Website Support

1a. Service Description (Maintain)

Provider will provide monthly website support services to Client. The support services include the following for each website covered under this agreement:

• Website hosting on a managed WordPress server, with SSL certificate.
• Daily backups of the website, stored for 30 days.
• Regular plugin updates to ensure website security.
• Access to a library of training videos for managing and updating the website:
  https://bankercreative.com/wordpress-training-videos/
• Security monitoring and updating to prevent hacking and phishing attempts.
• Emergency response to any website downtime.
• 5 hours of general support hours:
  (Fixing Broken Stuff • Emergency Response • Site Down/Broken Message)
• 2 Content Update Requests per month:*
  (Images • Headlines • Text • Team Members • Links • Forms)
• Plugin licensing for all standard agency plugins.

*Building new sections/pages/functionality is generally not covered by Content Updates. Exceptions may be approved on a case-by-case basis.

1b. Service Description (Optimize)

Provider will provide monthly website support services to Client. The support services include the following:

• Website hosting on a managed WordPress server, with SSL certificate.
• Daily backups of the website, stored for 30 days.
• Regular plugin updates to ensure website security.
• Access to a library of training videos for managing and updating the website: https://bankercreative.com/wordpress-training-videos/
• Security monitoring and updating to prevent hacking and phishing attempts.
• Quarterly analytics and search console report with recommendations for site improvements.
• Custom Looker Studio dashboard.
• Events/Conversion setup.
• Emergency response to any website downtime.
• Annual site speed audit and updates to improve site speed and performance.
• 10 hours of general support hours: (Fixing Broken Stuff • Emergency Response • Site Down/Broken Message)
• Unlimited Content Update Requests:* (Images • Headlines • Text • Team Members • Links • Forms)
• Plugin licensing for all standard agency plugins.

2. Service Level Targets

Client will pay Provider monthly or annually (according to Client's preference) for monthly website support service for all websites under contract. All payments will be under an auto-pay subscription via Stripe payment processor. Provider may suspend services if payment is not received within 7 days of the due date.

Website uptime: 99.9% per month

Response time for emergency support requests: within 2 hours of notification

Response time for non-emergency support requests: 1 Day Response, Target 2 Business Day Fix.

3. Hosting Policy

Provider’s preferred host is Flywheel, but can provide support for WordPress websites on WP Engine and Siteground as well. If Client chooses to provide their own hosting, they must provide full access to their host account. Provider does not provide monthly website support for WordPress sites hosted by GoDaddy, Host Gator/Bluehost, or any other brand under EIG.

4. Support Hours

Maintain: Provider will provide 5 hours of general support hours, annually, and 2 content updates per month, per site.

Optimize: Provider will provide 10 hours of general support hours, annually, and unlimited content updates.

Non-emergency support requests will be responded to within a business day with a target of 2 business days to find a fix. Emergency support requests will be responded to within 2 hours of notification.

5. Payment Terms

Term and Termination

This SLA will begin on the date of the first payment and will continue for an initial term of 12 months. After the initial term, this SLA will automatically renew for successive 12-month terms unless terminated by either party with 30 days’ written notice.

Limitation of Liability

Provider’s liability to Client for any and all claims arising out of or related to this SLA will be limited to the total amount paid by Client to Provider during the 12 months preceding the claim.

Governing Law and Jurisdiction

This SLA will be governed by and construed in accordance with the laws of the Minnesota without giving effect to any choice of law or conflict of law provisions. Any legal action or proceeding arising out of or related to this SLA will be brought exclusively in the courts of Minnesota.