Digital Service Delivery
As an IT solutions provider, Softhat IT Solutions primarily delivers digital services and solutions. Unlike physical products, our services are delivered electronically through secure channels, ensuring immediate access upon completion.
1. Service Categories & Delivery Methods
1.1 Website Development & Design
Delivery Method: Digital delivery via secure hosting platforms
- Live website deployment on client's chosen hosting platform
- Source code delivery via secure file transfer
- Documentation and user manuals via email/portal
- Login credentials and admin access provided securely
1.2 Digital Marketing Services
Delivery Method: Ongoing service implementation and reporting
- SEO optimization implemented directly on client websites
- Social media management through authorized access
- Monthly reports delivered via email and client portal
- Analytics and performance data shared through dashboards
1.3 Consultation & Support Services
Delivery Method: Virtual and on-site consultations
- Virtual meetings via video conferencing platforms
- On-site visits for local clients in Peshawar/KPK region
- Written reports and recommendations via email
- Training sessions conducted online or in-person
2. Service Delivery Timelines
| Service Type |
Typical Timeline |
Delivery Method |
| Basic Website (5-8 pages) |
10-15 business days |
Live deployment + source files |
| E-commerce Website |
20-30 business days |
Live deployment + training |
| Custom Software Solution |
30-60 business days |
Installation + documentation |
| SEO Optimization Setup |
5-7 business days |
Direct implementation |
| Social Media Marketing Setup |
3-5 business days |
Campaign launch + access |
| Technical Consultation |
1-3 business days |
Meeting + written report |
3. Project Phases & Milestone Delivery
Phase-Based Delivery Process
Large projects are delivered in phases to ensure quality and client satisfaction:
- Discovery Phase (20%): Requirements analysis and project planning
- Design Phase (25%): Visual designs and user experience blueprints
- Development Phase (40%): Core functionality implementation
- Testing Phase (10%): Quality assurance and bug fixes
- Launch Phase (5%): Go-live and final optimization
4. Geographic Service Areas
4.1 Primary Service Areas
Local Services (Same-Day Response)
- Peshawar: On-site visits within 24 hours
- Khyber Pakhtunkhwa: On-site visits within 48 hours
- Pakistan-wide: Remote services with local support coordination
4.2 International Services
- Remote Services: Available globally via digital channels
- Time Zone Coordination: Scheduled meetings accommodate client locations
- Communication: Email, video calls, project management tools
- Support Hours: Extended hours for international clients
5. Service Level Agreements (SLA)
5.1 Response Times
- Emergency Issues: Within 2 hours (business hours)
- High Priority: Within 4 hours
- Standard Requests: Within 24 hours
- General Inquiries: Within 48 hours
5.2 Availability
- Business Hours: Monday-Saturday, 9:00 AM - 6:00 PM (PKT)
- Emergency Support: Available 24/7 for critical issues
- Planned Maintenance: Scheduled during off-peak hours
- Holiday Schedule: Communicated in advance
6. Quality Assurance & Testing
Before delivery, all services undergo comprehensive quality checks:
- Functionality Testing: All features tested across devices and browsers
- Performance Testing: Speed and optimization verification
- Security Testing: Vulnerability assessment and fixes
- User Acceptance Testing: Client review and approval process
- Documentation Review: Complete and accurate documentation
7. Post-Delivery Support
7.1 Complimentary Support Period
- 30 Days: Free bug fixes and minor adjustments
- Training: User training sessions included
- Documentation: Comprehensive user guides provided
- Technical Support: Implementation assistance
7.2 Extended Support Options
- Maintenance Packages: Ongoing updates and security patches
- Priority Support: Faster response times and dedicated assistance
- Hosting Management: Server maintenance and monitoring
- Content Updates: Regular content management services
8. Digital Asset Delivery
8.1 File Delivery Methods
- Secure FTP: For large files and complete project packages
- Google Drive/Dropbox: For collaborative file sharing
- Email: For documents and reports (up to 25MB)
- GitHub/Repository: For source code and version control
- Client Portal: Dedicated dashboard for ongoing projects
8.2 File Formats Provided
- Source code files (.html, .css, .js, .php, etc.)
- Design files (.psd, .ai, .sketch, .figma)
- Documentation (.pdf, .docx)
- Media assets (.jpg, .png, .svg, .mp4)
- Database exports (.sql, .csv)
9. Communication & Updates
We maintain transparent communication throughout service delivery:
- Project Manager: Dedicated contact for each project
- Weekly Updates: Progress reports via email
- Client Portal: Real-time project status tracking
- Milestone Reviews: Scheduled checkpoints and approvals
- 24/7 Access: Client portal available round the clock
10. Delivery Confirmation & Acceptance
Service delivery is confirmed through formal acceptance procedures:
- Delivery Notification: Email notification when service is ready
- Client Testing Period: 5-7 days for client review
- Feedback Collection: Any concerns addressed promptly
- Final Approval: Written confirmation of acceptance
- Project Closure: Final deliverables and documentation transfer
11. Force Majeure & Delays
Delivery timelines may be affected by circumstances beyond our control:
- Natural disasters or extreme weather
- Government regulations or restrictions
- Internet or infrastructure outages
- Client delays in providing required materials
- Third-party service disruptions
In such cases, we will communicate promptly and adjust timelines accordingly.
Last Updated: June 2025
This Shipping & Service Policy is effective as of the date listed above. We continuously improve our delivery processes to serve you better.
