DXBMARK
LEGAL DOCUMENTATIONVersion 1.0

SLA & Support

Systems availability agreements, response parameters, ticket routes, and support hours.

Effective Date: June 01, 2026|Last Updated: June 01, 2026|Version: 1.0|Reading Time: 8 min read

1. Purpose

This SLA and Support Policy defines general support channels, support hours, service packages, post-delivery support, maintenance, updates, bug handling, uptime commitments, hosting scope, domain renewal rules, backups, third-party provider responsibility, emergency support, and support exclusions for DXBMARK services.

Specific support commitments apply only where stated in a written package, proposal, invoice, statement of work, SLA, support plan, hosting plan, maintenance plan, or service agreement.

2. No Implied SLA

DXBMARK does not provide an implied service level agreement, uptime guarantee, response-time guarantee, emergency recovery commitment, unlimited support, unlimited updates, or 24/7 support unless expressly stated in writing.

Where no written SLA applies:

  • Support is provided on a reasonable-efforts basis
  • Response times are not guaranteed
  • Uptime percentages are not guaranteed
  • Maintenance is limited to the agreed scope
  • Third-party provider issues are outside DXBMARK's control unless DXBMARK expressly agreed to manage them

3. Support Channels

DXBMARK may provide support through:

  • Email
  • Support tickets
  • Customer portals
  • Chat or chatbot tools
  • Scheduled calls or video meetings
  • Project management tools
  • Written support instructions
  • Other channels stated in the applicable agreement

The primary support contact is:

Support: support@dxbmark.com

Billing and payment questions should be sent to:

Billing and payment enquiries: billing@dxbmark.com

4. Support Hours

Standard support is available during DXBMARK's normal business hours unless a written agreement states otherwise.

24/7 support is available only if included in the applicable package, SLA, support plan, hosting plan, proposal, invoice, or written agreement.

Emergency support, urgent incident response, weekend support, holiday support, or after-hours support may require a separate agreement and additional fees.

5. Support Packages

Support packages may include different levels of:

  • Response targets
  • Maintenance coverage
  • Update coverage
  • Bug fixing
  • Security monitoring
  • Backup checks
  • Hosting support
  • WordPress maintenance
  • SaaS support
  • Infrastructure support
  • Emergency response
  • Customer communication

The specific support package, included services, excluded services, response targets, renewal terms, and fees are defined in the relevant written agreement.

6. Post-Delivery Support

Post-delivery support is provided only as stated in the applicable project agreement, invoice, proposal, support plan, hosting plan, maintenance plan, or SLA.

If a project includes a review or warranty period, the customer must report issues within the stated period and provide clear details, screenshots, logs, reproduction steps, account access, and any other information reasonably required to investigate the issue.

Issues reported after the review period may be subject to support fees, maintenance fees, or a new service agreement.

7. Maintenance and Updates

Maintenance and updates may include software updates, WordPress updates, plugin updates, theme updates, dependency updates, security patches, monitoring checks, backup checks, minor bug fixes, or technical adjustments only where included in the applicable plan or agreement.

Unlimited updates are included only where expressly stated in the applicable package or written agreement. If unlimited updates are expressly included for the first year, they apply only for the first year and only within the scope, limits, and exclusions stated in the package or agreement.

Second-year maintenance, support, updates, monitoring, backup management, hosting support, or ongoing technical assistance require a separate renewal, support plan, maintenance plan, or written agreement and may require additional fees.

8. Bug Fixes

Bug fixes depend on:

  • The agreed project scope
  • The applicable package or support plan
  • Whether the issue was caused by DXBMARK's work
  • Whether the issue is reproducible
  • Whether the issue arose during the agreed review or support period
  • Whether the customer or a third party modified the system
  • Whether the issue is caused by hosting, DNS, domain, email, plugin, theme, API, browser, device, payment provider, third-party platform, or customer-side changes

Bug fixes outside the agreed scope, outside the support period, caused by customer changes, caused by third-party providers, or requiring complex investigation may require additional fees.

9. Complex Issues and Extra Fees

Complex issues may require additional fees, including issues involving:

  • Server or infrastructure failures
  • Third-party API changes
  • Payment provider disputes or configuration changes
  • DNS or domain issues
  • Email deliverability issues
  • Malware cleanup
  • Data recovery
  • Custom exports or migrations
  • Performance optimization
  • Security investigation
  • Third-party plugin or theme conflicts
  • Customer-created errors
  • External hosting or provider account problems

DXBMARK may provide an estimate, quote, or change order before performing out-of-scope work.

10. Content Changes

Content writing, editing, translation, removal, addition, formatting, uploading, media replacement, SEO content, product entry, blog posting, copywriting, image editing, page redesign, or content management is not included unless expressly agreed in the applicable package, proposal, invoice, support plan, maintenance plan, or written agreement.

Minor content updates may be included only where the written package or agreement expressly includes them.

