Delivery & Fulfillment

1. Nature of Our Services

DXBMARK LLC ("DXBMARK," "we," "us," or "our") is a technology and professional services company that provides digital solutions, including:

Custom software development and coding
SaaS platform development and hosting
Website and web application development
Managed cloud hosting and infrastructure
Automation systems and integrations
IT services and technical consulting
Maintenance and ongoing support
Technical support and advisory services

DXBMARK does not sell or ship physical goods. All services and deliverables are provided digitally through online methods. There are no physical shipments, tracking numbers, customs fees, or physical delivery timelines associated with DXBMARK services.

DXBMARK delivers services remotely unless otherwise agreed in writing. All communication, support, updates, and service delivery take place through digital channels and remote access methods.

2. Delivery Methods

Depending on the service purchased, subscription plan, or engagement type, delivery may take place through one or more of the following methods:

Email communication — Documentation, updates, confirmations, and deliverables sent via email
Shared project documents — Files, specifications, documentation, or deliverables shared through cloud storage or collaboration tools
Cloud-based access — Direct access to platforms, dashboards, or systems through web browsers or applications
Website or application deployment — Live hosting on production servers or staging environments
Staging or production environment access — Access credentials and login details for testing or live environments
Admin dashboard or control panel access — Administrative credentials and documentation for managing delivered systems
Source code repository access — Access to code repositories (GitHub, GitLab, etc.) containing project code and technical materials
Technical documentation — Written guides, API documentation, architecture diagrams, and system specifications
Support tickets or scheduled communication — Ongoing support delivered through ticketing systems or scheduled support sessions
Deployment and configuration — Direct setup and configuration of systems on customer infrastructure or third-party platforms

The specific delivery method will be determined by the service type, project scope, invoice terms, subscription plan, statement of work, or written agreement between DXBMARK and the customer.

3. Project-Based Services

3.1 Delivery Timelines

For custom development, website development, automation, setup, migration, consulting, implementation work, or other project-based services, delivery timelines are established and agreed upon before work begins.

Timelines may be stated in one or more of the following documents:

Project proposal
Invoice or order confirmation
Statement of work
Email confirmation
Service agreement or contract
Project plan or milestone schedule

3.2 Customer Responsibilities and Dependencies

Timely delivery depends on the customer providing required information, materials, and access. The customer is responsible for:

Providing project requirements, content, and materials on schedule
Granting necessary account access, API credentials, hosting access, DNS management access, or third-party platform access
Approving deliverables, designs, specifications, or configurations within agreed timeframes
Providing technical feedback and decision-making without undue delay
Ensuring their team members and stakeholders are available for communication and approvals
Supplying any customer-provided data, databases, or integrations needed for the project

3.3 Timeline Adjustments

If required information, approvals, materials, access, or customer participation are delayed:

DXBMARK may adjust delivery timelines accordingly
DXBMARK will communicate revised timelines in writing
Customers are responsible for any delays caused by their own actions or delays in providing required materials
DXBMARK is not liable for delays caused by customer-side issues, third-party platform delays, or circumstances beyond DXBMARK's control

3.4 Acceptance of Deliverables

A project deliverable is considered delivered when:

DXBMARK provides the customer with access to the completed work
Files or documentation are sent or made available to the customer
Work is deployed to an agreed-upon environment (staging, production, or customer infrastructure)
Technical documentation or implementation guides are provided
Completion is confirmed by DXBMARK via email or ticket notification

3.5 Review and Revision Period

If the customer believes a deliverable does not match the agreed scope or has issues:

The customer must notify DXBMARK in writing within seven (7) calendar days of delivery
The notification must include clear and specific details about the discrepancy or issue
DXBMARK will review the concern and respond within a reasonable timeframe
Issues must be within the agreed scope specified in the proposal or statement of work

3.6 Out-of-Scope Revisions

Requests for changes, revisions, or additions that fall outside the agreed project scope:

May require a new proposal and additional fees
May extend the delivery timeline
Will be quoted separately and require written approval before work begins
Are not included in the original project agreement unless expressly stated

4. Recurring Services and Subscriptions

4.1 Service Activation

For recurring services such as managed hosting, SaaS subscriptions, maintenance contracts, technical support plans, and ongoing IT services:

Service delivery and access begin after payment is confirmed
Onboarding and setup requirements must be completed before full service begins
Customers will receive access credentials, documentation, and setup instructions via email
Support and service levels begin on the service start date

