This Maintenance and Support Policy applies to website maintenance, technical support, monitoring, troubleshooting, security-related support, hosting coordination, and related services provided by Webdorks Pte. Ltd. (“Webdorks”, “we”, “us”, or “our”).
This Policy should be read together with the applicable quotation, invoice, proposal, statement of work, email confirmation, or other written agreement issued by Webdorks.
1. Application of This Policy
This Policy applies to any maintenance or support services where:
- the applicable quotation, invoice, proposal, renewal notice, email, or other written communication refers to this Policy;
- the client signs or accepts a quotation or proposal;
- the client confirms approval by email, WhatsApp, or other written communication;
- the client makes full or partial payment;
- the client provides website, hosting, server, domain, CMS, plugin, or other access for the purpose of commencing work; or
- the client instructs Webdorks to commence, continue, investigate, or perform any maintenance or support work.
The earliest applicable event above will be treated as the client’s acceptance of this Policy.
Issuance of an invoice by Webdorks alone does not constitute acceptance by the client. However, where the invoice refers to this Policy, payment of the invoice or instructions to proceed will constitute acceptance.
If there is any inconsistency between this Policy and an expressly agreed quotation, proposal, or written agreement, the expressly agreed written terms will take precedence to the extent of the inconsistency.
2. Scope of Maintenance Services
Maintenance and support services are limited to the scope expressly agreed in writing.
Depending on the selected package, the services may include:
- minor text, image, video, and link updates;
- plugin and theme update reviews;
- routine website checks;
- backup checks;
- minor troubleshooting;
- basic website performance checks;
- basic website security checks;
- uptime monitoring;
- response and investigation of website downtime or critical errors;
- minor technical adjustments; and
- other tasks expressly agreed in writing.
Maintenance services do not automatically include new feature development, website redesign, extensive debugging, security remediation, hosting migration, server administration, custom development, formal security testing, or third-party system fixes.
Any work outside the agreed scope may require a separate quotation, additional maintenance credits, or written approval before work begins.
3. Maintenance Credits and Time Records
Where a maintenance package includes maintenance credits, all work performed will be deducted from the available credits based on the time reasonably spent.
Deductible time may include:
- reviewing a request;
- reproducing an issue;
- investigating the cause;
- reviewing logs or reports;
- coordinating with the client or third-party vendors;
- implementing changes;
- testing;
- restoring backups;
- monitoring after a fix;
- preparing updates or reports; and
- documenting the work performed.
Maintenance credits may be deducted even where the root cause is ultimately determined to be a hosting issue, plugin issue, third-party service issue, previous-vendor issue, client-side issue, or matter outside Webdorks’ control.
Task durations are estimates only. Webdorks may provide tracker updates, timesheets, or progress updates where applicable.
Unless otherwise agreed in writing:
- maintenance credits are valid for the stated package period;
- unused credits expire at the end of the validity period;
- unused credits are not refundable, transferable, or convertible to cash;
- credits do not automatically roll over into the next renewal period; and
- additional credits must be purchased in the applicable top-up block.
4. Task Assessment and Approval
All maintenance or service requests will be assessed before work begins where reasonably practicable.
Webdorks may advise:
- whether the task falls within the existing maintenance scope;
- whether maintenance credits will be used;
- whether further investigation is required;
- whether a separate quotation is required; or
- whether the matter should be escalated to a third-party provider.
For urgent or critical incidents, Webdorks may carry out reasonable investigation or stabilisation work before obtaining further approval where:
- the client has requested immediate action;
- an authorised client representative has classified the matter as urgent; or
- Webdorks identifies a critical incident through an agreed monitoring arrangement.
Any time spent will be deducted from the available maintenance credits or billed at the applicable rate.
Webdorks is not obliged to carry out work beyond the available maintenance credits, agreed scope, or reasonable stabilisation steps without further written approval.
5. Urgent and Non-Urgent Requests
When submitting a request, the client should indicate whether the matter is:
- Non-Urgent: routine updates, minor issues, general support, or matters that do not materially affect website availability or business operations; or
- Urgent / Critical: website downtime, website inaccessibility, major errors affecting business operations, payment-checkout issues, key forms not working, or other serious customer-facing issues.
Requests without an urgency classification will be treated as non-urgent unless Webdorks reasonably determines otherwise.
Webdorks reserves the right to reclassify a request where the requested urgency is not reasonably justified.
