FAQ

We usually need your goal, target users, preferred service, reference links, deadline, existing assets, and any access or documentation that already exists. A short brief is enough to begin discovery.

Yes. We can help turn a rough concept into a workable scope, recommended architecture, delivery phases, and implementation plan before any build starts.

Absolutely. We can audit, extend, migrate, refactor, or rebuild existing websites, apps, dashboards, automations, and AI workflows depending on the current state of the system.

Yes. We work remotely with local and international clients through meetings, chat, shared documents, and structured delivery checkpoints.

Yes. We can help with a single feature, bug fix, integration, performance issue, or a focused troubleshooting task when the scope is clear.

Scope is locked through a written brief or statement of work, then refined through milestones and agreed change requests so the project stays predictable.

Revision rounds depend on the service and agreement. We define them up front so both sides know what is included and what counts as a new request.

Simple work can move quickly, while larger websites, AI systems, apps, or enterprise builds take longer because they involve design, development, testing, and deployment. We usually estimate after the brief is clear.

Yes. We can provide basic documentation, runbooks, admin guidance, handover notes, and operational instructions so your team can continue safely after delivery.

Yes. We can plan and execute migrations for data, content, users, APIs, and legacy workflows with validation steps to reduce downtime and data loss risk.

Yes. We can deploy to your chosen hosting, cloud, private server, or on-premise environment if the access and technical requirements are available.

Payment terms follow the service type and project size. Larger builds commonly use milestone-based payment, while smaller or support-based work may use a higher upfront commitment so resources can be allocated immediately and safely.

Yes. Milestones are the preferred way to manage larger work because they keep both sides aligned on delivery, review, and acceptance. The exact split is defined in the proposal or statement of work.

Payments are valid only to official BCA or Bank Mandiri accounts under the legal account name PT XIPTOR SOFTWARE SERVICE. Contracts, invoices, scope approvals, refunds, discounts, and branch-related commitments are valid only when approved by the head office. Branches, partners, support desks, and representatives may act only with specific written authorization.

Revisions outside the agreed scope are not treated as free revisions. They are discussed first, then handled as a new task, a change request, or an additional paid scope if both sides agree to proceed.

Yes. We are open to discussion, and we usually prefer that. If the request is reasonable, lawful, and technically feasible, we can re-estimate the work and agree on a fair adjustment before implementation.

If the direction changes materially, we pause, document the new requirements, and confirm the new scope, timeline, and cost. This protects the client from ambiguity and keeps the project safe for both sides.

Usually no. Work may be paused until the outstanding payment issue is resolved, because continuing without clarity creates risk for delivery, support, and legal accountability.

Yes, for some use cases we can start with public knowledge, workflows, prompts, API models, or prototypes. Internal data becomes more important when accuracy, personalization, and domain depth matter.

Applied AI integration relies on existing provider APIs and is the lowest-infrastructure option. Custom AI adapts models or workflows to your domain, while native LLM work goes deeper into dataset, model, inference, deployment, and governance control.

Yes. We commonly connect CRMs, payment systems, cloud services, analytics, AI providers, databases, messaging tools, and internal platforms.

We keep access limited, separate client work carefully, and can apply confidentiality controls, secure storage, data-handling boundaries, and legal safeguards depending on the project needs and the applicable jurisdiction.

Yes. We can work with NDA, MSA, SOW, invoice, and other project documents when the engagement requires formal governance.

Yes. We can include backup routines, logging, basic observability, and monitoring recommendations depending on the system and service level.

Yes, when the scope is lawful and clearly defined. We can discuss security controls, access rules, and operational boundaries before implementation begins.

We refuse projects that are illegal, harmful, or intended for fraud, malware, phishing, data theft, surveillance abuse, or other misuse that could harm people or violate applicable law.

The client is responsible for providing accurate brief details, lawful content, required approvals, timely feedback, and access credentials that are valid and authorized for the project.

Ownership and usage rights depend on the signed agreement, payment status, and project type. If a different IP arrangement is needed, we can define it clearly in the scope before work starts.

Yes, but client-side changes may affect stability, warranty, or support coverage. If you want us to review or fix those changes later, that work can be discussed as a new paid scope.

Yes, we can help investigate and restore it when possible. We keep that conversation open, but the repair may be treated separately because the cause is outside the original agreed scope.

Payment terms depend on the service and scope. Multi-month projects are usually milestone-based, shorter projects may require larger upfront commitment, and support-style services are typically booked before the period starts.

Refund handling is defined per agreement. In most cases, once work has started and resources are allocated, payments are treated as non-refundable, with revisions and scope management used to protect the outcome.

Yes. We can issue invoices for commercial work, and for training or bootcamp programs we can provide completion certificates once requirements are met.

We support maintenance, troubleshooting, reserved engineering work, technical consultation, performance optimization, and follow-up updates after launch depending on the agreement.

Yes. Troubleshooting is suited for a specific issue that needs investigation, while reserved engineering support is better for ongoing priority work and continuous improvements.

Yes, when included in scope. We can support interface design, content structure, SEO-friendly pages, and basic analytics or tracking setup as part of the build.

Yes. We can collaborate with internal staff, consultants, or another vendor if responsibilities, access, and communication flow are defined clearly from the beginning.

No. We do not take work related to malware, phishing, spyware, fraud automation, data theft, or any other harmful or unlawful activity.

That is fine. Send us your brief and we will map the missing details, confirm assumptions, and define the right scope before moving forward.