Website Access & Maintenance Policy

Contents

1. What we mean by “access”

   “Access credentials” include any logins for FTP/SFTP, cPanel/Plesk, SSH, database admin, CMS (like WordPress Admin), cloud or server consoles, and similar systems.

2. Access credentials

   1. We can share admin/hosting logins with you on request. Please change these passwords immediately after you receive them.
   2. Do not share your logins with us unless you are hiring us for new work (updates, fixes, features). That new work will be scoped and billed.
   3. We recommend named user accounts, appropriate roles, and multi‑factor authentication (MFA) wherever possible.

3. When clients manage access

   Important: If you or your team control the logins, you’re responsible for changes made using those logins.

   1. We’re not responsible for errors, outages, broken features, performance issues, or loss of data caused by client‑side changes or third parties you authorize.
   2. We’re not responsible for security incidents (like malware or hacking) resulting from credential exposure, weak passwords, missing updates, unsafe plugins/themes, code edits, or server misconfiguration.
   3. Fixes, investigations, or restorations under client‑managed access are treated as new, billable requests.

4. When Neel Networks manages access

   Good to know: If we’re the only party managing access, we take care of technical upkeep as part of your plan.

   1. We maintain updates on a sensible schedule (for example, a monthly patch window) and keep an eye on basic uptime when included in your plan.
   2. If an issue is caused by our configuration or code, we’ll fix it within your plan at no extra cost.
   3. Where a fix needs paid third‑party items (premium plugin renewals, license upgrades, infrastructure scaling), we’ll ask for your approval before any such costs.

5. Updates & compatibility

   1. We’ll let you know when important updates are available (WordPress core, plugins, PHP versions, libraries, frameworks).
   2. Updates may be billable unless your maintenance plan says otherwise. We’ll give you an estimate first.
   3. Major version jumps can require extra work (for example, theme changes or plugin replacements); we’ll quote if needed.
   4. Where possible, updates are tested on a staging site before going live.

6. Backups & restore

   1. If Neel Networks manages your hosting, we set up scheduled backups according to the plan we agree with you.
   2. If you manage hosting, you’re responsible for backups unless we’ve agreed otherwise.
   3. Restores are included if the issue was caused by us while we manage access; otherwise, restores are billable.

7. Security & incidents

   1. We recommend MFA for admins, least‑privilege roles, and regular password rotation.
   2. We may suggest security plugins, WAF/CDN services, malware scanning, and server hardening. Third‑party fees are paid by you.
   3. Incident handling under client‑managed access is billable. Under Neel‑managed access, we’ll handle issues within your plan if they stem from our systems or code.

8. Third‑party tools & licenses

   1. Your website can depend on hosting providers, domains, plugins, themes, APIs, and other services run by third parties.
   2. You’re responsible for renewals (domain, SSL, premium plugins) unless your plan explicitly includes them.
   3. If a vendor makes breaking changes (like an API deprecation), extra development may be needed — we’ll quote for that work.

9. Content & compliance

   1. You’re responsible for the accuracy and legality of the content and data you provide or publish.
   2. Any tips we share about privacy, cookies, or regulations are for guidance only; please consult your advisor if you need legal advice.

10. Support & change requests

    1. Standard support hours: 10:00–18:00 IST (Mon–Fri). For emergency/SLA options, ask us about maintenance plans.
    2. Response times vary by plan and complexity.
    3. New features, redesigns, and migrations are out of scope of regular support and will be quoted or billed hourly.

11. Fees

    1. Work requested while you manage access is chargeable at our standard hourly rate or per approved scope.
    2. Work included in a Neel‑managed plan is covered; anything extra will be quoted first.
    3. Third‑party costs (licenses, premium plugins, infrastructure) are payable by you after approval.

12. A simple note on liability

    We do our best to keep your site healthy. When you control the logins, you also control the risk — so we can’t be responsible for issues caused by access or changes outside our control. When Neel Networks manages access, we’ll fix issues that come from our configuration or code as part of your plan.

13. Questions? Contact us

    • support@neelnetworks.com