Support and Maintenance Service Policies

At Gulupa Digital SAS, we are proud to offer a high-quality Support and Maintenance service for our clients. Our goal is to ensure that your website or online store works optimally, is secure and up-to-date. To achieve this, we have established a set of policies that define the scope of our service, our clients' responsibilities and the practices we expect from them. These policies are essential to ensure a transparent and effective working relationship. We invite you to read them carefully and, if you have any questions, do not hesitate to contact us through our support channels.

General Conditions of Support and Maintenance

Our Support and Maintenance service is designed to ensure the optimal functioning of your website or online store. During the first year after purchasing your website or online store with us, you will receive this service as a gift. After that period, you can subscribe to annual plans to keep your site updated and in perfect condition. Regardless of whether we designed your website or if you decide to trust us to maintain it after having it developed elsewhere, our commitment to quality and performance is the same. As part of our Support and Maintenance service, we offer:

Correct operation: We make sure that your website or online store works correctly and looks as it was delivered (or received). This includes fixing display errors, bugs, incorrect codes or display problems on different devices.
Content Updates: If you need to update the content of your website or online store, such as images and text, we can help you do so. To carry out this procedure, we need you as a client to provide us with complete and up-to-date information. We recommend that you request the measurements of the images beforehand to avoid deformations in the graphic line of the website.
Creating forms and popups: If you need forms with simple fields (such as name, phone or email), or popups for your website or online store, we can create them for you.
Publishing new content: If you need to publish new blogs, products and product categories on your website or online store, we can help you do so. However, it is important that as a client you provide us with all the necessary content to be able to carry out these requests.
Loading speed optimization (Elite only): We take care of optimizing the loading speed of your website or virtual store so that visitors have an optimal and fast browsing experience (only in the Elite Support and Maintenance plan).

After the first year of Support and Maintenance, you can choose to sign up for one of our annual plans to continue receiving these benefits. If you have questions about how to sign up for the service, please do not hesitate to contact us. At Gulupa Digital SAS we take the quality of our Support and Maintenance service very seriously. Therefore, we will refrain from receiving support requests from websites or virtual stores that do not have the service active or that have not contracted and paid for the Support and Maintenance service. This allows us to concentrate our efforts and resources on providing the best possible service to our active customers, while maintaining the high quality of our work.

Support and Maintenance Exclusion Policy

At Gulupa Digital SAS, we care about providing a high-quality Support and Maintenance service to our clients, ensuring the correct functioning and updating of their website or virtual store. However, there are certain activities and requests that are not included in our service and that are automatically excluded. Below we detail what is NOT included in the Support and Maintenance service:

Advanced structural changes or design of the different pages of the website or virtual store: Changes to the design or structure of the pages of the website or online store are not included in the Support and Maintenance service. This involves changes in the distribution and organization of the elements, as well as in the selection of colors, fonts, images and any other design element that alters the original appearance of the website or online store.
Redesign of specific pages or sections of the website or virtual store: The Support and Maintenance policy does not cover the complete redesign of a specific page or section of the website or online store. This involves changes to the structure, design and elements of such pages or sections.
Adding new pages to the website or online store: The Support and Maintenance service does not include adding new pages to the website or online store. If the client wishes to add new pages, it will be considered a new request and must be quoted by our team.
Support for new pages or designs made by the client or by a third party designated by him or her: Support and Maintenance does not include technical assistance for new pages or designs made by the client or a third party designated by him or her.
Changes in website or virtual store programming features: Modifications to the programming functionalities of the website or virtual store are not included in our Support and Maintenance service.
Adding new features to the programming of the website or virtual store: Our Support and Maintenance service does not include adding new features to the programming of the website or virtual store, as this implies changes in the structure of the website and may affect its correct operation. If you wish to add new features to your website or virtual store, we recommend that you contact us so that we can quote you a new version of the project.
Repair of damage to the code or implemented plugins, due to mishandling by the client or a third party designated by him or her: We cannot be held responsible for any damage to the code or plugins implemented on your website or online store due to improper handling by the client or a third party appointed by him or her. If errors occur due to improper handling, we recommend that you contact us so that we can quote you a solution to the problem.
Installation and configuration of plugins at the client's request: Gulupa Digital will not install or configure plugins based on direct client requests. Installation and configuration of each required plugin must be quoted individually.
Damage caused by installing and configuring a new plugin: In the event that the client hires the installation and configuration of a new plugin (which is not already added), Gulupa Digital is not responsible for any type of damage caused to the website as a result of, or due to, this plugin.
Reversal or restoration of the website or virtual store, as a result of a support execution previously requested by the client and for which an approval had already been obtained: We cannot be held responsible for the reversal or restoration of the website or online store as a result of a support execution previously requested by the client and for which approval was already obtained. The client must ensure that the support execution is necessary and that it has the necessary approval before proceeding.
Any misuse of the website or the virtual store, whether caused by the customer or a third party designated by him or her: Gulupa Digital SAS reserves the right to exclude from our Support and Maintenance service any client who makes improper use of the website or the virtual store, whether caused by him or her or a third party designated by him or her. This includes the use of offensive or illegal content, the dissemination of viruses or malware, the practice of phishing, among others. If any improper use is detected, we reserve the right to take legal action and/or block the client's access to our Support and Maintenance services.

