Proactive Support Terms

In addition to our standard terms the support package is subject to the following terms and conditions of service:

Service specific terms:

1. The monthly review will be carried out within the first 10 business days of the month. If ongoing work from the previous month makes it logical to do the review later we will discuss with you.
2. While the review will always check that the site is displaying correctly it will not necessarily look at every aspect of your site each month. For example we may choose to look in depth at a specific aspect of your site if that is deemed necessary. If this is the case we will discuss it with you.
3. While the monthly review will endeavour to identify any problems on your website and fix them Ezone accepts no responsibility or liability for problems that do occur for any reason.
4. Ezone will spend up to 2 hours each month working on things that we identify in the site review. Should there be more work than can be done in this time we will schedule non-urgent work to be done the following month, or if we feel that something can’t wait we will discuss it with you and provide an estimate.
5. At the end of each month Ezone will provide a report detailing the work we have done and any outstanding work that will be undertaken the following month. Should there be more than one thing we will agree with you what the priority should be.
6. Staff training can be undertaken a maximum of once a month and will take the form of a 45 minute online video call. Should more training than this be required we will provide an estimate for the extra.
7. Minor code modifications mean any development that involves changes to code and takes up to 15 minutes to complete. Ezone will provide an estimate for anything more involved than this.
8. The 5% discount will be applied to development work such as this that does fall outwith the scope of the included Minor Code Modifications. This excludes full redesigns of your website or the build of other new sites.
9. Premium plugins include plugins selected by Ezone only, should you have a specific plugin that you would like to use on the site we will be happy to install and configure it, but any costs will not be covered by this support package.
10. We will do a check for broken links each month, it should be noted that this will find links that are returning an error, if a link is still working but the page it goes to has been changed we will not necessarily be able to catch this as we may not be sure what the link should be going to.

Pricing and Termination:

1. Ezone will invoice monthly in advance for this service, unless otherwise agreed.
2. At the end of the two month introductory deal for existing clients no notice is required to revert back to the previous package so long as notification is received before the end of the second month. Otherwise the package will be reverted at the next end of month.
3. For new clients the service can be terminated at the end of the two month trial, so long as notice is received before the end of the second month.
4. Ezone reserves the right to change the price of the Proactive Support package at any time. In the event that we do so we will always give 3 months notice.
5. The standard notice period on the Proactive Support plan is one month after the month in which notice is received. This is necessary to allow us to complete any ongoing work on your site.