For APROS, it is appropriate to manage a transversal policy, but not to promise an identical guarantee for all services. A website developed from scratch, an audit, a pack of hours, a monthly support and a sublet license have different risks. <\/p>\n\n
The policy must clearly separate four concepts:<\/p>\n\n This separation protects the customer and prevents a warranty from unintentionally becoming unlimited support.<\/p>\n\n The Peruvian Consumer Protection and Defense Code evaluates the suitability of a service by comparing what is offered with what is actually received. It also distinguishes legal, explicit and implicit guarantees. Therefore, it is important that APROS expressly indicates the scope, duration and conditions of its warranty, without incorporating unjustified limitations that denaturalize it. <\/p>\n\n Although APROS works mainly with companies, it should not be assumed that all their relationships are automatically outside this framework: the rule can also protect legal entities acting as final recipients and certain microentrepreneurs who face information asymmetry with respect to services outside their own line of business.<\/p>\n\n The following text should be reviewed by an attorney before incorporating it as a final contractual clause. However, it can already serve as a basis for quotations, attachments, onboarding and configuration of APROS Hub. <\/p>\n\n Version:<\/strong> 1.0 This policy establishes the general conditions under which APROS deals with observations, defects or incidents related to the digital services and deliverables it develops, implements, configures or manages for its customers.<\/p>\n\n Its purpose is to provide clarity on APROS’ responsibilities, to protect the operational continuity of the digital assets involved and to differentiate the corrections covered by warranty from those requests that constitute support, maintenance, evolution or scope extension.<\/p>\n\n This policy applies, as applicable, to the following services:<\/p>\n\n The particular conditions indicated in the approved quotation, contract, delivery note or service level agreement prevail when they establish a more specific coverage.<\/p>\n\n Verifiable outcome committed to by APROS as part of the approved scope. May consist of, but is not limited to, a designed view, implemented functionality, published site, executed configuration, prepared report, enabled integration or corrected issue. <\/p>\n\n Confirmation that the deliverable reasonably corresponds to the approved scope and can be considered closed for operational, documentary and invoicing purposes.<\/p>\n\n Conformance does not waive the customer’s right to subsequently report technical defects not detectable during the initial inspection that are covered by the applicable warranty.<\/p>\n\n Verifiable misbehavior, omission or noncompliance that:<\/p>\n\n Mere customer expectation or subjective preference does not constitute a defect. A subjective preference, undocumented expectation, post-approval change of judgment, request for improvement, additional optimization, or requirement not contemplated in the approved scope does not constitute a defect covered by warranty. <\/p>\n\n Requirement that seeks to modify, extend or improve the approved deliverable, including new functionalities, changes in criteria, new integrations, subsequent adjustments due to preferences, redesigns or adaptations motivated by new customer needs.<\/p>\n\n Evolutionary requests do not constitute defects and must be estimated, prioritized and, where appropriate, quoted separately.<\/p>\n\n The guarantee presupposes a use reasonably consistent with the scope, architecture and conditions informed during the contracting. For example, the use of more users than those informed in the quotation. <\/p>\n\n Service, platform, infrastructure, plugin, API, license, account, provider or component whose operation is not directly dependent on APROS, although it may be part of the customer’s digital ecosystem. Request related to tastes, aesthetic criteria, personal preferences or expectations not previously documented, not involving a breach of the approved scope or a defect attributable to APROS.<\/p>\n\n Customer preferences may result in adjustments, improvements or new requests, but do not in themselves constitute a defect covered by warranty.<\/p>\n\n Comment, suggestion or request identified during the review of a deliverable that may result in a correction, clarification, improvement or scope change.<\/p>\n\n The mere existence of an observation does not necessarily imply the existence of a defect covered by warranty.<\/p>\n\n Situation reported by the customer that affects or could affect the expected performance of a digital asset, deliverable or service.<\/p>\n\n Any incident will be evaluated by APROS to determine if it corresponds to warranty, support, third party dependency, evolutionary request or additional requirement.<\/p>\n\n A corrective measure implemented to reduce the impact of an issue while a definitive solution is being developed, validated or deployed.