VERSION 3.0 · ISSUED 20 JULY 2026
Maintenance & Technical Support Agreement
For the Captain Mama platform — governing maintenance, technical support, content entry, and service levels between the contracting parties.
This version (3.0) supersedes all previous versions and documents. Annexes A, B and C form an integral part of this Agreement and are read with it.
Summary of Amendments in Version 3.0
This log sets out how this version addresses each point raised in the First Party's comments.
| # | First Party's comment | Addressed in this version |
|---|---|---|
| 1 | SLA effective date | Article 2 (new) + Annex A |
| 2 | Support-hours tracking mechanism | Article 5 (expanded) + Annex B |
| 3 | Definition of content entry | Article 4 (new) |
| 4 | Backup & data recovery | Article 9 (new) |
| 5 | Distinguishing repairs vs. enhancements vs. new features | Article 3 — Clause 3.6 (new) |
| 6 | Scope-of-work categorization | Article 3 (fully restructured) |
Additional changes proposed by the Provider in both parties' interest
Clarification of how response times are calculated (Article 6); a liability cap (Article 14); and an expanded list of excluded services to cover items outside the Provider's control (Article 12).
Contracting Parties
Represented by Eng. Tarek Kaki — Project & Operations Manager
MOBILE +966 55 551 7507 / WhatsApp
WEB www.captainmama.org
Representing himself and his team at Wentium for Digital Services
MOBILE +20 101 537 9243 / WhatsApp
Authorized Point of Contact
Each party designates an authorized point of contact for official approvals (task approval, approval of additional hours, and the acceptance certificate). Correspondence exchanged via the email addresses stated above constitutes official, binding correspondence.
Effective Date, Delivery & Acceptance Mechanism
2.1Commencement Principle
This Agreement takes effect on the acceptance date determined under Clause 2.5 below. All comments listed in Annex A that were discovered before the acceptance date are resolved as part of the project's final delivery, at no charge, and are not counted against the monthly support hours.
2.2Pre-Acceptance Comment List
The approved comment list is the audit report of 28 June 2026, comprising 20 items, attached in full as Annex A. The list is final: any new comment or request arising after the approval date of Annex A is handled under this Agreement according to the classifications of Article 3.
2.3Classification of Annex A Items
The twenty items were classified by the party responsible for execution:
| Category | Description | Items | Responsible for execution | Cost |
|---|---|---|---|---|
| A | Technical fixes within the delivery scope | 14 | Provider | No charge |
| B | Items requiring content or a decision from the First Party | 3 | First Party provides; Provider executes | No charge |
| C | Items requiring action by the account owner | 3 | First Party (Provider guides & documents) | Outside contract scope |
2.4Category C Responsibilities
Category C items concern assets owned by the First Party (the domain registrar record, login credentials, financial accounts), over which the Provider holds no authority. The Provider undertakes to give complete technical guidance, prepare the execution steps, and document the required action in writing. The First Party undertakes to execute these items.
2.5Acceptance Mechanism
- Upon closure of all Category A items, the Provider issues a Delivery Completion Notice by email, attaching the closure log for every item.
- The First Party reviews and accepts.
- If objections arise, the Provider addresses them and re-issues the notice until it is accepted.
- Category B and C items do not block acceptance. If the First Party does not supply the content or decision required for Category B items within the review period, those items are deemed deferred by mutual agreement and are carried over for execution within the monthly support hours after the contract starts.
2.6Effect of the Effective Date
- Service-level obligations (Article 6) and the monthly support hours begin on the effective date.
- Monthly billing is counted from the effective date. If the date falls mid-month, the first invoice is calculated pro-rata.
- This article settles the comment recorded under item CM-19 concerning the end of the previous support period.
Scope of Work & Request Classification
Every request received from the First Party is classified into one of five categories, and its classification is recorded in the tracking system before execution begins.
