WebCare Support Policy

Eligibility for Support

– Clients must have an active WebCare plan for at least 14 days before making any support request.
– Requests made without meeting this requirement will not be processed under the WebCare plan.  

Scope of Coverage

– The WebCare plan covers maintenance, troubleshooting, and technical support.
– The plan does not cover new development, feature requests, or customization work.
– Any requests for new development or customization will be treated as separate projects and quoted accordingly.  

Support Without Active Plan

– Clients without an active WebCare plan will be provided with a custom support quote before any work begins.
– Support will only commence once the quote is approved and payment terms are met.  

Response Times

Support requests are acknowledged within 48 hours, with resolution times depending on issue severity.

Priority Levels

Critical issues (e.g., site downtime) are prioritized over minor issues (e.g., content updates).

Fair Use Policy

Excessive or unreasonable requests may require additional billing outside the WebCare plan.

Security & Compliance

All support work follows industry best practices for data protection, backups, and security updates.

Communication Channels

Support requests must be submitted through official channels (support portal, email, or ticketing system).

Termination of Plan

WebCare plans may be terminated for non-payment, misuse, or violation of terms.

Reactivation Fee & Activation Conditions

To maintain eligibility for active WebCare support Plan, subscription payments must remain continuous and uninterrupted. Where a client’s support subscription has lapsed, paused, or been discontinued for any period, a reactivation fee of $299 plus the full monthly subscription fee for the chosen package will be required before any support work can begin.