Service standards

Delivery, support, revisions, and emergency policy

Delivery targets

Standard projects target delivery in fewer than 30 calendar days after payment or approved tester-pass confirmation and completion of all customer materials, access, and approvals. Rush priority adds $1,200 and targets seven calendar days after those requirements are complete. Capacity, scope changes, customer delays, and independent providers may extend either target. Every completed website receives a recorded human quality review before customer delivery.

24/7 first-line support

AI support is available at all times for common questions, account guidance, and initial troubleshooting. Website edits are submitted through the structured change-request form in the customer project dashboard and reviewed before publication. The AI stops and creates a support ticket when human judgment is needed instead of repeating failed replies and consuming unnecessary usage.

Human follow-up

Human support is provided through tickets, email, or support chat. Live phone support is not offered. Standard tickets are normally reviewed within two business days. Priority-ticket customers are normally reviewed within one business day. Response times are targets rather than guarantees during unusual volume or major incidents.

Emergency support

Emergency handling applies when a paid live website is materially unavailable or broken because of the Made by Auren platform, deployment system, or an authorized Made by Auren change. Nonpayment, expired domains, customer actions, removed integrations, unauthorized code, and independent third-party outages are not platform emergencies.

Revisions

Minor corrections within the included allowance may include typos, contact details, sentence edits, image replacements, spacing corrections, and small color or style adjustments that do not change approved structure or functionality.

New work

New pages, sections, forms, databases, payment systems, integrations, customer accounts, major redesigns, replacement functionality, or scheduling and commerce work beyond an appointment-request or wholesale-inquiry module already included in the approved scope require a written change order and added price.

Customer images

The free preview uses exactly one image the customer has permission to use. After the project begins, the customer may provide additional images for the finished website. Made by Auren does not use scraped images, generated replacement imagery, or substituted stock images.

Suspension and retention

Services may be suspended for nonpayment, abuse, security risk, or material policy violations. Customers normally receive notice and an opportunity to cure payment problems. A cancelled site is taken offline and normally remains restorable for 180 days. Automated reminders are scheduled approximately 30, 7, and 1 day before the archive expires; hosted materials may then be exported and removed under the Privacy Policy.