This agreement defines how and how fast we handle incidents on websites and systems with an active ERuiz Tech maintenance plan. It is signed together with the plan and is part of the accepted proposal.
Who it applies to
It applies to clients with an active monthly maintenance plan (Essential, Ongoing, Business or Operations) and to custom systems whose support plan was defined in the proposal.
Support hours and channels
We provide support Monday to Friday from 9:00 to 18:00 and Saturdays from 9:00 to 13:00, Peru time, except public holidays. The times in this agreement are counted in business hours and days within that schedule.
- WhatsApp: +51 938 658 954.
- Email: soporte@agencia.eruizgroup.com.
- Each incident is logged with its report date and time, and the client is notified when it is resolved.
Priorities
- Critical: the website or system is down, or the business cannot sell, charge or issue receipts.
- High: an important feature fails (forms, payments, invoicing, bookings), but the rest works.
- Normal: content changes, questions, minor adjustments or improvements.
Response times: Essential and Ongoing plans
- Critical: first response within 4 business hours and a fix or temporary workaround within 1 business day.
- High: first response within 1 business day and a fix within 2 business days.
- Normal: first response within 2 business days; changes are handled within the plan monthly allowance.
Response times: Business and Operations plans
- Critical: first response within 2 business hours and a fix or temporary workaround the same business day.
- High: first response within 4 business hours and a fix within 1 business day.
- Normal: first response within 1 business day and handling within 2 business days, within the plan monthly allowance.
What the service includes
- Uptime monitoring of the website or system.
- Backups at each plan frequency: monthly on Essential and weekly from the Ongoing plan.
- Updates, security reviews and a valid SSL certificate.
- Restoration from the latest backup if data is damaged or lost.
- A report of the work done when the plan includes it.
What it does not cover
- Development of new features or design changes, which are quoted separately.
- Failures of third-party services: hosting provider, payment gateway, SUNAT, WhatsApp or other platforms. In those cases we keep you informed and act as soon as the provider allows it.
- Problems caused by changes made by third parties without coordinating with us.
- Force majeure.
Client responsibilities
- Report incidents through the channels above, with as much detail as possible (what happened, when and screenshots).
- Keep plan payments and third-party services contracted by the business up to date.
- Let us know before giving access to other people or providers.
Term
The agreement is in force while the maintenance plan is active and renews every month with it. Any client-specific conditions are stated in their proposal and prevail over this general text.