Hosting & Support SLA

This SLA outlines the support standards, responsibilities and expectations for clients subscribed to our Website Hosting & Support Plans.

1. Scope of Support

We provide support for the following website and hosting-related tasks (applicable only to plans that include monthly support hours). These apply to both custom-built HTML sites and CMS-based sites (e.g. WordPress), except where a task is specific to one:

1.1 Included Support (for Hosting + Support Plans)

• Website content updates (text changes, image updates, minor layout adjustments)
• Basic development tasks (small fixes or adjustments within the included monthly support time)
• General site troubleshooting (menu issues, visibility problems, formatting issues)
• Installation and configuration of safe and reputable plugins, extensions or modules (CMS-based sites, where applicable)
• Theme, template or design setting adjustments (non-destructive changes)
• Security checks and basic malware scans
• Basic performance reviews and optimisation recommendations
• DNS updates related to hosting
• Backup restorations
• Guidance on website best practices, structure, performance and security

2. Support Hours

2.1 Monthly Support Allocation (Hosting + Support Plans Only)

• Hosting + Support plans include up to 1 hour of website support per month.
• Unused support time may roll over for up to 3 months (maximum rollover: 3 hours).

2.2 Additional Support Hours

If additional support is required:

• Standard Developer: 1,000 THB per hour
• Senior Developer: 2,000 THB per hour

Any task estimated to exceed 1 hour will be quoted and approved before work begins.

2.3 Hosting-Only Plan (No Monthly Support Included)

We offer a Hosting-Only plan for clients who require hosting but do not need ongoing monthly support hours.

What the Hosting-Only Plan includes

All hosting infrastructure and management features, including:

• Website hosting on our servers
• Free SSL certificate
• Daily backups stored for 30 days
• Staging environment (where available on your plan)
• Site transfer and migration
• Server-level security (firewall, brute-force protection, account isolation)
• Advanced caching and performance tools
• CDN (where included in your plan)
• Core platform auto-updates for CMS-based sites (e.g. WordPress core updates)
• Access to the hosting control panel and FTP/SFTP

What the Hosting-Only Plan does not include

• Monthly support time
• Any content changes or image updates
• Plugin, module or theme updates
• Troubleshooting or fixing site issues
• Development work
• CMS, layout or template adjustments
• Malware removal if caused by third-party software or client actions
• Consultations or best-practice guidance

Support for Hosting-Only clients

If Hosting-Only clients require changes or fixes, work is billed at:

• 1,000 THB per hour (Standard Developer)
• 2,000 THB per hour (Senior Developer)

All tasks are quoted and approved before work starts.

3. Excluded Support (All Plans)

The following are not included under any standard plan unless billed as additional hours:

• Custom coding or advanced development
• Full page or site redesign
• Complex plugin, module or theme conflict debugging
• Fixes required due to third-party developers or client edits
• Advanced e-commerce customisation
• SEO services, analytics configuration or marketing tasks
• Email hosting or email software support
• Third-party API integrations or custom scripts
• Bulk content uploads or large-scale updates
• Issues caused by unsupported, insecure or pirated themes, plugins or modules

These services may be provided under a separate agreement or billed hourly.

4. Support Availability and Response Times

4.1 Support Hours

• Monday to Friday
• 9:00am to 5:00pm (local time)
• Excluding public holidays

4.2 Response Time Targets

Critical issues take priority.

5. Backups

• Daily backups are stored for up to 30 days.
• On-demand backups may be created before major changes.
• Backup restorations are counted within support hours, unless part of a Hosting-Only plan (in which case hourly rates apply).

6. Security

Security features are provided at server level through our hosting infrastructure:

• Free SSL certificate (Let's Encrypt)
• Server-level firewall
• Brute-force attack prevention
• Account isolation, so each site runs under its own system user
• 24/7 server-level monitoring
• Automatic server-level patching
• Secure SFTP/FTP access

6.1 Malware Handling

We rely on the automated protections provided by our hosting infrastructure. Manual malware removal beyond these tools is not included and will be billed as additional support time.

6.2 Third-Party Software Risks

We do not support or guarantee security for issues caused by:

• Outdated, unsupported or insecure plugins or modules
• Custom development or third-party code
• Nulled or pirated software
• External developers making changes

Any recovery work required will be billed accordingly.

7. Website Updates

7.1 Included Update Policy

This section applies to CMS-based sites. Custom HTML sites have no CMS core, plugins, extensions or themes to maintain; changes to those sites are handled as support tasks under sections 1 and 2.

To maintain stability and minimise risk:

• Core CMS updates (e.g. WordPress core) are set to automatic by default.
• Plugins, extensions, modules and themes are not automatically updated unless requested by the client.
• If a plugin or extension update causes site issues, all troubleshooting and fixes will be billed at the applicable support rate.

7.2 Manual Update Requests

Clients may request manual updates at any time. Time spent updating and testing is:

• Deducted from monthly support hours, or
• Billed at 1,000 / 2,000 THB per hour (for Hosting-Only clients, or when support time is exhausted)

7.3 Client Responsibility

Clients who perform their own updates assume responsibility for any resulting issues.

8. Client Responsibilities

Clients are responsible for:

• Providing correct login credentials
• Maintaining valid licences for paid software
• Avoiding insecure or unsupported plugins, modules or themes
• Informing us before external developers make changes
• Ensuring uploaded content is accurate and virus-free

9. Termination

Hosting or support may be suspended for:

• Overdue invoices
• Security risks from third-party actions
• Resource usage far beyond plan limits
• Issues caused by unsupported plugins or external developers

10. Limitation of Liability

We are not liable for:

• Data loss beyond available backups
• Issues caused by third-party software or developers
• Security breaches due to client-side actions
• Downtime caused by external networks or third-party services

Contact us

If you have any questions about this Service Level Agreement, please contact us: