Warranties
& Policies
& Policies
We stand behind what we build
Warranty Procedure
To initiate a warranty claim, email our support team at support@paragon9.com. Include a description of the issue, steps to reproduce, and the affected project name. Our team will assess coverage and communicate a resolution path within two business days.
90-Day Bug Warranty
All projects developed solely by Paragon9 include a 90-day bug warranty beginning on the date of project launch into a production environment, or 120 days after delivery, whichever comes first. This warranty covers defects and functional failures attributable to code written by Paragon9 and does not extend to:
- Issues arising from client modifications to delivered code
- Third-party integrations, APIs, or plugins not developed by Paragon9
- Infrastructure, hosting, or environments managed by the client
- Feature requests or changes outside the original project scope
Extended Warranty & Support Plans — Post-warranty support retainers and extended coverage packages are available. Contact info@paragon9.com for details.
Managed Services & SLA
Clients on a managed services agreement can expect coverage similar to the following service levels, depending upon the level of their needs and agreement:
| Priority | Response Time | Scope |
|---|---|---|
| Critical (site/service down) | 4 business hours | Infrastructure, hosting, application errors |
| High (major feature broken) | 1 business day | Core functionality issues |
| Standard (minor issues, requests) | 3 business days | Non-critical bugs, content updates |
SLA commitments apply during normal business hours (Mon–Fri, 9am–5pm CT) unless an after-hours plan is in place. Paragon9 targets 99.9% uptime for infrastructure we directly manage.
Intellectual Property
Upon receipt of final payment, the client receives full ownership of all custom code, designs, and content created by Paragon9 for that project. Paragon9 retains the right to display the work in its portfolio unless the client requests otherwise in writing.
Third-party libraries, frameworks, and licensed assets incorporated into a project remain subject to their respective licenses. Where a third-party product requires a separate license for production use — such as stock imagery, premium plugins, fonts, or server-side tools — Paragon9 will obtain written client approval before incorporating it. Clients may be responsible for purchasing applicable third-party licenses as costs separate from Paragon9’s development fees. A full list of third-party dependencies will be provided at project launch.
Payment Terms
- Custom development projects require a deposit (typically 25–50% of project value) before work begins, with the remaining balance due upon delivery or per milestones defined in the project agreement.
- Managed services are billed monthly in advance on the agreement start date.
- Invoices are due upon receipt unless otherwise specified. Overdue invoices accrue a 1.5% monthly late fee.
- Paragon9 reserves the right to pause work on accounts with outstanding balances past 30 days.
Scope & Change Orders
Project scope is defined in the signed proposal or Statement of Work. Requests for features or changes outside the original scope will be handled as change orders, with estimated cost and timeline provided before work proceeds. Paragon9 will not perform out-of-scope work without written approval.
Agreement Terms
- Initial Term & Renewal
- Services begin per the applicable agreement. Managed services agreements automatically renew on a month-to-month basis with automatic billing unless cancelled in advance.
- Termination
- Either party may terminate services with 30 days' written notice. In cases of material breach, the breaching party has 30 days to cure after receiving written notice. Paragon9 reserves the right to terminate immediately in cases of non-payment past 30 days or client insolvency.
- Early Termination
- Clients who terminate a fixed-term agreement early remain responsible for fees through the end of the contracted term, or a negotiated early-termination settlement.
Refund Policy
- Custom development: Deposits are non-refundable once work has commenced. Payments for completed milestones are non-refundable.
- Managed services: Clients may cancel with 30 days' notice. Pre-paid fees for full months remaining after the effective cancellation date will be refunded, minus any one-time setup fees.
- Refund requests must be submitted to info@paragon9.com within 30 days of the charge in question.
