Professional support, maintenance and response standards for digital services

Website maintenance may include small content updates, page checks, broken link review, form testing, image optimization advice, redirect review, metadata updates, basic performance checks and minor fixes within the active plan limits.

WordPress maintenance may include plugin update review, theme update guidance, backup checks, security recommendations, minor bug fixes, page edits and compatibility review where included. Major conflicts may require extra work.

Shopify and eCommerce maintenance may include product updates, theme section edits, app review, checkout checks, collection updates, basic SEO updates and store issue troubleshooting where included.

Custom software maintenance may include bug review, report checks, user access troubleshooting, database-related review, admin panel adjustments and integration support for features within the supported codebase.

SEO maintenance may include metadata updates, technical checks, content recommendations, local SEO updates, schema review, Search Console issue review and analytics tracking checks based on plan scope.

Maintenance does not automatically include new feature development, full redesigns, major page rebuilds, large content writing tasks, unpaid plugin work, malware cleanup, third-party provider disputes or work outside the agreed support plan.

A request may be escalated when it affects live business operations, checkout, login access, security, a critical API, client portal access, important forms, production availability or a large number of users.

Clients should provide the website URL, affected page, screenshots, error messages, browser or device details, time of issue, steps to reproduce, recent changes, access details where needed and business impact description.

Our team reviews the issue, checks scope, confirms access, evaluates likely cause, reviews logs where available and determines whether the issue is within our supported systems or depends on third-party action.

Where a full fix requires more time, we may recommend a temporary workaround, rollback, plugin disablement, redirect change, hosting provider ticket, backup restore or temporary content update if appropriate.

If the issue depends on hosting, domain, DNS, payment gateway, Shopify, plugin vendor, app provider, API provider or server provider, we may guide or coordinate where possible, but final resolution may depend on that provider.

For major incidents, a post-incident review may identify cause, corrective action, prevention steps, maintenance recommendations, security improvements or required upgrades.

This Service Level Agreement covers Nexus Web & Software support and maintenance expectations for websites, software platforms, mobile apps, WordPress, Shopify, WooCommerce, SEO, APIs, dashboards, client portals, hosting support and technical assistance.

Response times depend on the active support plan, request priority, business hours, client information provided, third-party availability and project agreement. Emergency or priority response requires an active priority support plan unless otherwise agreed in writing.

Urgent issues may include live website downtime, broken checkout, critical security issues, major form failure, client portal outage, business-critical API failure or a severe production issue affecting many users.

Standard support may exclude new feature development, major redesigns, third-party outages, hosting provider failures, malware cleanup, unpaid third-party tools, client-caused errors, unsupported platforms and work outside the agreed support scope.

No. New features, new pages, major design changes, new integrations, new app screens, new dashboards or large content work are normally quoted separately unless included in the active agreement.

Website uptime depends on hosting provider, server resources, DNS, third-party services, platform updates and other external factors. Uptime guarantees are only available where included in a specific managed hosting or enterprise agreement.

Support can be requested through the support center, client portal, email or approved communication channel. Include the website URL, issue details, screenshots, error messages, steps to reproduce and urgency level.

Yes. You can request an upgraded support plan, priority support, managed maintenance or a dedicated SLA based on your website, software, app, eCommerce store or business needs.