Effective 9 November 2026. These support commitments describe how FaexDev handles inquiries and Care incidents. Email [email protected] or use the contact details in your service agreement.
Business hours and replies
Our business hours are Monday to Friday, 9:00–18:00 in Lima, Peru (UTC−5). We aim to reply to WhatsApp and email within 15 minutes during those hours. Messages received outside business hours are answered the next business day.
Site-down incidents
For active Care clients, we acknowledge a reported site-down incident within two business hours and work toward a resolution on a best-effort basis. Please include the affected website and a description of the issue.
Availability and limits
Hosting uptime is provided on a best-effort basis through FX Hosting infrastructure. This service tier does not include a financial uptime credit or a guaranteed resolution time.
Support does not cover breakage caused by client plugin installations or theme edits, third-party outages, or force majeure. We can quote separate recovery work where appropriate.