Master Classification Table
| Category | Definition | Covered? | How it is charged |
|---|---|---|---|
| 1 · Bug Fixes | Restoring a function that previously worked, as described, to its correct state | ✓ Yes | Within the 40 hours |
| 2 · Maintenance | Routine preventive work the Provider initiates without a request | ✓ Yes | Within the 40 hours |
| 3 · Content Updates & Entry | Entering or modifying content supplied by the First Party (details in Article 4) | ✓ Yes | Within the 40 hours; excess at $5/hour |
| 4 · Minor Enhancements | A change to an already-existing function, not exceeding 4 hours of work | ✓ Yes | Within the 40 hours |
| 5 · New Features | A function or form that does not exist, or a change exceeding 4 hours | ✗ No | Separate quotation |
3.1Bug Fixes
- A breakdown or defect in a function that previously worked correctly
- PHP or JavaScript errors, or database errors
- Conflicts between plugins after updates
- Broken layout or responsiveness on common browsers
- Problems with payment, registration, login, or course enrollment
- Defects in translation or the bilingual links (WPML)
3.2Maintenance
- Updating the core system, theme, and all plugins (after testing on a staging copy)
- Security updates, firewall monitoring, and responding to alerts
- Managing daily backups and verifying their integrity
- Database optimization and cleanup of redundant files
- Monitoring performance, speed, and SSL-certificate health
- Tracking hosting-resource consumption and uptime monitoring
- The monthly report and routine technical consultations
Note: maintenance work is initiated by the Provider without waiting for a request, and is documented in the tracking system for transparency.
3.3Content Updates & Entry
Detailed in Article 4.
3.4Minor Enhancements
A modification to an already-existing function or page, provided it does not exceed 4 hours of work.
Examples: changing the colors or fonts of an existing section; adding a field to an existing form; reordering page elements; adding a badge or icon; editing a text or link in the menu; adjusting established settings.
3.5New Features (not covered — separate quotation)
Examples: building a new form or module; designing a new page; integrations with external systems or partners (API integrations); developing a custom plugin; adding a third language; a radical change to the structure of courses or memberships; building a companion app.
Mechanism: the Provider submits a quotation covering scope, duration, and cost before any work begins.
3.6Classification Mechanism & Dispute Resolution · RESPONDS TO COMMENT № 5
The approved decision tree:
| Question | Answer | Classification |
|---|---|---|
| Did the function exist and work, then stop? | YES | → Bug fix (Category 1) |
| Is the request purely content entry or modification? | YES | → Content (Category 3) |
| Does the function exist, with the change ≤ 4 hours? | YES | → Minor enhancement (Category 4) |
| Is the function non-existent, or the change > 4 hours? | YES | → New feature (Category 5) |
Transparency: the classification and time estimate are entered in the tracking system before execution begins, and are immediately visible to the First Party.
On disagreement: if the First Party objects to a task's classification, execution is suspended, the parties discuss the classification, and the agreement is documented in writing before work resumes. No paid work is executed without prior written approval.
Boundary case: if, during execution, a task classified as a minor enhancement turns out to exceed 4 hours, the Provider stops work immediately and notifies the First Party before the fourth hour is exceeded; no additional time is counted without approval.
Content Entry — Definition & Charging
4.1Definition
Content entry is the entry of ready material supplied by the First Party into the website's system, using the existing templates and layouts.
4.2Units of Measure & Time Estimates
| Unit | What it includes | Time estimate |
|---|---|---|
| Training course | Creating the course, sections, linking, price, image, description | 1–2 hours |
| Single lesson | Title, content, video or attachment | 5–15 min |
| Quiz / assessment | Entering the questions with answers and grades | 30–60 min |
| Standard page | Within an existing template | 45–60 min |
| Article / blog post | Text, images, categories, tags, SEO data | 15–30 min |
| Workshop / event | Event details, timing, price, registration | 10–30 min |
| Image | Upload, compression & optimization, alt text | 5 min |
| Ready translation entry | Entering translated text supplied by the First Party (per page) | 20–30 min |
Note: estimates are indicative. The actual time is what is counted, recorded per task in the tracking system.
