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.
- Support requests will enter our response queue after priority clients on a monthly maintenance plan.
- If your support request can be solved during the first hour of trouble shooting, the resolution will be included in the assessment fee.
- If the issue cannot be solved in the first hour, the support task will be billed at our prevailing hourly rate of $175/hr
Basic
Essential- Uptime Monitoring: Every 1 Hr.
- Core Updates: 2X / Month
- Plugin Updates: 2X / Monthly
- Security Patches: As Needed
- Backups: Daily
- Security Response Time: < 24 hrs
- SLA Response: 48 hrs
- SLA Monthly Reporting
- SLA Emergency Off-Hours Rate: $250/hr
- Sql & PHP Updates: Add’t Cost Apply
- DB Optimization: As Needed
- Offsite Backup: Yes
- SLA Retainer: no
- Auto-Engage: no
- Holistic: no
- DDoS Mitigation Layers: Limited
- Website Hack Guarantee no
- Blacklist Monitoring/Removal: no
- SLA Emergency: no
Plus
Maintenance + Retainer- Uptime Monitoring: Every 1 Hr.
- Core Updates: 2X / Month
- Plugin Updates: 2X / Monthly
- Security Patches: As Needed
- Backups: Daily
- Security Response Time: < 24 hrs
- SLA Response: 48 hrs
- SLA Monthly Reporting
- SLA Emergency Off-Hours Rate: $250/hr
- Sql & PHP Updates: Addt’l Costs Apply
- DB Optimization: As Needed
- Offsite Backup: Yes
- SLA Retainer: 1 Hour
- Auto-Engage: 2 hrs
- Holistic: no
- DDoS Mitigation Layers: Limited
- Website Hack Guarantee no
- Blacklist Monitoring/Removal: no
- SLA Emergency: no
Pro
Business-Critical- Uptime Monitoring: 10 Min.
- Core Updates: 2X / Month
- Plugin Updates: 2X / Month
- Security Patches: As Needed
- Backups: Live/Real-Time
- Security Response Time: < 12 hrs
- SLA Response: Same Day
- SLA Monthly Reporting
- SLA Emergency Off-Hours Rate: $175/hr
- Sql & PHP Updates: Addt’l Costs Apply
- DB Optimization: As Needed
- Offsite Backup: Yes
- SLA Retainer: 2 hr.
- Auto-Engage: 1 hr
- Holistic: yes
- DDoS Mitigation Layers: 7
- Website Hack Guarantee: Limited
- Blacklist Monitoring/Removal: Every 24 hrs.
- SLA Emergency: Business hrs