Hiring Policy and validity of the Support and Maintenance service

At Gulupa Digital SAS we offer a Support and Maintenance service to ensure the correct operation and constant updating of your website or virtual store. Below are the contracting policies and validity of the service: Hiring the service:

Hiring the Support and Maintenance service is optional and is carried out for a period of 1 year, renewable annually.
The service can be contracted at the time of purchase from a website or virtual store or at any time after the purchase.
The cost of the Support and Maintenance service is independent of the cost of the website or virtual store and is established according to the specific characteristics and needs of each project.

Service validity:

The Support and Maintenance service is valid for 1 year from the date of contracting.
Once the service period has ended, it can be renewed for an additional year.
In the event of not renewing the service, the client will not have the right to request support or maintenance after the expiration date.

Service renewal procedure:

30 days prior to the expiration date of the Support and Maintenance service, the client will receive a notification from Gulupa Digital SAS to inform them about the next renewal of the service.
If the client wishes to renew the service, he/she must inform Gulupa Digital SAS and make the corresponding payment before the expiration date of the current service.
If the service is not renewed, it will be considered expired and the client will not have the right to request support or maintenance after the expiration date.

Gulupa Digital SAS reserves the right to modify the contracting policies and validity of the Support and Maintenance service at any time, with prior notification to the client.

Support and Maintenance Service Disclaimer Policy

At Gulupa Digital SAS we are committed to providing a high quality Support and Maintenance service for websites and virtual stores. However, it is important that our clients understand that there are certain limits to our ability to ensure optimal operation of the website or virtual store at all times. Therefore, our liability is excluded in the following cases:

Issues related to external storage: In the event that the client has a hosting different from the one provided by Gulupa Digital, it is the client's responsibility to keep it updated and ensure that it meets the necessary requirements for the correct operation of the website. Gulupa Digital SAS is not responsible for problems caused by web hosting, including service interruptions, server failures or security issues.
Issues related to third-party software: In some cases, websites and online stores may use third-party software to perform certain functions. Gulupa Digital SAS is not responsible for problems caused by these programs, including errors, failures or incompatibilities.
Problems caused by the client or third parties designated by him or her: If the client or a third party designated by him or her manipulates the website or the virtual store incorrectly or makes changes that affect its operation, Gulupa Digital SAS is not responsible for any resulting problems.
Problems caused by external attacks: Despite our security measures, websites and virtual stores may be subject to external attacks that result in operational problems or theft of information. Gulupa Digital SAS is not responsible for problems caused by these attacks.
Any other circumstances beyond our control: Gulupa Digital SAS is not responsible for any operational problems caused by circumstances beyond our control, such as natural disasters, Internet connectivity issues, or changes in web browser security policies.

Support and Maintenance Plans Policy

At Gulupa Digital SAS, we offer a range of Support and Maintenance plans designed to meet various needs and budgets. Each client must choose the plan that best suits their needs and understand that the services provided will be limited to what the selected plan offers.

