RMW Consultants Website Support Agreement
We’ll always do our best to fulfil your needs and meet your expectations, but it’s important to have things written down to know what’s what. Who should do what and when, and what will happen if something goes wrong.In this contract you wont find any complicated legal terms or long passages of unreadable text.
We’ve no desire to trick you into signing something that you might regret later. What we do want is what’s best for both parties, now and in the future.
So in short:;- You (registered user of rmwconsultants.com located at (the address provided in your account) (“You”) are hiring us RMW Consultants ltd (“We or Us”) to:
Maintain, manage & update your website for the total monthly support package price, as outlined on our support page.
Your selected support package entitles you to the following;
2 hours of web development per month (‘Helping Hand Support Package’)
5 hours of web development per month (‘Casual Support Package’)
10 hours of web development per month (‘Part Time Support Package’)
25 hours of web development per month (‘Full Time Support Package’)
24/7 Support via our online ticketing system.
Website Review & SEO report – provided within 3 weeks of signup.
Setting up your Google Analytics account if not already created.
Plugin and theme update management – (we automatically update your theme and plugins once stable tested updates are available – subject to the amount of updates required, a small amount of your time allowance may be allocated to this.)
Speed & Security Upgrades – Added to all sites as standard (includes website vulnerability testing, optimising site database and images and installing and setting up a security plugin.)
WHAT CAN I USE MY WEBSITE DEVELOPMENT HOURS FOR?
Your development hours can be used for anything related to your website, or directly connected to your website (like domain, hosting, emails etc) for example;
WHAT YOUR WEBSITE DEVELOPMENT HOURS CAN’T BE USED FOR?
There are some limits to what we can provide via your support package, mainly due to the amount of hours required for the tasks, as follows;
HOW DO I USE MY HOURS (REQUEST WORK AND SUPPORT):
To use your hours, please login to your account at http://rmwconsultants.com and raise a support tickect with the ‘Website Support’ department.
Please include as much information as possible about the changes / edits / upgrades you would like completed. Our team will respond with confirmation or questions / comments within 2 hours of your request.
We will provide you with a) a time scale for the work (in hours) and b) the time frame for completion. We endeavour to have completed all support requests within the given timeframe subject to a) the tasks required, and b) all information being provided in a timely manner.
OUR FULL TERMS & CONDITIONS ARE BELOW
PLEASE READ THESE – YOUR PAYMENT IS TAKEN AS ACCEPTANCE.
WHAT DO BOTH PARTIES AGREE TOO?
You: You have the authority to enter into this contract on behalf of yourself, your company or your organisation.You’ll provide us the assets and information that we tell you we need to complete the project. Doing so in a timely manner and providing it in the formats we ask for are crucial aspects of getting the project tasks completed as quickly and efficiently as possible. You’ll review our work, provide feedback and approval within 1 week of completion.
Us: We have the experience and ability to do everything we’ve agreed with you and we’ll do it all in a professional and timely manner. We’ll endeavour to meet every deadline that’s set and on top of that we’ll maintain the confidentiality of everything you give us.
Unless agreed separately, we’re not responsible for creating text or ‘content’ for your website or creating every page on your website.
We can provide professional copywriting services, so if you’d like us to create new content for you, we can provide a separate estimate for that.
GRAPHICS AND IMAGERY
You should supply graphic files in an editable, vector digital format. You should supply photographs in a high resolution digital format. If you choose to buy stock photographs, we can suggest stock libraries. If you’d like us to search for photographs for you, we can provide a separate estimate for that.
We normally suggest the awesome open source wordpress CMS system but happily provide support for sites built on other platforms as per your requirements.
Browser testing no longer means attempting to make a website look the same in browsers of different capabilities or on devices with different size screens. It does mean ensuring that a person’s experience of a design should be appropriate to the capabilities of a browser or device.
We test our work in current versions of major desktop browsers including those made by Apple (Safari), Google (Chrome), Microsoft (Edge), Mozilla Firefox and Opera. We’ll also test to ensure that people who use Microsoft Internet Explorer 11 for Windows get an appropriate experience. We won’t test in other older browsers unless we agreed separately. If you need an enhanced designs for an older browser, we can provide a separate estimate for that.
MOBILE BROWSER TESTING
Mobile browser testing using popular smaller screen devices is essential in ensuring that a person’s experience of a design is appropriate to the capabilities of the device they’re using. We test our designs in:
iOS 9: Safari, Google Chrome Android: Google Chrome on Android Emulator
We won’t test in Blackberry, Opera Mini/Mobile, specific Android devices, Windows or other mobile browsers unless we agreed separately. If you need us to test using these, we can provide a separate estimate for that.