6. Standard Office Hours
Our standard office hours are:
Monday to Friday, 9:00 AM to 6:00 PM Singapore Time, excluding Singapore public holidays.
Unless otherwise agreed in writing, Standard Maintenance is primarily a business-hours support arrangement.
For non-urgent requests under a Standard Maintenance plan:
- requests received during standard office hours will generally receive an initial response within 2 business hours; and
- requests received outside standard office hours will generally receive an initial response by the next business day or within 24 hours where reasonably practicable.
All response times are targets only and are provided on a best-efforts basis.
7. Premium / Proactive Maintenance Support
Where the client has purchased a Premium / Proactive Maintenance arrangement, the agreed scope may include:
- uptime monitoring;
- alerts routed to our support team;
- priority review of urgent and critical issues;
- dedicated WhatsApp hotline access for urgent matters;
- after-hours escalation options;
- website health reporting; and
- customised support arrangements.
For urgent or critical website matters under Premium / Proactive Maintenance, our target initial response time is within 2 hours, from Monday to Sunday, including public holidays, between 9:00 AM and 11:59 PM Singapore Time.
Requests received between 12:00 AM and 8:59 AM Singapore Time will be handled on a best-efforts basis unless a separate 24/7 standby arrangement is expressly agreed in writing.
The Premium / Proactive Maintenance response target refers only to:
- acknowledgement of the issue;
- initial review;
- initial assessment; and
- commencement of reasonable investigation where applicable.
It does not mean that the issue will be fully resolved within the response window.
8. No Guaranteed SLA or Resolution Time
Unless expressly agreed in a separate written service-level agreement signed by Webdorks, all response times, monitoring arrangements, and support timelines are provided on a best-efforts basis only.
Webdorks does not guarantee:
- 24/7 availability;
- uninterrupted website availability;
- immediate response;
- immediate remediation;
- resolution within a specific timeframe;
- prevention of all downtime;
- prevention of all cyberattacks;
- prevention of all errors;
- compatibility with all plugins, themes, integrations, servers, or future updates; or
- that monitoring tools will detect every incident.
Resolution times may depend on:
- the nature and severity of the issue;
- availability of website, server, domain, or hosting access;
- client response time;
- third-party vendors;
- plugin or theme providers;
- hosting providers;
- domain providers;
- cloud platforms;
- payment-gateway providers;
- external systems;
- security incidents;
- traffic spikes;
- internet outages; and
- infrastructure-level changes.
9. After-Hours Work and Additional Rates
Our standard business hours are Monday to Friday, 9:00 AM to 6:00 PM Singapore Time, excluding Singapore public holidays.
Unless otherwise agreed in writing, any work performed outside standard business hours, including nights, weekends, and public holidays, will be deducted or charged at 2x the applicable maintenance-credit or hourly rate.
For example, one hour of remedial work performed on a weekend will utilise two maintenance credits.
The 2x rate applies to work performed outside standard business hours, regardless of when the request was first submitted.
An urgent classification does not automatically guarantee that Webdorks will be available to perform the work immediately.
10. Uptime Monitoring
Where uptime monitoring is included, Webdorks may use a third-party monitoring platform to check whether the website is accessible.
Uptime monitoring is intended to help identify website inaccessibility or downtime earlier.
It is not a guarantee of:
continuous website availability;
immediate detection;
immediate response;
immediate restoration;
security monitoring;
malware detection;
vulnerability detection;
server monitoring; or
prevention of cyberattacks or distributed denial-of-service attacks.
Monitoring services may be affected by false positives, false negatives, internet-routing issues, third-party service limitations, or monitoring-platform downtime.
Advanced monitoring, server monitoring, vulnerability scanners, Cloudflare plans, and third-party subscriptions may be quoted separately.
11. Pre-Existing Conditions and Takeover Websites
For websites not originally developed by Webdorks, the client acknowledges that Webdorks may not have full knowledge of the website’s prior development, configuration, codebase, plugins, themes, hosting environment, security history, or changes made by other parties.
Webdorks will not be responsible for defects, vulnerabilities, compatibility issues, performance issues, downtime, data loss, or other problems arising from or connected with:
pre-existing code;
previous vendor work;
legacy systems;
undocumented customisations;
expired plugin licences;
plugin or theme conflicts;
hosting limitations;
outdated software;
malware or vulnerabilities existing before commencement;
improper prior configuration;
changes made by the client or third parties; or
incomplete or inaccurate information provided to Webdorks.
