Website Maintenance and Support Contracts in Yorkshire

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1 Website Maintenance and Support Contract Thank you for choosing WSI Yorkshire for your Website Support and Maintenance. So that we start off on the right foot we are giving you some information on what you can expect from us. In this document we will detail the following areas: What have I bought? What happens next? What are the Service Levels Agreed? Who do I contact? What happens if I am not happy or if I want to cancel? What have I bought? You have essentially bought a number of hours that our technicians can use on your behalf in the maintenance and support of your website. The hours of work purchased have been offered at a discounted rate, because you are bulk buying our time for expected work to be carried out on your website. Maintenance runs from the date stated in the invoice for one year unless otherwise stated or agreed. If you fail to use the hours allocated, these may not be carried forward except by prior agreement. The principle of Maintenance is a sort of insurance (use it or lose it) to ensure that you have adequate support if the website requires emergency work, or planned upgrades, patches, bug fixes, remedial work, hack rectification or simple updating. Please note that this is not related to the support and maintenance of website hosting, website hosting is a different managed service governing the availability of your website online from hosted managed servers. Working Hours Our working hours are 9am to 5pm Monday to Friday (except Public Holidays in England) If you require support for hosting or for ongoing maintenance outside of these hours please discuss this separately. If your website requires 24 hour availability it may require an enhanced server configuration and extended support hours. This agreement specifically excludes out of hours support unless otherwise agreed. Accounting For Time We will account for time spent on your account using online software, you will be notified of these details at the start. We will maintain a balance of hours bought against hours worked / used. You may go overdrawn by up to 3 months (ie we will do work ahead of your payment schedule in the first 9 months, as long as your account is up to date. You may from time to time top up your balance with us or increase your plan. Emergency Work We will perform emergency work on your website as required during normal working hours unless otherwise agreed, subject to our capacity and availability of programmers. steve@wsiyorkshire.co.uk Tel Page 1 of 5

2 Planned upgrades and Simple Updates We will from time to time perform tasks at your requests on your website, including changes to the programming, content and CMS as requested by you or as agreed with you. Patches Remedial Work and Bug Fixes If your website was built by us we offer a 3 month warranty period to fix bugs. We strongly recommend that you take the cover of this support agreement, If you notice issues after the warranty period we can only fix issues on either a billable basis (time and materials) or under a support agreement. We will make such fixes as notified by you or as identified by us to correct the issue. If the issue is of such a nature that the remedial work is beyond the scope (purchased hours) we will notify you to discuss an economic solution. We may from time to time use time in this agreement to run software checks, planned maintenance or security updates and patches. This is the normal part of a support contract to keep your website operational and as far as we can, free from hack attacks. Hack Rectification Hacking is an unfortunate part of life on the internet. Governments, defence organisations, banks and blue chip companies have all been subject to hacks of varying degrees. If we notice a hacking incident we will act as soon as we can to rectify this situation. This may involve fixing the issue or reverting to the last back up. If you notice or suspect a hack, please contact us by phone immediately; if out of normal office hours please leave a message with our answering service. If you have extended hours support you will have been notified of an alternative escalation route. If the remedial work is beyond the scope (purchased hours) we will notify you to discuss an economic solution. At all times we will be working for the best resolution to nay issues for you. Work specifically not covered by this support contract For clarification unless otherwise agreed this contract does not cover: Redesign of the website, navigation system. Changes to pages in languages other than UK English will be charged separately. The function of the site is not specifically covered by this contract. The function of the site is deemed to be working at the time of launch after the testing and warranty period. However, where possible WSI will endeavour to make minor fixes where they can do so at no loss to WSI. Support or responses relating to bulletin boards, blogs, chat rooms and the like. Internet Marketing or Search Engine Optimisation E mail Marketing Social Media steve@wsi ebizsolutions.biz Tel Page 2 of 5

