Fair Use & SLA

Unlimited tasks, one at a time

Tasks are queued and worked sequentially on Basic, or up to 2 per day on Standard and Pro. Unlimited refers to volume over time, not simultaneous work.

The 60-minute rule

Each task must be completable within 60 minutes. Larger requests are scoped and quoted separately before any work begins.

Response times

Standard and Pro: first response within 4 business hours. Basic: first response within 1 business day. Business hours are Monday–Friday, 8am–5pm SAST, excluding South African public holidays.

What counts as one task

One discrete change or fix. “Update these 3 plugins” is one task. “Redo my whole product catalogue” is not.

One website per plan

Plans are for a single website. Agencies or multi-site owners need one plan per site, or a separate multi-site arrangement.

Restores and cancellation

One full restore per month is included; additional restores are quoted. Hero, SEO, chatbot and hosting monthly plans can be cancelled anytime, effective at the end of the billing period. Quick Site monthly plans have a 12-month minimum, then month-to-month. Annual Hero plans run to term.