Basic Plan: Ideal for those who need essential support and maintenance for their website. Includes a guarantee of proper website operation, monthly plugin updates, Elementor Pro license for one (1) year, unlimited corrective maintenance requests, and one (1) monthly request for changes to the content of your website. The response time for this plan is 3 business days.
Intermediate Plan: For those who need more robust support and greater security. Includes a guarantee of correct website operation, monthly plugin updates, Elementor Pro license for one (1) year, access to the Gulupa Digital customer area (1 user), unlimited corrective maintenance requests, one (1) quarterly security review, two (2) monthly requests for changes to the content of your website, one (1) quarterly backup of your website and access to our online training. The response time for this plan is 2-3 business days.
Advanced Plan: Designed for those looking for more comprehensive support and increased security. Includes website performance guarantee, monthly plugin updates, one (1) year Elementor Pro license, unlimited corrective maintenance requests, one (1) monthly security review, two (2) monthly requests for changes to your website content, one (1) monthly backup of your website. The response time for this plan is 1-2 business days.
Elite Plan: Our most comprehensive plan, for those looking for the highest level of support and security. It includes a website performance guarantee, monthly plugin updates, one (1) year Elementor Pro license, unlimited corrective maintenance requests, two (2) monthly security reviews, unlimited requests for changes to your website content, two (2) monthly backups of your website, one (1) monthly speed optimization, and a faster response time (1-8 business hours).

If a client wishes to change plans, they must contact our sales department to discuss the options and make the necessary adjustments. Please note that for requests for changes to the content of your website, the client must provide all necessary content. You can find all our plans at the following URL: https://gulupadigital.com/soporte-mantenimiento-wordpress/

Incident Management Policy

At Gulupa Digital SAS, we are committed to maintaining the optimal operation and security of our clients' websites and online stores. This policy aims to define the process and guidelines for the effective management of incidents related to the digital services provided by our company. This policy applies to all types of incidents that may affect the correct operation of the websites and online stores managed by Gulupa Digital SAS, including, but not limited to, display errors, bugs, incorrect codes, display problems on different devices and server crashes, as long as the website is hosted on our servers. Below we detail the incident management procedure:

Incident notification: Customers must report any incident through the Gulupa Digital SAS support area ticket system available at our support page.
Classification and prioritization: Once the report is received, the incident will be classified and prioritized. Incidents that result in a completely inaccessible website will receive an Elite priority, with a response time of between 1 and 8 business hours. Other incidents will be handled according to the response time assigned to the client's support plan, in accordance with our Support and Maintenance Plans Policy (which you can find on this same page).
Analysis and resolution: Our technical team will analyze the incident using monitoring and diagnostic tools to identify the root cause and apply the most appropriate solution. The technical staff is equipped with skills in WordPress development, bug detection and correction, website optimization, and cybersecurity.
Communication during resolution: The status and progress of the incident resolution will be communicated to the customer through the ticketing system. Customers can follow the real-time updates provided by our support team.

Speed Optimization Policy

At Gulupa Digital SAS, we are dedicated to ensuring that our clients' websites and online stores operate at their full potential, recognizing the fundamental importance of loading speed for online success. Through our Elite Support and Maintenance plan, we implement a set of advanced strategies and techniques to significantly optimize the loading time and responsiveness of websites. Speed optimization refers to a set of advanced strategies and techniques designed to significantly improve the loading time and responsiveness of a website or online store. Below we detail the actions that we recognize as Speed Optimization requests, which are included in the Elite Support and Maintenance plan:

File and code compression techniques: We use compression to reduce the size of HTML, CSS, and JavaScript files.
Lazy loading: We implement strategies to load visible content first, improving initial loading speed.
Cache management optimization: We configure the cache to reuse resources and reduce network requests.
Reducing HTTP requests: We combine files and use image sprites to reduce the number of HTTP requests.
Minimizing main thread work: We have implemented techniques to reduce the browser's workload.
Largest Contentful Paint Optimization: We speed up the loading of the largest and most significant content on the page.
Removing render-blocking resources: We prioritize loading essential site content.
Reduced initial server response time: We improved server efficiency to reduce latency.

Any of the above actions are part of our speed optimization service, which is included in the monthly actions of the Elite Support and Maintenance plan. For those not enrolled in this plan, any optimization request will be evaluated and quoted individually, ensuring a personalized and effective approach for each project. On the other hand, the following actions are defined as Advanced Optimization and need to be quoted and approved separately:

Detailed web performance analysis: In-depth evaluation of all aspects that impact site speed.
CDN (Content Delivery Network) Implementation: Distributing content across a network of servers to accelerate delivery to global users.
Advanced Image Optimization: Using specialized tools to further reduce image size.
Customizing Server Settings: Specific server settings to maximize loading speed.
Critical Render Path Analysis: Optimized the order in which resources are loaded for faster display.
Implementing preloading and prefetching: Preloading critical resources to speed up user navigation.
Database Optimization: Database cleaning and optimization to improve performance.
Application Layer Security Review: Evaluating how security configurations impact performance.
HTTP Security Policy Settings: Setting HTTP headers to improve security without affecting speed.
Third-Party Scripts Optimization: Review and optimize the impact of external scripts on site speed.
Integration of new HTML5 and CSS3 features: Leveraging modern technologies to improve loading and design.
Restructuring the site architecture: Redesign of the site structure to optimize loading speed.
Development of asynchronous functions: Asynchronous JavaScript implementation to improve responsiveness.
Cross-Browser Compatibility Review: Ensuring that optimizations work across all browsers.
Advanced Lazy Load Configuration: Advanced techniques for lazy loading of images and content.
Personalization of user experience based on speed: UI/UX adjustments to improve speed perception.
Optimization of internal and external APIs: Review and improve API consumption and performance.
Service Workers Implementation: Using workers to cache content and speed up loading.
HTTP/2 or HTTP/3 Configuration: Upgrade to faster protocols for content delivery.
Animation and transition optimization: Adjustments to ensure that animations do not affect performance.
Evaluating JavaScript Frameworks and Libraries: Review of the impact of used libraries on speed.
Font loading optimization: Strategies for efficient loading of custom fonts.
Coding Practices Review: Code analysis to identify and correct practices that affect speed.
Adapting dynamic content: Optimizing dynamically generated content to improve loading.
Implementing advanced caching strategies: Specialized caching techniques for dynamic content.
Optimizing User Interaction Events: Improved site response to user actions.
Information Architecture Review: Optimizing the way information is presented and loaded.
Analysis of the impact of advertising on speed: Optimizing ad loading without sacrificing performance.
Integration of performance monitoring systems: Implementation of tools for continuous performance monitoring.

Security Review Policy

At Gulupa Digital SAS, we are committed to maintaining the security and smooth operation of our clients' websites and virtual stores. With this objective in mind, we establish a clear policy to differentiate the actions included in a standard security review within our Support and Maintenance plans, and those security hardening or advanced security actions, which require an additional quote due to their specialized nature and complexity. These are the actions included in a Security Review:

Vulnerability Assessment: Basic analysis to identify common vulnerabilities in plugins, themes, and the WordPress core.
Malware Scanning: Using automated tools to detect the presence of malware and suspicious files on the site.
Code integrity validation: Review to detect unauthorized changes to source code.
SSL/TLS Certificate Validation: Verification of the correct implementation of SSL/TLS certificates for secure data transmission.
Review of access and error logs: Basic log analysis to identify patterns of unusual activity.
User Account Audit: Review user accounts to remove or adjust excessive permissions.

These are the Security Hardening or Advanced Security actions that are not included in our Security Review and, if they are to be implemented, must be quoted and accepted in advance:

XSS and SQL Injection Vulnerabilities Review: Detailed analysis to identify specific Cross-Site Scripting (XSS) and SQL Injection vulnerabilities, which may allow attackers to compromise the site and steal data.
Configuring firewalls and WAF (Web Application Firewall) protection: Implementing and configuring firewalls and WAFs to block malicious attacks before they reach the site.
Clickjacking Protection: Setting HTTP headers to prevent clickjacking attacks, where users are tricked into clicking on unwanted elements.
Secure cookie settings: Implementation of security attributes in cookies to prevent unauthorized access to data stored in the browser.
Implementing Content Security Policies (CSP): CSP configuration to prevent injection attacks by restricting the resources that the web browser is allowed to load.
Real-time monitoring: Setting up tools to constantly monitor the site for signs of intrusion or suspicious activity.
Penetration Testing: Manual or automated penetration testing to assess site security by simulating cyber attacks.
Isolation of test environments: Segregation of development and production environments to avoid security compromises.
Role-based access control: Implementation of strict access control policies for users and administrators.
Server Hardening: Optimizing server configurations to improve their resilience against attacks.
DoS/DDoS Protection: Implementation of strategies to mitigate denial of service attacks.
Data encryption at rest and in transit: Secure all sensitive information using encryption.
Multi-factor authentication: Strengthening authentication processes for backend access.
Review and update security policies: Maintaining security policies up to date in accordance with best practices.
Third-party security audits: Using external assessments to identify vulnerabilities.
Employee Safety Training: Training on safe practices and recognition of phishing or other scams.
Security Patch Management: Diligent application of critical security patches and updates.
Advanced malware protection: Using advanced solutions for the detection and removal of sophisticated malware.
Custom Code Security Inspections: Manual review of any code customization to identify potential risks.
Limiting login attempts: Reducing the risk of brute force attacks by restricting failed attempts.