SEARCH ENGINE OPTIMISATION (SEO)
We can’t guarantee #1 spots for your website’s search engine ranking, as any company that offers such guarantee would be lying, we do guarantee our SEO work is of the highest standard.
WEBSITE, DOMAIN, HOSTING, EMAIL 24 HOUR TECHNICAL SUPPORT
Our staff will do all they can to assist you with your website at all times, but any additional changes or work required outside of your monthly hours will be billed as extra.
The 24 hour support service is provided by our online ticketing system, we endeavour to reply to all support requests within 2 hours, 24 hours a day 7 days a week. This is of course subject to current demand, workload, type of issue and other factors but we promise to be working on your issue as soon as physically possible. Support requests can be made by telephone (+44 (0)1342 555 402) during office hours (Mon – Fri / 9am-6pm & Sat 10am-2pm).
We endeavour to provide accurate time estimates for the work requested and always overestimate to ensure you either use the hours quoted, or are left with some time at the end.
We time our work on your website using an online system, and can provide a full report on time spent if required. Please note hours are on a per month basis and do not ‘rollover’.
In the event you use all of your allocated hours, additional hours can be purchased at the set package rate. (£40ph/helping hand. £35ph/Casual. £30ph/Part Time. £25ph/Full Time). Support packages can also be up or downgraded at the beginning of a new month.
INTELLECTUAL PROPERTY RIGHTS
Just to be clear, “Intellectual property rights” means all patents, rights to inventions, copyright (including rights in software) and related rights, trademarks, service marks, get up and trade names, internet domain names, rights to goodwill or to sue for passing off, rights in designs, database rights, rights in confidential information (including know-how) and any other intellectual property rights, in each case whether registered or unregistered and including all applications (or rights to apply) for, and renewals or extensions of, such rights and all similar or equivalent rights or forms of protection which subsist or shall subsist now or in the future in any part of the world.
First, you guarantee that all elements of text, images or other artwork you provide are either owned by your selves, or that you’ve permission to use them. When you provide text, images or other artwork to us, you agree to protect us from any claim by a third party that we’re using their intellectual property.
We guarantee that all elements of the work we deliver to you are either owned by us or we’ve obtained permission to provide them to you. When we provide text, images or other artwork to you, we agree to protect you from any claim by a third party that you’re using their intellectual property.
Please note we remain ownership of any intellectual property rights we’ve developed prior to, or developed separately from this project and not paid for by you. We’ll own the unique combination of these elements that constitutes any complete design and we’ll license its use to you, exclusively and in perpetuity for this project only, unless we agree otherwise.
DISPLAYING OUR WORK
We love to show off our work, so we reserve the right to display all aspects of our creative work, including sketches, work-in-progress designs and the completed project on our portfolio and in articles on websites, in magazine articles and in books.
THE SMALL PRINT
- Neither of us can transfer this contract to anyone else without the other’s permission.
- We both agree that we’ll adhere to all relevant laws and regulations in relation to our activities under this contract and not cause the other to breach any relevant laws or regulations.
- This contract stays in place and need not be renewed. If for some reason one part of this contract becomes invalid or unenforceable, the remaining parts of it remain in place.
- Although the language is simple, the intentions are serious and this contract is a legal document under exclusive jurisdiction of English and Welsh courts.
RMW Consultants – Barclays UK Account (£ GBP)
Account Number: 40179337
Sort Code: 20-23-98
IBAN Number: GB18 BARC 202398 401793 37
SWIFT Code: BARCGB22
Reference: (Company or Domain name)
We issue invoices electronically, through your account on our website (http://rmwconsultants.com/clientarea) here you can view all previous and outstanding invoices along with manage your details and services.
OUR PAYMENT TERMS ARE SIMPLE:
For all services; payment is due in full prior to work or the package commencing.
Please note we accept bank transfers, cheques, cash and all major debit and credit cards via Paypal. Please note that due to merchant banking fees we reserve the right to charge 3% on all credit card transactions if required.
All proposals are quoted in GBP and payments will be made at the equivalent conversion rate at the date the transfer is made.
You agree to pay all charges associated with international transfers of funds. The appropriate bank account details will be printed on our electronic invoice. We reserve the right to charge interest on all overdue debts at the rate of 10% per month or part of a month.