4.2 Billing and Renewal

Recurring services are billed according to the schedule specified:

Monthly billing cycles
Annual billing cycles
Custom billing periods as agreed
Billing dates and renewal terms are shown on the invoice or subscription agreement
Services continue to be delivered for the duration of the paid period

4.3 Access and Availability

Recurring services are typically available 24/7, subject to any service level agreement or plan limitations
Temporary service interruptions may occur for maintenance, updates, or security reasons
DXBMARK will provide notice of planned maintenance where possible
Service availability and uptime guarantees are specified in the relevant service plan or written agreement

5. Hosting, Maintenance, and Support Services

5.1 Service Delivery Method

Managed hosting, maintenance, support, and IT services are delivered remotely. These services may include:

Server setup, configuration, and deployment
Continuous monitoring and alerting
System updates and security patches
Troubleshooting and incident response
Backup creation and recovery assistance
Security assessments and hardening
Performance optimization
Technical assistance and guidance
On-demand support through tickets or scheduled sessions

Hosting, domain, DNS, CDN, deployment, VPS, and infrastructure services may be provided directly by DXBMARK, through DXBMARK-managed infrastructure, through customer-owned accounts, or through strategic infrastructure partners and third-party providers such as MWHEBA LTD / MWHEBA Creative Agency, Cloudflare, Vercel, domain registrars, hosting providers, or cloud infrastructure providers, depending on the written agreement.

DXBMARK is responsible only for hosting, domain, DNS, CDN, deployment, infrastructure, maintenance, or support services that DXBMARK expressly agrees to manage in writing. If the customer owns, controls, or independently purchases hosting, domains, servers, DNS, email, CDN, or infrastructure services from another provider, DXBMARK is not responsible for uptime, renewal, maintenance, security, backups, suspension, provider billing, access loss, provider outages, or provider policy changes unless expressly agreed in writing.

5.2 Service Scope and Availability

Service scope, response times, and support hours depend on the selected plan or written service agreement
Standard support is typically available during business hours
Premium or SLA-based support may offer extended or 24/7 availability
Specific service levels are detailed in the applicable service plan or agreement
DXBMARK will communicate expected response times and support scope when the service begins

5.3 Ongoing Communication

Updates, alerts, and incident notifications are delivered via email or through support dashboards
Customers may be contacted for information needed to resolve issues or complete maintenance
Scheduled maintenance will be communicated in advance where possible
Critical security issues will be communicated promptly

6. SaaS Platforms and Cloud-Based Services

6.1 Service Delivery

SaaS platforms and cloud-based services are delivered through:

Web-based dashboards and interfaces accessible through browsers
Mobile applications where available
API access for integrations
Email support and communication
In-app notifications and updates

6.2 Account Access

Customer accounts are activated after payment confirmation
Access credentials and login information are provided via email
Customers are responsible for securing and not sharing account credentials
Account customization and data setup may require customer action
Technical guidance and documentation are provided to assist with setup

6.3 Service Updates and Maintenance

SaaS services may receive updates, new features, security patches, or maintenance
Major updates will be communicated to customers
Planned maintenance may temporarily affect availability and will be scheduled outside peak hours where possible
DXBMARK will notify customers of maintenance windows in advance

7. Revisions and Changes

7.1 Included Revisions

The number of included revisions, rounds of feedback, or change requests is specified in:

The project proposal
The invoice or order confirmation
The statement of work
The service agreement

Included revisions are part of the agreed scope and do not incur additional charges.

7.2 Additional Revisions

Requests for revisions or changes beyond what is included in the agreement:

May require a new quote or change order
May incur additional fees
May extend the delivery timeline
Must be approved in writing by DXBMARK before work begins
Will be clearly outlined as out-of-scope work

7.3 Change Management

For ongoing or long-term engagements, significant changes or scope expansion:

Should be documented in writing
May require a revised proposal or addendum
May affect pricing, timelines, or resource allocation
Customers should contact support@dxbmark.com to discuss changes

8. Digital Delivery and File Formats

8.1 File Access and Handover

Upon completion of work, customers receive access to:

Completed files in agreed formats (source code, documents, designs, etc.)
Technical documentation and guides
Configuration details and setup instructions
Administrator credentials where applicable
API keys, access tokens, or connection details where relevant

8.2 File Retention

DXBMARK may retain copies of project files for backup, compliance, or dispute resolution purposes
Customers are responsible for maintaining their own backups
Upon project completion and full payment, customers should download or back up all necessary files
After a service ends, DXBMARK provides a reasonable export or download period (typically 30 days) before data is deleted

Backup frequency, retention period, restoration availability, restoration time, and restoration cost depend on the applicable service plan, hosting environment, written agreement, and third-party infrastructure provider.

