Service Category Guide

Service Category Guide

Overview

Requests raised outside your Onboarding/Renewal scope or your 45-day Hypercare window are handled as Professional Services. Every such request is assessed against the guidelines below and assigned to one of five categories, based on the effort and complexity involved. This keeps things simple: you always know what a request involves, who's working on it, and what it will cost before it's delivered.

Categories At A Glance

Category
Effort
Price
Team Involved
Self Serve
Up to 6 hours
Complimentary — always included, no charge
Implementation Specialist
Moderate
Up to 12 hours
₹5,000
Implementation Specialist + Technical Consultant
Complex – L1
Up to 24 hours
₹10,000
+ Solutions Architect
Complex – L2
Up to 36 hours
₹15,000
+ Customer Success
Custom Work
Beyond 36 hours
Scope-based — quoted after assessment
+ Quality Assurance

As requests grow in scope and complexity, more specialists are brought in to deliver them — so you always have the right expertise on a request, regardless of its size.

What Falls Into Each Category

Self Serve (complimentary, always) Minor text or content edits (up to 5 changes), 1–3 new fields, simple show/hide logic (1–3 rules), a single dashboard banner or config update, static fee logic updates, minor layout tweaks to a widget or page, and up to 3 slot/date/time booking updates.

Moderate — ₹5,000 Content updates (6–15 changes), field additions with mapping (4–10 fields), conditional logic (4–10 rules), multiple dashboard banners (2–5) or config updates, dynamic fee logic updates (up to 10), creating a standard form or 2–3 widgets, creating a standard page, fee rule creation (2–10 rules), scorecard field changes (4–8) with new sections, slot booking changes (up to 10), and multiple styling changes to a widget or page.

Complex – L1 — ₹10,000 Major content updates (16–30 changes), field architecture changes (11–25 fields), advanced branching logic (11–25 flows), campaign banner configuration (6–10), full dashboard configuration (6–10 changes), dynamic fee logic updates (up to 20), a custom application PDF, a custom form with logic and multiple steps, a bulk widget build (4–10 widgets), major layout restructuring or page creation (up to 5 sections), fee rule combinations (11–30), scorecard creation or redesign, and multi-location or bulk slot updates.

Complex – L2 — ₹15,000 Multi-form standardisation (30+ forms), full field architecture redesign, an advanced logic engine (25+ rules), multi-page banner rollout (10+), full dashboard setup (10+ changes), fee engine redesign (20+ changes), a custom form with full use-case mapping, bulk widget rollout (10+ widgets), multi-page content revamp (30+ pages), full campaign creative revamp, full page or site redesign (including custom HTML pages), pricing engine redesign (30+ rules), and end-to-end VPA ecosystem redesign.\

Custom Work — scope-based For requests that go beyond the categories above: complex multi-system integrations, full product or platform rebuilds, multi-campus or multi-entity setups, architecture-level redesigns, and long-term project engagements. See the Billing & Invoicing FAQs for how Custom Work is scoped and priced.

Detailed Task Reference

Use these tables to quickly check which category a specific request is likely to fall under.

Application Form Tasks

Task type
Self Serve (≤6h)
Moderate (≤12h)
Complex – L1 (≤24h)
Complex – L2 (≤36h)
Form text/label changes
1–5 changes
6–15 changes
16–30 changes
30+ / multi-form standardisation
New field creation
1–3 fields
4–10 fields with mapping
11–25 fields / new sections
25+ / full field architecture redesign

Conditional logic builder
1–3 show/hide rules
4–10 conditions/dependencies
11–25 branching flows
25+ rules / advanced logic engine
Dashboard banner update
1 banner
2–5 banners
6–10 slug & campaign banners
10+ / multi-slug rollout
Dashboard nav/timer/config
1 config change
2–5 updates
6–10 structured changes
10+ / full dashboard setup
Form & fee updates
Static fee logic update
Dynamic fee, up to 10 updates
Dynamic fee, up to 20 changes
20+ / fee engine redesign
Custom application PDF
—
—
Custom PDF build
—
Form creation
—
1 standard form
1 custom form, logic + multi-step
Custom form with use-case mapping
Fee rule creation
Static fee logic
2–10 fee rules
11–30 fee combinations
30+ / pricing engine redesign

Widget, Landing Page & VPA Tasks

Task type
Self Serve (≤6h)
Moderate (≤12h)
Complex – L1 (≤24h)
Complex – L2 (≤36h)
Widget — text changes
1–5 changes
6–15 changes
—
—
Widget — new field
1–3 fields
4–10 fields
—
—
Widget — layout/styling
Minor update
Multiple styling changes
—
—
Widget creation
1 widget
2–3 widgets
4–10 widgets
10+ / bulk rollout
Landing page — text changes
1–5 changes
6–15 changes
16–30 changes
30+ / multi-page revamp
Banner & image update
1 banner
Multi-section image + banner
Major content + banners
Full campaign creative revamp
Banner + structural changes
—
2–5 banners + sections
Major layout restructuring
Full redesign
Page creation
—
1 standard page
Multiple sections / custom HTML
—
VPA — scorecard changes
Field add/remove (1–3)
Field changes (4–8) + sections
Scorecard creation/redesign
—
VPA — slot booking
Up to 3 updates
Up to 10 updates
Multi-location / bulk updates
—
VPA — new process design
—
—
—
End-to-end ecosystem redesign








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