Technical Support Policy

Technical support is the ongoing assistance provided by Neel Networks to ensure that your website continues to function correctly after it has been delivered and launched. It is the bridge between project completion and long-term performance.

In simple terms, technical support covers three broad areas:

• Reactive support — fixing things that break or stop working, responding to errors, resolving unexpected issues that arise after launch.
• Proactive support — monitoring, updates, backups, and security checks that prevent problems before they happen.
• Assistance support — helping you make small changes, understand how your website works, configure tools, and use your CMS effectively.

Technical support is different from new development work. Adding a new feature, building a new page from scratch, redesigning a section, or creating new integrations are development tasks — not support tasks. These are always quoted and billed separately. See Section 4 for the full list of what is not covered under support.

Every website, web application, or digital product we deliver includes 12 months of free technical support, commencing from the date the project goes live. This is included automatically — you do not need to purchase it separately or ask for it.

Key facts about your free 1-year support:

• Starts from launch date — the 12-month clock begins the day your website goes live to the public. It does not start from the payment date or the project start date.
• Requires our hosting access — this free support applies only where the website is hosted on infrastructure managed by Neel Networks, with our team holding the hosting credentials and control. If hosting is managed by you, your IT team, or any third party without our access, free support does not apply — see Section 4 and our Credential Handover Disclaimer.
• Covers the specific website delivered — free support applies to the website as we built and delivered it. Additional websites, new projects, or websites not built by us are not included.
• Delivered by the same team — the engineers and designers who built your website handle your support requests. No third parties, no generic helpdesks.
• Does not auto-renew — after 12 months, the free support period ends. You choose whether to continue with a paid support option. We will remind you in advance.
• Subject to fair use — free support is for routine post-launch care, not unlimited on-demand development. See Section 10 for our fair use policy.

During your free 1-year support period, the following are covered at no additional charge — provided the issue arises from our original work, the website remains on hosting we manage and hold credentials for, and the issue is not caused by client-side changes:

• Bug fixes — any bugs, errors, or broken functionality in code written by us for your project. If we built it and it breaks, we fix it for free.
• Error resolution — PHP errors, JavaScript errors, broken forms, database errors, 404 pages, server configuration issues, and similar technical problems arising from our delivery.
• Technical glitch resolution — layout breaks, display inconsistencies across browsers or devices, payment gateway errors, login issues, CMS errors.
• Minor content updates — small text changes, phone number or address updates, image swaps, minor copy edits on existing pages. Not bulk content updates or new pages.
• Plugin and CMS updates — for WordPress and similar CMS websites: routine updates to plugins, themes, and WordPress core, applied safely to maintain security and compatibility.
• Security monitoring — basic monitoring for malware, spam injections, and known vulnerabilities. Minor security fixes are included; recovery from major breaches may be quoted separately.
• SSL and hosting liaison — addressing SSL errors, hosting-level issues, and domain-related problems on our managed server.
• Form and email troubleshooting — fixing broken contact forms, enquiry forms, checkout forms, and email delivery issues from our server.
• DNS query support — answering questions and making changes to DNS settings for domains on our hosting.
• CMS guidance — up to 1 hour of guidance per quarter on how to use your WordPress admin, Shopify dashboard, or other CMS to manage your own content.

The following are never covered under free technical support — regardless of whether you are in your free year or on a paid plan. These are always quoted and billed as separate work:

• Websites hosted outside our control — if the website is hosted on a server, VPS, or platform where Neel Networks does not have hosting credentials and administrative access, free and paid support under this policy do not apply at all, regardless of who developed the site.
• New features or functionality — any feature, page, or integration that was not part of the original project scope and quote.
• New pages — creating additional pages beyond those delivered in the original project (subject to your maintenance plan allowance if applicable).
• Website redesign — changing the look, layout, or structure of your website after delivery and approval.
• Content creation — writing, editing, or producing website content, blog posts, product descriptions, or marketing copy.
• Graphic design — creating new banners, illustrations, infographics, social media assets, or brand materials.
• Issues caused by client-installed plugins or themes — if you install a plugin or theme that breaks your website, fixing it is billable work.
• Issues caused by client code edits — if you or your team edit PHP files, CSS, or theme code directly and cause a problem, repair is billable.
• Issues caused by third-party developers — if another agency or freelancer makes changes that cause problems, restoring the website is paid work.
• SEO management — ongoing SEO strategy, keyword research, link building, or content optimisation.
• Marketing and advertising — Google Ads, social media management, email campaigns.
• Third-party software licensing costs — premium plugins, API subscriptions, Google Workspace, payment gateway fees.
• Data migration — moving your website to a new hosting provider or platform.
• Recovery from major security breaches caused by client actions, weak passwords, or third-party plugin vulnerabilities.

