|
|
Website Application Maintenance and Support Agreement (Annual Contract)
Updated October 2007
A Standard Maintenance and Support Agreement is usually recommended for the first year after your website is launched. Fees and description of services is as follows:
Standard - 2 hours per month $1499 Annually
Premium - 4 hours per month $2499 Annually
*Custom Support Agreements may be necessary for customized applications or sites with specific and unique requirements, features or traffic.
Allows updates of text changes, adding or changing images, support and troubleshooting, code modifications, etc. up to hours allotted per month.
Overages: $75 / hour for normal application mods and support. If possible, we will let you know in advance if the requested changes will exceed the maintenance allotment and provide an accounting of the additional work on the invoice.
What you are paying for is:
- Patches and Security Updates to your Application
Without a Support Agreement, you are responsible for maintaining your application and associated folders, scripts, etc. If a security vulnerability is discovered in your application (as happens often with any application) and you do not have a Support Agreement, your website could be temporarily disabled and the vulnerable scripts quarantined until you contract us to fix or replace the affected script(s). With a Support Agreement, we will automatically fix vulnerabilities and some bugs we discover in other similar applications.
- Priority response. We will perform requested changes (that do not exceed allotment) within two business days. In most cases, it's the same day.
- Site Backups and File Level Restore Services
While the server itself is backed up regardless of a maintenance agreement, restoring data from that backup is only useful for disaster recovery of the server itself. It does not cover you if your database becomes corrupt or you want to retrieve information you deleted yesterday. You can do your own database backups through the application in some cases, or through the Web Control Panel, but if you are not experienced with restoring them, you may end up creating worse problems than the initial loss of data. This is why we provide automated daily backups for your application database.
- An allotment of hours per month for content updates, text changes, minor feature enhancements, technical and operational support.
- A discount on overages of that allotment (normally $85-$120). You are billed for any overages at the beginning of the month for the previous month. A detailed log is provided with the invoice.
Ad Hoc Maintenance and Support
Ad hoc maintenance and support is available using the following procedures:
- Visit www.pbwsupport.com and click the link to purchase ad hoc support points in two hour ($240) increments.
- Once payment is processed, you will be asked to register on the Helpdesk site (www.pbwsupport.com/helpdesk).
- Once registered and logged in, you can submit a support ticket and one of us will respond. Keep in mind ad hoc support has no guaranteed response time and issues from annual support agreement clients have priority. That said, we will at least reply within one business day with an ETA and/or an estimate for the total time & cost if it appears it will exceed your existing points.
We normally cannot respond to direct emails or phone calls regarding issues with your website as that has become unmanageable and does not allow us to easily and effectively direct the issues to an appropriate resource.
|
|
