What is classified as support?

What is classified as support?

Support for a website is a key part of our service delivery.

We offer support on our Managed services which covers the website and its plugins.  For example, an ecommerce store gets ecommerce support.

For a website being looked after under our managed service, we deem support to cover the following:
  1. Things not working:
    1. Site down
    2. The site, or part of the site, is either showing an error or incorrect information 
    3. User access issues - multiple users unable to login
  2. Security Issues
    1. New vulnerability noted on the https://vuldb.com/, we fix as fast as possible
    2. The site has been hacked (we provide free restore and remedial action)
    3. Alerts we might receive from our automated systems 

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