DXBMARK does not guarantee full recovery of data that has been intentionally deleted, maliciously altered, corrupted, overwritten, or removed outside the available backup retention window. Restoration is generally limited to the most recent available valid backup or the backup period stated in the applicable agreement.

8.3 File Formats

Deliverables are provided in formats specified in the agreement or industry-standard formats
If a specific format is required that differs from the standard, this should be discussed before work begins
Conversion to alternative formats may require additional time or fees

9. No Physical Shipping

DXBMARK LLC does not manufacture, package, or ship physical products or goods.

The following do not apply to DXBMARK services:

Physical shipping addresses or delivery addresses
Shipping timelines or estimated delivery dates based on postal services
Tracking numbers from shipping carriers
Customs fees, duties, or international shipping costs
Damage claims related to physical shipment
Return shipping or physical product exchanges

All DXBMARK services are digital and are delivered through online methods.

10. International Delivery

10.1 Regional Availability

DXBMARK services are available globally to customers in most countries and regions. However:

Some services may have regional restrictions due to legal requirements or provider limitations
Third-party services used by DXBMARK may have their own geographic restrictions
Customers should verify service availability in their region before purchasing

10.2 Regional Data Processing

Personal data may be processed and stored in the United States and other countries where DXBMARK or its providers operate
Data transfer and processing are subject to applicable data protection laws and our Privacy Policy
Customers are responsible for ensuring that their use of DXBMARK services complies with applicable local data protection laws, unless otherwise agreed in writing

10.3 Pricing and Currencies

Prices are quoted in USD (United States Dollars) unless otherwise stated
Customers are responsible for currency conversion and exchange rate differences
Payment processing fees, bank charges, and conversion fees are the customer's responsibility
Regional taxes or VAT are calculated based on customer location where required by law

11. Service Level Agreements (SLAs)

11.1 SLA Applicability

Service level commitments (uptime guarantees, response times, etc.) apply only when:

Specifically stated in a written service level agreement
Included in the customer's subscription plan or service tier
Documented in the relevant proposal or invoice

11.2 No Implied SLAs

Without a specific written SLA:

DXBMARK makes no guarantee regarding uptime percentage
Response times are best-effort only
Service availability is not guaranteed at specific times
DXBMARK is not liable for service interruptions or unavailability

Detailed support scope, response targets, maintenance coverage, uptime commitments, update rules, included support, excluded support, emergency support, third-party provider responsibilities, and post-delivery support terms are governed by the SLA / Support Policy and any applicable written service plan or agreement.

No 24/7 support, unlimited updates, uptime guarantee, emergency recovery, free bug fixing, free content updates, or free third-party issue resolution is included unless expressly stated in the applicable package, proposal, invoice, SLA, support plan, or written agreement.

11.3 Planned Maintenance

Planned maintenance, updates, or service improvements may cause temporary unavailability. DXBMARK will:

Provide advance notice where possible
Schedule maintenance outside peak hours where practical
Complete maintenance as quickly as possible
Notify customers of completion

12. Payment Confirmation and Service Activation

DXBMARK is not required to begin work, activate services, release final deliverables, or provide access to completed projects until:

The agreed payment, deposit, or subscription fee has been received and cleared
Payment is confirmed in DXBMARK's banking system
Any outstanding balances from previous work are fully paid

This applies to:

Project work and custom development
SaaS subscriptions and recurring services
Hosting and managed services
Maintenance and support plans
Any other chargeable services

Service activation and work commencement may be delayed if payment is pending or has not cleared. DXBMARK will notify customers of payment receipt and service activation timelines.

13. Delays and Force Majeure

13.1 Causes Beyond DXBMARK's Control

DXBMARK is not responsible for delays caused by:

Third-party service provider outages or delays (hosting providers, payment processors, APIs, etc.)
Network or connectivity issues beyond DXBMARK's control
Customer-side technical issues or infrastructure problems
Customer delays in providing required information, approvals, or access
Natural disasters, pandemics, or other force majeure events
Government actions or legal requirements
Software dependencies or libraries with licensing or availability issues

13.2 Communication During Delays

DXBMARK will:

Notify customers of known delays promptly
Provide revised timelines where possible
Communicate about the status of work or service restoration
Work to minimize delays and restore service as quickly as possible

13.3 Liability for Delays

DXBMARK's liability for delays is limited as stated in the Terms of Service and applicable agreements. Customers should refer to those documents for details on liability limitations.

