Website Maintenance Agreement for Clients 

All support issues or support-related questions should be directed to your account manager. If you do not know who your account manager is, please email [email protected].

Please note that we are a digital marketing agency, not a 24/7 on-call I.T. firm. Support requests will be serviced during working hours. If you require service off-hours, please see the SLA Emergency Off-Hours Rate in your plan below.

Website Maintenance Plan Clients:

If you already have a monthly website maintenance agreement in place, and need assistance, please call or email your account manager to discuss your support request. If you don’t know your account manager, email [email protected].

Benefits of a monthly website maintenance plan include:

  • Client support requests will immediately enter the response queue and will be entered into the production schedule as soon as possible
  • Monthly Maintenance Clients receive priority over Non-Monthly Maintenance clients
  • Clients receive regular maintenance on their website

 

Clients Not on Monthly Maintenance Plan:

When you contact your account manager, your support request will be placed in our assessment queue. If you don’t know your account manager, you may contact [email protected].

Process for clients not on a monthly maintenance plan:

Upon contacting us, there will be a $175 assessment fee to trouble shoot the issue and provide an estimate to solve the issue.

 

  1. Support requests will enter our response queue after priority clients on a monthly maintenance plan.
  2. If your support request can be solved during the first hour of trouble shooting, the resolution will be included in the assessment fee.
  3. If the issue cannot be solved in the first hour, the support task will be billed at our prevailing hourly rate of $175/hr
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