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Website Maintenance Services Agreement

This Website Maintenance Services Agreement (the "Agreement") is entered into as of the date of electronic acceptance or signing (the "Effective Date"), by and between the service provider ("Provider") and the client ("Client").

1. Included Maintenance Tasks

Provider will perform the following routine maintenance services (the "Included Services") to ensure the stability, security, and performance of the Client’s website:

• Scheduled Backups: Automated backups of the website database and core files, stored securely on a weekly basis.
• Software & Plugin Updates: Routine updates of the website’s core CMS, active themes, and installed plugins, executed during off-peak hours (Tuesdays between 2:00 AM and 5:00 AM EST).
• Security Monitoring: Continuous malware scanning, spam monitoring, and firewall configuration updates.
• Performance Optimization: Monthly database optimization and caching clearance to maintain optimal site loading speeds.

2. Excluded Services (Out-of-Scope)

Any services not explicitly listed in Section 1 are excluded from the recurring maintenance fee. Excluded services include, but are not limited to:

• Graphic Design & Redesigns: Creation of new visual assets, brand changes, or structural page layout redesigns.
• Custom Feature Development: Writing new custom code, creating new functional modules, or migrating databases.
• Third-Party Platform Failures: Troubleshooting outages or bugs caused by the Client's hosting provider, domain registrar, payment processors, or external API endpoints.

All excluded services requested by the Client shall require a separate, written Work Order and will be billed at the Provider’s standard out-of-scope hourly rate of $150.00 per hour.

3. Response Times & Service Level Agreement (SLA)

Provider will respond to Client support requests submitted through the official support channel within the following timelines, based on severity:

• Critical Issues (Site Down, Payment Failure): Initial response within 4 hours. Resolution efforts will begin immediately during business hours.
• Non-Critical Issues (Minor bugs, text edits): Initial response within 24 business hours.

Standard support hours are Monday through Friday, 9:00 AM to 5:00 PM EST, excluding national holidays.

4. Emergency Support

Any support requests requiring immediate intervention outside of Standard Support Hours are classified as "Emergency Support." Emergency Support is subject to availability and will be billed at an emergency rate of $250.00 per hour, with a minimum billing charge of two (2) hours per incident. Provider will obtain Client's written or electronic confirmation of the emergency rate before initiating work, except in cases where a pre-authorized emergency budget is established.

5. Payment Terms

Client shall pay Provider a recurring monthly maintenance fee, due in advance on the first day of each billing cycle. Payments must be made via automated credit card authorization or ACH. If payment is not received within five (5) days of the due date, Provider reserves the right to suspend all maintenance services, including security monitoring and automated backups, without liability for any subsequent site issues or security breaches.

6. Term & Cancellation

This Agreement operates on a month-to-month basis. Either party may cancel this Agreement at any time by providing at least thirty (30) days' written notice to the other party. Upon cancellation, Provider will provide the Client with a final backup archive of the website and revoke administrative access. No refunds will be issued for partial monthly billing cycles.