This page sets out how to reach McFly World, what to include in requests, and how we prioritise responses. It applies to new enquiries, active engagements, and after-sales support unless your contract specifies different channels or SLAs.
New business
1–2 business days
Typical acknowledgement for proposals
Active projects
Per SOW
Slack / email cadence as agreed
Emergencies
24/7*
*If purchased in your support plan
1. Channels & hours
Email: hello@mcflyworld.com — preferred for anything requiring an audit trail (procurement, legal, attachments).
Phone & WhatsApp: numbers published on mcflyworld.com — suitable for quick coordination once a relationship exists.
Business hours follow India business week unless your contract defines overlapping coverage for other time zones.
2. New enquiries & RFPs
Use the request a proposal form or email a short brief: objectives, geography, timeline, budget band, technical constraints, and procurement steps (NDA, vendor registration, security questionnaire). We typically acknowledge within one to two business days with next steps or clarifying questions.
3. Active client delivery
Continue using the designated project channel (email thread, Slack Connect, or ticket system) named in your statement of work. Copy your internal sponsor and our delivery lead on scope-changing discussions so commercial impact can be tracked.
4. Defects & incidents
For production issues, include: environment (URL/app version), steps to reproduce, severity (work-stopped vs cosmetic), first observed time, and screenshots or logs with secrets redacted. Follow the severity matrix in your runbook if one exists.
5. After-sales & retainers
Post-launch support continues through the channels advertised at handover — with documented runbooks, release notes, and escalation paths. Retainer or AMC clients should use the ticket process defined in their schedule of services.
6. Escalation
If a thread stalls, reply with “Escalation — [project name]” and summarise blockers. For contractual disputes, follow the notice provisions in your agreement.