Scope of Technical Support for Web Design Clients

1. Scope of Technical Support for Web Design Clients This document outlines the scope of technical support provided to web design clients. It defines the services included, response times, and limitations to ensure clear expectations and a smooth working relationship. This document aims to clarify what clients can expect in terms of ongoing support after their website is launched. 1. Introduction This document defines the scope of technical support provided to clients following the completion and launch of their website. It is intended to clarify the responsibilities of both the web design agency/developer and the client regarding ongoing website maintenance and support. This document serves as a reference point for resolving any disputes or misunderstandings related to technical support services. 2. Included Support Services The following services are included in the standard technical support package: • Website Uptime Monitoring: We will monitor your website's uptime and availability. In the event of downtime, we will investigate the cause and take necessary steps to restore the website as quickly as possible. • Security Updates: We will apply security updates to the core website platform (e.g., WordPress, Drupal, Joomla) and any installed plugins or modules to protect against vulnerabilities. This includes regular monitoring for security patches and timely implementation. • Bug Fixes: We will address any bugs or errors that arise on the website after launch, provided they are related to the original website build and not caused by client modifications or third-party integrations. This includes troubleshooting and implementing solutions to resolve identified issues. • Content Management System (CMS) Support: We will provide basic support for using the CMS to manage website content. This includes answering questions about adding, editing, and deleting content, as well as guidance on using the CMS features. • Basic Troubleshooting: We will assist with basic troubleshooting of website-related issues, such as browser compatibility problems or minor display errors. • Database Backups: We will perform regular backups of the website database to ensure data recovery in case of unforeseen events. The frequency of backups will be determined based on the website's activity and data volume. 3. Excluded Support Services The following services are explicitly excluded from the standard technical support package:

2. • Website Redesigns or Major Modifications: Any significant changes to the website's design, layout, or functionality are considered separate projects and will be quoted accordingly. • New Feature Development: The addition of new features or functionalities to the website is not included in the standard support package. These will be treated as separate development projects. • Third-Party Integrations: Support for third-party integrations (e.g., payment gateways, email marketing platforms) is limited to ensuring the initial integration functions correctly. Ongoing support for these integrations is the responsibility of the third-party provider. • Content Creation or Editing: Creating or editing website content is the client's responsibility. While we provide CMS support, we do not offer content creation or editing services as part of the standard support package. • Search Engine Optimization (SEO): SEO services, including keyword research, link building, and content optimization, are not included in the standard support package. • Website Hosting Issues: While we may assist with basic troubleshooting, issues related to website hosting (e.g., server errors, email problems) are typically the responsibility of the hosting provider. We will assist in communicating with the hosting provider to resolve these issues. • Issues Caused by Client Modifications: We are not responsible for fixing issues caused by client modifications to the website code or database. • Training Beyond Initial CMS Training: The initial training provided on using the CMS is included. However, extensive or ongoing training sessions are not part of the standard support package. 4. Response Times We strive to provide timely and efficient technical support. Our standard response times are as follows: • Urgent Issues (e.g., website downtime): Within 1 hour during business hours (Monday-Friday, 9 AM - 5 PM). • High Priority Issues (e.g., security vulnerabilities): Within 4 hours during business hours. • Normal Priority Issues (e.g., bug fixes, CMS support): Within 24 hours during business hours. • Low Priority Issues (e.g., minor display errors): Within 48 hours during business hours. These response times are estimates and may vary depending on the complexity of the issue and the current workload. We will always keep clients informed of the progress of their support requests. 5. Support Channels Clients can request technical support through the following channels: • Email: [Support Email Address] • Phone: [Support Phone Number] • Support Ticket System: [Link to Support Ticket System]

3. We recommend using the support ticket system for tracking and managing support requests. 6. Maintenance Schedule Regular maintenance tasks, such as security updates and database backups, will be performed according to the following schedule: • Security Updates: Applied as soon as they are released by the software vendor. • Database Backups: [Frequency of Backups - e.g., Daily, Weekly] Clients will be notified of any scheduled maintenance that may impact website availability. 7. Communication Clear and consistent communication is essential for effective technical support. We will keep clients informed of the progress of their support requests and any relevant information regarding their website. Clients are encouraged to provide detailed information about the issue they are experiencing, including steps to reproduce the problem and any relevant error messages. 8. Amendments This scope of technical support may be amended from time to time. Clients will be notified of any changes to the scope of support. 9. Contact Information For any questions or concerns regarding technical support, please contact us at: • Email: [Support Email Address] • Phone: [Support Phone Number] This document is intended to provide a clear understanding of the technical support services provided to our web design clients. By outlining the included and excluded services, response times, and communication channels, we aim to ensure a positive and productive working relationship.