These security hardening actions represent an advanced level of protection and require additional specialist knowledge, time and resources to implement and maintain. They must therefore be quoted and are not included within Support and Maintenance plans. By separating standard security review actions from advanced security measures, we seek to offer our clients the flexibility to choose the level of security that best suits their needs and budget, while ensuring that their websites and online stores operate safely and efficiently.

Backup Policy

In Gulupa Digital SASAt Webmasters, we understand the importance of protecting the data and content of our clients' websites and online stores. That's why we have designed a backup policy that provides an additional layer of security, ensuring that the website can be restored in case of unforeseen events.

General backup conditions:

Making backups: For customers with Support and Maintenance plans that include regular backups, we perform full backups on random days of the month, as stipulated in your plan.
Storing backupsBackups include the entire website file system, including media files (images, videos, etc.), site configuration files, source code, and the website database, which stores all dynamic information (content, products, orders, users, etc.).
Storage Limits:
- If the total size of the website and database exceeds 1 GB, only the latest available backup will be kept.
- If the size of the website and the database does not exceed 1 GB, up to a maximum of three backups will be stored (as long as the sum of the weight of the backups does not exceed 1 GB).
Sending backups: Backups are stored exclusively on our servers and are not sent to the client automatically. In case the client needs a specific backup, only the latest backup available at the time of the request will be sent.

Backup Restore Procedure:

In the event of a contingency, such as a cyber attack or a serious technical failure, we undertake to restore the latest available backup within 24 business hours (Monday to Friday, 7:30 am to 5:30 pm). The customer must formally request this restoration through the support channels.

Customer Responsibility:

It is the customer's responsibility to provide the necessary information to facilitate data restoration when required.
If the client needs to restore their website and the size of the website exceeds 1 GB, only the last stored backup will be available. For this reason, it is crucial that the client periodically validates the status of the site before making major changes.

Procedure for unsupported plans:

For customers whose plans do not include regular backups, the responsibility for maintaining data backups rests entirely with them. In this case, the customer agrees that Gulupa Digital SAS will not be liable for any data loss resulting from the lack of adequate backups.

Bug Checking Policy

At Gulupa Digital SAS, we implement a thorough diagnostic process to determine the cause of any errors or technical issues on our clients' websites or online stores. This process may include:

Review of change logs.
Source code analysis.
Functionality testing.
Review user activity and system configuration.

Liability for errors:

Errors caused by customer or third party modifications: If it is determined that the error was caused by a modification, manipulation or intervention carried out by the client or by a third party designated by him, Gulupa Digital SAS undertakes to inform the client. The correction of this type of errors is not covered by the support and maintenance service. In this case, the client must contact a commercial advisor through any of the WhatsApp lines available on our contact page. The advisor will be in charge of analyzing the requirement and preparing a formal quote, which will include the scope, execution times and the estimated budget for the correction of the problem.
Errors in the original code: If the error is a result of a failure in the code or in the functionalities originally delivered by Gulupa Digital SAS, we undertake to correct it at no additional cost as part of our support and maintenance service.

Quotation process and associated risks:

Once it has been identified that the error was caused by external modifications, the commercial advisor will provide a formal quote detailing:

Scope: Clear definition of the actions necessary to correct the error.
Execution times: Estimate of the time it will take to correct the problem, which may vary depending on the complexity.
Budget: Costs associated with the correction, which will be clearly communicated to the client before proceeding.

It is important to note that in some cases certain errors may be irreversible or require significant effort to correct. Gulupa Digital SAS will warn the customer about these potential risks, and the customer will be responsible for deciding whether to proceed with the correction or restore the site to a previous version if possible. Customer Cooperation: Gulupa Digital SAS reserves the right to request from the client proof, evidence or any other information necessary to correctly identify the cause of the error. The client is obliged to cooperate in this process to facilitate the quick and efficient resolution of the problem.

