1.Purpose & Scope of the Policy #

This policy defines the operational standards, response times, and task execution procedures applicable to all clients (“Client”, “you”) engaging with The Xdemor Group Limited (“Xdemór”, “we”, “us”, “our”) across digital marketing, development, design, analytics, hosting, SEO, advertising management, graphic design, video production, content posting, support, and all other services provided by The Xdemor Group Limited and its associated brands and platforms, including Xdorable, Fludnox and any other Group brand. It forms an integral part of the Terms & Conditions and takes precedence over any verbal agreement, chat message, or other informal communication. Acceptance of a quotation, submission of a request, or payment for a service constitutes the Client’s agreement to all conditions in this policy. This policy ensures transparent service delivery, fair allocation of resources, and clear prioritisation rules, while providing Clients with options to enhance their service experience through upgraded support levels and priority handling add-ons.

2. Definitions #

• Business Day – Monday to Friday, from 09:00 to 18:00 UK/EET, excluding UK public holidays.

• Accepted Request – A request submitted via an official channel (see section 3) and confirmed with a ticket number.

• Monthly Quota – The maximum number of working hours for the selected plan in the current calendar month. Unused hours are non-transferable and non-refundable.

• Urgent Request – Any task requiring a response within 12 business hours or outside standard working hours.

• Support Level – The client’s selected plan: Standard, Guided,  Pro or Add-On: Fast-Track Request

3. Working Hours & Communication #

• Official working hours: Monday – Friday, 09:00 – 18:00 UK/EET.

• Official communication channels:

  1. Email to https://support.shared-services.co/support/tickets/create

  2. Support Ticket via the Support Ticket Portal

  3. Live Chat for priority support (if included in the plan)

  4. Request Form at https://support.shared-services.co/support/tickets/create

• A request is considered received only upon confirmation with a ticket number from https://support.shared-services.co/support/tickets/create.

• Live Chat and phone calls are for submitting requests and clarifications, not for immediate execution.

• Initial response time (acknowledgment and scheduling):

  • Standard: up to 2 business days

  • Guided: up to 1 business day

  • Pro: within 12 business hours

  • Add-On: Fast-Track Request within 5 business hours

Add-On: Fast-Track Request (within 5 business hours) – Optional paid service available for any support level (Standard, Guided, or Pro). This add-on ensures that a specific request will be reviewed and a response with an action plan will be provided within 5 business hours during standard working hours. The execution start time will follow the standard response timeframe of the client’s support level unless the level is Pro.

• Standard: Instead of waiting up to 2 business days for an initial response, the request will be reviewed and responded to within 5 business hours, with the execution starting within up to 3 business days if covered by the package or within up to 3 business days after payment for the required service.

• Guided: Instead of waiting up to 1 business day for an initial response, the request will be reviewed and responded to within 5 business hours, with the execution starting within up to 1 business day if covered by the package or within up to 1 business day after payment for the required service.

• Pro: The request will be reviewed, responded to, and execution will begin within 5 business hours.

This add-on does not provide 24/7 availability and is valid only during standard working hours. Purchasing this add-on does not override the standard priority hierarchy between plans, except for the specific request covered by the add-on.

4. Task Scheduling & Execution #

• All tasks are executed within the monthly quota and according to the pre-defined schedule.

• Priority by Support Level:

  1. Pro – highest priority

  2. Guided – medium priority

  3. Standard – standard priority

  4. Add-On: Fast-Track Request within 5 business hours

• Within each level, tasks are prioritised as follows:

  1. Critical incidents (site down, security breach)

  2. Tasks with an agreed deadline

  3. New tasks submitted on time with complete information

• The Standard plan does not include guaranteed fixed days/times for task execution. This is available only in Guided and Pro plans.

• Out-of-scope or incomplete requests may be declined or offered as a separate paid service.

5. Submission of Materials #

• By default, services are on a monthly basis. Materials must be provided in full for the entire month or for the full scope of the package.

• Partially provided materials are processed in the next available slot according to the schedule.

• If the client requires a specific day/time for execution (posting, meeting, revision, or correction), it must be:

  • stated at the time of purchase, or

  • submitted after purchase via an official channel (see section 3).

• Preferences submitted via phone, chat, or any unofficial channel will not be considered valid.

• Late submissions or changes to previously provided materials will be executed in the next available slot.

• All materials must be in final form; revisions are treated as new tasks.

6. Urgent Requests #

• Urgent requests are accepted only when the team has available capacity.

• Urgent request response times:

  • Standard: no guarantee, processed only if capacity allows

  • Guided: within 1 business day

  • Pro: within 12 business hours

• All urgent requests are subject to additional charges per the current price list or an individual agreement.

7. Resource Limitations #

• Plans do not include 24/7 availability unless agreed upon as a separate service.

• Hours from the monthly quota cannot be rolled over to the next month.

• Tasks are executed according to available capacity and without overloading the team to maintain quality.

8. Out of Scope #

• Example (non-exhaustive) list of services outside the standard plan:

  • 24/7 support

  • Unlimited revisions

  • Priority execution outside the agreed schedule

  • Urgent corrections outside the scope of the package

• The team reserves the right to determine whether a task is out of scope and to provide a separate quotation.

9. Changing the Support Level #

• Clients can upgrade to Guided or Pro at any time for faster response times and higher priority through the applicable Client Account or Support Ticket Portal, where the relevant option is available.

• The change takes effect upon payment confirmation and contract update.

10. Changes & Updates #

• Clients will be notified by email at least 7 days before significant changes take effect.

• The latest version of this policy is always available at policies.shared-services.co.

• Continued use of services after a policy change constitutes acceptance of the new conditions.