Goals & Objectives
4Site will endeavor to provide valuable and consistent support to you, our Client, by:
- Presenting you with a concise and measurable description of the services you are purchasing, and
- Matching the delivery of those services with your initial and informed expectations.
Service Description
Client support requests are managed as “Tasks,” or groups of Tasks, that are estimated to take less than 10 hours to fulfill. Services may include most technical tasks required to maintain or enhance a website on the Internet, including design, development, and strategy.
Initiating Service
To initiate service, the Client will submit a support Task to 4Site. 4Site maintains a support portal at app.productive.io to manage all support Tasks. The Client can log into their account and create a Task, or the Client can email support@4sitestudios.com to initiate a new support request.
Support Levels
Task Status: Regular
- All work and related communication and administrative time is billed at $275/hour
- Tasks will be acknowledged within 24 business hours.
- Time spent investigating and estimating the Task is billed at $275/hour
- We guarantee that all work will be estimated within 7 days.
- If we estimate the task will take 3 hours or less to complete, we will begin without waiting for approval unless approval is requested.
Task Status: Urgent
- All work and related communication and administrative time is billed at $412.50/hour.
- Tasks will be assigned to an agent within one business hour.
- Work will be estimated and started immediately after being assigned.
- Service agents will work consecutive business hours to completion.
4Site Responsibilities
- To update Tasks and communicate progress with clients as expeditiously as possible.
- To start the Task as soon as possible and to work as efficiently as possible.
Clients Responsibilities
- To submit all support requests via the ticketing system or email so that all information and subsequent conversation may be captured in a single location.
- To respond promptly to requests for information related to the service Task so that work can continue uninterrupted.
- To indicate via the Productive if work should stop or be rescoped in light of new information or the estimate.
Service Availability
4Site will respond to support Tasks submitted by the Client from 9 a.m. to 5 p.m. EST/EDT, Monday-through-Friday. Support will not be available during federal holidays.
Excluded Services
Requests for services that are estimated at more than 10 hours may be treated as a project and may require a separate contract. Also excluded under these Terms are support for website hosting or email delivery.
Invoicing
Support services time is billed in 15-minute increments from the moment the Task is first received and reviewed by the support administrator. Client will be invoiced on or about the first of each month for all support provided during the previous month, whether or not the all Tasks have been completed. Invoices for service will include the Task Name, a description of the Service, the name of the support agent who completed the task, and the amount of time worked.
Payment
Payment for services is due no more than 30 days after receipt of the invoice. The Client will be billed a late fee of five percent (5%) of the total amount owed if payment is not received in full, following the initial thirty (30) day period, and for each successive thirty (30) day period, or portion thereof, for any amount past due and owed by the Client to the Contractor.