4.3Charging Mechanism
- Within the 40 monthly hours: no additional fees whatsoever.
- Beyond the 40 hours: content entry is charged at $5 per hour only (versus $20 per hour for development work), subject to prior written approval per Clause 5.5.
4.4What Content Entry Does Not Include — Exclusions
The following works are not content entry and are quoted separately:
- Writing, editing, or drafting content (copywriting)
- Professional translation or linguistic review (only the entry is covered)
- Graphic design, or video production and editing
- Photography, or purchasing images from paid libraries
- Transcription or script preparation
- Building interactive H5P content from scratch (upload and linking are covered)
4.5Content Delivery Terms
To ensure accurate, fast entry, the First Party supplies content in an editable format (Word / Google Docs / Excel) — not as images or scanned PDF files — with images at a quality suitable for publishing. Content received in a non-editable format requires extra transcription time, counted within the hours.
Working Hours, Tracking & Approval Mechanism
5.1Agreed Hours
| Service | Hours |
|---|---|
| Technical support & bug fixes | 10 hours / week |
| Data entry & updates | Within the ten hours |
| Monthly total | 40 hours |
| Above 40 hours — Overtime: Development | $20 / hour |
| Above 40 hours — Overtime: Content entry | $5 / hour |
5.2The Approved Tracking System
A dedicated tracking system has been implemented and is ready for use now at tasks.captainmama.org. The system provides:
- Tiered permissions: system administrator, project manager (First Party), developer
- A time log per task: estimated hours versus actual hours
- Mandatory classification: every task carries its category per Article 3 and its priority level per Article 6
- A full activity log for every change in a task's status
- Comments and attachments to document communication inside the task itself
- CSV / Excel export of the hours statement at any time
- An indicators dashboard with consumed and remaining hours for the current month
Login credentials are delivered via a separate secure channel and are not included in this document.
5.3Data Recorded per Task
| Field | Description |
|---|---|
| Task number | A unique identifier for tracking and reference |
| Title & description | What is required |
| Category | Bug fix / maintenance / content / enhancement / new feature |
| Priority | Level 1 to 4, per Article 6 |
| Estimated hours | Recorded before execution begins |
| Actual hours | Recorded at closure |
| Status | New / in progress / awaiting client / awaiting approval / closed |
| Assignee | The executor from the Provider's team |
| Open & close dates | For measuring compliance with the service levels |
5.4Approval Cycle
- The First Party opens the task in the system (or the Provider opens it upon spotting an issue).
- The Provider sets the category and time estimate within the agreed response times.
- The work is executed, actual hours are recorded, and the task moves to "Awaiting approval."
- The First Party's project manager reviews, then approves — or returns the task with comments, if any.
- If no response is received within 5 business days, the task is deemed approved for the purpose of counting hours, while the First Party retains the right to reopen it if the resolution later proves incomplete.
5.5Additional-Hours Controls
- The Provider notifies the First Party in writing when consumption reaches 75% and again at 90% of the monthly hours.
- The 40 hours may not be exceeded without prior written approval from the First Party specifying the number of approved additional hours.
- Approved additional hours are added as a separate, documented line item in the following month's invoice.
5.6Hours Rollover
Unused hours do not roll over to the following month, since the contract's value includes response readiness, proactive follow-up, and continuous monitoring regardless of the volume of incoming requests.
5.7Monthly Hours Statement
A detailed hours statement accompanies the monthly report (template in Annex B), showing: total hours consumed; their distribution across the five categories; the list of closed tasks with their hours; open tasks; and remaining or additional hours.