14. Quality Assurance and Testing

14.1 QA Process

Services are delivered with reasonable quality assurance practices, including:

Testing in development or staging environments
Code review and validation
Configuration verification
Security checks where included in the service
Documentation review

14.2 Production Deployment

Upon deployment to production (live environments):

DXBMARK provides technical documentation and deployment instructions
Customers are responsible for conducting their own acceptance testing
Customers should verify that deliverables work in their environment
Issues discovered after deployment should be reported to support@dxbmark.com with detailed information

14.3 Support for Issues

Issues discovered within the agreed review period (typically 7 days) that fall within the agreed scope will be addressed
Issues discovered after the review period may be subject to support fees or maintenance agreements
Issues caused by customer modifications, environment changes, or incompatible configurations may require separate support fees

15. Third-Party Dependencies

15.1 Third-Party Services

DXBMARK services may depend on third-party services including:

Hosting providers and cloud platforms
Payment processors
Email providers
Authentication services
APIs and integrations
Development frameworks and libraries

15.2 Third-Party Availability

DXBMARK is not responsible for third-party service outages or unavailability
Third-party services have their own terms, uptime commitments, and support
Customers should review third-party provider terms where relevant
DXBMARK will communicate known third-party issues that affect service delivery

15.3 Escalation

For issues involving third-party services:

DXBMARK will work with the third-party provider on the customer's behalf
DXBMARK will communicate known issues and status
Customers may also contact third-party providers directly
Resolution timeframes depend on third-party provider response times

16. Cancellation and Service Termination

16.1 Cancellation Process

For subscription services or recurring deliveries:

Customers may cancel by submitting a cancellation request to support@dxbmark.com
Cancellation will take effect as specified in the applicable terms or at the end of the current billing period
See the Refund and Cancellation Policy for details on refunds and final deliverables

16.2 Data and Access After Termination

Upon cancellation, customers have a reasonable period (typically 30 days) to export or back up their data
After the export period, DXBMARK may delete customer data and terminate access
Customers are responsible for ensuring they have completed backups before access is removed
See the Refund and Cancellation Policy for data export and retention details

16.3 Outstanding Work

DXBMARK will not deliver additional work or services until outstanding payments are received
Final deliverables may be withheld until all fees are paid in full

17. Contact and Support

17.1 Delivery and Fulfillment Issues

For issues related to delivery, access, file delivery, deployment, or service activation:

Email: support@dxbmark.com Website: https://www.dxbmark.com

17.2 Support Hours and Response Times

Standard support is available Monday to Friday, excluding public holidays, during the support hours stated in the applicable service plan or agreement
Response times depend on the service plan or written agreement
Urgent issues should be flagged in the support request
See the applicable service agreement or Terms of Service for specific support SLAs

17.3 Documentation and Resources

Technical documentation and setup guides are available via email or digital resources
Customers can request additional documentation or clarification on delivery methods
Onboarding assistance is provided for new services

18. Updates to This Policy

DXBMARK may update this Delivery and Fulfillment Policy at any time to reflect changes in:

Service offerings and delivery methods
Technology and platforms used
Business practices and procedures
Legal and regulatory requirements

Material updates will be published at https://www.dxbmark.com/legal/delivery-and-fulfillment-policy with an updated "Last Updated" date. Continued use of DXBMARK services after updates constitutes acceptance of the updated policy.

19. Relationship to Other Agreements

This Delivery and Fulfillment Policy is incorporated into and forms part of DXBMARK's overall service terms. In case of conflict with the Terms of Service or a specific written agreement:

The specific written agreement (proposal, statement of work, service agreement) takes precedence for delivery timelines, methods, and specific deliverables
The Terms of Service govern general service conditions, liability, and other terms
This policy provides general guidance on delivery practices for DXBMARK services

20. Mandatory Rights Preserved

This policy does not override any mandatory consumer protection rights, data protection rights, or service delivery rights that you may have under applicable law in your jurisdiction. Where local law provides greater protection regarding service delivery or digital goods, those rights are preserved.

21. Contact Information

Support & Delivery Issues: support@dxbmark.com Legal Enquiries: legal@dxbmark.com Billing: accounts@dxbmark.com Website: https://www.dxbmark.com

End of Delivery and Fulfillment Policy