Resource Use Policy

To ensure the proper functioning and stability of our services, Gulupa Digital SAS customers are obliged to use the technical resources provided in a responsible manner. This includes:

Bandwidth: The use of allocated data traffic.
Storage space: The amount of disk space used.
CPU Usage: The processing power used on the server.

Terms of use:

Customers must not abuse or exceed the limits of these allocated resources. Any excessive use that may affect the stability or availability of services for other customers will be considered a violation.
Gulupa Digital SAS reserves the right to temporarily suspend or terminate the service of any customer who abuses the resources provided or uses them in a way that interferes with the normal operation of our systems or the experience of other users.
In the event of abuse or misuse, Gulupa Digital SAS will notify the client and, if necessary, offer a solution tailored to their needs, which may include the expansion of resources or the contracting of an appropriate plan.

Security Policy

Security is a priority at Gulupa Digital SAS. However, customers are also responsible for protecting their access credentials and maintaining good security practices. Client Responsibilities:

Access credentials: Customers are responsible for protecting their usernames, passwords and any other access information from unauthorized use. The use of strong passwords and their regular updating is recommended.
Suspicious Activity: In the event of detecting suspicious activity or possible unauthorized access, the client must immediately notify Gulupa Digital SAS so that we can take the necessary measures.
Software and hardware update: Customers are responsible for keeping their software and hardware (operating systems, browsers, plugins, etc.) up to date to avoid security vulnerabilities.

Disclaimer: Gulupa Digital SAS will not be liable for any loss or damage resulting from unauthorized access to customer accounts due to the lack of adequate security measures on their part.

Request Prioritization Policy

At Gulupa Digital SAS, we are committed to responding to technical support requests in a timely manner, in accordance with the response times established in the support plan contracted by each client. Prioritization criteria:

Volume of requests: In cases of high volume of requests, Gulupa Digital SAS reserves the right to prioritize requests based on the following criteria:
- Urgency: Critical issues that directly affect the functionality of the website or online store (server crashes, serious operating errors, etc.) will be given priority.
- Impact: Incidents that directly affect business operations or end-user experience will be prioritized.
Contracted plan: Response times may vary depending on the support plan purchased by the customer. Customers with advanced or higher-level support plans may receive priority support.

Gulupa Digital SAS will always seek to provide solutions within the agreed time frame, but reserves the right to adjust prioritization depending on the circumstances of the moment.

External Technical Support Policy

At Gulupa Digital SAS, we strive to offer a high-quality technical support service, ensuring the proper functioning of our clients' websites and virtual stores. However, we understand that in some situations, clients may choose to use external technical support services. In these cases, the following conditions apply: Disclaimer: If a client decides to hire or use external technical support services that are not provided or managed by Gulupa Digital SAS, the company will not be responsible for any type of problem, error or malfunction that may arise as a result of the intervention of said third parties. This includes, but is not limited to:

Code modifications: Any alteration, deletion or addition of code made by a third-party provider that causes failures on the website or online store.
Server configuration changes: If a third party changes the configuration of the hosting server or makes adjustments to the technical infrastructure that interfere with the operation of the website.
Installing or updating plugins: If a third party installs, updates or configures plugins that generate incompatibilities or errors, Gulupa Digital SAS will not be responsible for resolving these problems within its standard support services.
Security Interventions: Any vulnerability or security breach caused by a third party, including the installation of unauthorized software or the removal of security measures implemented by Gulupa Digital SAS.

Restoration of services: If, as a result of third-party intervention, the website or online store experiences problems or malfunctions, Gulupa Digital SAS may offer its services to diagnose and resolve the problem. However, these services will be quoted separately and will not be covered by any previously contracted support plan. The costs of these interventions will be subject to the complexity of the necessary repair. Limited cooperation: In the event that the client requests the collaboration of Gulupa Digital SAS to work together with an external provider, this cooperation will be subject to the availability of our team and will be quoted as an additional service. Gulupa Digital SAS does not undertake to guarantee the solution of problems generated by third parties or to take responsibility for the work carried out by said providers. Important notice: In order to preserve the quality and stability of the websites and virtual stores developed and maintained by Gulupa Digital SAS, we recommend our clients to first consult with our team before resorting to external services. This way, we can evaluate and provide the most appropriate solutions within our support services, avoiding unnecessary risks to the integrity of the project.

