Summary

Below are the details of Website Support Plan, commonly asked questions, and terms of the agreement.

Business Needs

Specifically, the ongoing website support plan needs to fulfil the following business needs:

  1. Continual performance with reduced errors and optimal load times
  2. Monitoring for any issues during WordPress Core, theme and plugin updates
  3. Communication with you via email and a monthly activity report

The monthly plan will consist of executing the following services based on the level of plan you have subscribed to:

● Update WordPress to the latest version
● Update WordPress plugins to their latest version
● Backup website database and site files (once a month)
● Optimize the WordPress database
● Perform SPAM & revisions cleanup
● Run regular security and performance scans
● Perform support requests within an allotted [X minutes] a month
● Provide a detailed Monthly Report of updates and findings
● Provide ongoing email support

Monthly Investment

The monthly fee for the site support plan will be as per the fees listed on the Website Support webpage at: https://www.cottamweb.com/website-support/.

By agreeing to the plan you authorise me to charge you for the amount above every month until either I or you, the Client, request to upgrade, downgrade or cancel your plan.

Frequently Asked Questions

Why do I need an ongoing plan when my web host updates my WordPress version?

Web hosting providers may or may not update your WordPress software for you (please check their policy), but all web hosts will not update your themes and plugins.

WordPress themes and plugins are created by multiple authors, and are consistently updated to newer versions to comply with the latest version of WordPress, or to address security issues and bugs. It is not guaranteed that the mandated updates to WordPress will not break the website, nor that themes and plugins will continue to function if not updated.

For this reason, having a trained web specialist on hand to monitor the website is necessary to update plugins, rollback plugins, replace plugins or even adjust the theme to continue optimal performance.

Can I cancel anytime?

Yes, you can cancel anytime. You are under no obligation to continue the ongoing service. We just ask you give me 30 days notice so I can carry out my last thorough update of the website and remove my administrator credentials.

How do I contact you when I have a problem?

You can submit all requests to mike@cottamweb.com and I will reply within normal business hours.

What kind of support requests are within and outside of scope?

The following requests will be considered within the scope of your site support plan (if you have subscribed to a site support plan that provides support requests).

  • Content amendments and deletions;
  • Creating of new content (pages, blog posts) based on content provided by you;
  • Creating new menus and links within content and site navigation;
  • Theme and plugin installation and customisation;
  • Design tweaks to existing theme

The following requests will be considered outside of the scope of your site support plan (if you have subscribed to a site support plan that provides support requests) and will carry an additional charge which will be agreed in advance.

  • Web hosting, domain registration or email issue resolution;
  • Content creation;
  • Graphic design;
  • Correction of content as provided by you (eg spelling errors)

Terms

Before Anything Else: These Terms are Legally Binding

Authorisation:

You are engaging Mike Cottam, as an independent contractor to perform work as described in the package(s) or service(s) you have purchased. In the event access to your website is necessary, you hereby authorise Mike Cottam access and “write permissions” to all directories and files of your account with any other third party hosting provider, as well as permission to install any necessary WordPress plugins for maintenance and security.

Pricing & Payments:

Once a client of me, you authorise me to submit invoices for the services rendered under this ongoing website support plan.

Cancellation:

Cancellation of any monthly recurring service can occur at any time after your first one month (30 days) of service.

In order to cancel your recurring payment or change payment method, simply contact me prior to your payment’s due date.

Third Party or Client Page Modification:

You acknowledge that you or your staff have access to independently edit or update web pages within the WordPress platform.

You also acknowledge that anyone other than your business employees or its subcontractors who attempt to update the website and damages the design or impairs the ability for the web pages to display or function properly, may result in time to repair the web pages in order to restore the website.

In this event, damages will be assessed at an hourly rate of £40.00 per hour with a one-hour minimum. Work to repair the website from third-party modifications is outside of the support time and scope of the ongoing website support plan.

Limitation of Liability; Disclaimer of Warranties:

Although there are limitations to the guarantees I can provide, your satisfaction is very important to me. Please read and understand my limits of liability before engaging in my services.

Although I strive for your website’s optimal performance and security, I did not build the WordPress software or plugins used on the website, nor are supplying the hosting platform it runs on.

For this reason, I do not represent, guarantee or warrant that the functions contained in these webpages or internet website will be will be uninterrupted, error-free, free from loss, corruption, attack, viruses, interference, hacking, or other security intrusions, and I disclaim any liability relating thereto.

To the extent not prohibited by law, in no event will I be liable to the client or any third party for any damages, including, but not limited to, any lost profits, lost savings, loss of data, business interruption, or incidental, consequential or special damages arising out of the operation of or inability to operate these webpages or website, however caused, even if I have been advised of the possibility of such damages.

If you have any questions regarding these terms, please contact me.