1. Purpose and scope
This Service Delivery Policy explains how Nexflo Sdn Bhd (“Nexflo”, “we”, “us” or “our”) delivers online and digital services, including software subscriptions, AI systems, onboarding, setup, configuration, integration, customisation, consulting and other professional digital services.
Nexflo primarily provides digital and professional services. Unless expressly stated in a quotation or order, no physical goods are shipped under these services.
2. When the delivery timeline starts
The applicable delivery timeline begins when all prerequisites required for that service are satisfied. Depending on the project, these may include:
- Receipt of the required payment or deposit in cleared funds.
- Acceptance of the quotation, order form, SOW or service agreement where applicable.
- Confirmation of scope and requirements.
- Receipt of necessary customer information, data, documents, system access, API credentials, approvals and responsible personnel.
- Completion of any technical or security prerequisites necessary for integration.
If different prerequisites apply to a specific project, they will be stated in the relevant quotation, SOW or project plan.
3. Standard delivery timelines
| Service type | Typical delivery ETA | Delivery method / milestone |
|---|---|---|
| Digital subscription / licence activation | 1–3 business days | Account activation, access credentials or service enablement. |
| Standard onboarding / setup | 5–10 business days | Initial onboarding, configuration, account setup and basic training where included. |
| Standard configuration / integration | 10–20 business days | Configured workflows, standard integrations, testing and implementation handover. |
| Custom AI / software / workflow implementation | 20–60 business days | Project delivery according to agreed scope, milestones, testing and acceptance. |
| Complex enterprise implementation, major migration or multi-system integration | Project-specific; normally stated in quotation/SOW | Delivery follows the agreed milestone plan and may extend beyond 60 business days depending on project complexity. |
| Consulting / analysis / professional deliverables | As stated in quotation; otherwise 5–15 business days | Digital report, analysis, documentation, workshop or agreed deliverable. |
The above timelines are standard estimates. Where a quotation, SOW, signed agreement or project plan states a specific delivery date or milestone schedule, that project-specific timeline will take precedence.
4. Confirmed ETA for custom projects
For custom projects where the final delivery timeline cannot reasonably be confirmed at the time of payment, Nexflo will provide a written implementation schedule or confirmed estimated delivery timeline within 3 business days after the project scope and required dependencies have been sufficiently confirmed.
5. Delivery process
Order / project confirmation
Payment and scope are confirmed; project contact is identified.
1–2 business days
Requirements & access
Customer provides required data, documents, approvals and system access.
Depends on customer readiness
Setup / implementation
Nexflo configures, builds or integrates the agreed service.
According to service type / project plan
Testing / review
Internal testing and, where applicable, customer UAT or review.
Normally 3–5 business days unless otherwise agreed
Delivery / go-live
Access, configured service, deliverable or production activation is provided.
On agreed milestone / delivery date
Support / hypercare
Post-delivery support is provided where included in the package or agreement.
As stated in quotation/SLA
6. Customer dependencies and delays
Delivery dates depend on timely customer cooperation. If delivery is delayed because required information, data, system access, credentials, approvals, decisions, testing, feedback or other customer dependencies are not provided on time, the affected delivery date may be extended by a reasonable corresponding period.
A customer-caused delay does not constitute a delivery failure by Nexflo. Nexflo may re-schedule project resources where a dependency remains outstanding for a prolonged period, and a revised ETA will be communicated where applicable.
7. Third-party and external dependencies
Some services depend on external platforms, APIs, cloud providers, AI model providers, payment platforms, messaging services, app stores or other third parties. Delays caused by third-party reviews, outages, policy changes, API restrictions, account permissions or other circumstances outside Nexflo’s reasonable control may affect the delivery timeline. Nexflo will use commercially reasonable efforts to minimise the impact and provide a revised ETA where necessary.
8. Delay notification and revised ETA
If Nexflo becomes aware of a material delay affecting a confirmed delivery milestone, Nexflo will notify the customer as soon as reasonably practicable, normally within 2 business days after the material delay is identified, and will provide an updated estimated delivery date where reasonably possible.
9. Delivery, review and acceptance
Delivery may occur through account activation, system access, email, cloud platform access, digital document delivery, demonstration, staging/UAT environment or production go-live, depending on the service purchased.
For implementation or custom deliverables, customers should review the delivered milestone and report any material issue against the agreed requirements within 5 business days, unless a different review period is stated in the quotation, SOW or agreement. Nexflo will use reasonable efforts to correct verified issues that fall within the agreed scope.
10. Service availability after delivery
Ongoing hosting, subscription access, maintenance, support, AI usage, storage, APIs and third-party services are provided only to the extent included in the purchased package, quotation, SOW, service agreement or applicable SLA. Renewal or recurring service terms may apply separately from the initial delivery timeline.
11. Contact
For questions about a delivery, use the official support channel or account manager stated on your quotation, invoice or service agreement, or contact us below. Cancellations and refunds are covered by our Cancellation & Refund Policy.
Nexflo Sdn Bhd [202601003859 (1665956-A)]
- B-06-01 & B-06-02, Vertical Business Suite, Avenue 3, 8, Jalan Kerinchi, Bangsar South, 59200 Kuala Lumpur, Malaysia
- info@nexjarvis.io
- 011-1291 9296Customer service