Annual Maintenance Plan Terms

Your Annual Maintenance Plan covers a specific set of pre-defined services for a period of 12 calendar months from the date of activation. Any services requested that fall outside this defined scope will be identified, communicated to you, and quoted separately before any additional work begins.

The Plan applies to the specific website(s) identified at the time of purchase. It does not automatically extend to additional websites, subdomains, or new websites built after the plan commences unless explicitly agreed in writing.

The number of new pages and products that can be added to your website under your Annual Maintenance Plan is not fixed in this document. It is agreed individually with each client based on the scope and value of their specific plan — and is clearly stated in your signed maintenance contract or proposal.

This approach is intentional. A client on a basic maintenance plan has different needs and a different plan value to a client running a high-volume eCommerce store or a multi-service business website. We believe your allowances should reflect what you actually need — not an arbitrary number that fits everyone the same.

Rules that apply to all plans regardless of allowance:

• Unused allowances do not carry forward. Any unused page or product additions at the end of your 12-month plan year do not roll over into the following year.
• Editing and updating existing pages or products does not count toward your allowance, provided the edits fall within the routine maintenance scope.
• Additions beyond your agreed allowance are charged at standard per-page or per-product rates applicable at the time of the request. We will always seek your written approval — and share the cost — before proceeding with any additional billable work.
• All new page or product additions require complete client-supplied content — text, images, pricing data — to be provided before work can begin. We do not write content as part of any maintenance plan.
• Neel Networks defines what constitutes a distinct "page" or "product" for billing purposes. A landing page with multiple sections counts as one page. A product with multiple variants counts as one product.
• Allowances can be increased mid-year if your needs grow. Contact us and we will quote a prorated top-up for the remaining months of your plan.

The following services are included as part of your Annual Maintenance Plan, subject to the fair use policy described in Section 05 and the page/product allowances defined in your individual maintenance contract:

• Plugin & CMS Updates — Regular updates to WordPress core, plugins, themes, and third-party extensions to maintain compatibility, security, and performance.
• Bug Fixes — Identification and resolution of bugs that prevent your website from functioning correctly, whether visual or functional.
• Error Resolution — Fixing PHP errors, broken links, database errors, 404 pages, server-side issues, and similar technical errors that affect user experience.
• Technical Glitch Resolution — Addressing unexpected technical issues such as layout breaks, form malfunctions, payment gateway errors, or minor display inconsistencies across browsers or devices.
• Security Monitoring — Basic monitoring for malware, spam injections, and known security vulnerabilities. Includes minor remediation of common threats. Major attack recovery may be quoted separately depending on scope.
• Performance Checks — Periodic review of site loading speed and basic optimisation within the existing codebase — caching configuration, image optimisation, and database cleanup where applicable.
• Backup Verification — Confirming that your scheduled backups are running correctly and files are intact. Note: backup storage setup and management is a separate service.
• New Page Additions — New pages added up to the allowance agreed in your maintenance contract, provided complete content is supplied by you before work begins.
• New Product Additions (eCommerce) — New products added up to the allowance agreed in your maintenance contract for WooCommerce or Shopify stores, provided complete product data is supplied by you.
• Minor Content Updates — Small text changes, image swaps, contact detail updates, and other minor content edits within existing pages, subject to fair use.
• SSL & Hosting Liaison — We will liaise with your hosting provider on technical issues related to SSL, server configuration, email delivery, and similar hosting-level matters on your behalf.
• CMS & Admin Training — Up to 1 hour of training per plan year (via video call) to help you or your team manage the website's admin panel more effectively.

