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🖥️ Technical Support Policy – SquidTech (Pty) Ltd

Effective Date: 13 August 2025
Company: SquidTech (Pty) Ltd
Website: www.squid-tech.co.za

1. Introduction

SquidTech (Pty) Ltd provides professional technical support to ensure that client websites and digital platforms remain secure, stable, and fully functional.
This support is provided under structured service levels, which define the scope of work, turnaround times, and escalation procedures.

2. Why Technical Support is Important

Websites are not static; they require ongoing care to stay reliable. Technical support ensures:

  • Security – protection against hacks, malware, and vulnerabilities

  • Performance – faster load times and smoother user experience

  • Compatibility – ensuring themes, plugins, and WordPress core updates don’t conflict

  • Uptime – proactive monitoring reduces downtime risks

  • Business continuity – prevents costly disruptions and lost sales

  • Emergency response – quick resolution when issues arise

Without structured support, minor issues can escalate into critical failures.

3. Support Structure

We provide technical support through tiered service levels:

🟢 Level 1 – Basic Support

  • Response: 24–48 hours

  • Covers: small content changes, plugin updates, minor troubleshooting

  • For: clients needing light support occasionally

🟡 Level 2 – Standard Support

  • Response: 4–12 hours (business days)

  • Covers: plugin/theme conflicts, site errors, hosting queries, optimisation

  • Includes: monthly plugin updates, backups, uptime monitoring

  • For: SMEs that need stable websites

🔴 Level 3 – Priority Support

  • Response: 1–3 hours (business days, emergencies prioritised)

  • Covers: all Level 2 services + emergency recovery, malware removal, database repairs

  • Includes: proactive monitoring, weekly backups, detailed reporting

  • For: e-commerce, ticketing, and high-traffic sites

4. Scope of Support

Covers:

  • WordPress core updates & compatibility

  • Plugin/theme updates & troubleshooting

  • Shared hosting support (emails, DNS, SSL)

  • Backup management & restoration

  • Security scans & malware removal

  • WooCommerce & payment gateway support

Excludes:

  • Major redesigns or feature builds

  • Third-party API integrations beyond setup

  • Content creation (blogs, graphics, products)

5. Communication & Support Channels

Support requests may be submitted via:

  • 📧 Email: chazz@squid-tech.co.za

  • 💬 WhatsApp: +27 78 814 7608

  • ☎️ Cell: +27 78 814 7608 (emergencies only)

All requests are logged and tracked for accountability.

6. Suspension for Non-Payment

  • Support is provided under active contracts.

  • If invoices or hosting fees remain unpaid, support may be suspended until accounts are fully up to date.

7. Professional Conduct

  • Support must be conducted respectfully and professionally.

  • Abusive or harassing communication towards SquidTech staff will result in immediate suspension or termination of services.

8. Why Structured Support Protects You

  • Predictable costs instead of unpredictable emergency bills

  • Priority access to experts when things break

  • Reduced downtime, preventing lost revenue

  • Peace of mind knowing your site is maintained and secure

✍️ By subscribing to our Technical Support services, you confirm your understanding of the importance of structured maintenance and agree to the above terms.