Audit Policy for Third Party Websites

At Gulupa Digital SAS, we understand the importance of keeping websites and online stores operating at their full potential. That is why we offer a free audit for websites developed by third parties, in order to determine if they can be incorporated into our Support and Maintenance service. This process includes:

Assessment of minimum standards: We will review the structure, code, security, and performance of the site, including loading speed.
Optimization needed: If the site does not meet our minimum standards, optimization will be required. This optimization may have an associated cost, which will be separate from the cost of the Support and Maintenance service. The client will receive a detailed report of the areas that need improvement and a quote for the optimization.
Service Flexibility: Customers have the option to contract only code, performance or speed optimization, without the need to purchase a Support and Maintenance plan with us.

This policy ensures that all websites can achieve a quality standard that allows us to provide the best possible support.

Third Party Support Policy

At Gulupa Digital SAS, we are committed to providing efficient and straightforward technical support services to our customers. To ensure the quality and consistency of our service, all support requests must meet the following conditions: Non-transferability of the support: Gulupa Digital SAS will not provide technical support directly to third parties, including end customers, users, suppliers, or any other person or entity other than the client with whom the support contract is held.

End customers: If a Client has users or end-customers requiring support, the responsibility for handling the requests lies solely with the Client. Gulupa Digital SAS will not provide support or communicate directly with those end-users.
External equipment: If the client has delegated the management of the website or virtual store to an external team or provider, Gulupa Digital SAS will not respond to support requests from these third parties, unless previously and formally agreed with the client.

Support Request Procedure: All technical support requests must be handled directly by the main client through Gulupa Digital SAS official support channels. Any request that does not come directly from the main client will not be attended to. This allows us to ensure the authenticity and relevance of each request, while maintaining adequate control over changes or solutions implemented on our clients' websites. Exceptions: If the Client wishes to have an authorized third party handle support requests on their behalf, they must formally notify Gulupa Digital SAS, clearly indicating who the authorized third party will be and the scope of the authorization. In these cases, the Client will remain directly responsible for all requests submitted and actions taken.

Privacy Policy

At Gulupa Digital SAS, we value and respect the privacy of our clients. Therefore, we are committed to maintaining the confidentiality of all information provided to us during the provision of our Support and Maintenance services or any other related service. The principles and conditions of our confidentiality policy are detailed below: Confidentiality Commitment: All technical, commercial, personal or any other type of information that the client provides to Gulupa Digital SAS within the framework of the provision of services will be treated as confidential and protected. This includes, but is not limited to:

Project data: Information related to the development, maintenance or modification of websites, virtual stores, server configurations, and access to databases or systems.
Commercial information: Any details about business strategies, financial data, marketing campaigns, intellectual property, etc.
Personal data: Information related to the client or its users, such as emails, names, addresses, telephone numbers and any other sensitive information.

Protection of information:

Restricted access: Only authorized personnel of Gulupa Digital SAS will have access to the confidential information provided by the client. This access is limited only to those employees or collaborators who need the information to perform the contracted services.
Non-disclosure to third parties: Gulupa Digital SAS will not share, disclose or transfer customer information to third parties without your explicit written consent, except when necessary to comply with legal requirements or judicial processes.

Exceptions: There are exceptional situations in which Gulupa Digital SAS may be required to disclose confidential information without the client's consent, such as:

Legal compliance: If disclosure is required by law, government regulation, or by a valid court order, Gulupa Digital SAS will provide the minimum amount of information necessary to comply with such obligation.

In such case, Gulupa Digital SAS will make every effort to notify the client before any disclosure, unless legally prohibited. Customer Responsibility: The client must also undertake to maintain the confidentiality of any information provided by Gulupa Digital SAS that is relevant to the services provided, such as access data to internal systems, source codes or any other sensitive material. Storage and deletion of information:

Safe storage: All confidential information will be stored in protected and secure systems that comply with best practices in information security.
Data deletion: Once the contractual relationship or support service has ended, Gulupa Digital SAS will proceed to securely delete any confidential information provided by the client.

Service Change Policy

Gulupa Digital SAS reserves the right to modify the characteristics, conditions and prices of the Support and Maintenance services at any time. These changes will always be made with prior notice to customers, through the company's official communication channels, such as email or notifications within the support portal.

Notification of changes: Customers will be notified in advance of any changes to the Services. This includes changes to prices, response times, support plan coverages, and any other applicable conditions.
Customer Review: It is the customer's responsibility to review the notices of changes and decide whether to continue using the services under the new conditions. If the customer does not agree with the changes, he or she will have the option to cancel the service, provided that he or she formally notifies Gulupa Digital SAS within the period stipulated in the notice. The cancellation notice must be made 30 days in advance.
Application of changes: If the customer continues to use the services after being notified of the changes, he or she will be deemed to have accepted the new conditions and prices without exception.

