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.
Care allowances for new quotes
Quotes issued under the September 18, 2026 service schedule include up to ten small corrections and 30 total minutes of hands-on care per calendar month (UTC), whichever is reached first. Priority support changes the review target to one business day and retains 30 minutes. Managed support includes 120 minutes and a one-business-day review target. Unused allowance does not roll over. Platform-caused repairs do not consume the allowance. Existing saved quotes and accepted agreements retain their original scope and prices.
Selected tools and usage
Your new quote lists the exact limits before purchase. Email tools include up to 500 stored contacts (including unsubscribed records), four campaigns and 2,000 recipient deliveries per month; each queued campaign reserves capacity for the full 500-contact audience. Translation covers one additional language, 1,500 source words and two draft-generation attempts per month. Failed or uncertain sends and generation attempts stay reserved until support reviews them, so retries cannot duplicate delivery or incur uncontrolled costs. Scheduling covers up to three staff or resources and ten services, with approved availability. External calendar sync, SMS and complex migrations require separate scope. Campaign writing, certified translation, data cleanup and ongoing business operations are not included.
Done-for-you production
The optional $1,250 one-time service covers the quoted pages, up to 7,500 words of initial website copy and two consolidated pre-launch revision rounds. You provide business facts, approved images, necessary access and decisions. It does not include operating your business after launch. Specialist legal, translation, advertising and additional-page work require a separate agreement.
Capacity planning
Normal, growing and high-traffic plans use planning thresholds of 10,000, 50,000 and 200,000 hosted-page requests per calendar month respectively. They are not unlimited bandwidth or storage plans. If sustained usage requires a different scope, we contact you first. No automatic overage bill or automatic public-site shutdown is triggered by these thresholds.
New work
New pages, sections, forms, databases, payment systems, integrations, customer accounts, major redesigns and work beyond the saved quote require a written scope and price before work begins. Reaching an allowance does not authorize an additional charge.
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.