Basic Access Plan for Monthly Maintenance – White Label Agency
Thank you for being our Customer.
As a Basic Access client, we are pleased to provide you with the ongoing support you need to manage and improve your website.
By selecting a Basic Access plan, you (the “Client”) are hiring Web Loft Designs to provide on-demand support and maintenance for your website under the following terms.
- You will receive one (1) hour of maintenance and/or support per month included.
- Upon request, Web Loft Designs will provide an estimate for work to be performed.
- While we do our best to provide accurate estimates prior to beginning work, should hours exceed estimate, a representative of Web Loft Designs must inform the Client and gain approval prior to proceeding.
- If work to be performed exceeds the hour included in your monthly Basic Access plan, a work order and invoice will be sent to you for signature and payment. A 50% deposit will be required prior to starting work. Final invoice will reflect actual hours logged, which may be more or less than original estimate. Additional hours will be charged at the standard maintenance rate of $75.00 per hour.
Basic Access Plan services include and are not limited to:
|Updates; troubleshooting issues||Update the WordPress core, plugins, integrations and themes and ensure that everything works as planned and solve any issues that arise.|
|Backups||Perform automatic and/or manual backups on a regular schedule. Backups will be used to restore the website if needed.|
|Security updates||Monitor threats and attacks, and set up security to prevent them. Perform security fixes and restore backups as needed. You could even include SSL certificates.|
Service Level Response Times
(These response times only apply to normal business hours. If you need night and weekend support,
please contact us so we can design a custom plan for you.)
|Severity Level||Description||Response Time|
|Urgent||Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.||2 business hours|
|High||Represents a partial loss of service with severe impact to the business and no workaround exists.||4 business hours|
|Normal||Minor loss of service. The result is an inconvenience, which may require a temporary workaround.||2 business days|
|Low||No loss of service. The result does not prevent operation of the software.||5 business days|