Service Delivery Policy

VBE – A GD Visva Vinc ZX Private Limited Company

Effective Date: 29 May 2024

Reviewed Annually

1. Introduction

At VBE, we are committed to delivering world-class IT solutions and services that meet the diverse needs of our clients both in India and across the globe. Our Service Delivery Policy outlines the standards, procedures, and commitments we follow to ensure reliable, efficient, and scalable services for domestic and international clients.

2. Scope

This policy applies to all VBE service offerings, including but not limited to:

• Software Development
• IT Consulting
• Cloud Solutions
• AI and Data Analytics
• Web and Mobile Application Development
• Cybersecurity Solutions
• Technical Support and Maintenance

3. Service Delivery Principles

3.1 Client-Centric Approach

We customize our solutions based on the specific requirements, time zones, and regulatory environments of our clients.

3.2 Global Standards Compliance

All services adhere to globally accepted best practices and standards such as ISO, GDPR, HIPAA (where applicable), and other relevant compliance frameworks.

3.3 Seamless Communication

We maintain clear, transparent, and continuous communication with clients via dedicated account managers and multi-channel support including email, video calls, and collaboration platforms.

3.4 Time Zone Support

Our delivery model includes flexible shift planning and nearshore/offshore hybrid teams to provide timely support across different geographies.

4. Domestic & International Client Engagement Models

4.1 Domestic Clients (India)

Local project management teams

• Compliance with Indian laws and regulations
• Support in local languages (as required)
• Competitive pricing models

4.2 International Clients

• Dedicated international delivery teams
• Adherence to client-country compliance and data protection laws
• Scalable engagement models (Fixed Price, T&M, Dedicated Teams)
• Currency-agnostic invoicing and global payment gateways

5. Service Level Agreements (SLAs)

We define clear SLAs with all clients, which include:

• Uptime guarantees
• Response and resolution times
• Escalation matrix
• Performance and delivery metrics

6. Data Privacy & Security

We enforce strong data governance policies including:

• End-to-end encryption
• Role-based access control
• Regular audits and vulnerability assessments
• Client-specific data hosting preferences (onshore/offshore)

7. Quality Assurance

Every project undergoes a comprehensive QA process with continuous testing, client demos, and feedback loops. We follow Agile, DevOps, or traditional Waterfall models depending on project needs.

8. Continuous Improvement

Feedback is regularly collected from clients to enhance service delivery. Internal teams undergo regular training and skill development aligned with emerging technologies.

9. Dispute Resolution

We aim for amicable and transparent resolution of disputes. In case of conflict, applicable laws of the client’s jurisdiction (or as per contract terms) shall prevail, with arbitration clauses defined in agreements.

10. Contact & Support

Clients may contact our support desk at:

📧 contact@vbe.solutions

🌐 https://www.vbe.solutions

📞 +917004104322, +91 8896177742