Terms
Service Levels & Updates Policy for ByteWorks websites.
Service Levels & Updates Policy
1. Maintenance & Monitoring
All active plans include hosting, domain, SSL certificates, and automatic weekly backups. ByteWorks monitors uptime and site integrity periodically, performing preventive maintenance every quarter or when critical updates are required.
2. Support Hours & Response Time
Support is provided Monday to Friday, from 9:00 AM to 6:00 PM (AST). Communication channels include WhatsApp and email. Response times by request type:
| Type | Example | Target Response Time |
|---|---|---|
| Critical issue | Site offline, SSL expired, broken form | ≤ 4 business hours |
| Standard support | Update request, content change | ≤ 24 business hours |
| General inquiries | Billing, feature questions | ≤ 48 business hours |
Requests received outside business hours are processed the next business day.
3. Monthly Updates Scope
Each plan includes a defined number of updates per month, measured in task units or time blocks. Tasks do not roll over month to month.
| Plan | Monthly Updates | Approx. Time per Task |
|---|---|---|
| Start | 1 | ~30 minutes |
| Pro | 2 | ~45 minutes |
| Elite | 3 | ~60 minutes |
4. Product Limit (E‑Commerce Pro)
Includes up to 20 active products. If the catalog exceeds that limit, apply the Extended Catalog add‑on (+$25/month per additional block of 20 products). More than 60 products requires a custom E‑Commerce Plus plan.
5. Backups & Security
Automatic backups every 7 days, stored securely. Restores due to external client changes are available upon request. Security includes SSL monitoring, file integrity checks, and critical updates.
6. Ownership & Access
During the active subscription, ByteWorks manages the technical hosting and maintenance environment. The client retains ownership of brand, domain, and content. Upon cancellation, ByteWorks can deliver a downloadable copy of the site and data on request.
7. Blog / News Add‑on (Publishing)
If you purchase the Blog / News add‑on and choose ByteWorks to publish for you, the add‑on includes up to 4 posts per month. Additional posts in the same month are billed at $1 USD per extra post. If you prefer to publish yourself, there’s no extra cost beyond the add‑on price; we continue providing maintenance and optimization within that add‑on.
8. Payments & Cancellations
Plans are billed monthly or yearly. Upgrades are available at any time. Cancellation stops future renewals at the end of the current term.