Terms & Conditions: Maintenance and Support Plan

TERMS AND CONDITIONS: WORDPRESS SUPPORT & MAINTENANCE PLAN
MacMillan Design LLC
Effective Date: July 1, 2025

This Agreement governs the provision of WordPress Support and Maintenance Services (“Services”) by MacMillan Design LLC (“Provider”) to the purchasing client (“Client”). By purchasing or subscribing to the Services, the Client agrees to the terms and conditions set forth herein.

1. Scope of Services

MacMillan Design agrees to provide website support and maintenance services limited exclusively to WordPress websites that were designed and built by MacMillan Design using its approved technology stack.

Included Services consist of: (a) monthly plugin updates with associated troubleshooting, (b) visual site inspection after updates to verify functionality, (c) plugin security vulnerability monitoring and responsive mitigation, (d) 24/7 uptime and performance monitoring, (e) encrypted backups stored for a rolling 50-day period, (f) monthly database optimization to manage site bloat, (g) monthly site health reports delivered to the Client, (h) up to one (1) hour per month of support or maintenance, and (i) priority queuing for support requests during business hours.

The monthly hour of support may be used for services including but not limited to: plugin configuration, content editing using Client-provided copy and media, basic CMS training, and minor feature additions, provided such additions can be completed within the allotted time and do not require the purchase of additional software or licenses. If a proposed feature requires a paid plugin or third-party asset, the Provider will notify the Client and, upon approval, assist with procurement. The time required for such assistance shall be deducted from the monthly support hour.

Design services (including layout design, visual branding, or creation of new assets) and copywriting services (including content strategy, drafting, or long-form writing) are expressly excluded from the scope of Services covered under the included support hour. However, such services may be requested separately. If approved in writing by the Client, any resulting development work may be completed under the standard monthly support coverage.

2. Support Availability

Support is provided Monday through Friday between the hours of 9:00 a.m. and 5:00 p.m. Eastern Time, excluding U.S. federal holidays. MacMillan Design will respond to non-emergency support inquiries within one (1) business day. Support plan clients will receive priority handling ahead of non-support clients.

Client may designate any task as “urgent.” While MacMillan Design shall make reasonable efforts to accommodate urgent requests, all support requests are addressed in the order received, subject to resource availability.

3. Emergency Response

MacMillan Design shall provide emergency response for the following events: (a) website is offline or inaccessible; (b) confirmed site security breach or malware infection; (c) critical plugin failure resulting in major loss of functionality; or (d) site-wide transactional failure (e.g., checkout or form submission not functioning).

Emergencies will be addressed as soon as discovered or reported, and in all cases within four (4) business hours during standard support hours. Emergency response services are included within the monthly support hour.

4. Billing and Time Usage

Each subscription includes one (1) hour of support or maintenance services per calendar month. If a single request or group of requests exceeds the monthly hour, the following terms apply:

(a) A second hour within the same month will be billed at a discounted rate of seventy-five dollars ($75);

(b) Any additional time beyond two (2) hours in a month will be billed at the standard rate of one hundred dollars ($100) per hour;

(c) All billable time is measured and invoiced in fifteen (15) minute increments;

(d) MacMillan Design may, at its sole discretion, approve and perform up to thirty (30) additional minutes of service without Client’s prior written authorization, if required to complete an ongoing support task. Such time shall be invoiced according to the structure above.

Unused monthly hours shall not roll over to subsequent months. However, Client may request, in writing, to borrow support time from a future month. Approval of such requests is at the sole discretion of MacMillan Design and, if granted, the borrowed time shall be deducted from the next available monthly hour(s).

5. Client Responsibilities

Client agrees to provide and maintain uninterrupted administrative access to their WordPress website and access to their domain registrar, as required for service delivery. Client is responsible for supplying final, approved content and media for use on the site. Any delay by Client in responding to requests for approvals, content, credentials, or decisions will pause service delivery until such time as the requested item is received.

6. Platform Eligibility and Exclusions

This support plan is offered exclusively to clients with WordPress websites developed by MacMillan Design using its approved stack. MacMillan Design does not provide support for third-party platforms, services, or accounts including, but not limited to: email clients, marketing platforms, customer relationship management tools, cloud storage, analytics, or integrations with services such as Mailchimp, Salesforce, HubSpot, Slack, Google Workspace, or others.

IT support, including email configuration, DNS setup (other than for hosting), or workstation troubleshooting, is expressly excluded.

7. Cancellations and Refunds

No refunds or cancellations will be honored for plans purchased at a promotional or discounted rate. For standard-priced plans, Client may cancel after six (6) months and receive a prorated refund for any unused future service months. All cancellations must be submitted in writing.

8. Abuse and Termination

MacMillan Design reserves the right to suspend or terminate this agreement, with prorated refund of unused time, if Client engages in any of the following: (a) abusive, threatening, or unprofessional behavior; (b) repeated violations of the defined scope of services; (c) persistent failure to provide access, approvals, or necessary information; or (d) excessive or unreasonable usage of the plan not aligned with its intended scope.

9. Entire Agreement

This document constitutes the entire agreement between the Client and MacMillan Design with respect to the Support & Maintenance Plan. No other representations or agreements shall be binding unless made in writing and signed by both parties.