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Support and service levels
Uptime target, support hours, response and fix times, edits, backups and security.
Last updated: [DATE] | Version [X]
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Summary in plain words
We aim to keep your website online 99.5% of the time each month, and you can claim a service credit if we miss that. Support is on WhatsApp and email, Monday to Saturday, 10am to 7pm Pakistan time, and critical problems get a response within 2 working hours. Edits are done within 2 working days, backups are kept for 14 days, and we tell you within 48 hours of confirming a security incident that affects your data.
Uptime
In plain words
Our target is 99.5% uptime each month. Announced maintenance and outages of other providers do not count. If we miss the target, you can claim a service credit within 30 days.
U2Exclusions
Scheduled maintenance (announced 24 hours in advance, normally 1 to 5 am PKT), emergency security fixes, outages of third parties (DNS registries, Cloudflare, Google, Meta/WhatsApp, payment gateways, couriers), suspension for non-payment or AUP breach, and problems caused by Client changes or content.
U3Service credits
Below 99.5%: 5% of that month's plan fee; below 99.0%: 10%; below 98.0%: 25% (maximum). Credits must be requested within 30 days and are applied to the next invoice. Credits are the sole remedy for downtime.
In plain words: Below 99.5% uptime in a month, you can claim 5% to 25% of that month's plan fee as a credit.
Support
In plain words
WhatsApp and email support, Monday to Saturday, 10am to 7pm Pakistan time. Critical problems get a response within 2 working hours.
S1Channels
WhatsApp [SITE33 WHATSAPP] and email [SITE33 SUPPORT EMAIL]. Requests must come from registered contacts.
S2Hours
Monday to Saturday, 10:00 to 19:00 Pakistan time, excluding public holidays. Priority support add-on and Shop Plus include Sundays.
S3Response times
Critical (site down / checkout broken): 2 working hours; High (form or booking not working): 8 working hours; Normal (edit request, question): 1 working day; Priority support: halved.
In plain words: Site down: response within 2 working hours. Broken form or booking: 8 working hours. Questions and edits: 1 working day.
Edits and changes
In plain words
Your plan includes a set number of edits a month, each up to 30 minutes. Bigger work is quoted separately.
Backups and security
In plain words
Daily backups kept for 14 days, one free restore a month, and a breach notice within 48 hours of confirming an incident.
B1Backups
Daily automated backups kept for 14 days. Restore on request once a month free; extra restores billed as one edit each.
In plain words: Daily backups kept for 14 days. One restore a month is free.
Questions about this page?
Message us on WhatsApp. We reply within 2 working hours, Mon to Sat, 10am to 7pm (Pakistan time).