we may provide include:

AI engineering consulting and technical advisory
Custom AI/LLM application development
Retrieval-augmented generation (RAG) system design
Agent and workflow orchestration
Open-source software maintenance under sponsorship arrangements

2. Delivery Methods and Channels

2.1 Digital Delivery

Code Repositories: Source code and documentation delivered through Git repositories (e.g. GitHub) under access controls agreed with the client.
Cloud Deployments: Where deployment is in scope, solutions are deployed on cloud infrastructure of the client's choice.
Documentation: Technical documentation and reports delivered via secure file sharing or email.
Virtual Meetings: Reviews and working sessions conducted via video conferencing.
Email Communications: Project updates and correspondence via email.

2.2 Access and Credentials

Where access to client systems is required, credentials are exchanged through secure channels.
Multi-factor authentication is used where supported by the client's systems.
Access is revoked at the end of the engagement.

3. Project Delivery Timeline

3.1 Typical Delivery Phases

Discovery & Planning: 1-2 weeks for requirements gathering and project scoping
Design & Architecture: 1-2 weeks for solution design and technical planning
Development & Implementation: 2-8 weeks depending on project complexity
Testing & Review: 1-2 weeks for verification and adjustment
Handover: Documentation, code transfer, and walkthrough as agreed

3.2 Timeline Factors

Delivery timelines may vary based on:

Project scope and complexity
Data availability and quality
Client responsiveness and feedback cycles
Third-party integrations and dependencies
Regulatory and compliance requirements

4. Communication and Project Management

4.1 Regular Updates

Status Updates: Cadence agreed at the start of the engagement (typically weekly)
Milestone Reviews: At key project checkpoints
Issue Escalation: Notification of any blockers or risks as they arise
Change Requests: Documented process for scope changes and approvals

4.2 Collaboration Tools

Project management and issue tracking tools as agreed with the client
Document sharing platforms with version control
Video conferencing for meetings and reviews

5. Quality and Acceptance

5.1 Quality Approach

Testing of components and pipelines as appropriate to the project
Performance review against agreed metrics where defined
Documentation review

5.2 Delivery Acceptance

Acceptance criteria defined in the service agreement
Demonstration of functionality at handover
Transfer of documentation and access

6. Support and Maintenance

6.1 Post-Delivery Support

Warranty Period: Bug fixes for issues identified within the period defined in the service agreement (typically 30-90 days)
Technical Support: During business hours via agreed channels
Documentation: User and technical documentation as scoped

6.2 Ongoing Services

Ongoing monitoring or maintenance available under separate agreement
Future enhancements scoped and quoted separately

7. Delivery Challenges and Contingencies

7.1 Potential Delays

Delivery may be delayed due to:

Incomplete or changing requirements
Data quality issues or access restrictions
Third-party service outages or limitations
Regulatory or compliance changes
Force majeure events

7.2 Risk Mitigation

Risks discussed openly with the client at planning and during the engagement
Backup plans for critical dependencies where feasible
Proactive communication about potential issues

8. Cross-Border Engagements

Where an engagement involves a client outside India, we comply with relevant local laws and data protection regulations applicable to that engagement, and document any cross-border data handling in the service agreement.

9. Service Level Commitments

9.1 Response Times

Initial Inquiry Response: Within 24 hours on business days
Project Communication: Within 48 hours for non-urgent matters during an active engagement
Critical Issues: As defined in the service agreement

9.2 Availability

Business Hours: Monday-Friday, 10:00 AM - 7:00 PM IST

10. Intellectual Property and Deliverables

10.1 Deliverable Ownership

Custom solutions become client property upon full payment, as defined in the service agreement
Source code and documentation transferred to the client at handover
Pre-existing frameworks and methodologies remain our property
Third-party licenses and dependencies are identified in the deliverables

10.2 Usage Rights

Clients receive usage rights for delivered solutions as defined in the service agreement
Modification rights as specified in the agreement

11. Contact Information

For questions about service delivery, project status, or support requests, please contact us:

Email: contact@datacortex.in
Contact Form: https://datacortex.in/contact
Business Hours: Monday-Friday, 10:00 AM - 7:00 PM IST