Effective Date: January 26, 2026
Last Updated: January 26, 2026
This Maintenance & Support SLA applies to clients enrolled in an active Kmarks maintenance or support plan (“Maintenance Plan”).
Maintenance Plans may include, as defined in the applicable agreement:
CMS, theme, and plugin updates
Security patches and compatibility updates
Performance monitoring
Minor content updates (text/image swaps)
Uptime and error monitoring
Technical support related to the existing site or application
Services are limited to the scope defined in the selected Maintenance Plan.
Support requests must be submitted via:
Email: support@kmarks-solutions.com
Client portal or ticket system (if provided)
Requests should include sufficient detail to allow evaluation (URL, screenshots, error messages, steps to reproduce).
Standard Response Time: Within 24 business hours
Business hours: Monday–Friday, excluding federal holidays
“Response time” means acknowledgment, initial review, and determination of next steps. It does not guarantee issue resolution within 24 hours.
Resolution times vary based on:
Issue complexity
Third-party dependencies
Hosting or platform limitations
Client responsiveness
Kmarks will use commercially reasonable efforts to resolve issues promptly but does not guarantee fixed resolution timelines.
Unless explicitly included in writing, Maintenance Plans do not include:
Emergency or after-hours support
Malware cleanup or forensic recovery
Major redesigns or feature development
Accessibility remediation
Hosting provider outages or third-party platform issues
Content creation, copywriting, or SEO strategy changes
Excluded services may be quoted separately.
Kmarks is not responsible for service interruptions caused by:
Hosting providers
Domain registrars
Email services
CDN providers
Plugin, theme, or platform vendors
Kmarks may assist with coordination but does not control third-party systems.
Clients must:
Maintain valid hosting and domain credentials
Keep licenses active for third-party software
Provide timely responses when clarification or approval is required
Maintain backups unless backup services are included
Kmarks reserves the right to suspend Maintenance Plan services if:
Invoices are overdue
Required access is revoked
Client actions compromise site security or stability
While Kmarks applies best practices, no system is immune from vulnerabilities. Kmarks does not guarantee absolute security or uninterrupted service.
Maintenance Plans are billed per the agreement. Either party may cancel with 30 days’ written notice, unless otherwise stated.
