Support Terms

Clear expectations make for better partnerships. Here's exactly what's included in our support plans and what falls outside the scope.

General Terms

Business Hours

Monday through Friday, 9am to 5pm Central Time. We're closed on major US holidays.

Response Time vs. Resolution Time

Response time means we've acknowledged your request and started triage. Resolution time depends on the complexity of the issue. Simple fixes may be same-day; complex problems take longer. We'll always keep you updated.

What's In Scope

• Troubleshooting and guidance
• Small fixes within your plan
• Questions about your existing tools and systems
• Recommendations and advice

What's Not Included

• New website builds or full redesigns (unless purchased with Full setup)
• New automation builds (requires a Setup package or separate quote)
• Migrations, complex networking, or data recovery (quoted separately)
• Emergency/after-hours incidents (quoted separately)
• Vendor costs (Google Workspace, domains, hosting, Zapier, Make, etc.)

Website Maintenance

For plans that include website maintenance, here's what that covers:

Included

• Basic updates and upkeep (platform, plugin, theme updates if applicable)
• Backups and uptime monitoring
• Small content edits (text, images)
• Basic form troubleshooting

Not Included

• New pages or sections
• Redesigns or layout changes
• Copywriting or content strategy
• SEO campaigns
• Custom development or new features

Automations

Maintained Means

• Fixing breaks when something stops working
• Updating connections when apps change
• Small logic tweaks to existing workflows

Not Included in Maintenance

• Building brand-new automations
• Major workflow redesigns
• Adding new tools or integrations to existing workflows

Questions?

If you're unsure whether something is in scope, just ask. We'll always be upfront about what's included and what requires additional work. No surprises.

Book a Tech Check to discuss your specific needs.