Managed Website Support Policy

This is a working validation-stage support policy, not an offer of paid support. No service-level agreement, 24/7 human response, telephone helpdesk, or guaranteed resolution time is currently offered.

When the controlled Local validation programme is approved, support will be provided by email. Ordinary enquiries are intended to receive an initial response within one business day. A business day means Monday to Friday excluding published company holidays. We do not publish a customer-facing support timezone. Critical website, form, or security incidents are prioritized as soon as reasonably practicable, but this is not a guaranteed resolution SLA.

The base Local Website Core service is intended to cover public website delivery, SSL/CDN, the standard form and durable lead storage, notification retry, monitoring, immutable versions and rollback, supported self-service fields, platform and compatible security updates, correction of platform defects, reasonable account support, cancellation, and the defined standard export. The customer-specific Order controls exact inclusions.

Website Core is not an unlimited agency retainer. Human editing, copywriting, redesign, new pages, domain rescue, mailbox administration, custom integrations, ecommerce, custom applications, SEO campaign work, and unrelated IT recovery are included only when an approved Order or separately priced service expressly says so. No monthly human-edit quota is included in the controlled Local validation plan.

• Severity 1: platform-wide outage, suspected cross-tenant exposure, domain takeover, or broad failure/loss of durable lead capture.
• Severity 2: one production site unavailable, form storage failing, SSL/domain incident, or material false high-risk business claim.
• Severity 3: non-critical defect, isolated notification issue, account, or billing problem.
• Severity 4: routine question, content request, or future enhancement.

The customer owns and pays the registrar and mailbox provider directly. The Bit Sprout does not store registrar passwords, two-factor seeds, or recovery codes. Simple website-domain connection, managed DNS, complex migration, domain recovery, mailbox setup, mailbox migration, and ongoing email administration are distinct scopes. Support cannot bypass ownership, authority, or provider-security checks.

The platform distinguishes platform-wide incidents, single-customer incidents, planned maintenance, provider incidents, and customer-controlled DNS or third-party incidents. Material incidents are recorded, contained, communicated through approved routes, and reviewed after recovery where appropriate. Automated monitoring may operate continuously even though 24/7 human support is not offered.

A failed recurring payment is intended to enter notice, bounded retry, and grace rather than immediate destructive shutdown. Cancellation does not require a retention call and does not require surrender of the customer domain or data. Support will guide the defined export and domain-transition process rather than keeping platform lead processing active indefinitely after exit.

Support does not include bypassing business or domain authority, ownership disputes, account security, acceptable-use controls, payment controls, release gates, law, or provider restrictions. Requests involving destructive action, secrets, impersonation, prohibited content, or material third-party risk may be paused pending verification and may be declined.

During Stage 0, general validation questions may be sent to hello@thebitsprout.com. The tested support, billing, security, privacy, legal, and abuse contact routes will be published before a paid Order becomes effective.