Last updated: 24 October 2026
At Permalink Business Ltd., quality means delivering solutions that work reliably, meet the agreed brief, and keep serving your business long after launch. This policy explains the standards and checks we apply across all our services: website design and development, custom software, graphic design and branding, digital marketing and SEO, computer networking, and CCTV and security installation.
Our commitments
- Agree a clear, written scope, timeline, and acceptance criteria before work begins.
- Keep you involved with regular updates, previews, and review points.
- Test every deliverable before handover and fix defects we are responsible for.
- Use licensed, reputable tools, equipment, and materials.
- Document what we deliver and train your team to use it.
- Learn from feedback and continually improve our processes.
Quality across our process
1. Discovery and planning
We confirm your goals, users, and constraints, then produce a proposal or specification covering scope, deliverables, milestones, responsibilities, and acceptance criteria. Changes after approval are handled through a simple change request so cost and timing stay transparent.
2. Design and build
Work follows our internal standards for usability, accessibility, brand consistency, security, and maintainable code. Source code is kept in version control, and significant work is peer reviewed by a second team member before it reaches you.
3. Testing
- Websites and software: functional testing, cross-browser and mobile testing, form and payment (including M-Pesa) checks, performance and basic SEO checks, security hardening, and backups confirmed before going live.
- Branding and design: proofing for spelling, colour, resolution, and file formats for print and digital use.
- Digital marketing: tracking and analytics verified, campaign settings reviewed, and results reported against agreed targets.
- Networking and security installations: site survey, neat and labelled cabling, connectivity and speed tests, camera coverage and recording checks, and alarm and access control tests on site.
4. Client review and acceptance
You review the deliverable against the agreed acceptance criteria. Our standard quotes include up to two rounds of revisions within scope. Once you confirm acceptance, or 10 working days pass after handover without reported defects, the deliverable is considered accepted.
5. Handover and training
We provide login credentials, documentation, final files, and practical training, so your team can confidently use what we have built or installed.
Warranty and support
- Websites and software: we fix defects caused by our work free of charge for 30 days after launch.
- Hardware installations: workmanship is guaranteed for 90 days; equipment is covered by the manufacturer’s warranty, which we help you claim.
- Warranty does not cover changes made by others, misuse, third-party service failures, power or environmental damage, or new features outside the original scope.
- Ongoing maintenance, hosting, and support plans are available for continued care after the warranty period.
Response times
| Priority | Example | Target first response |
|---|---|---|
| Critical | Website or system down, security breach | Within 4 business hours |
| High | Key feature not working | Within 1 business day |
| Normal | Minor issue or content change | Within 2 business days |
Feedback and complaints
If something does not meet your expectations, please tell us. We acknowledge complaints within one business day, investigate, and agree a resolution with you. Unresolved issues are escalated to management. Your feedback is reviewed regularly to improve how we work.
Permalink Business Ltd., Nairobi, Kenya
Email: info@permalinkbusiness.com
Phone / WhatsApp: +254 706 143 654