Service level commitments
ZR Tech replies to messages the same day during business hours: Monday to Saturday, 10:00 to 20:00 PKT. Maintained sites receive monitored uptime, off-site backups with verified restores, and a named escalation contact stated in writing.
This is a plain-language policy describing how ZR Tech actually operates. It is written to be read, not to be impenetrable. If anything here is unclear, ask and we will explain it rather than pointing at a clause.
Who this applies to
These commitments apply to clients on a maintenance plan or a monthly retainer. Project clients receive the same response times during an active project and for thirty days after handover.
Your own scope document may state stronger commitments. Where it does, it takes precedence over this page.
Response times
Messages received between 10:00 and 20:00 PKT, Monday to Saturday, receive a reply from a person the same day. Messages arriving outside those hours are answered at the start of the next working period.
A reply means a human acknowledgement with an assessment or a next step, not an automated receipt. WhatsApp is usually the fastest of the three channels.
Priority levels
Critical means the site or system is down, or a security incident is in progress. We begin work immediately during business hours and aim to restore service or provide a workaround within four working hours.
High means a core function is broken, such as a form not sending or checkout failing, while the rest of the site works. Target resolution is one working day.
Normal means something is wrong but nothing is blocked, such as a display fault or a content change. Target resolution is three working days.
These are targets based on how this work usually goes, not guarantees. Where a cause sits with a third party such as a host or a payment gateway, we pursue it and keep you informed, but we cannot commit to their timelines.
What maintenance includes
Core, theme and plugin updates applied on a schedule and tested before going live rather than applied blindly.
Off-site backups taken daily, with a restore verified periodically. An untested backup is not a backup.
Uptime monitoring, with alerts reaching us rather than waiting for you to notice.
Security patching, and a review of access and credentials at least once a year.
Escalation
Every maintained client receives a project sheet naming who to contact, what counts as urgent, and what to do if a first message is not answered within the stated window.
That sheet is written down rather than implied, so an unanswered message has a defined next step instead of a dead end.
What is not covered
Faults caused by changes made by you or another supplier without notice, which are quoted as separate work.
Outages at your hosting provider, domain registrar, payment gateway or any other third party, though we will chase them on your behalf.
New features and design changes, which are scoped and quoted as project work rather than absorbed into maintenance.
Questions about this page
Write to info@zrtechsoft.com or call 0310-3979392 during business hours, Monday to Saturday, 10:00–20:00 PKT. You will get a reply from a person the same day.
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