PROPER WEBOPS

Company Details (Impressum) & Fair Use Policy

Effective Date: August 27, 2026 | Last Updated: August 2026

Part 1: Legal Company Details (Impressum)

In compliance with international B2B transparency standards and European Union legal requirements (including § 5 TMG / e-Commerce Directive obligations), the official commercial and legal details for Proper WebOps are set forth below:

Company Name / Legal Entity: Zora Djuric Property Marketing d.o.o.

Trading Name: Proper WebOps

Registered Office Address: Strazilovska 4A, 21000 Novi Sad, Serbia

Commercial Registry & Tax Identification:

  • Tax Identification Number (PIB / VAT ID): 112370751

  • Company Registration Number (MB / Reg No): 21660035

Authorized Management / Legal Representatives:

  • Dragan Kajtaz, Co-Founder & Web Operations Specialist

  • Nemanja Jakovljevic, Co-Founder

Primary Contact Information:

  • General Inquiries: contact@properwebops.com

  • Technical Support: support@properwebops.com

  • Legal & Privacy: legal@properwebops.com

  • Official Website: properwebops.com

Part 2: Service Level Agreement (SLA) & Fair Use Policy

This Fair Use Policy governs the operational delivery, queue management, and support hour allocation across all active Proper WebOps maintenance plans (Starter – 5h, Pro – 10h, Agency – 20h).

1. Emergency vs. Standard Requests

To maintain server stability and rapid response capabilities across all managed environments, client requests are processed based on technical urgency:

  • Emergency Incidents (P1 – High Priority): Critical infrastructure failures, complete site outages, active malware breaches, or core checkout/form blockages are flagged as critical emergencies. Emergency response workflows are initiated immediately 24/7/365 under our continuous monitoring commitment.

  • Standard Operational Tasks (P2 / P3 – Normal Priority): Content updates, minor layout adjustments, non-critical plugin configurations, performance tweaks, and technical consultations are categorized as standard tasks. Standard requests are scheduled and processed within 24 to 48 business hours (Monday through Friday).

2. Support Hour Allocation & Non-Rollover Terms

  • Billing Cycle Reset: Allocated maintenance and operational support hours (e.g., 5, 10, or 20 hours per billing cycle) activate on the first day of your monthly billing period and expire on the final day of that cycle.

  • No Rollover: Unused support hours do not roll over, accumulate, or transfer to subsequent billing months. Dedicated engineering time and monitoring resources are allocated exclusively for each active period.

3. Scope Limits & Out-of-Scope Projects

  • Scope Boundaries: Plan hours are intended for routine platform maintenance, performance tuning, minor troubleshooting, updates, and ongoing WebOps optimizations.

  • Project Estimates: Complex custom software development, full website rebuilds, major architectural migrations, or third-party API integrations that exceed allocated plan hours fall outside standard retainer scope. For out-of-scope work, Proper WebOps will provide a formal task estimate and project quote prior to commencing development.

4. System Misuse & Access Integrity

Proper WebOps reserves the right to deprioritize or pause non-essential tasks if a client environment exhibits intentional code tampering, unauthorized third-party administrative interventions, or repetitive actions that jeopardize server stability and bypass our Staging-First deployment protocols.

Contact & Operational Inquiries

For questions regarding task scheduling, hourly balance tracking, or custom scope estimates:

Proper WebOps Operations Team

Website: properwebops.com

Email: support@properwebops.com / contact@properwebops.com