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Support Terms
24/7 Support with Guaranteed SLA
Last Updated: January 15, 2025
📋 Support Overview
Neolivis provides multi-tier support to ensure your website stays updated, secure, and fully functional. This document explains the terms, coverage, and SLA for each support tier.
1. Support Tiers
Tier 1
Free
First 3 Months
- Bug fixes (≤10h/month)
- Security updates
- Weekly backups
- Email support
- Response: 48 hours
- No new features
POPULAR
Tier 2
€50/mo
Mandatory after 3 months
- All Tier 1 features
- Unlimited bug fixes
- Daily backups
- Live chat support
- Response: 12 hours
- Content changes (≤5h/mo)
Tier 3
€150/mo
Dedicated Support
- All Tier 2 features
- Dedicated account manager
- 24/7 phone support
- Response: 2 hours
- New features (≤15h/mo)
- Performance optimization
2. What's Covered
Bug Fixes
- Functional errors
- Design issues
- Broken links
- Form problems
Security Updates
- Security patches
- Plugin updates
- Malware monitoring
- SSL renewal
Backups
- Automated backups
- Cloud storage
- Quick restoration
- 30-day retention
Performance Optimization
- Image optimization
- Caching
- Code minification
- Speed monitoring
3. What's NOT Covered
New Features
Adding new functionality is billed separately (€50-€150/hour)
Redesigns
Major design changes or complete overhauls not covered
Third-Party Integrations
Connecting to new external APIs or services
Content Creation
Writing copy, creating images, or producing videos
Training
User training or educational sessions (€100/hour)
4. SLA Commitments
| Metric | Tier 1 | Tier 2 | Tier 3 |
|---|---|---|---|
| Response Time | 48 hours | 12 hours | 2 hours |
| Resolution Time | 7 days | 3 days | 24 hours |
| Uptime | 99.5% | 99.9% | 99.99% |
| Support Channels | Email, Chat | Email, Chat, Phone |