Communication Process
Initial communication is handled primarily through email so technical issues can be reviewed clearly before scheduling calls or implementation work.
Operational clarity is prioritized over rushed troubleshooting.
Response Expectations
Response times vary depending on:
- current workload
- issue severity
- project complexity
- availability
- emergency conditions
Urgent requests are prioritized where reasonably possible, but immediate availability is not guaranteed.
Access Handling
Clients may be asked to provide temporary access to systems necessary for diagnostics or repair work.
This may include:
- WordPress admin access
- hosting access
- DNS access
- staging environments
- FTP/SFTP credentials
- database access
Clients are encouraged to:
- create temporary credentials where possible
- remove unused access after work is completed
- maintain independent backups
Security Practices
Reasonable operational care is taken when handling system access.
However:
- internet-connected systems always involve risk
- third-party infrastructure is outside direct control
- compromised environments may contain hidden or persistent issues
Clients remain responsible for overall ownership and long-term management of their systems.
Scope Boundaries
Support is limited to agreed technical scope.
Additional issues discovered during diagnostics or repair work may require separate review or expanded scope approval.
Abusive Conduct
Abusive, hostile, manipulative, or deceptive conduct may result in refusal or discontinuation of service.