Support Policy

1. Introduction

This Support Policy applies to RebelPages.my and all website support, hosting support, maintenance, technical assistance, and related services provided by Rebel Marketing ("we", "our", "us").

By purchasing, subscribing to, or using any RebelPages service, the Client agrees to this Support Policy.

2. Purpose of Support

RebelPages support is intended to keep the Client's website functional, accessible, secure, and aligned with the purchased service package.

Support does not include unlimited design work, unlimited content changes, new features, custom development, or marketing services unless expressly included in the purchased package or agreed in writing.

3. Support Channels

Support requests must be submitted through the official support channel provided by Rebel Marketing, such as email, WhatsApp, support form, or any other channel we designate.

Requests sent through unofficial channels may not be treated as valid support requests.

4. Standard Support Coverage

Standard support may include:

• Checking website accessibility issues.
• Basic troubleshooting of website errors.
• Minor fixes related to the original setup.
• Basic hosting-related checks.
• Basic WordPress, theme, or plugin update support.
• Basic security monitoring.
• Fixes for issues caused by standard maintenance actions performed by Rebel Marketing.

5. Content Update Support

Content update support is limited to the scope of the purchased package or add-on.

Examples of content updates may include minor text changes, small menu edits, business hour updates, contact detail updates, and similar small changes.

Large content changes, page restructuring, rewriting, new sections, image sourcing, new banners, or new pages may be chargeable.

6. Support Exclusions

Unless expressly included in the purchased package or agreed in writing, support does not include:

• New website pages.
• New website sections.
• New design concepts.
• Major layout changes.
• Custom coding.
• Custom plugin development.
• Ecommerce setup.
• Booking system setup.
• Membership system setup.
• Payment gateway setup.
• Copywriting.
• Photography.
• Video editing.
• Search engine ranking guarantees.
• Google Ads, Meta Ads, TikTok Ads, or any paid advertising work.
• Social media management.
• Third-party account recovery.
• Fixing damage caused by the Client or third parties.

7. Response Times

Rebel Marketing will use reasonable efforts to respond to support requests within a practical timeframe.

Typical response times may vary depending on workload, urgency, complexity, public holidays, weekends, and circumstances beyond our control.

Unless expressly agreed in writing, no fixed response time, resolution time, uptime guarantee, or service level agreement is provided.

8. Emergency Issues

Emergency issues may include website downtime, major website errors, malware warnings, or issues that prevent the website from being accessed.

Rebel Marketing will prioritise emergency issues where reasonably possible.

Emergency support does not guarantee immediate resolution where the issue involves third-party providers, hosting platforms, domain providers, software vendors, internet outages, DNS propagation, cybersecurity events, or circumstances beyond our reasonable control.

9. Hosting Support

Where hosting is included, Rebel Marketing may assist with basic hosting checks, website availability checks, and related support within the purchased package.

Hosting services are provided on a best-effort basis and may be affected by server maintenance, hosting provider issues, software updates, security incidents, traffic spikes, or third-party service disruptions.

Rebel Marketing does not guarantee uninterrupted hosting availability.

10. WordPress, Theme, and Plugin Updates

Where maintenance is included, Rebel Marketing may update WordPress, themes, and plugins at suitable intervals.

Software updates may sometimes cause compatibility issues, bugs, layout changes, or conflicts.

Rebel Marketing will take reasonable steps to address issues caused by updates performed by us, but we are not responsible for issues caused by third-party software vendors, abandoned plugins, licensing changes, API changes, or compatibility changes outside our control.

11. Third-Party Services

RebelPages websites may rely on third-party services such as WhatsApp, Google Business Profile, Google Maps, analytics tools, payment gateways, plugins, domains, hosting services, and software platforms.

Rebel Marketing is not responsible for outages, policy changes, account suspensions, pricing changes, API changes, login issues, verification issues, or restrictions imposed by third-party providers.

12. Client Responsibilities

The Client agrees to:

• Submit support requests clearly.
• Provide screenshots, links, and details where needed.
• Provide login access where required.
• Respond to clarification requests promptly.
• Keep account details accurate and updated.
• Use the website lawfully and responsibly.
• Avoid making unauthorised changes that may break the website.

13. Client or Third-Party Changes

Rebel Marketing is not responsible for errors, downtime, broken layouts, lost content, malware, plugin conflicts, or technical issues caused by the Client, the Client's staff, another developer, another agency, third-party contractors, or unauthorised users.

Repairing such issues may incur additional charges.

14. Access and Security

The Client is responsible for protecting login credentials, email accounts, domain accounts, hosting accounts, payment gateway accounts, and third-party accounts.

Rebel Marketing shall not be liable for loss, damage, downtime, or unauthorised changes caused by compromised credentials, weak passwords, shared access, or third-party account breaches.

15. Suspended or Overdue Accounts

Support may be suspended where invoices, renewals, subscriptions, or other fees are overdue.

Rebel Marketing reserves the right to suspend website access, hosting, maintenance, updates, and support until outstanding payments are settled.

16. Fair Use

Support is subject to fair use.

Excessive, repeated, abusive, unreasonable, or out-of-scope support requests may be refused, delayed, or quoted separately.

Rebel Marketing reserves the right to determine whether a request falls within reasonable support use.

17. Backups

Where backups are included, Rebel Marketing may maintain backups on a best-effort basis.

Backups are not guaranteed unless expressly agreed in writing.

The Client is encouraged to keep independent copies of important business content, images, menus, brand assets, and documents.

18. Limitation of Liability

To the fullest extent permitted by Malaysian law, Rebel Marketing shall not be liable for loss of profits, loss of revenue, loss of business opportunities, loss of data, indirect loss, consequential loss, or losses arising from website downtime, technical issues, third-party failures, or service interruptions.

Our total liability shall not exceed the amount paid by the Client for the specific service giving rise to the claim.

19. Governing Law

This Support Policy shall be governed by and construed in accordance with the laws of Malaysia.

The parties agree to first attempt to resolve disputes through good faith discussions before commencing legal proceedings.

Any dispute that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of Malaysia.

20. Changes to This Policy

Rebel Marketing reserves the right to update this Support Policy at any time.

The latest version published on RebelPages.my shall apply.