1. What support may include
- Software and plugin updates and security checks.
- Backups and uptime monitoring where included.
- Bug fixes for defects in the maintained product.
- Content and minor design changes up to the agreed allowance.
- Advice and small improvements as agreed.
2. What is not included
- New features or redesigns, which are quoted as projects.
- Issues caused by third-party services, hosting providers or changes you made without us.
- Content creation, marketing, advertising or SEO results unless explicitly included.
- Support for systems we have not reviewed and accepted into a plan.
3. Requesting support
Send requests through the support channel named in your plan, including clear details and screenshots where possible. We prioritise requests by severity and the response targets in your plan.
4. Response and availability
Response targets are goals, not guarantees of resolution time. We do not guarantee uninterrupted availability, since hosting and third-party services are outside our control.
5. Access and security
You will give us the access needed to provide support and keep credentials secure. We will use access only for the agreed work.
6. Fees and term
Plans are billed in advance for each period and renew until either party gives notice as stated in the plan. Fees for a started period are non-refundable.
7. Changes by us
If technology or provider changes require updates to your plan, we will tell you in advance.