Whether under free support, an Annual Maintenance Plan, or Prepaid Support Hours, here is a complete overview of the technical support services we deliver:

We classify all support requests by priority. Response time means the time from when we receive and acknowledge your request to when we begin actively working on it:

All response times are measured in business hours (working days, excluding Indian public holidays). We make every reasonable effort to meet these commitments but cannot guarantee them for issues caused by third-party service outages or force majeure events.

All support requests must be submitted through our official channels. We cannot track or action requests made verbally or through informal messages to personal numbers.

• 1. Email admin@neelnetworks.com — this is the best and fastest way to raise a support request. Include: your website URL, a clear description of the issue, screenshots if applicable, and when the issue started. The more detail you include, the faster we can diagnose and resolve it.
• 2. We acknowledge and classify your request — we confirm receipt of your request within our response time window, classify the priority level, and confirm whether it falls within your free support or maintenance plan scope. If it is out of scope, we will tell you before doing any work — and provide a quote if applicable.
• 3. We fix the issue and notify you — once resolved, we notify you with details of what was done. For visible changes, we share before/after screenshots or a staging link for your review where applicable.
• 4. You review and confirm within 3 business days — please check that the fix is working as expected. If the issue recurs or the fix is not complete, just reply to the same email thread and we will revisit it. Issues not flagged within 3 business days of resolution are considered closed.

Your free 1-year support is a strong foundation — but websites need ongoing care. When your free year ends, you have three options to continue receiving our support:

We will send you a reminder 30 days before your free support period ends with renewal options and pricing. We recommend deciding before your free year ends to avoid any gap in coverage — even a few weeks without active monitoring and updates can introduce vulnerabilities.

Free post-launch support is designed for routine post-launch care — not as an unlimited development service or a substitute for a maintenance plan. The following fair use rules apply:

• All requests must be submitted via email. We cannot manage or track support requests received only through phone calls or verbal instructions.
• One request at a time. Allow us to resolve one issue before raising the next. Simultaneous requests will be queued and handled in priority order.
• Content for any update must be ready at the time of request. We cannot begin work on updates that require client-supplied content (text, images, files) until that content is fully provided.
• Volume limits apply to minor content updates. Free support includes minor content updates on a reasonable basis — not daily or weekly bulk content changes. Clients requiring frequent content updates should consider an Annual Maintenance Plan.
• We prioritise critical and high-priority issues over standard requests, regardless of request order.
• Support applies to the delivered website only, on hosting we manage. We cannot provide free support for changes you or a third party have made to the website codebase or database after delivery, or for any website hosted on infrastructure outside our access and control.

These Technical Support terms are governed by the laws of India. Any disputes arising from technical support services shall be subject to the exclusive jurisdiction of the Courts of Mumbai, Maharashtra, India.

Limitation of liability: Neel Networks shall not be liable for any indirect, incidental, or consequential damages arising from website downtime, data loss, or technical failures — including those caused by third-party platforms, hosting providers, or force majeure events. Our total liability for any support-related claim is limited to the fees paid for the specific service giving rise to the claim in the preceding 6 months.

Hosting control is a precondition of this policy: all free and paid support commitments described on this page assume Neel Networks holds hosting credentials and administrative access to the website's infrastructure. Where that access is not held by us, no service level, response time, or coverage described on this page applies, irrespective of the reason access is unavailable.

Neel Networks does not guarantee specific outcomes (traffic, rankings, conversions, revenue) as part of any technical support service. We guarantee our response times and the quality of our technical work — outcomes depend on many factors outside our control.

These terms may be updated at any time. The current version will always be available on this page. Material changes will be communicated to active clients 14 days in advance.

Email us at admin@neelnetworks.com with your issue and website URL — we'll be on it.