The following are explicitly not covered under any Annual Maintenance Plan. These items will always be scoped, quoted, and billed separately — regardless of the plan tier or contract value:

• Page or product additions beyond the allowance agreed in your individual maintenance contract — any excess will be quoted and billed separately with your prior written approval
• Complete website redesigns, structural overhauls, or rebranding
• Development of new features, custom plugins, new integrations, or functionality not present in the original website
• Content writing, SEO copywriting, blog post creation, or any form of written content production
• Graphic design work, new banner creation, new illustrations, or brand asset production
• Third-party software licensing costs — premium plugins, themes, APIs, paid tools, or platform fees
• Domain renewal fees, hosting charges, or SSL certificate renewal fees
• Recovery from major hacks or data loss events caused by client-side modifications, third-party plugin vulnerabilities, or compromised credentials
• Server migration, hosting provider migration, or platform migration (e.g., WordPress to Shopify)
• Social media management, Google Ads management, or any digital marketing activities
• SEO strategy, keyword research, link building, or ongoing SEO management
• Mobile app development or modifications
• Any work on websites not originally built by Neel Networks or formally transferred to us with a technical handover
• Bespoke development work that would normally require a separate project scope and quote

All included services are subject to fair and reasonable use. Your Annual Maintenance Plan is designed to cover routine website upkeep — not to serve as an unlimited on-demand development service, content production resource, or design studio.

What fair use means in practice:

• Maintenance requests must be submitted through the official support channel — email to support@neelnetworks.com — not via phone calls, or verbal instruction. This ensures every request is tracked, prioritised, and completed correctly.
• Priority order: Neel Networks will always prioritise critical issues (site down, broken checkout, security breach) over cosmetic or non-urgent requests, regardless of the order in which requests were received.
• Volume of requests: If a client's cumulative requests in a given month require an excessive and disproportionate amount of time relative to the plan value — for example, requesting dozens of minor edits per week — we reserve the right to flag this and convert the excess into a separate billable quote.
• One request at a time: We ask that clients allow us to complete one request before submitting the next. Simultaneous multiple requests will be queued and handled in priority order.
• Content must be ready: Any request that requires content (text, images, files) before work can begin must have that content fully provided at the time of the request. Incomplete requests will be held in queue until content is received.

We classify all maintenance requests into three priority levels. Response time refers to the time from when we receive and acknowledge your request to when we begin active work on it:

All maintenance requests must be submitted via the official channels below. We cannot action or track requests received verbally or through informal channels such as personal numbers, phone calls, or social media messages.

• The plan is active for exactly 12 calendar months from the date on which payment is confirmed and the plan is formally activated.
• Plan benefits do not pause or extend due to periods of inactivity, client unavailability, or periods when no maintenance requests are submitted. The 12-month clock runs continuously from activation.
• If there is a gap between payment date and formal activation (e.g., the website is still being built), the plan start date will be agreed upon in writing at the time of activation.
• We will send you an activation confirmation email clearly stating your plan start date, end date, and the page/product allowances included.
• The plan applies to the specific domain(s) confirmed at activation. Changes to the primary domain must be notified to us in writing.

• Renewal is not automatic: Your plan will not auto-renew or auto-bill at the end of the 12-month period. You have full control over whether to renew.
• Renewal reminder: We will contact you 30 days before your plan expiry via email with renewal options and current pricing. We may follow up with a second reminder 14 days before expiry.
• Lapsed plans: If your plan expires without renewal, maintenance coverage ceases immediately. We will not perform any maintenance work outside a valid active plan — all requests will be quoted individually at standard hourly rates.
• Late renewal: If you renew after expiry, the new plan starts from the renewal payment date. Lapsed periods are not backdated or prorated. Any work performed during the gap between plans will be charged at standard rates.
• Renewal pricing: We reserve the right to adjust Annual Maintenance Plan pricing at renewal. Any pricing changes will be communicated at least 30 days before your renewal date, giving you time to make an informed decision.
• Upgrading your plan: If you wish to upgrade to a higher-tier plan or increase your page/product allowances mid-year, contact us. We will calculate a prorated upgrade cost for the remaining months of your current plan.