11. Hosting, Domains, and Third-Party Providers

DXBMARK is not responsible for the customer's external hosting, domain, DNS, email, CDN, VPS, server, cloud account, payment account, app store account, repository, analytics account, or third-party provider unless DXBMARK expressly agrees to manage that service in writing.

If the customer owns, controls, purchases, or independently manages a provider account, the customer is responsible for:

  • Provider billing
  • Renewals
  • Access control
  • Security settings
  • Backups
  • Uptime
  • Provider support
  • Account recovery
  • Policy compliance
  • Provider terms and fees

DXBMARK may assist with third-party provider issues as an additional service where agreed.

12. Domain Renewal Rules

A domain may be bundled with a hosting, VPS, managed infrastructure, website, or package plan where expressly stated in the applicable agreement.

Where a domain is bundled with hosting, VPS, managed infrastructure, or a package plan, renewal of the domain may depend on renewal of the related hosting or infrastructure package.

If the domain is separated from the package, transferred, renewed independently, maintained outside the original package, or no longer covered by the package, separate annual domain renewal fees may apply based on the registrar's market price, provider pricing, or written agreement.

DXBMARK is not responsible for domain expiration, DNS loss, domain suspension, transfer delay, registrar action, or renewal failure where the customer controls the domain or fails to pay required renewal fees.

13. Backups and Recovery

Backups depend on the applicable service plan, hosting environment, backup configuration, infrastructure provider, package, and written agreement.

Backup frequency, retention period, restoration availability, restoration time, and restoration cost are not guaranteed unless expressly stated in writing.

DXBMARK does not guarantee 100% recovery of data. Recovery may not be possible where data has been intentionally deleted, maliciously altered, sabotaged, corrupted, overwritten, removed outside the available backup retention window, or affected by a third-party provider failure outside DXBMARK's control.

Restoration is generally limited to the latest available valid backup or the backup period stated in the applicable agreement.

14. Uptime and Availability

Uptime commitments apply only where expressly stated in a written SLA, hosting plan, service plan, proposal, invoice, or agreement.

Without a written uptime commitment, DXBMARK does not guarantee:

  • Any specific uptime percentage
  • Continuous availability
  • Error-free operation
  • Availability at specific times
  • Immediate incident response
  • Service credits for downtime

DXBMARK is not responsible for outages caused by third-party providers, customer-side issues, domain or DNS problems, payment failures, provider suspensions, customer modifications, force majeure events, or issues outside DXBMARK's control unless DXBMARK expressly accepted responsibility in writing.

15. Emergency Support

Emergency support is not included unless expressly stated in the applicable package, SLA, support plan, hosting plan, or written agreement.

Where emergency support is available, it may be subject to:

  • Additional fees
  • Availability limits
  • Severity classification
  • Required customer cooperation
  • Provider response times
  • Access availability
  • Payment status

DXBMARK may decline emergency support where access is unavailable, payment is overdue, the issue is outside scope, the request is unlawful, or the issue requires third-party action outside DXBMARK's control.

16. Exclusions

Unless expressly included in writing, support does not include:

  • 24/7 support
  • Unlimited updates
  • Unlimited revisions
  • Free bug fixing outside the agreed scope or support period
  • Free content updates
  • Free third-party issue resolution
  • Free malware cleanup
  • Free data recovery
  • Free emergency recovery
  • Free hosting migration
  • Free domain transfer
  • Free plugin, theme, API, or provider conflict resolution
  • Free support for customer-modified systems
  • Legal, tax, financial, security, or compliance advice

17. Customer Responsibilities

Customers are responsible for:

  • Providing timely information, access, approvals, and feedback
  • Maintaining provider accounts they own or control
  • Maintaining payment and renewal status
  • Keeping credentials secure
  • Revoking access when no longer needed
  • Backing up customer-owned systems unless DXBMARK expressly manages backups
  • Reporting issues with enough detail to investigate
  • Avoiding unauthorized changes to delivered systems
  • Complying with third-party provider terms

Customer delays, missing access, unpaid invoices, unavailable provider accounts, or incomplete issue reports may delay support or make support impossible.

18. Relationship to Other Policies

This SLA and Support Policy should be read with:

  • Terms of Service
  • Delivery and Fulfillment Policy
  • Refund and Cancellation Policy
  • Security Statement
  • Acceptable Use Policy
  • Any applicable proposal, invoice, statement of work, service plan, package, or written agreement

19. Updates to This Policy

DXBMARK may update this SLA and Support Policy as service offerings, support packages, infrastructure, providers, business practices, or legal requirements change.

Material updates will be published with an updated "Last Updated" date.

20. Contact Information

Support: support@dxbmark.com Billing and payment enquiries: billing@dxbmark.com Legal enquiries: legal@dxbmark.com Website: https://www.dxbmark.com

End of SLA and Support Policy