Care Terms
We are committed to ensuring that your website remains functional, secure, and optimised. Please review our care terms carefully.
Our Website Maintenance Plan includes the following services:
Design/Content Update:
A design or content update refers to minor adjustments made to your existing website. Each requested update is counted as one update, regardless of its size.
Feature Add-on:
A feature add-on or update refers to adding a new functionality to the website as per your requirements, which includes the installation and setup of any necessary plugin for that feature.
Scope of Updates
Updates include changing text, images, or other content, as well as small layout tweaks. These updates do not involve creating new pages or major structural changes to the website.
Website Maintenance
Website maintenance covers regular upkeep to ensure your site’s smooth functioning and security.
WordPress & Core Updates
We regularly update your website’s software, including plugins, themes, and core WordPress components, to ensure optimal functionality and security.
Performance Monitoring
We monitor your website’s performance to optimize loading speeds and enhance the overall user experience.
Troubleshooting & Bug Fixes
Our team addresses any technical issues that may arise, ensuring your website runs smoothly at all times.
Security Monitoring
We conduct regular malware scans and security checks to protect your site from cyber threats, ensuring your data remains safe.
Content Updates
We handle content updates and minor modifications as requested by you, keeping your site fresh and current, adhering to the limits set in your respective plan.
Technical Support
Our support team is available during business hours via the designated channels in your plan to assist with any issues you may encounter.
Updates Report
You will receive a report detailing the updates made to your website, delivered to your email address based on the maintenance plan you have chosen.
Our maintenance plan does not cover the following:
- Major redesigns or overhauls: Extensive changes to your website’s design or structure are not included.
- Development of new features: New functionalities outside the agreed-upon maintenance scope are excluded unless they fall within the limits of your plan.
- Third-party software: We do not manage third-party software licences or subscriptions.
- Server issues: Hosting configuration or server-related issues outside our control are not included.
- SEO & marketing services: Our plan does not cover SEO, marketing campaigns, or content creation.
- No Instant Resolution: We do not provide instant resolutions for any issues. All issues require careful evaluation before they can be resolved. Therefore, we cannot guarantee immediate support, and the standard turnaround time is 24-48 hours for updates or changes.
Here are the maintenance payment terms.
Plan Options: We offer support and maintenance plans on a quarterly, half-yearly, or annual basis, with a minimum subscription commitment of 3 months.
Advance Payment: Payment is required in advance before the start of the maintenance period.
Payment Method: Payment is charged via autopay on a subscription basis. We accept UPI and credit/debit cards. Payments will be processed automatically via Autopay. Please note that Autopay is available through UPI and Debit/Credit Cards only; net banking is not supported.
Invoices: Invoices will be sent to your registered email address.
NEFT Payment: If paying via NEFT, the invoice will be submitted 7 working days in advance from the date the billing period ends. The client must make the payment within these 7 working days.
Cancellation Policy: If the subscription is canceled and any of the plans have been charged, the client will have to subscribe to new plans; the old plans cannot be resubscribed.
No Refund Policy: Once a maintenance plan is subscribed to and activated, no refunds will be issued, even if there are no change requests from the client’s side.
Care Plan Pricing: Care plan pricing is subject to change by 10-20% every financial year, depending on market conditions and service adjustments.
Inspection Fee: If your website has been live for more than 3 months, or if changes have been made by external parties (other than our team), and if the last maintenance was conducted over 3 months ago, a one-time inspection fee will be charged to assess the website status before subscribing to any new maintenance plans.
Here are the care support terms.
Support and Communication Policy
No Call & WhatsApp Support:
All support requests will be handled exclusively via email through a ticketing system. This applies to all clients, regardless of their care plan.
Support, Billing, and Content Updates:
All inquiries related to support, billing, or content updates must be submitted via email. This ensures that every request is properly tracked and managed in an organized manner.
Email: support@firmtable.com
Response Times:
Care Plan Clients: Response within 24 hours or less.
Non-Care Plan Clients: Response within 48 hours.
Support Hours:
Monday to Friday: 11 AM to 6 PM (all clients).
Saturday: 11 AM to 4 PM (Care Plan clients only).
Excluding holidays.
Content & Website Updates:
Turnaround time for content and website updates will be between 24 to 48 hours.
Third-Party Support:
We are responsible solely for development services. Any issues related to plugins, themes, hosting, domains, or third-party integrations depend on the respective providers. We are not responsible for any delays, bugs, or required plan upgrades from third-party services. Additionally, if a service, feature, or support is discontinued or removed by third-party providers, we are not liable for the impact this may have on your website.
Here are the care support terms.
- Termination request: If you wish to terminate your maintenance plan, please notify us via email on support@firmtable.com
- Unsubscription: Upon receiving your termination request, we will unsubscribe you from the maintenance plan accordingly.
- Pricing & Features Updates: Over time, there will be updates to the features and pricing of the maintenance plans. These updates are standard and may change as the service evolves.
Here are the client responsibility terms.
- Unauthorised modifications: Clients must ensure that no modifications are made to the website design, layout, or backend by themselves or any third party without our prior approval.
- Liability: Unauthorised changes may result in the termination of your maintenance plan, and we will not be liable for any issues arising from such modifications.
Here are some disclaimer
- Service availability: While we strive to provide timely and efficient support, we cannot guarantee uninterrupted availability or immediate resolution of all issues.
- Support hours: We do not offer support on Sundays or holidays.
- Liability limitations: Our maintenance plan does not cover issues caused by client negligence, unauthorized modifications, or third-party interference.
- Amendments: We reserve the right to amend or update these terms and conditions at any time, with prior notice to you.
