Standards · Operating commitments · in writing
Operating standards.
Eight written commitments for how Dwize carries a Care Year. This page is the public ledger — what we promise, what the buyer can expect, and how issues move through the system.
Dwize office · Bikaner
Mon–Sat · 10:00–19:00 IST
A live indicator for the published office hours (Mon–Sat · 10:00–19:00 IST) — not a service-uptime meter. Requests travel the agreed WhatsApp and email path.
- Covenants
- 8
- Layers
- 6
- Incident steps
- 5
Jantar Mantar, Jaipur Photo: Jakub Hałun · CC BY-SA 4.0
Honest framing
This is not a real-time dashboard.
Some vendors publish a status.example.com page with colour-coded bars that look official but say little about a specific buyer’s business outcome.
We do not publish that page. What we publish here is the eight written covenants of the Dwize Care Year and the way buyer requests, updates, incidents, renewal, and handover move. Account-specific operating notes belong in the monthly status email — not on a marketing page.
- Covenant 02
- ≤ 2 business days Receipt to live for an in-scope update
- Covenant 05
- ≥ 1 check-in per month Even when the buyer is silent
- Incident path
- 7 days Written postmortem after an incident is resolved
- Covenant 08
- 100% before Day 365 Offboard artifacts shipped if not renewing
Thresholds at a glance — each is stated in full on the ledger below.
The Care Year covenants
Eight commitments. Each measured.
Every line below reads the same way: what is measured, the threshold that counts as met, and what Dwize does if it is missed.
- 01
Before renewal
Written renewal
Renewal price, scope, and terms are written before the next Care Year decision.
- Measure
- Renewal preview shared
- Threshold
- Written before decision
- If missed
- Scope clarified before payment
- 02
Per request
Two-day update
Any in-scope content update is live within 2 business days of receipt.
- Measure
- Receipt timestamp → live timestamp
- Threshold
- ≤ 2 business days
- If missed
- Dwize records and resolves the miss in writing
- 03
Per inquiry
Clear response path
Every Care Year has the agreed WhatsApp and email path for requests, questions, and escalation.
- Measure
- Request path documented in the Care Year record
- Threshold
- Path active
- If missed
- Escalation path refreshed in writing if it becomes unclear
- 04
Per Care Year
Dedicated Dwize team
Every Care Year has a Dwize team responsible for the response, update, and continuity standard.
- Measure
- Delivery lead recorded internally
- Threshold
- Internal lead assigned
- If missed
- Re-assignment with 7 days notice; never silent
- 05
Monthly
Monthly check-in
Even when the buyer is silent, Dwize reaches out at least once per month.
- Measure
- Outbound check-in count per Care Year per month
- Threshold
- ≥ 1
- If missed
- Tracked; consistent miss escalates to delivery review
- 06
Monthly
Managed continuity
Dwize monitors the delivered surface, applies maintenance, and responds to service issues through the agreed Care Year path.
- Measure
- Maintenance and issue-response record
- Threshold
- Care path active
- If missed
- Issue reviewed and recorded in the monthly check-in
- 07
Once, first 30 days
Honest 30-day review
If the fit is wrong in the first 30 days, the exit path is handled in writing.
- Measure
- Fit concern received → written response
- Threshold
- Clear next step
- If missed
- Offboard path documented when needed
- 08
Year-end if not renewing
No-lock-in handover
Content, data, DNS instructions, deployment guidance, and agreed export artifacts ship at year-end if not renewing.
- Measure
- Offboard artifacts shipped before expiry
- Threshold
- 100% before Day 365
- If missed
- Written handover plan if timing changes
Operating layers
What Dwize keeps under care.
The buyer should not need to know our internal toolchain to trust the result. Dwize carries the public web surface, commerce flow, domain coordination, app-store path, payment rails, and monthly operating rhythm.
- Fast delivery
- Performance-first public pages Pages are built for quick loading across Indian mobile and broadband conditions.
- Static web surface
- Pre-rendered HTML/CSS/JS where the product shape allows it No PHP maintenance burden, no fragile admin dashboard, no plugin ecosystem.
- Commerce backbone
- Managed commerce operating path Catalog, payments, order handoff, and GST-ready workflows are planned as one maintained path.
- Domain + DNS
- Buyer-owned domain with Dwize-managed records Your domain. Your DNS. We hold neither in a way you cannot leave.
- Native apps
- iOS + Android compiled per platform Distributed via App Store + Play Store. Buyer owns the developer accounts.
- Payments
- Razorpay (India) · Stripe / PayPal optional Indian rails first. International rails as bolt-on for the small fraction of orders that need them.
When something breaks
The incident path is in writing too.
-
01
Detect
A service issue is found through monitoring, buyer report, or Dwize review.
-
02
Acknowledge
Dwize confirms receipt through the agreed WhatsApp or email path and records the issue for the Care Year.
-
03
Restore
Restoration follows the product path: rollback, configuration repair, content correction, or provider coordination where needed.
-
04
Postmortem in writing
Within 7 days of resolution, Dwize sends a written postmortem: what failed, what fixed it, what changed to prevent recurrence. No fluff, no marketing language.
Within 7 days of resolution -
05
Record the lesson
The issue is recorded in the monthly check-in with what changed and what remains open.
Photo: NOIRLab/NSF/AURA/T. Slovinský · CC BY 4.0
Dashboards are vendor language. Contracts are buyer language.
What you actually buy is the contract. The state of any given month lives in the monthly check-in, not in marketing colour-bars.
