Included Support (Post-Implementation)

CloudFrames includes a complimentary support allocation of 20 hours to help customers confidently transition into live operations.

This included support covers:

• Initial master data setup (products, lenses, customers, suppliers)
• Role-based user training for:
  • • Store staff
  • • Optometrists
  • • Workshop teams
  • • Managers & administrators
• Basic system configuration aligned with optical retail workflows
• Accounting and GST/VAT structure verification
• Assistance during the early operational phase after go-live

This ensures CloudFrames is implemented correctly and used effectively from day one.

Support Channels

Support is provided through official Zesty Labs channels:

• WhatsApp
• Phone calls
• Email support

Response Commitment

• All WhatsApp support requests receive a response as soon as possible
• Every support request will result in one of the following:
  • • Direct resolution
  • • Clear functional or technical guidance
  • • Or a tracked ticket created in Zesty Labs internal issue management system

Post Go-Live Support

After CloudFrames goes live:

• All software bugs, technical defects, and stability issues are handled free of cost
• Patch updates and stability improvements released by Zesty Labs are included
• The system remains secure, updated, and production-ready

Any functional or technical assistance beyond the included 20 hours is billed separately, based on Zesty Labs standard support and development rates, as defined in the official proposal.

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After the system goes live:

• All software bugs, stability issues, and patch updates are handled free of cost
• Continuous improvements related to stability and performance are included
• System remains updated and secure without disruption to operations

Any functional or technical assistance beyond the included 20 hours will be billed as per Zesty Labs’ standard support and development charges, as defined in the official proposal.

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• AMC is not mandatory
• Customers may optionally opt for a paid AMC plan for:
  • • Priority support response
  • • Extended assistance
  • • Ongoing advisory and system guidance

AMC Scope Clarification

AMC does not include:

• New module development
• Feature additions
• Major workflow changes
• Custom development requests

Out-of-Scope Support

The following are treated as paid services:

• Modules or features not mentioned in the approved scope
• Major configuration changes after approval
• Third-party or external modules installed by the client
• Business logic changes impacting existing workflows

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The following are treated as paid services:

• Modules or features not mentioned in the agreed scope
• Major configuration changes after approval
• Third-party or external modules installed by the client
• Business logic changes affecting existing workflows

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• CloudFrames includes a comprehensive warranty to ensure operational reliability.
• Warranty Includes
• • • Functional defects in delivered modules
  • • Technical bugs affecting performance
  • • Stability-related system errors
  • • Official patch fixes released by Zesty Labs
• This warranty ensures CloudFrames remains stable, reliable, and suitable for daily optical business operations.

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Software Charges

CloudFrames follows a transparent, one-time licensing model.

• One-time software charge per branch
• Payment is required 100% in advance before project commencement

Included in Software Cost

• Software installation
• System configuration
• Initial implementation
• 20 hours of complimentary support (training, setup, verification)
• Basic bug fixes post go-live

Additional Charges

• Any support, customization, or development beyond the included 20 hours
• Charged as per Zesty Labs standard development and service rates

Cloud Hosting Charges

CloudFrames is deployed on secure cloud infrastructure.

• Monthly hosting fee per branch
• Includes up to a defined number of users
• Additional users are billed on a per-user monthly basis

Cloud hosting ensures:

• High availability
• Secure data access
• Regular automated backups
• Remote access across devices

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CloudFrames is deployed on secure cloud infrastructure.

• Monthly hosting fee per branch
• Includes up to 5 users
• Additional users are billed at a per-user monthly rate

Cloud hosting ensures:

• High availability
• Secure data access
• Regular backups
• Remote access across devices

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• Full software charges must be paid before project initiation
• Any additional paid support or customization is billed post-implementation
• No recurring annual license fees
• AMC is optional and charged separately if opted

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• Client is responsible for providing all required master data and test data
• Only modules explicitly listed in the approved scope are included
• Any additional configuration or customization beyond scope is chargeable
• Payments made are non-refundable once software or services delivery begins
• A stable internet connection is required for cloud-hosted deployments
• Estimated implementation timeline is approximately 30 days, depending on data readiness and scope

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For a complete commercial and implementation overview, customers are encouraged to review the official proposal.

📄 Download CloudFrames Proposal

(The proposal forms an integral reference alongside these Terms & Conditions.)

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Zesty Labs reserves the right to update or revise these Terms & Conditions with prior notice, in line with product improvements, regulatory changes, or operational requirements. 

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