<\/p>\n\n The implementation of a temporary solution does not imply the automatic closure of the incident when a definitive correction is still pending.<\/p>\n\n Correction implemented to eliminate the identified cause of an issue or defect covered by warranty and restore the expected performance of the deliverable in accordance with the approved scope.<\/p>\n\n Use of the deliverable or service within the operating conditions, volume of use, architecture, infrastructure and purpose informed during contracting.<\/p>\n\n The warranty will be evaluated considering the reasonably foreseen use of the deliverable and the technical limitations existing at the time of its implementation.<\/p>\n\n An incident that reappears in whole or in part after having been previously corrected or closed.<\/p>\n\n Recurring incidents may be subject to root cause analysis and internal corrective actions aimed at preventing recurrence.<\/p>\n\n Condition, functionality, behavior or result expressly defined in the quotation, proposal, contract, project documentation or validation evidence, used to determine whether a deliverable meets the approved scope.<\/p>\n\n APROS will apply this policy in accordance with the following principles:<\/p>\n\n During the applicable warranty period, APROS will correct defects attributable to its work that prevent a deliverable from performing in accordance with the approved scope at no additional cost.<\/p>\n\n The correction may include, as appropriate:<\/p>\n\n The warranty covers the restitution of the expected performance of the deliverable. It does not automatically cover additional improvements, redesigns or extensions. <\/p>\n\n Unless a quotation expressly indicates a different condition, the following criteria shall apply:<\/p>\n\n A quotation may include an extended technical warranty of up to 6 months<\/strong> for non-obvious defects related to the original development performed by APROS.<\/p>\n\n This extended coverage must be expressly stated in the commercial proposal. It is not equivalent to permanent support, preventive maintenance or functional evolution. <\/p>\n\n In the services of digital accompaniment or monthly maintenance:<\/p>\n\n The client will have a period of 5 working days<\/strong> from the delivery of each milestone or deliverable to report visible observations related to the approved scope, unless the quotation establishes a different period.<\/p>\n\n When no comments are received within the deadline, APROS may consider the deliverable operationally closed to continue with the project, manage invoicing or initiate the next stage.<\/p>\n\n This operational closure:<\/p>\n\n The warranty does not cover the following cases, unless expressly contracted:<\/p>\n\n Where an external intervention affects only a portion of the digital asset, the exclusion shall be reasonably limited to the compromised components and shall not automatically invalidate the entire warranty.<\/p>\n\n APROS may provide support to diagnose, escalate or resolve these incidents when the contracted service includes it or when additional attention is approved.<\/p>\n\n The warranty does not imply a promise of absolute invulnerability against attacks, future vulnerabilities, malware, unauthorized access or third party incidents.<\/p>\n\n APROS shall be responsible for the correct application of the security measures expressly included in the approved scope and shall communicate the relevant risks detected during its intervention.<\/p>\n\n Unless expressly stated otherwise, APROS does not warrant:<\/p>\n\n APROS guarantees the correct execution of committed deliverables, not business results that depend on external factors or subsequent decisions by the client.<\/p>\n\n The warranty does not cover incidents caused by:<\/p>\n\n The customer must register the incident through the channel defined for the service, preferably APROS Hub, email or the agreed follow-up mechanism.<\/p>\n\n The application should include, where possible:<\/p>\n\n APROS will register the request, verify its relationship to the approved scope and determine if it is appropriate to be addressed as:<\/p>\n\n Liability is limited to the amount paid <\/p>\n\n APROS will confirm receipt of a warranty request within 1 business day<\/strong>.<\/p>\n\n The initial assessment and coverage classification will be communicated within a maximum of 5 working days<\/strong>, unless the criticality of the incident requires priority intervention or the diagnosis depends on pending access, information or validations from the client or third parties.<\/p>\n\n The resolution timeframe will depend on the complexity, level of impact, dependencies involved and the need to run tests before issuing a correction.<\/p>\n\n When a specific service level agreement is applicable, the times indicated in such agreement shall prevail.