Support
Frequently Asked Questions
Quick answers to the questions people ask us most. Your question may already be here.
What services does Rayatiga offer?
We build websites, either from WordPress templates or custom to your needs. After launch we maintain them, speed them up, protect them from attacks, back up their data, and connect the analytics and business tools you use.
What packages can I choose from?
There are five: Web Development, Maintenance, Google Tag Manager, SEO, and Migration. Each one includes the features listed on the pricing section, and some build on each other. Web Development includes everything in Maintenance, and Maintenance includes everything in SEO. All prices are fixed, with no hidden costs.
What does the SLA cover?
The SLA (Service Level Agreement) is a written agreement that sets out our service standards. It covers the scope of work, such as building and maintaining your website, and our response times: within 24 hours for general requests and within 4 hours for emergencies. It also gives estimated fix times based on how complex a problem is, and lists what each side is responsible for.
How fast does support respond?
We reply to general support requests within 1×24 working hours. For emergencies, such as a website that won't load, we respond within 4 working hours. We talk by email or WhatsApp, whichever we agreed on at the start.
What are my responsibilities as a client?
You give us the data, access, and instructions we need to do the work. You use the service legally and in a way that doesn't harm existing systems. And you pay on time, as agreed.
How do you keep my data secure?
We follow industry standards: encryption, secure storage, and access limited to authorized people. No system is completely safe from attacks, so we use several layers of protection. We never sell your data, and we only share it when the law requires it or when it's needed to run the service.
Can I get a backup of my website data?
Yes. We back up your website data automatically and keep it on our storage, so we can restore it if something goes wrong. The Web Development package includes a routine monthly backup.
Can you connect my website to my business tools?
Yes. We can connect analytics, automation, and other business tools, such as Google Analytics, Mailchimp, a CRM, marketing tools, or your internal systems. Third-party integration is part of the Maintenance package, and the Google Tag Manager package covers GA4, Google Ads, Facebook, and other tracking.
How does website maintenance work?
We update the system and plugins, update your content, and fix security gaps. How often depends on your package. We can also send you a status report if you ask for one.
How do I reach the Rayatiga team?
Email us at rayatiga@sultankautsar.com. If you're already a client, you can also use the WhatsApp contact we agreed on. We work Monday to Friday, 09:00 to 17:00 WIB. We still answer outside those hours, but the SLA response times don't apply then.