Website Support

If you don’t require the kind of on-going web support covered by our monthly maintenance plans, we offer one-off support jobs to take care of your website edits or small development tasks.

The following support tasks are limited to 1 hour of work for Level 1, 2 hours for Level 2 and 3 hours for Level 3. Once you submit your task, we will inform you of the support level required to complete it. We will begin working on the task once the appropriate support level has been ordered and your payment has been processed. Tasks are typically completed within 2 business days.

Most small jobs are covered by our support plans, but if a task falls outside of the scope of services, we will quote you a separate estimate and turnaround time to complete the job.

The following Terms outline the use of our Website Support Plans. Before ordering a support request, we ask that you take a moment to review the following Terms of Service which govern our relationship with you in relation to our support services.

By engaging the services of Webvolutions LLC (aka “Webvolutions”) for a support job, you acknowledge that you have read and understood this document, and that you agree to be bound by these Terms.

Scope of Services

You are engaging Webvolutions to perform a support task as outlined in our correspondence. Each support task covers one job. If your require multiple jobs, you will either order multiple support plans or we will quote you a separate fee estimate that covers all your required tasks.

Support Requests

Support must be requested through the contact form on the support page or by email to ensure accuracy and tracking of the request. We do not accept phone requests or offer phone support. We will acknowledge receipt of your request by email. If your request does not fall within the scope of a Support Plan, we will provide you with a fee estimate to accomplish the task you requested.

Upon completion of the task, we will send you an email confirmation that the task has been completed.

The effort and time required to perform a task will be determined exclusively by Webvolutions.

Support requests can be placed between 9am and 5pm PT, Monday through Friday. Support requests placed on Saturday or Sunday will be answered on the following Monday, or on the next business day should Monday be a bank holiday.

Obligations

You agree to provide us with all the necessary information and access in order to allow us to perform the support task. This may include access to your hosting account, FTP servers, WordPress backend, Google Analytics account, or any other access that we deem necessary to perform the task.

Webvolutions will not be held liable for any delays incurred by your hosting provider or any other technical contractors (IT companies, previous web designers, SEO agencies, etc.) in providing the services or information needed to complete the support task. If we are unable to perform the support task within 7 business days from receiving your order due to such delays, we reserve the right to cancel the support task. No refunds will be issued due to such cancellation.

If a support task requires a review, you will have 2 business days to submit your requests for changes. Any support task that hasn’t been reviewed by the Client within 2 business days will be deemed approved, and the task will be deemed completed. Any change requested after that will be subject to a new support order.

Types of requests

The following are examples of requests that typically fall under the scope of our support services:

• Content changes
• Blog Posting (content supplied by client)
• Plugin update
• DNS or A Records edits
• Google Analytics Installation
• Google Search Console Registration
• New page creation (based on existing layout)
• Image research
• Theme or WordPress Core Update
• HTML site migration
• HTML or CSS edits
• Plugin installation and configuration
• Navigation menu changes
• WordPress site migration
• Content creation
• PageSpeed Optimization
• CDN implementation

Services not included

The following are examples of requests that are not included in our Support Plans. If requested, we will provide you with a fee estimate to complete these tasks.

1. Website redesign
2. Page reconstruction or redesign
3. Custom Theme development
4. Custom Plugin development
5. Search Engine Optimization Services or Search Marketing Services
6. Javascript modififcations/troubleshooting
7. eCommerce, Membership, Client Login or Translation Implementations
8. Any other task that Webvolutions deems to exceed the scope of the Support Plans

Payment

You agree that you will pay for the services provided by Webvolutions. You are responsible for the timely payment of all fees and for providing Webvolutions with a valid payment method for the payment of all fees.

Full payment of the Support Plan fee is due when you order a task and prior to Webvolutions commencing work. For additional requests or tasks that fall outside of the scope of services of the Support Plans, you agree to pay in full prior to the beginning of the work. Webvolutions is in no obligation to begin working on the task until payment has been received in full.

Cancellation of Services

You are free to cancel a support request at any time. However, when you order a support job, we allocate the time required to perform the job. Therefore, Webvolutions will not offer any refunds or pro-rate the support plan fee following a termination request or if a task is reduced.

To cancel a support task, simply send a cancellation request to mail@webvolutions.com and we will acknowledge receipt and confirm the cancellation.

Webvolutions reserves the right to terminate or suspend any and all services immediately, without prior notice or liability, for any reason whatsoever, or for no reason, including without limitation, if you breach these Terms of Service.

Limitation of Liability

You hereby expressly and irrevocably release and forever discharge Webvolutions from any and all actions, causes of action, suits, proceedings, liability, debts, judgments, claims and demands whatsoever in law or equity which you ever had, now have, or hereafter can, shall or may have, for or by reason of, or arising directly or indirectly out of your use of the Services.

You hereby agree to indemnify and hold harmless Webvolutions from and against all claims, losses, expenses, damages and costs (including, but not limited to, direct, incidental, consequential, punitive, exemplary and indirect damages), and reasonable attorneys’ fees, relating to, resulting from or arising out of, in whole or in part (i) any breach of these Terms, whether or not deemed to be material or immaterial; (ii) the use of or reliance upon the Services, by you or any person acting on your behalf; or (iii) any material or immaterial violation of any rights, title or interests of any third party.

In no event shall Webvolutions be liable to you under any legal or equitable theory, including but not limited to contract, tort, strict liability, negligence, common law or with respect to the Services provided for any lost profits, loss of use, or actual, special, indirect, incidental, punitive, or consequential damages of any kind whatsoever. You understand that your sole remedy for any damages you allege have been sustained as a result of the Services is to cancel your support request.

These Terms were last updated on June 4, 2016.