Site Support Subscription Agreement
This Support Subscription Agreement (“Agreement”) is entered into by and between DesignSpark Studio (hereafter “Provider” or “we”) and the client purchasing a Site Support Plan (hereafter “Client” or “you”). This Agreement governs the terms of the ongoing website support services provided by Provider to Client.
1. Services Covered
1.1 Provider agrees to deliver ongoing website support and maintenance services according to the plan tier selected by Client at the time of purchase.
1.2 Services may include, but are not limited to:
Theme/plugin updates
Content edits and minor layout adjustments
Speed and uptime monitoring
Backups and recovery
Security patches
Bug fixes and consultation
Specific inclusions depend on the selected Site Support Plan (Essentials, Plus, or Pro).
2. Plan Tiers and Support Time
2.1 Each plan tier includes a set number of support hours per month:
Essentials: 3 hours/month
Plus: 5 hours/month
Pro: 7 hours/month
2.2 Unused time does not roll over, except where explicitly stated (up to 2 hours may roll over for Plus and Pro plans, within the next billing month only).
2.3 Work is tracked by time spent per request. Clients will be notified as they approach their time limit.
2.4 Additional hours beyond the monthly allotment are available upon request and billed at the following hourly rates:
Essentials: $100/hour
Plus: $90/hour
Pro: $85/hour
3. Communication and Response
3.1 All requests must be submitted through the designated Slack channel or another approved system.
3.2 Provider works on requests one at a time and will respond within a reasonable time frame (typically within 2–3 business days, depending on the complexity).
4. Term and Renewal
4.1 This Agreement becomes effective upon subscription payment and renews automatically on a monthly basis unless canceled per Section 6.
4.2 Loyalty clients on legacy support plans will automatically receive a 20% discount when transitioned to a new Site Support plan.
5. Scope Limitations
5.1 Support Plans cover maintenance and incremental updates only.
5.2 Major projects — such as full site redesigns, full brand packages, or new feature builds — are not included and may require a separate contract and quote.
5.3 Any such work will be clearly scoped and approved before commencement.
6. Cancellation and Pausing
6.1 Either party may cancel this Agreement with at least 30 days’ written notice prior to the next billing cycle.
6.2 Clients on multi-month prepaid plans will retain access to support until the end of their prepaid term.
6.3 Plans may be paused (for one month max) by request, with written notice provided at least 30 days in advance. Paused plans do not retain unused hours.
7. Payment Terms
7.1 Subscription fees are due upon purchase and each renewal date.
7.2 Invoices for overage hours will be sent separately and are due upon receipt.
7.3 By purchasing a Site Support Plan, Client acknowledges and agrees that pricing may be updated at any time, with notice provided prior to the next billing cycle.
8. Confidentiality
Both parties agree to maintain confidentiality on any sensitive or proprietary information exchanged during the course of support work.
9. Liability
Provider is not liable for any damages (direct or indirect) resulting from website downtime, errors, updates, or third-party plugin behavior. Services are provided on a best-effort basis to maintain functionality and security.
10. Governing Law
This Agreement is governed by the laws of the state of Ohio, unless otherwise agreed in writing.
11. Refunds
All subscription fees are non-refundable, including for partial months or unused time.
By purchasing a Site Support Plan, Client acknowledges they have read, understood, and agreed to the terms in this Agreement.
