Crown Internet LLC Support Terms of Service
Beyond our Standard Maintenance Plan, which comes included in your hosting or server plan, we offer 2 (two) prioritized maintenance options. The Monthly Retainer Plan, and the Hourly Billable Plan. All three options are outlined below:
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MONTHLY RETAINER PLAN:
The Monthly Retainer Plan sets aside 3 (three) hours of dedicated priority support per calendar month. Which means, that when a request is received exclusively via email to firstname.lastname@example.org, such request is marked priority and becomes the item in which Crown Internet, LLC diligently works on to resolve and/or complete. There is a $255.00 monthly retainer fee, billed with a credit card on the 26th of each month for this plan. Any unused hours do not roll over to the next month. This plan is only available with a 6 (six) or 12 (twelve) month agreement. Should more time be required than the 3 (three) dedicated monthly hours to resolve/complete a request, additional time is billed at only $70.00 p/hr. (a $55.00 p/hr. savings over our standard hourly rate). All additional time required to complete a request is discussed during the initial 24 (twenty four) hour period with as much detail as possible. Any time accrued to respond and generate a written assessment is not considered part of the 3 (three) dedicated monthly hours, but rather included in the overall service package. See Quality of Service (QoS) Agreement below for more details.
A baseline VPS (Virtual Private Server) server is included with this plan. A $75 p/mo value. A baseline VPS comes with the following specs: cPanel/WHM ($15 p/mo value), CENTOS 7.3 x86 64 bit Architecture, 2 Intel Processors clocked at 2399.996 MHz, 40GB SSD hard drive with 1GB Ram and 1TB monthly transfer, with full server management support.Should this plan be cancelled prior to the 6 (six) or 12 (twelve) month agreement, any previous time spent during the active portion of the agreement will be back charged to the full $125 hourly rate (a $55 fee for each pervious hour worked during the active agreement period). Cancellation of this plan would also include the $55.00 back billing of any used or unused dedicated monthly support hours (the 3 (three) monthly dedicated priority support hours) associated with this plan.
An example of how this plan might work is outlined below:1) A request to add three new products to the web site and update the blog is received from client.
2) An initial response (may be automated) is sent to client within 1 (one) hour indicating the request was received.
3) An extensive review of the request is conducted. Time assessment/estimate and report to complete is sent to customer within 5 (five) hours.
4) Requests are commonly completed within 24 (twenty four) hours depending upon when the initial request was received or weather outside factors are involved, preventing a shorter resolution time. Certain requests may take longer than 24 (twenty four) hours to resolve. Such situations will be communicated during the time assessment period.
Common scenarios with this plan:
a) A request that takes longer than the 3 (three) priority support hours included in the maintenance plan. Any additional time needed beyond the allotted hours will be quoted during the time assessment period. The additional time will be agreed upon before any work has been started. Once the additional work has been completed, such time will be invoiced and processed immediately with a credit card held on file. Additional time is billed at the discounted rate of $85.00 p/hr (a $40.00 p/hr savings over our standard hourly rate).
HOURLY BILLABLE PLAN:
The Hourly Billable Plan is exactly the same as the Monthly Retainer Plan with two exceptions; there is no monthly retainer fee and all time is billed in hourly increments of $150.00 p/hr. Any and all time, including email, phone calls, written assessments and time spent to resolve/complete the request is billed at this hourly rate. There is no monthly commitment as this plan is implemented only when a request is received. All charges are based on the accrued time to assess/resolve/complete. All time accrued to respond and generate a written solution is considered billable time.This plan also gives you priority support with a detailed plan of action and a targeted resolution time of 24 (twenty four) hours. However, the hourly rate is higher as there is no monthly retainer commitment. You only pay for the priority hours that are billed, including time to asses and diagnose the original request. See Quality of Service (QoS) Agreement below for more details.
An example of how this plan might work is outlined below:
1) A request to add three new products to the web site and update the blog is received from client.
Common scenarios with this plan:
a) Any and all time accrued is billed in full hourly increments.
