Sparq IT Services

Effective date: 10 Nov 2025

Sparq IT Services (“Sparq”, “we”, “us”, “our”) is a sole proprietorship registered in India with its registered office at Mishirpur Kursi Road, Lucknow, Uttar Pradesh, India.

This policy explains how we plan, produce, launch, and support all projects and retainers.

1) Engagement and Onboarding

Discovery and Proposal: After your inquiry, we may conduct a discovery call/workshop and issue a written proposal/SOW outlining scope, deliverables, milestones, fees, and assumptions.

Kick‑off: On receipt of the initial payment and required inputs (content, brand assets, access, legal/KYC where relevant), we schedule a kick‑off meeting and create a project workspace.

Single Point of Contact: You nominate one decision‑maker for timely approvals and content.

2) Delivery Channels (No Shipping)

All deliverables are provided digitally via secure links, shared drives, repositories, or deployments to your live environments (web hosting, app stores, ad and marketplace accounts, CRMs, etc.).

Communication: Email, WhatsApp/Slack, and Google Meet/Zoom are our primary channels. Written approvals via these channels are binding.

3) Working Hours, Time Zone, and SLAs

Business hours: Mon–Sat, 10:00–18:00 IST (excluding Indian public holidays).
Standard response targets (care-plan/retainer clients): Critical (site/app down, checkout down): initial response within 4 business hours.
High (major feature broken): 1 business day.
Normal/Minor requests: 2–3 business days.

After‑hours or expedited support can be arranged as a paid add‑on.

4) Project Delivery Model

Milestones: Work is organized into milestones (strategy, design, build, QA/UAT, launch).
Revisions: Unless stated otherwise, up to 2 rounds of reasonable revisions per milestone.
Acceptance: Deliverables are deemed accepted upon (a) written sign‑off or (b) 5 business days after delivery without a written list of material issues.
Pauses/Delays: Client delays over 10 business days may require re‑scheduling; over 30 days may incur a reactivation fee. After 90 days of inactivity, the project may be closed.

5) Typical Timelines (indicative)

Landing page: 1–2 weeks after content/brand assets.
5–10 page website: 3–6 weeks depending on content readiness.
E‑commerce store (Shopify/Woo/Magento 2): 6–12 weeks based on catalog and integrations.
Mobile app MVP: 8–16+ weeks depending on features and approvals.
SEO audit/setup: 7–14 days; ongoing monthly improvements.
PPC setup: 3–7 business days; ongoing optimization weekly.
Social media monthly cycle: content calendar in week 1, publishing from week 2.
Marketplace (Amazon/Meesho/Flipkart/etc.) account setup: 3–10 business days post‑KYC; cataloging timelines depend on SKU complexity and data quality.

Timelines are estimates and assume timely client inputs and third‑party approvals.

6) Deliverables and Formats

Websites/Apps: Deployed builds, admin credentials transfer, and documentation. Source code in your Git repo when included in scope; otherwise compiled/exported assets.
Design/Branding: Final exports (e.g., PNG/SVG/PDF/JPG). Layered source files and raw footage are included only if specified in the SOW.
SEO/PPC/SMM/Email/YouTube: Strategy docs, calendars, creatives, campaign structures, and monthly performance reports.
Marketplaces: Account setup confirmations, brand registry support (if in scope), listing/copy, A+ content, and storefront themes.

7) Go‑Live, QA, and UAT

Content Freeze: Before launch we request a 24–48 hour content freeze for QA and final backups.
Quality Assurance: Cross‑browser and responsive testing on current major desktop/mobile browsers/OS versions (latest two) unless otherwise agreed.
Rollback Plan: We maintain a pre‑launch backup/snapshot where possible to enable rollback.
Warranty: 15‑day post‑launch defect remediation for bugs that deviate from accepted scope.

8) Access, Security, and Handover

Least‑Privilege Access: We request only the permissions required. Use of shared access managers is preferred.
Admin Transfer: Full admin/ownership rights are transferred upon receipt of final payment and acceptance.
Credentials: Shared securely; you should change passwords after handover.
Handover Package (when in scope): Credentials checklist, deployment notes, and training session/recording.

9) Retainers and Ongoing Delivery

Planning: Monthly/quarterly plans with KPIs agreed at the start of each period.
Reporting: Monthly reports covering KPIs, insights, experiments, and next steps.
Backlogs: We maintain and prioritize a backlog with you; scope is governed by available hours/points per month.

10) Dependencies and Third‑Party Platforms

Client Inputs: Content, product data, policies, tax/GST, DLT/SMS registration, images, legal approvals, and platform compliance are your responsibility.
Third‑Party Approvals: App stores, ad platforms, and marketplaces may reject/limit submissions. We provide best‑efforts guidance but cannot guarantee approvals.
Changes Outside Control: Platform policy/API/algorithm changes may require additional paid work.

11) E‑commerce & Marketplace Service‑Specifics

Compliance: You are responsible for accurate product claims, safety/compliance, pricing, taxes, shipping arrangements, and escalations with the platform.
Listings: Turnaround depends on SKU count/complexity and completeness of data (titles, bullets, images, HSNs, attributes).
Ads: Budgets are paid directly to platforms. We optimize to agreed KPIs but do not guarantee ROAS/CPA.

12) SEO, PPC, Social, Email & YouTube Service‑Specifics

SEO: No guaranteed rankings/traffic. Work includes audits, on‑page, technical fixes, and content as per scope.
PPC: We manage to agreed goals, with weekly optimizations and monthly reporting. No outcome guarantees.
Social/YouTube: Calendars created monthly; slots may shift for trends or approvals. Platform reach/engagement is not guaranteed.
Email/SMS/WhatsApp: You must maintain lawful consent lists and comply with anti‑spam and DLT requirements.

13) Training and Documentation

On request and if in scope: administrator training (live or recorded), SOPs, and how‑to guides for your team. Additional training is billable.

14) Data Handling and Privacy

We process personal data per our Privacy Policy and applicable law (DPDP Act). We act as processor/service provider for project data on your instructions and as controller for our own site/CRM data.

15) Changes and Out‑of‑Scope Requests

Any change to agreed features, integrations, or timelines requires a written change order and may affect cost/schedule.
Urgent requests may incur expedited fees if we must re‑prioritize schedules.

16) Acceptance of Digital Delivery

Because we deliver services digitally, “delivery” occurs when we (a) provide access to the deployed environment or files, or (b) share the download/transfer link. From that point, acceptance timelines in Section 4 apply.

17) Escalation

Project Manager/Account Lead: Your first point of contact.
Founder: Unresolved issues may be escalated to Afzal Hameed for resolution.

18) Relationship to Other Policies

This policy works with our Terms & Conditions, Privacy Policy, and Cancellation & Refund Policy. If an SOW specifies different delivery steps or SLAs, the SOW prevails for that engagement.