Legal
Support & Incident Policy
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Version 1.0 · Last updated: 1 October 2026
This policy describes how to reach us, how fast we aim to respond and what happens
when something goes wrong. It is part of our Terms of Service.
1. Channels and hours
| Channel | For | First-reply target |
|---|---|---|
| WhatsApp +44 7883 256391 | Questions, changes, urgent problems | 5 minutes |
| Email contact@brova.cloud | Everything that isn't urgent | 1 hour |
| /under-attack or underattack@brova.cloud | Sites that are down, compromised or under attack | See section 3 |
Support hours: every day, 08:00 to 22:00 Central European Time (CET/CEST).
Targets, not guarantees. A first-reply target is how quickly a person aims to
answer during support hours. It is not a promise of how long a fix takes. There are no
response targets outside support hours; see section 3 for what happens with urgent
incidents then.
Please never send passwords, keys or other credentials through any channel. If we
need access, we agree a safe way.
2. What support includes
Included in every plan: questions about the service, problems with hosting, the
server or the platform, restores from backup, DNS and certificate issues, and the
work described in your plan (for example WordPress updates with WordPress Care).
Not included (quoted by Brova Digital as development work): new features, design
changes, content entry, bugs in custom themes, plugins or application code, and
changes to application dependencies.
3. Security incidents
Use /under-attack if your site is down, hacked, flooded with traffic
or behaving strangely. You get a case number straight away, and the report reaches
our incident inbox.
Priority. Each case gets a priority from your answers. We review it and may
change it; the reason is recorded on the case.
| Priority | Meaning (examples) |
|---|---|
| UA-P0 Critical | Service down and compromised or under DDoS; personal data exposed through a compromise; the server, DNS or email infrastructure compromised |
| UA-P1 High | A compromise, a suspected DDoS, a service that is down, or data that may be exposed |
| UA-P2 Elevated | Suspicious activity with the service still working |
| UA-P3 Advisory | Past events or information with no current impact |
The priority orders our work. It is not a response-time commitment.
During support hours we work cases in priority order, and the first-reply targets
in section 1 apply.
Outside support hours we don't guarantee a response. We check the incident inbox for
UA-P0 cases when we can, and act if we are available.
What incident response includes and doesn't include: see section 7 of the
Terms of Service: first response, containment, restore from backup,
and a written summary of what we found and changed; no forensic investigation to an
evidentiary standard.
Cooperation. We may need you to be reachable, to decide on containment steps
(for example taking a site offline), and to give access to accounts you control.
4. Planned maintenance
We announce planned maintenance in advance. Urgent security fixes can't always wait for a window; we tell you as soon as we can.
5. Uptime target
We aim for 99.95% availability per calendar month for each site, excluding
announced maintenance and interruptions caused by your code or content, your own
providers, or events outside our control.
This is a target, not a guarantee, and not a service level agreement: there are no
service credits. Each site currently runs on a single physical server; we will offer
an SLA once there is a standby server and a longer measured history. We will publish how
we measure availability once our external monitoring is in place.
6. Changes
We may update this policy. Changes that reduce what we offer follow section 21 of the
Terms of Service.