Netherbeck Design Support Package Terms of Service

Depending on the level of support that the client subscribes to, the following definitions may apply:

Definitions

The Client - The company or individual requesting the services of Netherbeck Design.

Netherbeck Design - Primary website designer & developer.

General

Netherbeck Design will carry out work only where an agreement is provided either by email, telephone or mail. An ’order' is deemed to be a written or verbal contract between Netherbeck Design and the client; this includes agreements made by telephone and/or email.

Included Hours

The agreed number of hours support will be provided at the request of the client. Should the support the client requires need additional time dedicated to it in order to resolve website/IT issues, these will be billed at Netherbeck Designs hourly rate of £25 per hour by prior agreement. The client will always have the option to upgrade their support level if required. Unused hours cannot be carried over to the next month.

Email, Ticket & Telephone Support

All support packages include email, ticket and telephone support. We provide these methods of support so that we can offer our assistance in a way that suits the client. Details of email, ticket and telephone support will be emailed to the client upon subscription to one of the Netherbeck Design support packages. Netherbeck Design cannot be held liable if one of these services suffers an outage beyond our control.

Remote Access Support

If the clients support package includes remote access support, we will guide the client through granting Netherbeck Design remote access to their desktop. This access is generated over a secure connection and each established connection can be used for one time only. Remote access support can only be used where the clients’ computer is compatible with the software used.

Response times

The time in which Netherbeck Design will respond to clients’ requests for support depends on the support package that they have subscribed to. We will always endeavour to respond to requests within the response time stated.

Website Backups

Netherbeck Design will backup your website and it supporting database(s) (if applicable) to an offsite location either on a weekly or monthly bases depending upon the clients level of support. Should the client require a copy of the backup, these will be made available in a zipped format at the clients’ request.

Website Health Checks / Audits

A monthly website health check / audit may be carried out to access the overall accessibility & functionality of the clients website. A detailed report will be sent to the client providing details of our findings and our recommendations.

Website Security Patches

Where applicable, Netherbeck Design will update and patch software used on the clients’ website providing they have a legal license to use the software. Where necessary, the client should provide login details to 3rd party software suppliers’ websites so that we can ensure your software is kept up to date.

Website Updates

Netherbeck Design will carry out minor amendments to the clients content/web site at their request. New features or functionality are not included in the support package unless they can be accommodated within the included hours of the package. Additional development will be billed at Netherbeck Designs hourly rate or at a website design rate agreed with the client.

SEO Analysis & Reports

Netherbeck Design will carry out SEO analysis on the clients’ website and provide a detailed report on the optimisation of their website and suggestions on improving the site so that it ranks better in the search engines.

24/7 Site Monitoring

Using 3rd party, licensed software, Netherbeck Design will monitor your website 24/7. Should an issue arise with your site, Netherbeck Design will be immediately notified and be able to deal with the issue. We will notify the client of any issues detected if necessary.

IT Support

Netherbeck Design will provide support for your primary computer or laptop. We will assist you with common problems and provide assistance with installing software or hardware where applicable e.g. setting up email accounts or installing printers etc.