A takeover review, technical review, security review, or separate remediation scope may be required before ongoing maintenance begins.
The commencement of maintenance services does not mean that Webdorks has audited, approved, warranted, or accepted responsibility for the pre-existing website condition.
12. Third-Party Services and Components
Websites may rely on third-party services or components, including:
hosting providers;
domain providers;
DNS services;
cloud platforms;
plugins;
themes;
APIs;
payment gateways;
email services;
analytics tools;
external databases;
content-delivery networks;
security platforms; and
other vendors.
Webdorks does not control and is not responsible for the availability, security, performance, compatibility, pricing, licensing, updates, discontinuation, or conduct of third-party services.
Where third-party issues occur, Webdorks may assist with investigation or coordination where applicable. Time spent will be deducted from the available credits or billed at the applicable rate.
Third-party subscriptions, licence fees, renewal fees, cloud fees, hosting fees, and external-vendor charges are payable separately unless expressly included in writing.
13. Plugins, Licences, and Client Accounts
Where reasonably practicable, paid plugins, hosting services, domain names, cloud accounts, security platforms, and third-party subscriptions should be purchased and registered directly under the client’s company account.
The client is responsible for:
maintaining valid subscriptions;
renewing licences on time;
maintaining access credentials;
ensuring payment methods remain valid; and
providing Webdorks with the necessary authorised access.
Webdorks is not responsible for issues caused by expired licences, unpaid subscriptions, account suspensions, access revocations, or changes made by the client or third parties.
14. Security Services and VAPT
Basic website security checks are not equivalent to a formal security audit.
Unless expressly quoted and agreed in writing, maintenance services do not include:
Vulnerability Assessment and Penetration Testing (“VAPT”);
code review;
server VAPT;
forensic investigation;
malware cleanup;
security incident response;
advanced web vulnerability scanning;
DDoS protection;
Cloudflare subscription plans;
compliance certification; or
guarantees that the website is secure or free from vulnerabilities.
Where required, Webdorks may recommend a separate security scope or refer the client to a cybersecurity partner.
No website, server, plugin, or security tool can be guaranteed to be completely secure.
15. Backups, Data Loss, and Restoration
Where backup checks or backups are included, Webdorks will use reasonable efforts to maintain or verify backups based on the agreed arrangement.
However, Webdorks does not guarantee:
that every backup will complete successfully;
that every backup will be free from corruption;
that every file or database record will be recoverable;
that third-party backup providers will remain continuously available; or
that restoration will fully recover all data or functionality.
The client remains responsible for maintaining appropriate business-continuity arrangements and any additional independent backups required for its risk profile.
Restoration work, emergency recovery, and extensive troubleshooting may be deducted from maintenance credits or quoted separately.
16. Client Responsibilities
The client must:
provide accurate and complete information;
provide timely website, hosting, server, domain, and third-party access;
nominate authorised representatives;
provide consolidated instructions where reasonably practicable;
maintain valid licences and subscriptions;
notify Webdorks of changes made by the client or other vendors;
maintain appropriate internal approvals;
review deliverables and updates promptly; and
avoid sharing credentials insecurely.
The client is responsible for the acts and omissions of its employees, contractors, agencies, IT providers, marketing agencies, and other third parties with access to the website or related systems.
Webdorks is not responsible for delay, error, data loss, downtime, or additional work caused by incomplete information, delayed access, delayed approvals, or third-party changes.
17. Data Protection and Confidentiality
Each party will comply with applicable data-protection and confidentiality obligations.
Where Webdorks processes personal data on behalf of the client in connection with maintenance services:
Webdorks will process the data only as reasonably necessary to perform the agreed services;
the client remains responsible for ensuring that it has the necessary authority, notices, consents, and lawful basis for its collection and use of personal data;
the client should avoid providing personal data unless reasonably required;
Webdorks may use third-party service providers where reasonably necessary to perform the services; and
the parties may enter into a separate data-processing agreement where required.
The client should inform Webdorks if the website processes sensitive, regulated, financial, health, or high-volume personal data so that the parties can assess whether additional safeguards or a separate scope are required.
18. Suspension of Services
Webdorks may suspend or decline maintenance or support services where:
invoices remain unpaid;
maintenance credits have been exhausted;
required access has not been provided;
the client instructs Webdorks to perform unlawful, unsafe, or unauthorised work;
the website presents an unacceptable security or operational risk;
the requested work falls outside the agreed scope and no further approval is provided; or
continued work may reasonably cause further damage or instability.
