Support
policy

Any support request, change request, or technical intervention is billed with a minimum of 1 hour, even if the actual work takes less time. This minimum applies to all clients regardless of the request type.

If a task requires less than 1 hour, it is still billed as 1 full hour. Wurx may choose (at its own discretion) to perform quick fixes for less than an hour without a surcharge, but this is an exception, not an obligation.

Support requests are accepted only through:
• Support Ticket System (client.wurxeg.com)
• Emergency WhatsApp (only for paid support plans)
Requests sent outside these channels are not guaranteed.

Standard Support (Pay-as-you-go):
• Response time: within 24 hours
• Resolution time: depends on workload and complexity

Priority Support (Retainer Clients):
• Response: within 2–4 hours
• Faster scheduling and execution
• Monthly included hours (according to the retainer plan)

A ticket includes:
• Bug fixes
• Small UI changes
• Content updates
• Plugin/theme updates
• Server or DNS changes
• Security fix requests
• CSS/JS adjustments
• Feature adjustments (not full features)

The following are not considered support and require a new project proposal:
• New pages or new templates
• Custom features
• Complete redesigns
• New branding or UI/UX flows
• Major migrations
• Ecommerce checkout flow modifications

Support hours: Sunday–Thursday, 10 AM – 6 PM
After-hours support is charged at 1.5× rate
Emergency support (critical downtime) is available only for clients with an active support plan.

Monthly support hours do not roll over.
Additional hours are billed at the standard hourly rate.

Clients must:
• Provide accurate details in the ticket.
• Share login credentials or access required for the fix.
• Avoid making changes while a support ticket is being worked on.

Wurx is responsible only for:
• Work done by Wurx team
• Servers/services under Wurx control
Wurx is not responsible for downtime caused by:
• External hosting
• Client changes
• Third-party plugins
• Unauthorized access

Wurx provides 24/7 support for hosting-related issues for all clients hosting their websites on Wurx servers.
Hosting support is always prioritized over standard support tickets.
Non-urgent hosting changes requested outside working hours may still be queued for the next business day unless they affect uptime or functionality.