Best Amigo

Scope of Service

The following Services are covered by this Agreement

• Weekly Updates
• Real-Time Backups
• 24/7 Activity Monitoring
• Daily Malware and Virus Monitoring
• Security Certificate (TLS)
• Security Firewall (WAF)
• Server Hardening
• Malware Removal within 24 Hours
• Same-Day Backup Restoration
• High-Priority Support
• E-Commerce Support
• 4 Hours of Development for Website Changes.

Details of Included Services :

Updates

• The management service includes updates to the WordPress system, its plugins, and server software updates. Plugin updates will be performed when a new version of the plugin is available.
• BlueTide will not be responsible for developing new plugin versions.
• If client changes cause website misconfiguration, the server clone from the latest update or daily backup will be restored.

Monitoring

• The 24/7 monitoring service will be carried out using the Amazon Health Check tool.

Security

• This service includes implementation of firewall rules using Sucuri to protect against the following types of attacks::
  • Login bruteforce attacks
  • Website service abuse (forms, searches, APIs)
  • SQL injection patterns
  • Basic denial of service attacks
  • Malicious traffic sources
  • DDOS attacks
• This service includes DNS management
• This service implements security risk mitigation measures but does not guarantee complete protection against site compromise or authorized user damage
• If the site cannot be restored after an attack, we will revert to the latest server clone from the most recent update or daily backup
• This service implements basic anti-hacking measures but does not provide forensic analysis or extraordinary protective configurations. The site will only be restored
• BlueTide cannot guarantee hosting availability for cyber attacks not addressed by the client, which may cause service interruption

Backups

• The daily backup will be performed through Sucuri.
• The daily and monthly backup will only include WordPress files and the database. It does not include server cloning.

Addicional Notes

• The Client must provide the necessary access for BlueTide to deliver the service. This access must be at the administrative level of WordPress and the hosting server where the WordPress installation is stored.

Zoho Desk / Help Center

Supervised Help Desk system (via Zoho Desk platform) and Help Center Portal:

The Service Provider will implement a Help Desk system solution through the Zoho Desk web application. All emails sent to the specified address will be collected through the Help Desk system to create support tickets

This agreement remains valid until superseded by a revised agreement mutually endorsed by stakeholders

This agreement outlines parameters for all covered IT services as mutually understood by primary stakeholders

This agreement does not replace current processes and procedures unless explicitly stated in this document

This Agreement is effective from the Effective Date described herein until further notice. It must be reviewed at least once per fiscal year, though the current Agreement remains in effect during any period without review

The Director of Business Relations ("Document Owner") is responsible for facilitating periodic reviews. Content may be modified as needed with mutual agreement of key stakeholders and communication to all affected parties

The Document Owner will incorporate all subsequent revisions and obtain necessary mutual agreements/approvals

Client Requirements

Client responsibilities and requirements supporting this agreement include:

Reasonable availability of client representative(s) when resolving service-related incidents or requests

Client must provide necessary information, assistance, and instructions to enable service performance standards, including adequate notice and disclosure of known relevant information

Client must report all incidents, inquiries, and requests through defined channels and processes in this agreement

All support-related costs will be invoiced at the end of the current month

Service Availability

The specific coverage parameters of the service or services covered in this Agreement are as follows:

The response time for support outside of the above levels and as part of the support hours available for this plan will be:

Schedule

Mon-Fri: 9:00 AM - 5:00 PM
Sat: 9:00 AM - 1:00 PM

Response Time

2-4 hours response time.

*Tickets received outside office hours will be collected and assigned to a support agent, however no action can be guaranteed until the next business day.

Considerations:

• Late Payment Surcharge: To maintain transparent relationships, a 10% surcharge will be applied to the total invoice amount for payments delayed beyond 15 days past the due date. After this period, service disconnection will be initiated.
• Service Disconnection/Cancellation Notice: We require at least 1 week advance notice for any service disconnection or cancellation requests to ensure optimal service delivery.
• Reconnection Fee: Services disconnected due to payment delinquency will incur a 10% reconnection fee on the outstanding balance.

These policies are designed to ensure service continuity and strengthen our collaboration. We appreciate your understanding and support in implementing these improvements.