Suspension does not waive the client’s obligation to pay outstanding fees.
19. Exclusions
Unless expressly agreed in writing, maintenance and support services do not include:
new website features;
website redesign;
full page rebuilds;
content restructuring;
custom development;
major plugin replacement or redevelopment;
extensive debugging;
extensive remediation;
malware cleanup;
forensic investigation;
hosting migration;
server migration;
server administration;
VAPT;
code review;
third-party system fixes;
compliance audits;
SEO strategy;
keyword research;
content writing;
backlink building;
recurring technical SEO audits;
paid plugin licences;
hosting fees;
cloud fees;
Cloudflare fees; or
other third-party subscriptions.
The above may be quoted separately.
20. Warranty
To the fullest extent permitted by law, maintenance and support services are provided on a reasonable-efforts and “as available” basis.
Webdorks does not warrant that:
the website will always be available;
the website will be error-free;
all defects will be identified;
all defects will be corrected;
every issue will be resolved;
the website will be completely secure;
third-party systems will remain compatible; or
the services will meet any requirement not expressly agreed in writing.
21. Limitation of Liability
To the fullest extent permitted by law, Webdorks will not be liable for any indirect, incidental, special, exemplary, punitive, or consequential loss or damage.
This includes, without limitation:
loss of profits;
loss of revenue;
loss of business;
loss of opportunity;
loss of anticipated savings;
loss of goodwill;
reputational damage;
loss or corruption of data;
business interruption;
downtime;
loss arising from cyberattacks;
loss arising from third-party services; and
loss arising from changes made by the client or third parties.
To the fullest extent permitted by law, Webdorks’ total aggregate liability arising out of or in connection with the applicable maintenance or support services will not exceed the total fees actually paid by the client to Webdorks for the applicable maintenance or support services during the 12 months immediately preceding the event giving rise to the claim.
Nothing in this Policy excludes or limits any liability that cannot lawfully be excluded or limited.
22. Client Indemnity
The client will indemnify and hold Webdorks harmless against third-party claims, losses, liabilities, and reasonable costs arising from:
content, materials, or instructions supplied by the client;
infringement of third-party rights by client-supplied materials;
unlawful or unauthorised use of the website;
changes made by the client or its other vendors;
the client’s breach of applicable law; or
the client’s breach of this Policy.
This clause does not apply to the extent that the claim is directly caused by Webdorks’ wilful misconduct.
23. Force Majeure
Webdorks will not be liable for delays or failure to perform caused by events beyond its reasonable control, including:
internet outages;
hosting-provider outages;
cloud-platform outages;
cyberattacks;
DDoS attacks;
acts of government;
regulatory restrictions;
power failures;
natural disasters;
labour disruptions;
third-party service failures; or
events affecting critical infrastructure.
Webdorks will use reasonable efforts to resume services where practicable.
24. Termination and Expiry
Either party may terminate the maintenance arrangement in accordance with the applicable quotation or written agreement.
Unless otherwise agreed in writing:
prepaid maintenance fees are non-refundable once the package has commenced;
unused credits expire upon termination or expiry;
Webdorks may retain reasonable records of work performed;
the client remains responsible for outstanding fees; and
assistance with handover, migration, backup preparation, or credential transfer may be deducted from remaining credits or quoted separately.
25. Updates to This Policy
Webdorks may update this Policy from time to time.
The version applicable to a maintenance package will generally be the version referenced at the time the quotation, renewal, or additional scope is accepted, unless:
the parties agree otherwise in writing;
the update is required by law; or
the updated term relates to a new service, renewal, or additional scope accepted by the client.
Material changes will not retrospectively reduce an existing client’s rights without reasonable notice.
26. Governing Law and Jurisdiction
This Policy and the applicable maintenance arrangement are governed by the laws of Singapore.
The parties submit to the exclusive jurisdiction of the courts of Singapore unless otherwise agreed in writing.
27. Contact
For general support and non-urgent maintenance requests, please contact us through the designated email support channel / respective designer or developers in-charge.
For Premium / Proactive Maintenance clients, the dedicated WhatsApp hotline should be used only for urgent and critical website matters.
Webdorks Pte. Ltd.
UEN: 202011276G
9 North Buona Vista Drive, #02-01
Singapore 138588
