After Care Services Policy for Matrix Mate LLC

Last Updated: July 25, 2025

This After Care Services Policy outlines the scope of support provided by Matrix Mate LLC following the completion and delivery of a project or defined service engagement. This policy ensures clarity regarding post-delivery support and maintenance.

1. Purpose and Scope of After Care

Our After Care Services are designed to ensure the successful integration and initial stability of the solutions we deliver. This policy covers support for issues directly related to the deliverables outlined in your specific Service Agreement or Statement of Work (SOW).

Unless otherwise specified in your SOW, After Care typically focuses on:

  • Bug Fixes: Correction of errors or defects in the delivered solution that prevent it from functioning as per the agreed-upon specifications.
  • Minor Adjustments: Small, non-structural modifications required to ensure the solution functions optimally in its intended environment.

2. Duration of After Care

Unless explicitly stated otherwise in your SOW, Matrix Mate LLC provides a standard 30-day After Care period commencing from the date of final project delivery or acceptance by the client, whichever comes first.

Any support or modifications requested beyond this 30-day period will be considered Out-of-Scope Services and may be subject to additional charges.

3. Process for Requesting After Care

To request After Care services, clients must:

  • Submit a detailed request via email to admin@matrixmatellc.com.
  • Clearly describe the issue, including steps to reproduce it, any error messages received, and screenshots if applicable.
  • Reference the relevant project name and date of delivery.

4. Response Times

We are committed to addressing After Care requests promptly. Our target response times during standard business hours (Monday-Friday, 9:00 AM – 5:00 PM CST) are:

  • Initial Acknowledgment: Within 24 business hours of receiving the request.
  • Resolution/Action Plan: Within 2-5 business days, depending on complexity. Critical issues will be prioritized.

5. Exclusions from After Care

The following are generally not included in standard After Care services and may incur additional charges:

  • New Feature Development: Requests for functionality not originally defined in the SOW.
  • Scope Changes: Modifications that significantly alter the original project specifications or design.
  • Client-Caused Issues: Problems arising from client modifications, improper use, or third-party interventions not approved by Matrix Mate LLC.
  • Third-Party Software/Platform Issues: Problems caused by updates, changes, or defects in third-party software, plugins, APIs, or platforms (e.g., CMS updates, email service provider changes) unless explicitly covered in the SOW.
  • Data Entry or Content Upload: Beyond the initial content migration specified in the SOW.
  • Performance Optimization: Unless specific performance benchmarks were guaranteed in the original SOW.
  • Emergency Support Outside Business Hours: Unless a separate support agreement is in place.

6. Fees for Extended or Out-of-Scope Services

Should you require support beyond the standard After Care period or for issues falling outside the defined scope, we will provide a separate quote based on our current hourly rates or a new project agreement.

7. Contact Information

For any After Care service requests or questions regarding this policy, please contact us:

By Email: admin@matrixmatellc.com By Mail: 920 SE 11TH ST LEES SUMMIT, MO 64081-3077