<\/p>\n\n Formal complaints that are subject to the Consumer Protection and Defense Code will be handled in accordance with the applicable legal deadline. The updated version of the Code establishes a maximum of 15 non-extendable business days to respond to consumer complaints. <\/p>\n\n When an incident is covered by warranty:<\/p>\n\n To facilitate proper care, the client should:<\/p>\n\n When APROS markets or manages hosting, domains, SaaS licenses or other services provided by third parties:<\/p>\n\n Each warranty application must retain, at a minimum:<\/p>\n\n In the event of a difference between documents, the following order of priority shall apply:<\/p>\n\nConcept<\/strong><\/td> What does it mean<\/strong><\/td><\/tr> Compliance<\/td> Validation that the deliverable corresponds to the approved scope.<\/td><\/tr> Warranty<\/td> Correction of defects attributable to work performed by APROS at no cost.<\/td><\/tr> Support<\/td> Attention to operational requests, incidents or queries according to the contracted service.<\/td><\/tr> Evolution<\/td> Changes, improvements or new needs that require estimation and prioritization.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n Legal criterion considered<\/strong><\/h2>\n\n
\n\nGeneral service and digital deliverables assurance policy<\/strong><\/h1>\n\n
1. Objective<\/strong><\/h2>\n\n
Scope of application<\/strong><\/h2>\n\n
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3. Definitions<\/strong><\/h2>\n\n
3.1. Deliverable<\/strong><\/h3>\n\n
3.2. Compliance<\/strong><\/h3>\n\n
3.3. Defect covered by warranty<\/strong><\/h3>\n\n
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3.4. Evolutionary application<\/strong><\/h3>\n\n
3.5. Dependence on third parties<\/strong><\/h3>\n\n
Examples<\/strong><\/h3>\n\n
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3.7. Observation<\/strong><\/h2>\n\n
3.8. Incidence<\/strong><\/h2>\n\n
3.10. Temporary solution<\/strong><\/h2>\n\n
3.11. Final solution<\/strong><\/h2>\n\n
3.12. Reasonable use<\/strong><\/h2>\n\n
3.13. Recurrent incidence<\/strong><\/h2>\n\n
3.14. Acceptance criteria<\/strong><\/h2>\n\n
4. Principles of the guarantee<\/strong><\/h2>\n\n
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5. General Coverage<\/strong><\/h2>\n\n
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6. Warranty periods according to the type of service<\/strong><\/h2>\n\n
Type of service or deliverable<\/strong><\/td> Standard warranty period<\/strong><\/td> Beginning of the period<\/strong><\/td><\/tr> Website, ecommerce, custom software or developed functionality<\/td> 30 calendar days<\/td> From the delivery or publication of the deliverable<\/td><\/tr> Automation or integration<\/td> 30 calendar days<\/td> From start-up or validation<\/td><\/tr> Correction executed through hourly support<\/td> 30 calendar days<\/td> From the documented closing of the application<\/td><\/tr> Adjustment or improvement carried out within a monthly monitoring period<\/td> 30 calendar days<\/td> From the documented closing of the application<\/td><\/tr> UX\/UI Design<\/td> Until approval of the corresponding phase<\/td> According to the milestones and review rounds indicated in the quotation<\/td><\/tr> Auditing, consulting, reporting or dashboard<\/td> 30 calendar days for material errors<\/td> From document delivery or board access<\/td><\/tr> Hosting, domain, SaaS license or subleased platform<\/td> According to the terms and conditions of the respective supplier<\/td> Depending on contracting or renewal<\/td><\/tr><\/tbody><\/table><\/figure>\n\n 6.1. Extended technical warranty<\/strong><\/h3>\n\n
6.2. Recurring services<\/strong><\/h3>\n\n
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7. Review and compliance period<\/strong><\/h2>\n\n
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8. Warranty Exclusions<\/strong><\/h2>\n\n
8.1. Changes in scope<\/strong><\/h3>\n\n
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8.2. External interventions<\/strong><\/h3>\n\n
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8.3. Third-party dependencies<\/strong><\/h3>\n\n
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8.4. Computer security<\/strong><\/h3>\n\n
8.5. Commercial or positioning results<\/strong><\/h3>\n\n
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8.6. Customer misuse or noncompliance<\/strong><\/h3>\n\n
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9. Procedure for requesting the guarantee<\/strong><\/h2>\n\n
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10. Deadlines for attention<\/strong><\/h2>\n\n
Criticality<\/strong><\/td> Example<\/strong><\/td> Response time<\/strong><\/td><\/tr> Critique<\/td> Ecommerce down<\/td> 4 working hours<\/td><\/tr> High<\/td> Forms not working<\/td> 1 business day<\/td><\/tr> Media<\/td> Major visual error<\/td> 3 working days<\/td><\/tr> Download<\/td> Minor adjustments<\/td> 5 working days<\/td><\/tr><\/tbody><\/table><\/figure>\n\n 11. Effects of a correction<\/strong><\/h2>\n\n
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12. Customer Responsibilities<\/strong><\/h2>\n\n
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13. Subleased services<\/strong><\/h2>\n\n
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14. Registration and traceability<\/strong><\/h2>\n\n
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15. Prevalence of documents<\/strong><\/h2>\n\n