3 What Happens Next We will scan your website to establish if there are any issues that may need our immediate attention, this is not a full security test, if you require this please contact your account manager to discuss costs and timings. We will require CMS and FTP login details to your website in order to support your website. You will be assigned an account manager who will be your primary contact. Who do I Contact? You will be assigned a dedicated account manager to work on your website and report back to you on an adhoc basis as required. You can call the office Monday to Friday between 9am and 5pm to discuss your campaign on Outside of these hours we have an answering service so that you can leave a message. You may also e mail us at or e mail support@wsiyorkshire.co.uk What to do if I am not happy or if I want to cancel? If you are unhappy with the service your first step should be to address the issue verbally or by e mail with your account manager, we will do our best to accommodate your concerns, it may necessitate a review meeting where we can analyse the issues and your concerns in more detail. If you are still not satisfied, please feel free to contact our owner and Managing Director: Stephen Harvey Franklin steve@wsiyorkshire.co.uk Steve will call you to see how we can best rectify any issues. If you still wish to cancel, then simply notify us by e mail, giving at least 30 days notice before the end of the annual term, we will then ensure a smooth handover, we are keen to maintain good relations and many customers do return back to us after they have tried other companies. steve@wsi ebizsolutions.biz Tel Page 3 of 5

4 Service Levels Agreed Purpose: To support your website and provide you with a low cost support to enable rapid routine updating of your website. Emergency Works This shall include Hacking and bugs or errors that are likely to cause business disruption or embarrassment. We will work on the issues discovered or notified immediately during normal working hour (unless you have additional out of hours cover), as long as your account is up to date and your hours purchased have not expired. If your account is expired or not in good standing we will work with you as quickly as possible to reach a rapid economic resolution so that the works can be acted upon as quickly as possible. Routine Works Routine works shall include planned maintenance, and ad hoc works as directed by you. Upon receipt of notifications for work request, we will schedule the work to start no more than 2 full working days after notification, whenever possible and in particular when the work is relatively small we will aim to perform the work sooner. Your Obligations: You must appoint one internal contact person, identified at the end of this agreement, who will serve as the final decision maker and be authorised to provide timely approval, in writing, for all required sign off stages. The Contact will be available for consultation with the WSI Yorkshire project team members, as needed, during normal business hours. FTP Access: If your website was not built by WSI Yorkshire, or is not hosted with us, you must provide WSI Yorkshire with full FTP access to your website. Removal of or restriction of access may relieve WSI Yorkshire of its obligation under this agreement (recommended); or In the event that you cannot or will not provide WSI Yorkshire with Full FTP access, WSI Yorkshire will be restricted in our ability to effectively support your website. Payment Payment must be paid either in full in advance or by agreed monthly standing order. This is to help keep the cost of this service down, by avoiding debt collection costs. Termination and Cancellation If you wish to cancel, then simply notify us by e mail, at least 30 days before the end of the annual term, usually this will entail paying any unpaid balances, we will then ensure a smooth handover, we are keen to maintain good relations and many customers do return back to us after they have tried other companies. steve@wsi ebizsolutions.biz Tel Page 4 of 5

5 Miscellaneous: Exclusive Remedy: If WSI Yorkshire breaches its obligation(s) under this Service Agreement, WSI Yorkshire will make commercially reasonable efforts to fulfil its obligations. Force Majeure: In no way shall WSI Yorkshire have any liability or be deemed to be in breach of this Agreement for any failure or delay of performance resulting from any government action, fire, flood, or other natural disaster, power failure, riot, embargo, strikes, terrorist act, network failure, changes by Google of its search algorithm or any other changes to Google s functionality, or failures or problems with Your web hosting company which adversely affect the SEO service provided under this agreement. Waiver. The waiver of any provision of this Agreement by a party shall not constitute a waiver of any other provision or waiver of the same provision at any other time. Entire Agreement: This agreement constitutes the entire agreement between us and you, and supersedes any prior written agreements and any prior or contemporaneous oral agreements between you and us. Any changes or modifications to this agreement must be done so in writing and signed by both parties. steve@wsi ebizsolutions.biz Tel Page 5 of 5