Service-Level Agreement (SLA)
Issues and requests are classified according to the following priority levels:
Time-Calculation Controls
- Response and resolution times are counted within the working hours defined in Article 7 — except Level 1 (Critical), which is counted around the clock, seven days a week.
- The clock pauses (Clock Pause) in the following cases and resumes once the cause is removed: awaiting information, content, or a decision from the First Party; an outage at an external service provider (hosting, payment gateway, CDN, translation service); or awaiting written approval of a quotation.
- Resolution time means restoring the service to operation; it may include a temporary workaround, followed by a root fix within the appropriate level.
Working Hours & Availability
Contact Channels
| Tracking system (official channel for tasks) | tasks.captainmama.org |
| Email (official channel for correspondence) | swidan@wentium.uk |
| +20 101 537 9243 | |
| Phone call (critical cases) | +20 101 537 9243 |
Cost & Payment
8.1Payment Method
International bank transfer to the Provider's account.
8.2Invoicing Terms
- The invoice is issued at the beginning of each calendar month and falls due within 5 days of its issue date.
- Billing starts from the effective date determined under Article 2; the first invoice is calculated pro-rata if that date falls mid-month.
- Approved additional hours are listed as a separate, documented item in the following month's invoice.
- Third-party fees (hosting, domain, licenses, and Bunny.net) are borne directly by the First Party and are not part of the monthly cost.
Backup & Data Recovery
9.1Backup Policy
| Backup frequency | A full automated daily backup (files + database) |
| Retention period | 30 days, rolling |
| Pre-update backup | An additional backup before any major update or substantial modification |
9.2Recovery Covered by the Contract
Recovery is executed within the service levels in the following cases:
- A failure in the server, hosting, or database
- A failure or conflict resulting from an update executed by the Provider
- Data corruption resulting from a software defect in the system or plugins
- A security incident causing an infection or a breach / bots
9.3Recovery Charged at Additional Fees
| Deletion or modification of data by the First Party or one of its staff | First case in the contract year: covered; thereafter $20 / hour |
| Deletion or modification caused by a third party, or unapproved modifications | $20 / hour (minimum two hours) |
| Recovering data older than 30 days (requires archival extraction) | $20 / hour (minimum four hours) |
9.4Important Controls
Prompt reporting: the First Party undertakes to report any data loss within 24 hours of discovering it. The chances of successful recovery decline the longer reporting is delayed — especially while sales and registrations continue on the platform.
Prior cost notice: in any case that entails fees, the Provider estimates the hours and obtains written approval before starting recovery — except in critical cases requiring immediate intervention to stop damage, in which case the First Party is notified as soon as the situation stabilizes.
Recovery limits: a full restore returns the site to a previous point in time. If new orders or registrations occurred after that point, recovery is limited to a selective restoration of the damaged data, to preserve ongoing transactions.
Provider's Main Obligations
- Provide technical support per the agreed hours and within the defined response times
- Fix all bugs and technical problems quickly and professionally
- Update all software, plugins, and security releases regularly, after testing them
- Enter new course and workshop data correctly and promptly
- Monitor site performance and backups regularly
- Track the servers, visitor traffic, and resource consumption
- Record all tasks — with their classification and hours — in the tracking system before execution
- Notify the First Party upon reaching 75% and 90% of the monthly hours
- Execute no paid work without prior written approval
- Deliver a comprehensive monthly report accompanied by the detailed hours statement
- Preserve the confidentiality of user data and sensitive information
- Comply with all applicable laws and regulations
Client's Obligations
- Never modify core files or plugins
- Avoid installing unknown or untrusted plugins
- Report any problems or errors immediately via the tracking system
- Keep passwords secure, never share them, and enable two-factor authentication (2FA)
- Pay the maintenance fees on the agreed schedule
- Appoint a single authorized point of contact for official approvals
- Respond to approval and classification requests within 5 business days
- Supply content in an editable format per Clause 4.5
- Execute the Category C items listed in Annex A
- Renew and pay third-party subscriptions and licenses (hosting, domain, WPML, PMPro)
Services Excluded from the Contract
- Development of major new features and enhancements (delivered as separate projects with quotations)
- Specialized programming work and complete new developments
- Integration with external systems or partner platforms (API integrations)
- Hosting, domain, licensing, and other third-party service fees
- Domain-registrar procedures: domain transfer, extraction of the authorization (EPP) code, disputes with the registrar, and renewal fees
- Recovery of data mistakenly deleted by the Client (per the details of Article 9)
- Technical support for problems caused by unapproved modifications (made by a third party)
- Outages or degradation of third-party providers' services (hosting, the MyFatoorah payment gateway, Bunny.net)
- Content writing, professional translation, graphic design, and video production
- Marketing campaigns and search-engine optimization (SEO) beyond the core technical settings
- Legal consultations or regulatory-compliance consultations
Contract Duration & Renewal
- Start of the term: the contract term begins on the effective date determined under Article 2 — not on the signing date.
