1. Digital Delivery Process
All Denovo products, including Shopify themes, custom software, and license keys, are delivered digitally immediately upon successful payment. You will receive an automated email containing access instructions, receipt of purchase, and a secure link to your user dashboard where your digital assets can be downloaded and managed.
2. Custom Services and SOWs
For custom web application development, UI/UX design, or specialized cybersecurity services, deliverables are not immediate. Timelines, milestones, and specific deliverables will be outlined in a separate Statement of Work (SOW) that must be signed and agreed upon by both parties before the project commences.
3. Service Availability & SLAs
We strive to ensure our platform, including license verification endpoints, APIs, and the user dashboard, is available 99.9% of the time. However, service may occasionally be interrupted for scheduled maintenance, urgent security patches, or unforeseen technical issues outside of our immediate control.
4. Support Response Times
Our standard support operates Monday through Friday, 9 AM to 5 PM EST. We aim to respond to all standard support inquiries within 24-48 hours. Customers with premium or priority support packages will receive accelerated responses as outlined in their specific service agreements.
5. Account Suspension
We reserve the right to temporarily suspend or permanently terminate access to our services and APIs if we detect abusive behavior, violation of our licensing terms, attempts to bypass our DRM protections, or payment failures. In the event of a suspension, no refunds will be provided for remaining time on subscription services.