JARAWEB POLICIES

Support, Backups and Service Limits

This page explains what support and backup details are confirmed in your JaraWeb order, what service availability depends on, and the limits that apply to managed website services.

Provider: TMR Concept, operating JaraWeb · Novare Central, Wuse Zone 5, Abuja, Nigeria Effective from the date this policy is published on jaraweb.com.ng.

TMR Concept is fully responsible for fulfilling JaraWeb customer orders and service obligations. JaraWeb is powered by E15 Technologies Limited and TMR Concept.

Your order is the service reference

Support, backups and restoration are included and delivered according to the scope recorded in your accepted order. Check that document for the exact service, frequency, retention and restoration details that apply to your website.

CUSTOMER ASSISTANCE

Support scope

Your order identifies the support included with your selected JaraWeb plan and any agreed support add-ons.

SITE PROTECTION

Website backups

Your order identifies the backup service, backup frequency and retention period applicable to your website.

RECOVERY

Restoration details

Your order identifies the restoration assistance and any applicable restoration charge. A backup does not guarantee recovery of every file.

1. Support included with your plan

JaraWeb provides website support as described in your selected plan and accepted order. Your order or written quote records the support included and any separately approved support work.

Support is for the managed website services included in your active plan. Requests for new pages, new features, a major change in direction or work beyond the agreed plan scope may require a separate quote. We will ask you to accept the quote before that extra work begins.

Hosting, support, updates and backups continue only while the relevant service is active.

2. How to request support

Contact JaraWeb through the Contact page and describe the issue. Include your business name and website address, explain what happened and when you noticed it, and provide any relevant details that will help the team review the request.

Keep your account contact information current so the team can reply and provide service notices. Do not send passwords or other secret login credentials in a support message.

If you suspect unauthorized access or a security incident, report it promptly and identify the affected website or account. See the Acceptable Use and Security Policy for security reporting.

3. Backups and restoration

The backup frequency, retention period and restoration details for your website are stated in your accepted order or written quote. If your order does not make these details clear, contact JaraWeb before relying on a particular backup or recovery schedule.

Backups are intended to support recovery but do not guarantee that every file, database change, email message or third-party service can be recovered. Restoration may depend on the availability and integrity of the backup and on third-party hosting or software.

Any restoration charge that applies will be stated in your order or invoice before it is incurred. A customer may also request a separately quoted recovery or migration service.

4. Website availability and third-party services

JaraWeb does not guarantee uninterrupted availability. Website access may depend on hosting providers, domain registries and registrars, networks, plugins, themes, payment services and other third-party services.

Scheduled maintenance, urgent security work, provider incidents or changes to third-party services may temporarily affect a website, email or related features. We will take reasonable steps to manage service work and respond to issues within the support scope recorded in your order.

Any uptime commitment, service credit, recovery time objective or other service-level guarantee applies only if it is expressly stated in a separate service-level agreement.

5. Results and service limits

JaraWeb does not guarantee a particular search ranking, sales result, enquiry volume, uninterrupted availability or recovery of every file.

Plan inclusions and website limits, such as page counts, product catalogue size, revision rounds, email account limits and add-ons, are stated on the Plans and Pricing page and in your accepted order. Work outside those limits may require a separate quote.

The customer is responsible for reviewing website details and supplied content for accuracy, maintaining the security of account credentials, obtaining rights to supplied materials and responding to requests for information or access needed to provide the service.

6. Service suspension and ending the service

A service may be suspended or terminated in the circumstances described in the JaraWeb Terms of Service, including non-payment, unlawful use, material breach or a serious security risk. Where practical, TMR Concept will give notice and a reasonable opportunity to address the issue.

When the service ends, hosting, support, updates and backups stop at the end of the active service period unless the accepted order states otherwise. Content export, website handover, domain transfer and migration options are described in their respective JaraWeb policies.

Need help with support or backup details?

Contact JaraWeb with your business name and website address. The team can confirm the support and backup terms recorded for your order.