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Technical Info

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Authorized Team Members

Provide the names, email addresses, and phone numbers of individuals authorized to request service.

Basic Level Support Service Level Agreement (SLA)

1. Overview

The Basic Support Plan provides fundamental website support, offering defined response times and limited support hours. This plan includes an 8-hour response time during business hours, up to one (1) hour of support per month, and 24/7 access to request support.

2. Business Hours

Business hours are defined as Monday – Friday, 8:30 AM – 5:00 PM Eastern Time (ET), excluding holidays. Support requests submitted outside of business hours will be addressed at the beginning of the next business day.

3. Service Inclusions

• 8-hour response time within business hours for support requests.
• Up to one (1) hour of support per month for troubleshooting, minor updates, and issue resolution.
• 24/7 ability to request support via email (requests will be addressed during business hours).

4. Support Categories & Response Times

High Priority (Critical Issues)

• Definition: Website is completely inaccessible to the public or administrators due to a software-related issue or user error (not hosting or hardware-related).
• Response Time: 8 business hours
• Resolution Time: Best-effort resolution within the monthly support time limit.
• 24/7 Response: Available for critical issues only.

Medium Priority (Functional Issues)

• Definition: The website is operational but experiencing significant functionality issues, such as broken forms, layout issues, or content management problems.
• Response Time: 8 business hours
• Resolution Time: Best-effort resolution within the monthly support time limit.

Low Priority (General Questions & Minor Updates)

• Definition: Requests for content edits, general inquiries, or minor aesthetic changes that do not impact core functionality.
• Response Time: 12 business hours
• Resolution Time: Based on available support hours. Requests exceeding the one-hour monthly limit may be billed separately.

Additional Functionality Requests

• Definition: Requests for new features, theme modifications, or structural changes to the website.
• Response Time: 48 business hours
• Resolution Time: Based on scope and availability within the support time limit. Additional hours may be required at standard hourly rates.

One-on-One Training Session

• Definition: Requests for individual training on CMS usage or website management best practices.
• Response Time: 7-14 business days
• Resolution Time: Scheduled based on availability and may require additional fees beyond the included support time.

5. Service Limitations & Exclusions

• Support Time Limits: Requests requiring more than one (1) hour per month may be subject to additional billing at standard hourly rates.
• Hosting & Server Issues: Downtime, performance issues, or hardware failures must be handled by the Client’s hosting provider.
• 24/7 Response Time: Limited to critical issues.
• Third-Party Software Conflicts: Best-effort troubleshooting is provided, but resolution of conflicts with third-party plugins, integrations, or APIs is not guaranteed.
• Emergency Support: Requests requiring immediate attention outside of business hours or beyond SLA scope may incur additional fees.

Standard Level Support Service Level Agreement (SLA)

1. Overview

The Standard Support Plan provides expanded website support, offering faster response times, increased support hours, and additional website services. This plan includes a 4-hour response time during business hours, up to three (3) hours of support per month, 24/7 access to request support, and WordPress updates.

2. Business Hours

Business hours are defined as Monday – Friday, 8:30 AM – 5:00 PM Eastern Time (ET), excluding holidays. Support requests submitted outside of business hours will be addressed at the beginning of the next business day.

3. Service Inclusions

• 4-hour response time within business hours for support requests.
• Up to three (3) hours of support per month for troubleshooting, updates, and issue resolution.
• 24/7 ability to request support via email (requests will be addressed during business hours).
• Monthly WordPress updates, including core files, plugins, and themes.

4. Support Categories & Response Times

High Priority (Critical Issues)

• Definition: Website is completely inaccessible to the public or administrators due to a software-related issue or user error (not hosting or hardware-related).
• Response Time: 4 business hours
• Resolution Time: Best-effort resolution within the monthly support time limit.
• 24/7 Response: Available for critical issues only.

Medium Priority (Functional Issues)

• Definition: The website is operational but experiencing significant functionality issues, such as broken forms, layout issues, or content management problems.
• Response Time: 4 business hours
• Resolution Time: Best-effort resolution within the monthly support time limit.

