Last updated: March 31, 2025

Maintenance Plan as Preventative Coverage

This plan is structured similarly to an insurance policy: the Client is billed monthly to retain proactive and reactive technical support coverage. There may be months in which no active maintenance is required; however, coverage remains in place for the duration of the term to ensure prompt response and protection against unexpected issues.

Coverage and Hourly Cap

The plan includes up to twenty-six (26) total service hours per 12-month term, with a maximum of two (2) hours available per calendar month. Hours may not be accumulated or applied retroactively in bulk. Tasks exceeding the monthly limit will not be fulfilled unless explicitly approved in writing or quoted separately.

All service time is tracked and includes:

• Execution of approved maintenance tasks
• Brief communication related to task clarification or troubleshooting (excluding strategy, consulting, or training)
• Platform diagnostics related directly to the maintenance plan

Scope of Services – Included

a. Technical Maintenance

• WordPress core, theme, and plugin updates (limited to reputable and compatible tools)
• Uptime monitoring
• Security scans and malware alerts (performed monthly; not real-time)
• Database optimization
• Broken link checks
• SSL certificate status checks
• Backup management (daily or weekly backups)
• Hosting, DNS, or domain-related support

b. Minor Content Updates

• Swapping of images or downloadable files (up to 5 per month; layout edits not included)
• Editing of existing text (up to 300 words per month, within existing structure)
• Updating business hours, team bios, and contact information
• Embedding client-provided videos or PDFs (no design modifications)

Each submission may include up to three tasks. Excessive or cumulative task loads may be deferred or quoted separately.

Scope of Services – Excluded (Billed Separately)

The following are not included in this Agreement and may be quoted separately:

• New website pages, redesigns, or layout overhauls
• SEO audits, keyword optimization, or schema implementation
• Malware removal or recovery from third-party breaches
• eCommerce support or product uploads
• Content creation (blog posts, copywriting, graphics, or media editing)
• Issues stemming from third-party integrations, plugin conflicts, or unapproved site modifications
• Support for problems resulting from external hosting changes or domain transfers

Scope Enforcement & Policy Violations

Repeated violations of scope, excessive fragmented requests, or misrepresentation of task readiness may result in:

• Task deferral
• Service upgrade requirement
• Temporary suspension of support

Emergency & Out-of-Scope Requests

Emergency support (defined as full website outages, malware attacks, or critical payment gateway failure) is not included in this maintenance plan. Such requests will be handled based on availability and billed at an emergency support rate unless otherwise agreed in writing.

If the Client installs unapproved plugins, modifies core site files, changes hosting providers, or grants external parties access to the website without prior notice to the Service Provider, any resulting issues will be considered out-of-scope and billed separately.

Task Submission Guidelines

• All requests must be submitted via [insert method: email, support portal, ticketing system].
• Only one designated point of contact may submit and approve requests. Submissions from additional team members will not be accepted.
• Requests should be batched no more than once per week.
• Each submission may include up to three small tasks. Larger or more complex requests will be scheduled at the discretion of the Service Provider or billed separately.
• The Client is responsible for providing accurate, timely materials and administrative access. Delays caused by missing content or login issues may affect task scheduling.
• The Service Provider aims to respond to standard requests within one (1) business day and complete eligible tasks within 3–5 business days, based on availability and scope.

Fair Use Policy

This Agreement is intended for routine maintenance, not continuous development. If the Client demonstrates patterns of excessive or repetitive task submissions, circumvents task protocols, or misuses time allocations, the Service Provider reserves the right to:

• Suspend task execution
• Require an upgraded plan
• Amend this Agreement with 14 days’ written notice

The Service Provider reserves the right to reject or reclassify any request that is excessive, cumulative, or outside the operational intent of this Agreement, even if individual tasks appear to be within scope.

Liability and Indemnity

While the Service Provider employs best practices to ensure site security and performance, no warranty is made against third-party plugin conflicts, hosting failures, or security breaches outside of their control. The Client agrees to indemnify and hold the Service Provider harmless from any direct or indirect damages resulting from the use or misuse of the website.