Terms for maintenance services

1. Aplicabilitate

These terms only apply to maintenance services that the Customer’s order, offer or contract identifies as services administered by ZebraByte. They complement the General Terms and the Customer’s specific business document prevails if it establishes a different domain.

2. Domeniul serviciului

Depending on the contracted plan, maintenance may include:

• Application updates, CMS, modules, dependencies or supported components;
• monitoring of availability, errors and security;
• backup and restoration, if included in the plan;
• hardening, patching and reasonable preventive measures;
• diagnosis and correction of covered incidents or defects;
• minor configuration changes within the limits of the plan.

New functionality development, redesign, complex migration, major refactoring and repair of third-party systems not administered by ZebraByte are not included unless expressly provided.

Technical access and shared responsibility

The customer authorizes ZebraByte to maintain the level of technical access required for the performance of the service. Access is limited to authorized personnel and systems and should only be used for supply, security, support and maintenance.

If the Customer or a third party changes access, plugins, code, infrastructure, firewall, DNS or other components administered by ZebraByte without coordination, ZebraByte may exclude from the SLA the effects of the change until verification and may request additional time or contra-cost services to restore the system to a supported state.

Changes and Maintenance

ZebraByte can schedule updates for security and stability and will avoid, to the extent reasonably possible, periods of high impact on the Customer. Changes with significant risk may require backup, testing, maintenance window or Customer approval. For critical vulnerabilities or active incidents, ZebraByte may apply urgent measures and will inform the Customer as soon as reasonably possible.

Backup and Restore

Backup is only included if the plan provides for it. Frequency, retention and recovery points depend on the service contracted. Managed backup reduces risk but is not an absolute guarantee against data loss; for critical data, the Client must maintain a continuity strategy proportionate to his risk.

6. Security

ZebraByte applies reasonable measures to protect the components under its management. The customer remains responsible for its own users, credentials, content, legality of data and components excluded from the maintenance area. No security measures can eliminate all vulnerabilities or risks from third-party software.

Requirements and Field Changes

Applications entered into the plan are handled according to the applicable priority and support window. If a request goes beyond the service scope, ZebraByte will communicate this and, where possible, propose a statement of work, time package or other option before completing the additional work.

Payment, Suspension and Termination

The rates, the billing cycle and the contractual period are those of the order or contract. Failure to pay may lead to suspension under the General Terms. Upon termination, ZebraByte will withdraw its own access and will cooperate reasonably for handover within the limits of the contracted service and the amounts paid.

9 Responsibility

ZebraByte is not responsible for the effects of changes made by the Customer or third parties outside the agreed process, for uncovered components or for unknown vulnerabilities that could not be prevented by reasonable measures.

Data protection and confidentiality

Access to systems may involve the processing of Customer data. When ZebraByte processes personal data on behalf of the Customer, the ZBTKEEP DPA1 applies. The information and credentials received for maintenance are treated confidentially and accessed on the need-to-know principle.

The Applicable Law

For business customers, these terms are governed by the law of England and Wales, subject to any different clauses in the signed contract and applicable imperative rules.

12. Contact

For operations use the ZebraByte support channel. legal@zebrabyte.co.uk.