Siputra Digital
Last Updated: May 7, 2026
This Maintenance & Support Policy explains the scope of maintenance, technical support, and post-project assistance provided by Siputra Digital.
By using our services, you agree to the terms outlined in this policy.
1. Support Scope
Siputra Digital provides maintenance and support services related to:
- Website functionality
- Technical issues
- Minor bug fixes
- Basic website guidance
- Website performance monitoring (if included in the package)
Support availability depends on the selected service package or maintenance agreement.
2. Support Channels
Support may be provided through:
- Project management platforms
- Other approved communication channels
Clients are encouraged to provide complete details and screenshots when reporting issues.
3. Support Hours
General support hours:
- Monday – Saturday
- 09:00 AM – 09:00 PM (WIB)
Response times may vary depending on:
- Issue complexity
- Support queue
- Public holidays
- Emergency situations
Siputra Digital does not guarantee instant responses.
4. Bug Fixes
Siputra Digital may provide bug fixes for technical issues directly related to the original website development work.
Bug fixes may include:
- Broken layouts
- Functional errors
- Responsive issues
- Minor technical adjustments
Bug fixes do not include:
- New feature requests
- Major redesigns
- Third-party software conflicts
- Client-caused errors
- Unauthorized modifications
5. Maintenance Coverage
Maintenance services may include:
- Website updates
- Plugin updates
- Security checks
- Minor content changes
- Backup management
- Performance optimization
Maintenance coverage depends on the selected package or separate maintenance agreement.
6. Client Responsibilities
Clients are responsible for:
- Maintaining secure passwords
- Providing accurate information
- Keeping backup copies of important content
- Avoiding unauthorized modifications that may affect website stability
Siputra Digital is not responsible for issues caused by:
- Third-party modifications
- Malware infections from external sources
- Hosting provider failures
- Client-side configuration errors
7. Third-Party Services
Some website functions may rely on external providers including:
- Hosting providers
- APIs
- Plugins
- Payment gateways
- External software
Siputra Digital is not responsible for downtime, policy changes, pricing changes, or technical failures caused by third-party services.
8. Emergency Support
Emergency support may be provided depending on availability and issue severity.
Additional charges may apply for:
- Urgent requests
- After-hours support
- Major recovery work
- Emergency troubleshooting outside the agreed scope
9. Service Suspension
Siputra Digital reserves the right to suspend maintenance or support services if:
- Payments remain overdue;
- The Client violates applicable terms or policies;
- Unauthorized modifications create instability or security risks.
10. Policy Changes
Siputra Digital reserves the right to update or modify this policy at any time without prior notice.
The latest version will always be available on this page.
11. Contact Information
Siputra Digital Email: [email protected]