Response targets, support scope, and service credits.
Important notice: This document is issued under applicable Mexican law for digital services and consumer relationships. It does not replace personalized legal advice. Terms agreed in writing in quotes, purchase orders, or signed contracts prevail when more favorable to the client and not contrary to law.
ConlineWeb technical support covers assistance on contracted deliverables and services, within business hours and authorized channels (email, ticket, or corporate WhatsApp provided to the client).
Support does not include unlimited development, redesigns, new sections, extensive training, or strategic consulting outside the contracted plan, unless an additional hour pack is purchased.
Unless a premium SLA is agreed in writing, these are indicative targets:
| Priority | Description | First response |
|---|---|---|
| P1 — Critical | Site down, checkout broken, active security breach | 4 business hours |
| P2 — High | Core functionality degraded | 8 business hours |
| P3 — Medium | Minor errors, technical content adjustments | 1–2 business days |
| P4 — Low | Questions, cosmetic improvements, evolutionary requests | 3–5 business days |
Business hours: Monday–Friday, 9:00 a.m.–6:00 p.m. Mexico City time, excluding official holidays. Resolution times depend on complexity and client dependencies.
Maintenance plans may include, per contract: CMS/plugin updates, uptime monitoring, periodic backups, SSL certificate checks, and minor security patches. Frequency and limits are stated in the service order.
On plans with a written guaranteed SLA, repeated and documented failure to meet P1/P2 first-response targets may generate service credits or plan extensions, never exceeding the monthly value of the affected service, excluding lost-profits damages except proven willful misconduct or gross negligence.
If a P1 incident does not receive a response within the target window, the client may escalate to info@conlineweb.com with subject “SLA ESCALATION”, including ticket ID, report time, and business impact.
For managed hosting operations, also see the Managed Hosting Policy.
For questions, formal requests, or clarifications about this policy, use any channel below.
Ana María 104, Col. Loma Bonita
CP 37420, León de los Aldama, Guanajuato, México