A maintenance plan works best as a partnership. To enable us to protect and maintain your website effectively, you agree to the following:

• Provide timely access. When requested for maintenance work, provide access to your website admin panel, hosting account, FTP/SFTP, and any relevant third-party accounts (payment gateway, email marketing platform, etc.) within 1 business day.
• Supply complete content for new additions. All content (text, images, product data, pricing, descriptions) required for new page or product additions must be provided in full before we begin the work. Incomplete content submission will delay your request.
• Review and approve completed work promptly. Aim to review completed tasks within 5 business days of our completion notification. Work not reviewed within this window is considered accepted and may be pushed live.
• Inform us of any third-party changes. If you, your team, or another agency makes changes to the website — including installing new plugins, updating themes, modifying code, or changing hosting settings — notify us immediately. Unauthorised changes may void maintenance coverage for affected areas.
• Do not make direct code changes without notifying us. Editing PHP files, theme files, or database records without our knowledge can break the site and will fall outside maintenance scope if it causes issues.
• Keep your contact information current. Ensure we always have your current email address and phone number. Renewal reminders and support updates are sent to the contact details on file.
• Report issues promptly. If you notice something wrong with your website, report it as soon as possible. Delayed reporting of issues (particularly security issues) can make resolution more complex and costly.
• Maintain your own backups. While we verify backups as part of the plan, we strongly recommend that you independently maintain copies of your website files and database in a separate secure location.

11.1 Payment

• Annual Maintenance Plans must be paid in full at the time of activation, unless a specific written payment schedule has been agreed upon.
• We accept bank transfers (NEFT/IMPS/SWIFT), UPI, PayPal, Wise, and other methods as agreed.
• Any additional work billed beyond your plan limits (e.g., extra page additions, out-of-scope requests) is payable within 15 days of invoice date.
• Late payment of additional invoices may result in a pause of maintenance services until the outstanding amount is cleared.

11.2 Refunds

• Annual Maintenance Plans are non-refundable once activated, as the plan represents a commitment of team resources for the entire year.
• In the exceptional circumstance that Neel Networks is unable to fulfil the plan obligations due to reasons within our control, a prorated refund for the genuinely unused remaining period may be considered at our discretion, after deducting the value of all services already delivered.
• Refunds are not provided for unused page or product allowances at the end of the plan year.
• If a client terminates the plan mid-year for reasons unrelated to our non-performance, no refund will be issued. However, we will honour all pending approved requests in the queue at the time of termination.

Neel Networks shall not be liable for any indirect, incidental, consequential, or punitive damages arising in connection with the Annual Maintenance Plan — including but not limited to:

• Website downtime or unavailability caused by hosting provider failures, server outages, or third-party platform issues beyond our control
• Data loss resulting from server failures, third-party plugin conflicts, or client-side modifications
• Security breaches originating from vulnerabilities in third-party plugins, themes, or hosting environments not within our maintenance scope
• Loss of revenue, loss of customers, or business disruption arising from website issues
• Any consequences of the client modifying the website without notifying us

Liability cap: Our total aggregate liability under any Annual Maintenance Plan shall not exceed the total annual plan fee paid by the client for the current active plan year.

Neel Networks does not guarantee specific search engine rankings, website traffic levels, conversion rates, or business outcomes as part of any maintenance plan. These are influenced by factors beyond our control.

Neel Networks reserves the right to update these Annual Maintenance Plan Terms at any time. The most current version will always be available at neelnetworks.com/annual-maintenance-plan-terms.

For active plan holders, material changes to these terms will be communicated via email at least 14 days before the changes take effect. Continuing to use your plan after the effective date of any changes constitutes acceptance of the revised terms.

For new plan purchases, the terms in effect at the time of plan activation apply for the full duration of that plan year.

These Annual Maintenance Plan Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising from or related to the Annual Maintenance Plan shall be subject to the exclusive jurisdiction of the Courts of Mumbai, Maharashtra, India.

Both parties agree to first attempt dispute resolution through good-faith negotiation before initiating formal legal proceedings. This is consistent with our general dispute resolution process described in our Terms of Service.

For any questions, concerns, or requests related to your Annual Maintenance Plan or these terms, please contact us through any of the following channels: