1. Support channels
Use policy@siteguard365.com for formal support unless the plan specifies another system. Phone, WhatsApp or project tools may be offered, but a request is formally actionable when it reaches the agreed channel with enough detail.
2. Business hours and response
Business hours, holidays and response targets must be stated in the selected plan. Response means acknowledgement or initial triage, not guaranteed resolution. Urgent or after-hours coverage applies only where purchased.
3. Priority levels
- Critical: confirmed production outage, active compromise or checkout failure materially affecting most users.
- High: a major feature is unavailable without a practical workaround.
- Normal: routine defects, content changes, configuration and non-urgent investigation.
- Planned: enhancements, design changes, campaigns and optimisation scheduled through the roadmap.
4. Information required
- Affected URL/account/project reference.
- Expected and actual behavior.
- Screenshots, timestamps, exact errors and reproduction steps.
- Recent changes and access needed for investigation.
- Business impact and any safe workaround.
5. Resolution and dependencies
Resolution may depend on the client, host, plugin/theme vendor, ad platform, DNS provider, payment gateway or another third party. Waiting on an external party does not automatically mean inactivity or breach. Temporary mitigation may be recommended before a permanent fix.
6. Exclusions
Unless expressly included, support does not cover unlimited development, content production, forensics, data recovery, third-party fees, unsupported legacy software, client-created defects, unlawful use or unlisted systems.
7. Maintenance windows
Higher-risk updates may be scheduled in low-traffic periods or staging. Emergency security work may require immediate action. Clients should notify us of promotions, blackout dates and critical operating periods.
8. Backups and handover
The plan should identify who operates backups, frequency, retention and restoration. A success message alone does not prove restorability; independent storage and periodic restore tests are recommended. When support ends, the client should export records, revoke access and confirm its own backup and monitoring arrangements.
Questions or formal notices
Email policy@siteguard365.com or call +91 90790 64757 with your name, contact details, relevant page/order/project reference, a clear description and supporting evidence.