General Maintenance Policy

1. What's included in the first year

• Hosting, domain and SSL certificate as stated in your package, monitored for uptime.
• Core platform, theme and plugin/security updates applied on our schedule.
• Backups at the frequency stated in your package (yearly, monthly, bi-weekly or weekly) with restore on request.
• Fixing defects — anything that worked at handover and stops working (broken forms, layout bugs, errors) is repaired at no cost.
• Small content edits — up to 30 minutes per month of minor text or image changes you can't make yourself (e.g. updating a phone number or swapping a banner). Unused time does not roll over.
• Email support and one training session so your team can manage day-to-day content.

2. What's not included

• New pages, features, integrations, redesigns or restructuring — quoted as new work.
• Bulk content entry (e.g. adding many products), copywriting or photography.
• Marketing services (SEO, ads, social) unless separately contracted.
• Issues caused by changes made by you or third parties outside our processes, by third-party plugin/service failures, or by exceeding hosting resource limits.
• Recovery from security incidents caused by compromised credentials on your side (we will still help — billed at our hourly rate).
• Renewal fees for domain, hosting, premium plugins or licences after the included period.

3. Response times

• Site down / checkout broken / security incident: response within 4 business hours, work begins immediately.
• Functional bug affecting some visitors: response within 1 business day.
• Content edits and general questions: within 2 business days.
• Business hours are Monday–Friday, 9:00–18:00 Sri Lanka time, excluding public holidays. Critical outages are monitored outside these hours on a best-effort basis; Priority Support packages extend coverage.

4. How to request support

Email our support address or use the contact form with your website URL, a description of the issue and screenshots if possible. You will receive an acknowledgement with a ticket reference and an estimated resolution time.

5. After the first year

Before your included year ends we will send renewal options for hosting, domain and maintenance. You can:

• Continue on a Xura Global maintenance plan (monthly or annual) covering hosting, updates, backups, security monitoring and a block of edit time.
• Take hosting and maintenance in-house or to another provider — we will hand over full access, files and a backup with no lock-in.
• Pay per incident at our hourly rate for occasional support.

6. Our commitments

• We keep your site's admin credentials secure and share them only with people you authorise.
• We never make design or content changes without your request.
• We tell you before any change that could affect your site's behaviour, and we take a backup first.
• You can request a full export of your website and data at any time.