Support, Backups and Security

Staffed support operates Monday to Saturday, 10 am to 6 pm India Standard Time, excluding published holidays. Official requests use info@zonovva.com or business WhatsApp +91 95522 38893. Social-media messages and unrelated personal accounts are not the designated request route.

Starter's first-response target is 2 business days. Professional, Business and Premium target 1 business day. Business and Premium receive higher queue priority; critical outages or an active compromise are prioritised across all plans. A response means acknowledgement, an initial assessment and an action or dependency statement. It is not a guaranteed resolution time. Ordinary support hours do not extend statutory grievance clocks.

Included technical support covers reasonable diagnosis, correction of Imaginex-caused defects, standard platform maintenance, guidance on included functions and restoration from an available successful website backup. Included content work uses the monthly update limits in section 5. Redesign, content production, new functions, unsupported software and extensive recovery caused by customer or third-party actions may need a quoted change. Imaginex remains responsible for its own failures.

Website backups

Backups cover supported website content and configuration under our control. We check backup success and maintain a practicable restoration process. Recovery uses a successful available point and may not include changes made since that point. External booking, payment and other account data follows the provider's backup and export policy. There is no unlimited archive, guaranteed zero data loss or guaranteed recovery time. Statutory remedies for negligent service remain.

Security and availability

We provide SSL and reasonable platform security maintenance, protect privileged access, minimise permissions, handle credentials securely and respond proportionately to material incidents. Customers must protect their accounts, approve delegated access carefully and promptly report suspected compromise. Credentials must not be posted in ordinary messages or site content.

Security measures reduce risk but do not guarantee perfect security or uninterrupted internet access. Planned maintenance, external outages and urgent protective action can affect availability. We communicate material service incidents and dependencies where appropriate. No numerical uptime guarantee, financial service-credit schedule or 24-hour staffed response is sold in these plans. Applicable incident reporting, logging and privacy duties remain ours under the relevant law and vendor arrangements.

Professional includes 2 minor updates per service month (up to 30 minutes), Business 3 (45 minutes) and Premium 5 (75 minutes); Starter includes none. A minor update is one small change to one page or item taking up to 15 production minutes. Extra updates are ₹250 each. Full rules: section 5 of the Plans and Subscription Terms.