Guidelines

Fair Usage & Client Expectations

Clarifying our "Clone & Go" model and service limits.

Our goal is to provide powerful business apps at an affordable price. To maintain this balance, it's important to understand what is included in our "Managed App" service and what constitutes a "Custom Development" request.

1. The "Clone & Go" Policy

When you purchase a Business App (e.g., FitZone, FaithConnect), you are purchasing a pre-built solution. The setup fee covers the deployment of a new instance of our standard code.

Included Customization:

  • Changing the App Name (e.g., "FitZone" to "Spartan Gym").
  • Uploading your Logo and Favicon.
  • Updating the primary color scheme to match your brand.
  • Connecting your custom domain (e.g., gym.yourdomain.com).

NOT Included (Requires "Enterprise" Plan):

  • Adding new features or buttons to the dashboard.
  • Changing the core logic of how the app works.
  • Custom API integrations with other third-party software.

2. Support Scope

We provide managed support to ensure your app stays online and secure.

  • We Fix: Server outages, SSL errors, database connection issues, and bugs in our core code.
  • We Don't Fix: Issues caused by user error (e.g., deleting data by mistake), issues on your local device/network, or bugs introduced if you modify the code yourself (if access is granted).

3. Hosting Fair Usage

Our "Unlimited" bandwidth policy is designed for normal business usage. It does not cover:

  • File hosting/sharing services (e.g., using your server as a Google Drive alternative).
  • Video streaming hosts (please use YouTube/Vimeo for video content).
  • High-frequency automated scripts or bots.

We reserve the right to throttle or suspend instances that consume excessive resources which impact other clients on the node.

4. Communication & Turnaround

We are a digital-first company. All support requests must be logged via our ticket system at billing.elevahosts.com.

Standard Turnaround:

  • Critical Issues (Downtime): Response within 2 hours.
  • General Support: Response within 24 hours.
  • New App Deployment: Typically ready within 24 business hours after we receive your logo and details.

5. Contact

If you have specific requirements outside of these guidelines, please contact our sales team at [email protected] for a custom quote.