What we commit to, in writing.

Response time is measured from when your message arrives to when a human replies to it — not from when somebody gets around to starting the work. It runs on Indian business days.

• Care Essential — 48 hours. Email support.
• Care Pro — 24 hours. Email and direct messaging.
• Care Growth — 8 hours. Email, direct messaging and a shared channel, plus a named account manager.

A reply is a real answer or a real next step with a time attached. An automated acknowledgement is not a response and we do not count it as one.

Sites on our managed hosting carry a 99.9% monthly uptime target. That is roughly 43 minutes of unplanned downtime in a 30-day month. Availability is measured by our own monitoring, which checks the site every minute from outside our network.

The following do not count against the target:

• Planned work announced to you at least 48 hours ahead, which we schedule outside your audience’s busiest hours
• Anything caused by code, plugins or third-party services you asked us to install and we advised against in writing
• Failures at the domain registrar, DNS provider or a third-party service the site depends on, where the fault is not ours
• Traffic events far outside the resources on your plan

If you host elsewhere, we cannot commit to an uptime figure for somebody else’s machine. Monitoring and alerting still apply; the availability target does not.

Backups run daily, are stored off the server, and are kept for 30 days. That applies to every care plan and to managed hosting. A backup that lives on the machine it protects is not a backup, so ours never do.

We start a restore inside the response time for your plan, and for an outage we start it immediately rather than waiting for the clock. A restore normally comes from the previous night’s copy, so the worst case is one day of changes. We test restores rather than assuming they work.

An incident is the site being down, compromised, or unable to take payments. It is not a broken layout or a plugin behaving oddly, and treating those as emergencies is how nobody believes the word.

On Care Pro and Care Growth, the first four hours of any single incident do not come out of your included hours. If the work is going to run past four hours we tell you before the fifth begins, and you decide whether it comes out of your allowance or is quoted as additional hours. On Care Essential, triage is included and the work that follows comes out of your hour.

Hours are per calendar month, logged against your project so you can see where they went, and they are the one part of a plan that has a hard edge.

• Rollover. Unused hours roll forward one month only, capped at half your monthly allowance — 30 minutes on Essential, 2 hours on Pro, 4 hours on Growth. Anything beyond that expires.
• They are not a balance. Rolled-over hours are never cashable, never refundable, and are forfeited if you cancel.
• You are told at 80%. When you reach 80% of your allowance you get an automatic notice. Nothing beyond your allowance happens without a written quote and your approval.
• Additional hours are ₹1,500 / $25 an hour in five-hour packs. If you need them three months running we will tell you that upgrading is cheaper, because it is.

A plan that quietly absorbs project work ends with an invoice nobody expected, so the boundary is written down. None of the following is included at any tier:

• New page templates, new sections, rebuilds and redesigns — these are projects and are quoted separately
• Migration to a new host or a different system
• Content writing, photography and video production
• Rankings campaigns, link building, keyword strategy, rank reporting, advertising management and posting to your channels. Care Growth includes search hygiene — technical health, structured data, Core Web Vitals, crawl and index health — which is the engineering half and not a campaign
• Third-party licences, premium plugins and stock assets, which are billed at cost and approved by you first
• Custom application development and integrations with your internal systems
• Work on a site we can get neither admin nor staging access to
• Hosting, domains and email, which are separate plans

Plans are charged in advance on the same date each month, or annually at ten months’ price for twelve. Your rate is locked for 12 months from signup.

• Failed payment. We retry on days 1, 3 and 7. On day 8 the service is suspended: your site stays up, and support, updates and backups pause. On day 30 the plan terminates.
• Cancellation. 30 days’ written notice, effective at the end of your current paid period. There is no pro-rata refund of a part-used month.
• After termination. Your backups are retained for a further 30 days so you have time to collect them. The site, the database and the backups are yours and we hand them over.

Refunds are covered by the refund policy.

We review prices once a year, in April. Existing clients keep their rate for 12 months from signup and are given 60 days’ written notice of any change, applied at their next renewal after that.

If we change the commitments on this page in a way that reduces them, we will tell you in writing before it takes effect, and you may cancel on the usual notice without penalty. The date at the top is the date this version took effect.

Questions about anything here go to hello@ohmyweb.in.