Maintenance Service Terms

1. What the service includes

The exact scope of a maintenance plan is the plan content confirmed when you subscribe. It generally includes:

• Security updates for the system and its dependencies
• Content updates and small adjustments within the hours included each month
• Service availability monitoring and alerts when something goes wrong
• Regular database backups
• Replies to and handling of technical issues

2. Not included

• New feature development (quoted separately)
• Redesigns or major revisions
• Fees for hosting, domains and third-party APIs
• Maintenance of systems not delivered by us (can be assessed separately)
• Problems caused by changes made by the client or a third party

3. Included hours and extra hours

• The hours included each month are stated in the plan. Hours not used in a month do not carry over to the next month.
• Hours beyond that are charged at the extra hourly rate stated in the plan. We will notify you and get your consent before going over.
• You can check your hours used in the Member Center.

4. Response time

As a rule, we reply on business days. These terms do not include a service level agreement (SLA) with 24-hour on-call support or guaranteed repair times. If you need an SLA, please say so in the request form, and we will assess and quote it separately.

5. Payment and renewal

• Payment is by bank transfer. The service period starts once payment is confirmed.
• We send a renewal reminder before the end date. If you don't renew, the service ends on the end date.
• If payment is overdue, the service status changes to "Overdue", and we may suspend the service.

6. Termination

• You can cancel at any time, and the service ends at the end of the current period.
• When the service ends, we provide a full backup and the handover documents you need.
• After termination, we follow our Privacy Policy for handling the related data.