- Base term: determined by the Client's choice (monthly or annual).
- Automatic renewal: the contract does not renew automatically; a new contract is signed annually.
- Termination: either party may terminate by written notice 30 days ahead of the intended termination.
- Upon termination: within 15 days the Provider delivers a complete backup, documentation of any custom work, and a status report of open tasks; dues are settled up to the termination date.
Warranties & Limitations
- The Provider warrants that the work is performed with high competence and professionalism
- The Provider does not warrant that the site is free of every possible error
- The Provider warrants a rapid response to problems, per the defined priority levels
- The Provider does not warrant the availability of third-party services (hosting, payment gateway, CDN, licensed plugins); its responsibility is limited to escalating to the relevant provider and following up until resolution
- Force majeure: neither party is liable for delay caused by circumstances beyond its reasonable control
Data & Privacy
The Provider undertakes to:
- Preserve the confidentiality of all data and information
- Never share the Client's data with any external party
- Comply with data-protection and privacy requirements
- Perform regular, secure backups
- Never include login credentials or sensitive information in any shared or unsecured document — exchanging them exclusively via secure channels
- Notify the First Party within 24 hours upon discovering any security incident affecting its data
General Terms & Conditions
- This contract is governed by Saudi law and is subject to Saudi jurisdiction
- Any amendment to the contract's terms must be made with the written approval of both parties
- In the event of non-compliance with any of the contract's terms, the aggrieved party may seek compensation or terminate the contract
- Annexes A, B, and C form an integral part of this contract and are read with it
- This version (3.0) supersedes all previous versions and documents
- All intellectual property rights remain the property of the Client
Signatures & Approvals
Classified Pre-Acceptance Defect List
Source: audit report — 28 June 2026 | Total: 20 items (7 critical · 9 high · 4 medium)
Category A — Technical Fixes Within the Delivery Scope · 14 ITEMS · NO CHARGE
| Ref. | Severity | Item | Action taken |
|---|---|---|---|
| CM-01 | CRITICAL | Outdated seasonal banner referring to February workshops | Wording changed to a general message, customizable as needed (the normal practice each period). |
| CM-04 | CRITICAL | Duplicate course names (Postpartum / Newborn Care) | Status of the duplicate entries changed; retained in the dashboard as draft copies. |
| CM-05 | CRITICAL | "Our Impact" counters show +0 / +0,000 | The counters do show real figures but start counting from zero; the measuring tool likely captured only the initial value. |
| CM-07 | HIGH | Footer copyright refers to 2025 | Updated to 2026 and made automatic. |
| CM-08 | HIGH | Cookie banner appears in English on Arabic pages | Cookie setup completed and the texts translated. |
| CM-09 | HIGH | "Or login with" untranslated in the login window | Text translated; a single verification method set. |
| CM-10 | HIGH | Arabic menu links point to English pages | Links corrected. |
| CM-11 | HIGH | Repetition of the "Start Learning Now" heading | The phrase appears only twice and is the current CTA. |
| CM-12 | HIGH | Arabic CTA link points to an incorrect path | Verified; the button paths are correct. |
