Website Support Plan Terms & Conditions

Effective Date: 1/14/2026
These Website Support Plan Terms & Conditions (“Terms”) apply to all website support plan subscriptions provided by Searles Graphics, Inc. (“Searles Graphics,” “we,” “us”) to the subscribing customer (“Client,” “you”).

By subscribing to a Website Support Plan, submitting payment, or requesting work under an active plan, Client agrees to these Terms.

1) Plans Covered

These Terms apply to all Searles Graphics Website Support Plans, including:

  • Website Care Plan
  • Growth Support Plan
  • Enterprise Support Plan
  • Any custom website support subscription offered by Searles Graphics

Plan inclusions vary by tier and are described on our Website Support Plans page at the time of enrollment.

2) Scope of Website Support Plans

Website Support Plans are designed to keep Client’s website:

  • stable and functioning properly
  • secure and maintained over time
  • updated with small edits as needed
  • monitored proactively for common issues

Support Plans are not intended to replace:

  • full website redesign projects
  • large content or copywriting projects
  • marketing retainers or campaign execution plans
  • custom development or software engineering engagements

Unless specifically included in writing, these services are considered out of scope.

3) Unlimited Website Edits (Included)

“Unlimited Website Edits” are small updates to existing content and existing pages, such as:

  • Text changes
  • Image updates
  • Link updates
  • Replacing PDFs/menus
  • Minor formatting/layout adjustments on existing pages
  • Posting client-provided content (example: blog posts)

Unlimited Website Edits do NOT include:

  • New pages or landing pages
  • Redesigns or page rebuilds
  • Copywriting, SEO, ads, or marketing services
  • Custom development or new functionality
  • Fixing issues caused by Client/third-party site changes
  • Data entry or product updates on ecommerce sites

Searles Graphics may determine, in good faith, whether a request qualifies as an Unlimited Website Edit or should be treated as out-of-scope work.

4) Hosting & Performance Services (When Applicable)

Some plans include website hosting and performance-related services such as:

  • WordPress Hosting
  • Hosting Performance Package
  • Daily Backups
  • Edge Caching
  • Website Uptime Monitoring

These services apply when the website is hosted with Searles Graphics or our selected hosting partners. If the site is hosted elsewhere, certain items may not apply.

Searles Graphics is not responsible for outages or hosting-level issues caused by third-party hosting providers outside of our control.

5) WordPress Core & Plugin Updates (Included)

Support Plans include routine maintenance such as:

  • WordPress core updates
  • Plugin updates
  • Routine monitoring

Searles Graphics will make reasonable efforts to complete updates safely and reduce risk. However, due to the nature of third-party plugins/themes, updates may occasionally create conflicts or unexpected issues.

6) Fixes for Issues Caused by Routine Maintenance / Updates (Included)

If routine maintenance performed by Searles Graphics results in an issue (example: plugin conflict caused by an update we applied), we will take reasonable steps to correct the issue as part of the plan.

This does not include issues caused by:

  • Client edits
  • Third-party vendor edits
  • Third-party service outages
  • Unlicensed, outdated, unsupported, or discontinued plugins/themes

7) Website Health Checks (Included by Plan Tier)

Website Care Plan

Includes a Quarterly Website Health Check, which may include:

  • Basic form checks
  • Uptime review
  • Review for obvious layout issues

Growth Support Plan

Includes Monthly Site Health Checks, which may include:

  • Basic form checks
  • Uptime review
  • Review for obvious layout issues

Health checks are intended as a proactive support measure and are not a full security audit, penetration test, ADA/Accessibility audit, or SEO audit unless separately agreed in writing.

8) Annual Template Refresh (Included in Website Care Plan and Above)

Some plans include an Annual Template Refresh, intended as a limited, efficiency-based design refresh that can be applied consistently across key pages.

A Template Refresh may include:

  • Updating one reusable design element (example: header styling, hero styling, button styling, typography styling)
  • Applying the updated component across key pages where it can be efficiently reused

A Template Refresh does not include:

  • A full website redesign
  • Rebuilding multiple pages with unique new layouts
  • New page creation
  • Copywriting, SEO, ads, or marketing deliverables
  • Custom development or new functionality

Timing / Scheduling

The Annual Template Refresh is a once-per-year benefit and is typically scheduled toward the end of the Client’s annual service period, based on production availability and workload.

