Included services
Depending on the plan, maintenance may include software updates, security checks, backups, restoration, performance work, content changes, product updates, monitoring and defect correction.
Monthly hours and tasks do not roll over unless the order says they do. Work requiring specialist development or extra time will be quoted before it proceeds.
Requests and response targets
Requests must use the agreed support channel and include enough information and access to investigate. Response targets measure acknowledgement and triage, not guaranteed completion time.
Priority depends on business impact, security risk, available access and whether the issue is within the maintained system.
Exclusions
Standard maintenance excludes a redesign, new application, material new feature, licence cost, advertising work, content production or repair of unauthorised changes unless expressly included.
Incidents caused by unsupported software, compromised credentials, third-party outages, customer changes or another supplier may require separately charged recovery work.
Client responsibilities
The client must provide lawful access, accurate instructions, timely approvals and required licences, identify critical dates and keep a copy of irreplaceable content and records.
The client must not provide credentials through an insecure channel or allow uncoordinated changes that interfere with maintenance.
Fees and renewal
Fees, included capacity, billing cycle and payment terms are stated in the accepted order. Additional work requires approval and is billed at the quoted rate.
We may pause non-emergency work while an invoice is overdue. Recurring plans renew as stated unless cancelled before the renewal date.
Backups and third parties
Where backups are included, retention and restore points depend on the selected service. Restoration cannot guarantee recovery of data created after the latest usable backup.
We are not responsible for the independent operation or policy changes of hosts, plugins, platforms, payment providers or other third parties.
Confidentiality and security
We will protect credentials and confidential information using reasonable safeguards and use them only to provide the service. The client remains responsible for deciding who may request changes.
Term and termination
The service term and notice period are stated in the order. Either party may terminate for a material breach not remedied within a reasonable written cure period.
Amounts paid for an active billing period are not refundable except where the order or law requires otherwise. The client should export required records before access ends.
Liability and Singapore law
To the fullest extent permitted by law, Webz Fusion is not liable for indirect or consequential loss or loss caused by a third-party system outside our control. Aggregate liability is limited to fees paid for the affected maintenance service during the preceding twelve months.
These terms are governed by Singapore law and disputes are subject to the courts of Singapore.
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