Delivery & Service Policy
For Crimson Castle SaaS Platform
1. Service Delivery Model
Crimson Castle operates as a Software-as-a-Service (SaaS) platform delivering comprehensive restaurant management and order fulfillment solutions entirely through cloud-based infrastructure. Merchants access all features and functionalities through web and mobile applications without requiring local installation or maintenance.
2. Subscription-Based Access
Access to Crimson Castle's full suite of features requires an active subscription. Merchants subscribe to access:
- Live order management and tracking
- Manual order creation and processing
- Inventory management system
- Analytics and reporting dashboard
- Delivery charge configuration (fixed rates and area-based pricing)
- Category and item management
- Account and settings management
- Customer support and technical assistance
3. Cloud-Based Delivery
The platform is delivered entirely through cloud infrastructure, ensuring:
- 24/7 availability from any device with internet access
- Automatic updates and feature releases without merchant intervention
- Real-time data synchronization across all merchant devices
- Secure cloud storage for all business data and customer information
- No local server installation or maintenance required
4. Service Availability & Uptime
Crimson Castle commits to maintaining a 99.5% uptime guarantee for the platform. This ensures consistent access to critical business functions. Scheduled maintenance windows will be communicated in advance whenever possible. During service outages or degraded performance, merchants will receive priority support and may be eligible for service credits based on the terms of their subscription agreement.
5. Automatic Updates & Feature Releases
As a SaaS platform, Crimson Castle regularly releases updates, feature enhancements, and security patches. These updates are deployed automatically to all merchants at no additional cost. Merchants are notified of significant feature releases and can access release notes through their dashboard. Updates do not require merchant action or local installation.
6. Subscription Tiers & Billing
Different subscription tiers may be available offering varying feature levels and support prioritization. Billing is processed monthly or annually based on merchant preference. Subscription charges are clearly outlined during the signup process. Any changes to pricing will be communicated at least 30 days in advance for existing merchants.
7. Technical Support & Onboarding
Merchant subscriptions include technical support and onboarding assistance. Support is provided through:
- Email support at support@crimsoncastle.biz
- Phone support at +92 (334)-820-4806
- In-app help documentation and tutorials
- Business hours: Monday - Friday, 9 AM - 6 PM (PKT)
Support response times vary based on subscription tier and issue severity.
8. Data Backup & Security
Crimson Castle maintains automatic daily backups of all merchant data on secure cloud servers. Merchants can access historical data and reports at any time. In the event of data loss, Crimson Castle will recover merchant data from backups at no additional cost. All data is encrypted in transit and at rest, meeting industry security standards.
9. Feature Availability & Deprecation
While Crimson Castle regularly enhances and updates its feature set, certain features may be deprecated or modified. If core features are removed, merchants will be notified at least 60 days in advance with alternative solutions provided. Critical features essential to platform operation will remain available for the duration of an active subscription.
10. Service Termination & Data Recovery
Upon subscription cancellation, merchants retain access to their account data for 30 days to allow for data export and migration. After 30 days, all data is permanently deleted from Crimson Castle servers. Merchants are responsible for backing up their business data before cancellation. Crimson Castle can terminate service for merchants in violation of our Terms & Conditions, with written notice provided.
11. API & Integration Availability
API access for integrations may be available to merchants on premium subscription tiers. APIs are subject to rate limiting and usage policies to ensure platform stability. Crimson Castle reserves the right to modify or deprecate APIs with 90 days' notice to merchants using them.
12. Contact Information
Email: support@crimsoncastle.biz
Phone: +92 (334)-820-4806
Hours: Monday - Friday, 9 AM - 6 PM (PKT)