QUALITY of SERVICE (QoS) AGREEMENT:
The QoS agreement for both the Monthly Maintenance Plan and the Hourly Billable Plan come with priority support with a 1 (one) hour initial response time (inside normal working hours of 8:00am - 5:00pm, M-F, Arizona time). A single initial response is the expectation within the normal working hours of 8:00am - 5:00pm, M-F, Arizona time for all tickets received within the same time frame of the working hours of 8:00am - 5:00pm, M-F, Arizona time. An initial response may be automated using our support ticketing tool. Both plans come with a prioritized investigation/assessment of the issue/request to better understand the problem/request. This coordinated written assessment and time frame to complete the request will be issued within 5 (five) hours of the initial request (inside normal working hours of 8:00am - 5:00pm, M-F, Arizona time). And finally, each maintenance/support plan comes with a resolution/completion time frame, as only within our natural ability and means, and not dependent upon third party solutions, or larger scope of work or project size within 24 (twenty four) hours. Requests should be expected to be resolved and/or completed within this time frame. In certain occasions, additional time may be requested for us to complete the request, such additional time would be documented during the written assessment phase and any additional time needed, billable or otherwise, would be understood by both parties before the 24 (twenty four) hour time frame expires.
Requests that are received after 1:00pm, M-F, Arizona time, will carry over to the next business day for written assessment, resolution, and/or completion (see urgent request options below).
Requests during nights and weekends are available for both maintenance plans at a $200.00 p/hr. premium rate. Billable in hourly increments. Nightly hours are from 5:00pm - 8:00am weekdays during Arizona time. Weekend hours are from Friday at 5:00pm - Monday at 8:00am Arizona time. This does not impact server related support. See Server Maintenance below.
Should a web site maintenance request be determined to be a server related problem, and your site is hosted with one of our servers, you will not be billed any time for the resolution. This will be determined and communicated during the initial assessment of the originating request.
STANDARD MAINTENANCE PLAN:
If you do not wish to participate in a maintenance plan (two plans above), we attempt to respond within 24-48 hours during normal business days and work to complete the standard request as soon as possible or as our workload permits. Time for this standard maintenance plan is billable at $125.00 p/hr for any and all work. Any and all time, including email, phone calls, written solutions and time spent to resolve/complete the request is billed at this hourly rate. This is our standard option and is already in place for all customers as a default service provided by Crown Internet, LLC. By submitting a maintenance request to email@example.com, you agree to these terms and billable hourly rates.Common scenarios with this plan:
a) Any and all time accrued is billed in full hourly increments.
Urgent requests during nights and weekends are available for our Standard Maintenance Plan at a $200.00 p/hr. premium rate. Billable in hourly increments. Nightly hours are from 5:00pm - 8:00am weekdays during Arizona time. Weekend hours are from Friday at 5:00pm - Monday at 8:00am Arizona time. This does not impact server related support. See Server Support & Maintenance below.
Simply put URGENT in the subject of your email and we will prioritize accordingly.
Should a web site maintenance request be determined to be a server related issue, and not your hosted web site specifically, you will NOT be billed for the resolution time. This will be determined and communicated during the initial assessment of the originating request. The cost to resolve the server related issue is covered under our hosting agreement.
These terms may be updated at any time. By sending an email to firstname.lastname@example.org, you agree fully and completely agree to these support and maintenance terms.
SERVER SUPPORT & MAINTENANCE:
Server Support & Maintenance is separate from our site maintenance plans and always take priority. Priority server support comes included with your hosting and/or VPS package. The items listed above are for exclusive support of your web site and factors solely therein, not pertaining to a server. At times, servers are upgraded for security purposes and updates to your site are required. Should a server update cause malfunctions with your site, time on our end to correct such issues would be billable at our standard hourly rate if no maintenance plan is established, or billed in accordance to which maintenance plan you participate in. Should you subscribe to the Monthly Maintenance Plan, the discounted rate to correct an issue with your site is applied. All time is billable, either at the discounted subscriber rate, or the full rate associated to a particular plan.
Server support tickets are issued by sending an email to email@example.com. Should the request be a valid server related issue, and you are a shared, VPS or dedicated server client, time is not billed, as this is part of the hosting package in which you chose. Valid server support related items will alway be addressed as top priority and resolved as quickly as possible.
If it is determined, however, to be an issue outside of the server, related specifically to your site, such as a configuration, plugin, security risk, or upgrade issue pertaining to your site, all applicable fees apply as outlined above and in accordance to the maintenance plan in which you may subscribe.