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Support and Maintenance Policy

Support and Maintenance Policy

Effective Date: April 29, 2025
Applies To: All users of the DealHub360 SaaS Portal

1. Overview

This Support and Maintenance Policy outlines the standards and practices used by DealHub360 to ensure the stability, security, and reliability of our SaaS platform. It defines how we deliver software updates, monitor service health, and respond to customer inquiries or issues.

2. Software Updates

We are committed to improving our platform continuously and may update the software at any time to deliver enhancements, bug fixes, or security improvements. Our update policy includes the following principles:

  • Minimal Impact to Users: Updates are designed to be seamless and typically do not interrupt service or degrade site performance.

  • Transparent Operation: Most updates occur silently in the background. You may be prompted to log out and back in to complete an update.

  • Critical Updates: For updates that may involve temporary service interruption, we perform them during scheduled off-hours maintenance windows on Saturdays.

  • Advance Notification: Notice will be provided ahead of critical updates that may affect user access.

  • Maintenance Windows: Reserved periods will be scheduled when needed to carry out system-level updates or infrastructure improvements.

3. Monitoring and Proactive Maintenance

The DealHub360 portal is continuously monitored for health, performance, and availability. Our team proactively addresses detected issues, applies security patches, and ensures the system remains optimized and secure.

4. Incident Management

An incident is declared when a major component or service of the site becomes unavailable or non-functional. During such an event:

  • We will begin investigation and recovery efforts immediately.

  • Communication may be provided to affected users as needed.

  • Post-incident analysis may be shared depending on severity and impact.

5. Support Services

Our support team provides assistance with the following:

  • User account access and management

  • Technical troubleshooting

  • Performance concerns

  • Integration support

  • Submission of manual reports or data issues

Support requests can be submitted via:

All support channels are monitored, however:

  • Non-urgent requests are typically handled during standard business hours.

  • Urgent or critical issues are addressed as soon as possible, regardless of time.

6. Feature Requests and Bug Reporting

Clients are encouraged to submit:

  • Feature requests

  • Bug reports

  • Suggestions for platform improvements

  • Manual data issues or inconsistencies

These can be submitted through:

Requests are reviewed and prioritized based on their impact, feasibility, and alignment with the platform roadmap.

7. Data Backups and Recovery

We conduct regular, secure backups of:

  • Uploaded documents

  • Application databases

Backups are stored securely and are used for disaster recovery purposes. Restoration procedures are in place to ensure minimal downtime and data integrity in the event of an incident.

8. Policy Changes

We reserve the right to amend this policy at any time. Changes will be posted to this page with an updated effective date.

Product and Engineering Process

At DealHub360, we follow a structured, collaborative methodology for developing and deploying new features and improvements to our platform. This process ensures that our product roadmap aligns with client needs and that engineering output is reliable, scalable, and designed for long-term utility across diverse use cases.

1. Requirements Gathering

All development begins with comprehensive requirement gathering, led by Product Managers in collaboration with subject matter experts and clients. Our process is guided by clarity and completeness:

  • Client-Centered Input: Requirements originate from client needs, informed by their current processes, challenges, and desired outcomes.

  • Documentation Tools: We leverage structured templates and conceptual models, including “Who, What, Why” frameworks and categorized specifications​

  • Clarity Focus: We avoid ambiguous or compound requirements and seek descriptive explanations, including visuals or annotated screenshots when relevant

  • Template-Driven Clarity: Requirements often follow this model:

    “The <thing> shall do/provide <something> to achieve <this>.”
    “We are achieving <this> because <reason>.”

The goal is to produce enough detail for engineering teams to convert product requirements into actionable, assignable tasks.

2. Engineering Specification and Planning

Once requirements are complete, the initiative transitions to the Engineering team:

  • Technical Specification: Engineers develop a formal spec that includes implementation details, systems impact, and planned functionality based on a bottom-up architecture model​

  • System-Oriented Design: Tasks are framed not just to solve a problem, but to build reusable systems (e.g., schedulable task buses, diagnostic interfaces, generic UI renderers).

  • Time Estimation: Work is broken into granular tasks, typically 2–6 hours in length. We may use three-point estimations (standard, pessimistic, and new developer effort) for clarity

3. Development Lifecycle

We employ an iterative waterfall methodology, allowing for flexibility in execution while maintaining structure and traceability:

  1. Branch-Based Development: All work is done in feature branches, which are then merged into a central Development branch.

  2. Release Candidate Creation: Once merged, a candidate build is prepared and moved to the QA Environment.

  3. QA and Promotion:

    • Internal QA teams test the changes.

    • If approved, the work is promoted to the MINT environment (Merchant Integration/Sandbox) as a preview for clients.

    • Final promotion to Production occurs after validation and sign-off.

4. Testing, Monitoring, and Auditability

  • Testing: Engineering builds in time for unit and regression testing, ensuring both new and legacy functionality work as expected. We strive to support tests that run even in Production, using synthetic users and environments​

  • Audit Trails: Development tasks include support for audit logs and traceability to track user actions where required.

  • Monitoring: Site health is verified through automated uptime checks, database-level alerts, and test endpoint calls via our Site Reliability Engineering (SRE) tools.

5. Documentation and Deployment

Each completed feature includes:

  • Technical and End-User Documentation

  • Deployment Scripts that are idempotent (safe to run multiple times)

  • Internal and External Communication updates

We strive to maintain consistent, high-quality deliverables that support our clients’ workflows and foster long-term stability.