Care & Support Policy
Last updated: [DATE]
Every care plan comes with written, measurable commitments: what we watch, how fast we reply, and what you get each month.
Plans
| Plan | Hours a month | Reply time | Critical outage response | Term |
|---|---|---|---|---|
| Essential | 3 | 1 working day | 4 working hours | 6 or 12 months |
| Standard | 5 | Same working day | 4 working hours | 6 or 12 months |
| Priority | 8 | Same working day | 2 hours, Monday to Saturday | 12 months |
Working hours are Monday to Saturday, 10:00–19:00 IST, excluding public holidays. A critical outage means your site or contact form is down for all visitors.
Included in every plan
- Uptime monitoring every 5 minutes on your homepage and contact form, with alerts to us on WhatsApp and email
- Daily off-server backups, kept for 30 days, with a test restore every quarter
- Critical security and software updates applied within 48 hours of release
- Domain and SSL expiry reminders 30 days and 7 days ahead
- A monthly report: uptime, speed score, form submissions, work done, hours used
- Your plan's hours for changes: text and image edits, blog posts, small section changes
Standard adds a quarterly speed and SEO check. Priority adds a monthly 30-minute review call.
Our uptime target
We aim for 99.5% uptime each month, about 3.6 hours of downtime at most. This is a target, not a guarantee: outages at your hosting provider, domain registrar or payment gateway are outside our control. When one happens, we tell you, coordinate with the provider and confirm when it's fixed.
How hours work
- Hours are counted in 15-minute steps and shown in your monthly report.
- Unused hours don't roll over to the next month.
- Extra hours are ₹1,000 an hour, agreed with you before we start.
Not covered
- Redesigns, new features or new page types (quoted separately)
- Copywriting
- Fixing changes made by you or someone else
- Problems caused by third-party services (we help coordinate)
How to ask for help
Email support@tivlolabweb.tech. Include your site address and what you see. For an outage, start the subject line with OUTAGE so it's handled first.
When care ends
We remind you 30 days before your term ends. If you don't renew, you receive a final full backup and a handover note, and every account stays in your name. Monitoring, backups and updates stop on the end date.