Priority Support

A Priority Support agreement gives Clients an agreed upon number of hours per month, which provides more even billing and management of expectations.

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Terms

Labor (Tech Support and Content Updates)

• Support request must be sent to [email protected].
• Priority Support promises response, testing and acknowledgement within a 24 hour timeframe of the request. 
• Emergencies will be dealt with ASAP.

Security and Backups

• Site software and hosting platform will be regularly updated. Major version or platform updates may require additional time.
• A backup solution will be implemented, leveraging an offsite provider for increased durability.  Full, unencrypted backups can be provided on demand but incurs labor cost.

Site MonitoriNG AND REPORTING

• We will implement a monitoring solution in and provide transparency regarding the site's uptime.
• In the case of extended downtime, and incident report will be delivered to the client.
• We will deploy weekly and monthly analytics reports.

Billing

• Hosting is not included.
• Priority Support logged in 30 minute increments, versus 60 minutes for standard billable time, and do not roll over.
• In the case that support hours would exceed the client's chosen plan, client will be notified in advance.
• Invoices will be sent up front with Net 15 terms.
• Agreement is month-to-month.

No Warranty

The support provided is offered “as is” and without any warranties of any kind. We do not guarantee that the support will be uninterrupted, timely, secure, or error-free. We disclaim all warranties, express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement. You use the support services at your own risk.