Understand what your maintenance plan covers
The plan shown at purchase and your agreed service scope define the work included in a subscription. Review its website allowance, billing period, support allocation and published terms.
Typical care activities
Depending on the plan, care may include health reviews, backup verification, update planning, troubleshooting and an allocated amount of development or support work.
Allowances and priorities
Submit clear requests through your customer account. Work is assessed against the agreed scope, available allowance and business priorities. Annual offers may allocate support for the annual billing period; read the selected plan rather than assuming a monthly allowance or rollover.
Work that needs a separate agreement
- Major platform upgrades, redesigns and new application builds
- Hosting, domain, platform and third-party license charges
- Extensive recovery or work outside the purchased allowance
- Continuous monitoring, emergency coverage or guaranteed response unless explicitly agreed
Access and approvals
Use an agreed secure access channel and least-privilege accounts. Do not place passwords, private keys or card details in public enquiries or ordinary ticket messages. Production changes follow the approval and access arrangements agreed during onboarding.