Website Care Agreement
A clear framework for approved website care, support, and backup responsibilities.
Last updated November 2, 2026
How website care begins
This page describes our website care framework. Browsing this page or submitting an inquiry does not create a service agreement. Care begins only after we approve the website, both parties accept a written service scope, payment arrangements are confirmed, and required access and onboarding are complete. The accepted scope identifies the client, covered website, plan, start date, backup schedule, and any additional terms. Existing signed agreements are not changed merely by updating this page.
Plans and scope
Monthly plans cover one approved website: Simple $79, Advanced $199, or Pro $499. The Plans comparison describes available coverage; the accepted service scope records what applies to your website. Routine software updates and performance reviews are quarterly for Simple, monthly for Advanced, and weekly for Pro. Scheduled checks do not mean continuous human supervision or immediate detection of every issue. Updates depend on platform support, compatibility, licenses, and available access.
Content changes and support
Simple includes one small content or image edit per month, Advanced includes up to two hours per month, and Pro includes up to four hours per month. Larger changes are quoted separately. Simple support is by email; Advanced includes email and phone during agreed business hours; Pro includes email and phone seven days a week within the response hours below. These options do not provide unlimited work or unlimited requests. The written scope defines small edits, scheduling, and any unused-time arrangements.
Response times
Target initial responses are two days for Simple, one day for Advanced, and four to six hours for Pro. These targets refer to acknowledgment, not completion or guaranteed resolution. Responses are provided between 8:00 AM and 8:00 PM Eastern Time. No responses are issued between 8:00 PM and 8:00 AM. Response windows extending beyond 8:00 PM resume at 8:00 AM the following day. Advanced phone support is available during the business hours recorded in the accepted scope.
Backup setup and covered data
Automated backups are monthly for Simple, weekly for Advanced, and daily for Pro. Backup protection is established separately for each website. Before we represent it as active, the service schedule must define the automated backup frequency, covered files and databases, private storage independent of the live website, access controls, verification method, failure alerts, retention, and restoration-testing responsibilities. Retention options discussed are 30, 60, or 90 days; the applicable period must be recorded in the accepted scope. Backup frequency does not determine the retention period; the two are recorded separately in the accepted scope. Accounts, email, external applications, and third-party data are included only if expressly listed.
Verification, testing, and recovery
The schedule defines how backup completion is verified, who receives and reviews failure alerts, and when restoration tests occur. Pro includes restore testing at the cadence recorded in its scope; any testing for other plans must also be stated. A completed backup job does not establish that every feature or data source can be restored. Recovery uses an available usable recovery point; changes made after that point may be lost. Recovery time depends on the incident, backup condition, data size, access, and provider availability. No plan guarantees uninterrupted operation, prevention of all attacks, zero data loss, or a fixed recovery time.
Recovery work and additional fees
The written scope identifies included recovery labor and any incident or emergency recovery charges. Work beyond that allowance, malware cleanup, major repairs, migrations, new features, redesigns, and unsupported integrations require a separate quote and approval. Hosting, domains, premium licenses, database and email services, backup storage, and provider retrieval or transfer fees are separate unless expressly included. Additional charges require disclosure and client approval before commitment.
Client access and responsibilities
Clients retain ownership of their domains and accounts unless a documented managed-service arrangement provides otherwise. Clients authorize the access and data processing needed for the agreed work, maintain current billing and licenses, provide lawful content and necessary permissions, and notify us of changes made by other providers. Where needed, a separate data-processing or regulated-data agreement must be completed before access. Share credentials through an agreed secure method, not a public form.
Billing, renewal, and cancellation
Approved plans are billed monthly through Stripe. Any recurring charge, start date, tax treatment, or special cancellation term must be disclosed in the accepted order before payment. The configured Stripe billing portal supports cancellation at the end of the billing period. Cancellation stops future renewals; refund eligibility and any separate project balances are governed by the accepted order and applicable law. A change in plan or price requires separate approval.
Ending care and returning data
Before care ends, the written scope identifies how available client-owned files and usable backups will be returned, any approved export fees, the export deadline, removal of studio access, and the date backup retention ends. Backups may expire under the agreed schedule, so arrange any needed export before that deadline. Billing, legal, and security records may be retained as described in the Privacy Policy.
Service limits and resolving concerns
Search positions, traffic, revenue, compatibility with future provider changes, and the availability of third-party services are not guaranteed. Any liability limits, remedies, dispute provisions, or special warranties must be expressly agreed in the client contract; this page does not impose a new monetary liability cap or waive statutory rights. Contact us promptly about service concerns so we can review the issue and the accepted scope.
Quarterly strategy consultation
Pro includes one strategy consultation every three months, lasting 30–60 minutes, scheduled by mutual agreement. Other services and allowances remain as specified in the accepted scope.