Cancellation of service and penalties for early cancellation:

In the event that the client decides to cancel the service before the end of the minimum contract period, the following will apply: sanctions:

Proportional payment of the remaining time: If the customer decides to cancel before the minimum contract term is met, they will be required to pay 50% of the remaining value of the unused service. This is calculated based on the months remaining until the end of the contract, and the remaining amount will be reduced by 50%.
Limited return: In the event that the customer has prepaid for an annual service, he/she may receive a partial refund of the amount paid. This refund will be calculated by applying the aforementioned penalty (50% of the remaining amount) to the unused contract period, and the resulting balance will be returned. No refund will be made if the customer cancels in the last 30 days of the contracted period.

Cancellation procedure:

Prior notice: The client must notify in writing his intention to cancel the service at least 30 calendar days in advance. This notice must be sent through the official support or contact channels of Gulupa Digital SAS.
Contract status analysis: Once the notice has been received, the remaining time of the contract, the amount paid and the applicable percentage of the penalty will be reviewed.
Cost of the sanction: Gulupa Digital SAS will send the client, via email, a formal quote with the amount of the penalty or fine to be paid for early cancellation. This amount will include the calculation of the proportional payment of the remaining time and any other related costs.
Confirmation of cancellation: The client must confirm their acceptance of the penalty and proceed with payment before the service cancellation becomes effective.
Closing of service: Once payment of the corresponding fine or penalty has been received, Gulupa Digital SAS will proceed to formally close the contract, notifying the client of the termination of the service.

Policy on After-Hours Requests

At Gulupa Digital SAS, we value the importance of offering an efficient and organized technical support service. However, to ensure the quality of our solutions, we establish the following policy for the management of support requests received outside of business hours:

Reception of applications: Any support request generated outside of Gulupa Digital SAS's business hours (Monday to Friday, 7:30 am to 5:30 pm) will be logged, but will not be taken into account until the start of the next business day. This ensures that each request is managed within the appropriate framework of resources and attention.
Response time count: The response time will start counting once the request is received during business hours. This means that requests received outside of business hours will be processed in order of arrival during the following business day, according to the Support and Maintenance plan contracted by the client.
Management of urgent requests: We understand that critical situations may arise that require immediate attention. However, to ensure efficiency and fairness in serving all of our clients, this policy remains firm. Should the client wish to prioritize a request outside of business hours, an emergency service may be quoted for an additional fee.

Support and Maintenance Request Policy

At Gulupa Digital SAS, our support channel located at the URL https://gulupa.com.co/clientes, is the only valid means for filing support requests for your digital project. Below, we explain how to make a support request: Step 1: Enter in https://gulupa.com.co/clientes and log in with your username and password, which are assigned to you when your website is delivered to you. If you do not have them or have lost them, send a password recovery request or contact us at our email support@gulupadigital.com. Step 2: Go to the “Support” tab, and check that your website has active support to make the relevant requests through this channel. Step 3: To create your request, click on the “New ticket” button and fill in the required information:

Service: You will find a list of the different services that are the reason for your support request. Select the service corresponding to the request you wish to make.
Name: This field is auto-completed and cannot be modified, as it corresponds to the email address associated with the delivery of your project.
Request: In this field, enter the specific subject of your request.
Description: Please tell us everything related to your application, as clearly and specifically as possible. If necessary, attach any files or documents that you consider important for your application, taking into account that they must not exceed 20 MB. If they are videos, upload them to the digital platform of your choice (YouTube, Vimeo, etc.) and send us the corresponding link.

Step 4: Click on the “Submit ticket” button and that’s it, your request is now in our system. A confirmation email will be sent to your email address and, within three business days at the latest, your request will be resolved. You can track the status of your ticket through the link in your confirmation email or by logging into your customer area. Once it has been resolved, you will also receive a notification email. It is important to note that if we do not receive a response or approval from the client within three business days after the support has been executed, it will be marked as "Solved". If you wish to make any additions to the expired support, you must generate a new ticket and relate it to the previous ticket. Remember that if you have any questions or concerns about our services, you can contact us through our different communication channels.