Clients should not expect the Template Refresh to be completed immediately upon subscription or early in the service period.

Early Refresh Option (Paid Upgrade)

If the Client would like to complete the Template Refresh earlier than the normal schedule, it may be completed as additional work billed at our standard hourly rate (or quoted as a fixed project when appropriate).

The Annual Template Refresh does not carry cash value and is not refundable if unused.

9) Monthly Website Improvement (Growth Support Plan and Above)

Plans that include a Monthly Website Improvement include one (1) improvement per month.

Examples may include:

  • new landing page
  • conversion-focused improvements
  • contact/lead-flow improvements

Monthly improvements are intended to be reasonable, planned updates based on the plan’s scope. Each improvement typically includes:

  • initial implementation
  • one round of minor revisions

Additional revisions, expanded requests, or larger changes may be billed as out-of-scope work or may require an upgrade.

10) Enterprise Support Plan (Custom Scope)

Enterprise Support Plans are customized based on Client needs and may include:

  • custom improvement cadence
  • priority scheduling
  • advanced monitoring and reporting
  • dedicated support structure

Enterprise scope, deliverables, and response expectations may be documented separately in writing.

11) Support Request Process

Support requests should be submitted through the designated support channel (email, ticket system, or other method provided by Searles Graphics).

To keep work efficient, Client agrees to:

  • provide requested assets/content in a timely manner
  • respond to questions or approvals needed to complete work

Delays in Client responses may delay request completion.

12) Priority Turnaround

Plans that include Priority Turnaround receive scheduling priority over non-priority support plans.

Priority Turnaround does not guarantee:

  • same-day completion
  • immediate response at all times
  • after-hours availability

All turnaround times depend on request volume, complexity, and Client responsiveness.

13) Third-Party Tools, Plugins, Licenses, and Services

Client websites may rely on third-party tools (plugins, themes, CRMs, form tools, booking tools, analytics, ecommerce plugins, etc.).

Searles Graphics is not responsible for:

  • outages, bugs, or platform changes caused by third-party providers
  • third-party licensing costs unless explicitly included in the plan
  • issues caused by discontinued or unsupported third-party software

Troubleshooting third-party issues may require out-of-scope work.

14) Client-Caused Changes / Third-Party Breakage

If the Client (or a third party engaged by Client) makes changes that break the website, cause errors, or disrupt layout/functionality, repairs may be considered out-of-scope and billed at the standard hourly rate.

15) Out of Scope Work & Hourly Rate

Work outside the scope of the selected plan is billed at $150/hour, billed in 30-minute increments (30-minute minimum).

For larger or project-sized work, Searles Graphics may recommend a fixed-price quote instead of hourly billing.

16) Billing Terms & Auto-Pay

Website Support Plans are billed in advance on a recurring basis (monthly or annually).

Clients are required to authorize recurring automatic payments through ACH and/or other accepted payment methods as determined by Searles Graphics.

If payment fails or becomes past due, support services may be paused until the account is brought current.

17) Cancellation Policy

Unless otherwise agreed in writing:

  • Support Plans require 30 days written notice to cancel
  • No partial refunds are provided for unused time within a billing period
  • Plan inclusions do not roll over after cancellation

18) Transition From Prior Agreements (Supersedes Old Website Support Agreements)

Some Clients may have prior website support agreements, maintenance plans, or hour-based retainers with Searles Graphics.

When Client enrolls in a Website Support Plan under these Terms, the selected Support Plan and these Terms supersede and replace any prior website support or maintenance agreement for the Client, unless otherwise agreed in writing.

Unused Hours / Carryover

Any unused hours, hour banks, or carryover time from previous agreements do not carry forward unless a written transition agreement is provided by Searles Graphics.

19) Limitation of Liability

Searles Graphics is not liable for indirect or consequential damages, including lost profits or business interruption.

Our maximum liability for any claim related to Support Plan services is limited to the amount paid by Client for the plan during the thirty (30) days prior to the event giving rise to the claim.

20) Updates to These Terms

We may update these Terms from time to time. The most current version will always be available on our website.

Updated Terms apply beginning on the next billing cycle after posting unless otherwise required by law.

21) Contact Information

Searles Graphics, Inc.
56 Old Dock Rd.
Yaphank, NY 11980
(631) 345-2202