Low Priority (General Questions & Minor Updates)

• Definition: Requests for content edits, general inquiries, or minor aesthetic changes that do not impact core functionality.
• Response Time: 8 business hours
• Resolution Time: Based on available support hours. Requests exceeding the three-hour monthly limit may be billed separately.

Additional Functionality Requests

• Definition: Requests for new features, theme modifications, or structural changes to the website.
• Response Time: 24 business hours
• Resolution Time: Based on scope and availability within the support time limit. Additional hours may be required at standard hourly rates.

One-on-One Training Session

• Definition: Requests for individual training on CMS usage or website management best practices.
• Response Time: 7-14 business days
• Resolution Time: Scheduled based on availability and may require additional fees beyond the included support time.

5. Service Limitations & Exclusions

• Support Time Limits: Requests requiring more than three (3) hours per month may be subject to additional billing at standard hourly rates.
• Hosting & Server Issues: Downtime, performance issues, or hardware failures must be handled by the Client’s hosting provider.
• 24/7 Response Time: Limited to critical issues.
• Third-Party Software Conflicts: Best-effort troubleshooting is provided, but resolution of conflicts with third-party plugins, integrations, or APIs is not guaranteed.
• Emergency Support: Requests requiring immediate attention outside of business hours or beyond SLA scope may incur additional fees.

Premier Level Support Service Level Agreement (SLA)

1. Overview

The Premier Support Plan provides the highest level of website support, offering the fastest response times, increased support hours, and additional website services. This plan includes a 4-hour response time during business hours, up to seven (7) hours of support per month, 24/7 access to request support, WordPress updates, and uptime monitoring & alerts.

2. Business Hours

Business hours are defined as Monday – Friday, 8:30 AM – 5:00 PM Eastern Time (ET), excluding holidays. Support requests submitted outside of business hours will be addressed at the beginning of the next business day.

3. Service Inclusions

• 4-hour response time within business hours for support requests.
• Up to seven (7) hours of support per month for troubleshooting, updates, and issue resolution.
• 24/7 ability to request support via email (requests will be addressed during business hours).
• Monthly WordPress updates, including core files, plugins, and themes.
• Uptime monitoring & alerts, ensuring real-time notifications of website downtime.

4. Support Categories & Response Times

High Priority (Critical Issues)

• Definition: Website is completely inaccessible to the public or administrators due to a software-related issue or user error (not hosting or hardware-related).
• Response Time: 4 business hours
• Resolution Time: Best-effort resolution within the monthly support time limit.
• 24/7 Response: Available for critical issues only.

Medium Priority (Functional Issues)

• Definition: The website is operational but experiencing significant functionality issues, such as broken forms, layout issues, or content management problems.
• Response Time: 4 business hours
• Resolution Time: Best-effort resolution within the monthly support time limit.

Low Priority (General Questions & Minor Updates)

• Definition: Requests for content edits, general inquiries, or minor aesthetic changes that do not impact core functionality.
• Response Time: 8 business hours
• Resolution Time: Based on available support hours. Requests exceeding the seven-hour monthly limit may be billed separately.

Additional Functionality Requests

• Definition: Requests for new features, theme modifications, or structural changes to the website.
• Response Time: 24 business hours
• Resolution Time: Based on scope and availability within the support time limit. Additional hours may be required at standard hourly rates.

One-on-One Training Session

• Definition: Requests for individual training on CMS usage or website management best practices.
• Response Time: 7-14 business days
• Resolution Time: Scheduled based on availability and may require additional fees beyond the included support time.

5. Service Limitations & Exclusions

• Support Time Limits: Requests requiring more than seven (7) hours per month may be subject to additional billing at standard hourly rates.
• Hosting & Server Issues: Downtime, performance issues, or hardware failures must be handled by the Client’s hosting provider.
• 24/7 Response Time: Limited to critical issues.
• Third-Party Software Conflicts: Best-effort troubleshooting is provided, but resolution of conflicts with third-party plugins, integrations, or APIs is not guaranteed.
• Emergency Support: Requests requiring immediate attention outside of business hours or beyond SLA scope may incur additional fees.

At this time our support packages are focused on WordPress, Shopify, and Magento sites. If your site is on another platform, you can complete the form and someone from our team will contact you to discuss your specific support options.

Payment Information

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