| CM-13 | HIGH | No contact form on the contact page | A contact form does in fact exist on the contact page. |
| CM-14 | MEDIUM | "Learn more" link in the cookie banner points to # | Linked to the privacy-policy page. |
| CM-15 | MEDIUM | Key images missing alt text | Descriptive alt texts added for all images. |
| CM-16 | MEDIUM | Outdated versions of plugins | Comprehensive update of all the site's technologies and plugins. |
| CM-17 | MEDIUM | Unlabeled numbers on course cards | Could not be identified. |
Category B — Requires Client Content or a Decision · 3 ITEMS · NO CHARGE
| Ref. | Severity | Item | Required from the First Party |
|---|---|---|---|
| CM-02 | CRITICAL | Events section completely stalled (last event 30 October 2025) | Provide the data of the upcoming events / workshops, or a decision to hide the section temporarily. |
| CM-03 | CRITICAL | Only 3 of 12 courses open for enrollment; 9 marked "coming soon" | A decision on publishing the ready courses and hiding — or grouping — the unready ones. |
| CM-19 | HIGH | Determining who bears fixes after the previous support period ended | Settled under Article 2 of this document. |
Category C — Requires Account-Owner Action · 3 ITEMS · OUTSIDE CONTRACT SCOPE
| Ref. | Severity | Item | Required action |
|---|---|---|---|
| CM-18 | CRITICAL | Domain transfer incomplete; the EPP code was not received; and the renewal date at the previous registrar has passed | Contact the registrar immediately to confirm the domain's status and obtain the authorization code. |
| CM-20 | CRITICAL | The previous handover document contains live login credentials and full payment-card numbers | Rotate all passwords and enable 2FA. As for the card — its full data is not present, only the last digits. |
| CM-06 | HIGH | Three different domain spellings in use across the contact data | Confirm the actually-owned domain and unify the contact email on it. |
Monthly Hours Statement — Template
MONTH: ____________ | CONTRACT: CM-MNT-2026-004
1Consumption Summary
| Available hours | 40:00 |
| Hours consumed | 00:00 |
| Hours remaining | 00:00 |
| Approved additional hours (if any) | 00:00 |
2Distribution Across Categories
| Category | Tasks | Hours | Share |
|---|---|---|---|
| 1 · Bug fixes | __ | 00:00 | __% |
| 2 · Maintenance | __ | 00:00 | __% |
| 3 · Content | __ | 00:00 | __% |
| 4 · Minor enhancements | __ | 00:00 | __% |
| 5 · New features (separate) | __ | 00:00 | — |
3Closed-Tasks Detail
| Task no. | Title | Category | Priority | Hours | Closed on | Approval |
|---|---|---|---|---|---|---|
4Open & Pending Tasks
| Task no. | Title | Status | Reason on hold | Assignee |
|---|---|---|---|---|
5SLA Compliance Indicators
| Level | Requests | Avg. response | Avg. resolution | Compliance rate |
|---|---|---|---|---|
Acceptance Certificate
CONTRACT: CM-MNT-2026-004 | PROJECT: CAPTAIN MAMA WEBSITE
The First Party (Captain Mama) hereby acknowledges the following:
- The Delivery Completion Notice was received on: ____ / ____ / 2026
- The closure of the Category A items listed in Annex A — fourteen (14) items — has been reviewed.
- Category B items: ☐ Completed ☐ Deferred by mutual agreement, to be executed within the monthly support hours
- Category C items: ☐ Completed ☐ In progress with the First Party (acknowledging the content of Clause 2.4)
- Acceptance date: ____ / ____ / 2026
- Contract effective date: ____ / ____ / 2026
- End date of the first term: ____ / ____ / 2027