Knowing the boundary in advance avoids awkward conversations later. Here is what falls inside standard support and what does not.
Covered
- Faults in a website or application built by Zylax, where the delivered functionality has stopped working as specified.
- Hosting issues on services we provide: server availability, resource limits, SSL renewal, DNS configuration on domains under our management.
- Email routing and delivery problems on mail services we set up.
- Guidance on using the admin areas we built or configured for you.
- Investigating and advising on security incidents affecting services we host.
Not covered by standard support
- New features and design changes. These are quoted as project work or drawn from a maintenance plan.
- Content entry. Writing copy, uploading product catalogues, editing images and populating pages are maintenance or project tasks.
- Third party software we did not supply. We will point you in the right direction, but we do not carry the support contract for tools you bought yourself.
- Your local devices and network. Laptops, printers, office WiFi, VPNs and Microsoft Office are outside our scope.
- Damage from changes made by others. If a third party developer or a staff member edits code, templates or database records and something breaks, repairs are billable.
- Training programmes. A quick answer is support. A structured training session is a scheduled engagement.
Where a licence has lapsed
Premium themes, plugins and gateways often need active licences for updates and vendor support. If a licence in your name has expired, we can advise but we cannot obtain vendor fixes on your behalf until it is renewed.
How exclusions are handled
We do not silently bill. If a request falls outside support, we say so on the ticket, explain why and offer a quotation or a maintenance hours estimate. You decide whether to proceed.
If you want the boundary clarified for your specific service, reply to your email thread or contact [email protected].
