Website Support Plan Terms and Conditions

1. Support Time Allotment

Each support plan includes a pre-defined number of support hours per month. Support hours are used for tasks such as:

• • Client-initiated changes.

• • Proactive updates (e.g., accessibility, SEO optimizations).

• • Issue resolution (non-critical).

2. Unused Support Time

Support hours do not roll over to the next month if unused. Clients are encouraged to submit requests early in the month to maximize the value of their plan.

3. Handling of Extra Time

Time Overages: If support requests exceed the monthly allotment:

• • Additional time is billed at standard rates.

• • Client approval is required before exceeding the monthly hours.

    •  

Deferred Tasks: Low-priority tasks may be deferred to the following month if time is exhausted and overages are not approved.

•  

4. Scope of Support

• • Support hours cover website-related tasks within the scope of the plan, such as:

• • Content updates.

• • Minor design or functionality changes.

• • Plugin/theme updates and testing.

• • Major redesigns or new feature implementations are billed separately at the standard hourly rate or as a custom project.

5. Proactive Work

• • Proactive updates (e.g., accessibility scans, SEO audits) are conducted only after client requests have been addressed and time remains in the monthly allotment.

• • Deferred proactive tasks may be prioritized in the following month if no urgent client requests arise.

6. Payment Terms

Plans are billed monthly or annually:

• • Monthly Billing: Payments are due on the 1st of each month.

• • Annual Billing: Payment is due in full at the start of the term.

Late payments may result in the suspension of services until the account is current.

7. Cancellations and Refunds

• • Support plans can be canceled at any time with 30 days’ written notice.

• • Refunds for unused time are not provided, except in cases of pre-paid annual plans, where a prorated refund may apply.

8. Communication and Response Time

All support requests should be submitted via [Zendesk/Email/Support Portal]. Standard response time for support requests is 2 business days. Complex tasks may require additional time and will be communicated upon request submission.

9. Liability Limitations

While proactive steps are taken to ensure website stability, the provider is not liable for:

• • Downtime caused by third-party services or hosting issues.

• • Client-initiated changes resulting in errors or security issues.