Last modified May 2022
Terms
Wave’s ongoing Care Plan ensures that there is help and advice on hand if you need it. We carry out essential maintenance and support tasks, making your life easier and giving you peace of mind.
- If you have any problems or questions, get in touch and we will do our best to help you out.
- Your site will be backed-up regularly. Should anything happen, your website can be restored to its former glory with minimum fuss.
- Your WordPress installation and plugins will be kept up to date, minimising any security risks to your site and allowing you to take advantage of the latest features.
- We also run general housekeeping checks, to free you from tasks like checking for broken links and deleting your spam comments.
- We can set up a development site that mirrors your live site to test out new features and software updates. We can give you access to a development site too, providing a safe training environment and letting you experiment with your site’s advanced settings
The Care Plan covers issues relating to your website, which is separate from your hosting provision. It is likely that we will be hosting your site also where your host maintenance is included within your hosting costs.
What we do
Support
- Troubleshooting via phone and email (office hours)
- Check design for consistency
Maintenance
- Daily database back-ups
- Daily WordPress upgrades and plugin updates
- Weekly site files back-ups
- We send you a monthly report from our site management software (Orion)
- A development site for testing and training
- Site checked for broken links
- Spam comments removed
What it costs
Regular Care Plan – is based on 1 hour per month. (half the time split between maintenance and support). £1,008.00/annum (£84.00/month).
Support
- Phone and email support is limited to 6 hours/annum, then charged thereafter at the studio rate of £84/hour.
- Phone and email support is available during office hours. Please see our SLA for more details.
- Support hours are for troubleshooting existing problems and providing additional training where needed. Additional feature requests will be billed as new jobs.
- Unused support hours are non-transferrable.
Website administration
- If the client has Administrator level access to the WordPress install, the client agrees not to undertake any software updates of the WordPress installation or plugins themselves.
- If the client has Administrator level access to the WordPress install they must obtain consent from wave if they wish to add new plugins.
- Wave are not obliged to update plugins added by the client or other third parties during the course of this agreement.
- Wave reserve the right to disable plugins added by the client or other third parties during the course of this agreement, if they cause incompatibility issues with your WordPress install or plugins.
Maintenance and software updates
- This agreement allows 6 hours/annum to perform the website maintenance tasks stated above. Additional maintenance may be required and is charged thereafter at the studio rate of £84/hour.
- Wave will test software updates on your development site before performing updates on your live site.
- Software updates to the WordPress install and plugins may occasionally cause incompatibility issues. These can include (but are not limited to) unexpected site behaviour, bugs and functionality failure.
- Incompatibility issues will be evaluated on a case by case basis and a suitable resolution will be agreed with the client.
- If additional maintenance work is required to resolve issues arising from software updates, it will be charged at the studio rate of £84/hour.
- Wave will endeavour to check your site as thoroughly as possible for incompatibility issues after running updates, however it is ultimately the client’s responsibility to check the website is functioning correctly in general and after software updates.
- It is the client’s responsibility to inform wave if they think the website is not functioning correctly. Please see our SLA for more details.
- Wave are not obliged to work over and above the maintenance hours stated in this agreement.
- Unused maintenance hours are non-transferrable.
Browser compatibility
We support and test on desktops, tablets and mobiles. Using the latest versions of:
- Chrome (Mac and PC)
- Safari (Mac)
- Edge (PC)
- Firefox (Mac and PC).
The agreement
Agreements will be automatically renewed but cancelled at any time. A pro-rata refund will be honoured.
Wave reserve the right to amend or update agreements. It is our responsibility to inform you if we make a change to an agreement.
Service Levels
Below we outline our support services and response times of the wave web team when you have a problem with your website and have a Care Plan.
Contacting us
You can contact the web team by phone on 01424 235000, 07850 840317 or by emailing [email protected]. Felix Lozano is the main point of contact for the web team.
During working hours
You can report a problem to the web team by phone or email during office hours. Our business hours are 9.30am to 5.30pm (GMT) Monday to Friday, excluding public holidays.
Out of working hours
If you are experiencing a serious problem out of working hours you can report the issue by emailing [email protected]. This email is monitored out of hours, but not through the night.
Responsibilities
This section outlines the respective responsibilities under this agreement, so that we can provide a clear resolution process.
Our responsibilities
- Attempt to resolve website problems over the phone on the first call wherever possible
- Document the nature of the problem and confirm the category and likely speed of resolution with you.
- Communicate on your behalf with other suppliers where necessary – this includes your hosting company.
- Keep you notified of the progress we are making and the likely time/date that the issue will be resolved.
Your responsibilities
- Ensure that site users do not contact us directly to report or discuss problems.
- Provide necessary documentation and information where applicable.
- Ensure we have access to any of your stakeholders who may be needed to help with the issue resolution.
Resolution process
When we are notified, problems are assigned to one of the three categories listed below, based on their severity. The category may be changed after initial investigation.
Category 1 – Total site failure
These problems are as follows:
- Issues that render the site as a whole or any vital function unusable
- Actions that compromise the security of the site or data held within
Once we’ve received notification, we respond as follows:
- We acknowledge immediately and begin investigation work within 30 minutes (except out of hours)
- We contact the hosting supplier if required
Category 2 – Partial site failure
These problems are as follows:
- Issues that limit the functionality of the site to a degree where a user is not able to use the site to its fullest extent
- Regular compromises of the user experience
- Data held or logged by the webserver is corrupt
Once we’ve received notification, we respond as follows:
- We acknowledge immediately and begin investigating the issue within 1 hour (except out of hours)
- We begin work within 4 working hours
Category 3 – Performance issues, minor issues and troubleshooting
These problems are as follows:
- Issues causing the site constantly to function slowly, but correctly
- Minor faults where the whole website works well but parts are not functioning correctly, but this does not affect the overall impact of the site
- Internal or external 404 (page missing) errors
Once we’ve received notification, we respond as follows:
- We acknowledge immediately and begin investigating the issue within 1 working day
- We endeavour to begin work within 4 working days
While the issue resolution is underway, we also check the status of security and plugin updates that are available and make recommendations on updates if required.
If you have entered into a Care Plan agreement with wave prior to a problem being reported, any support hours worked will be deducted from your annual allowance.