Terms

Summaries of Business Terms & Support

Our detailed business terms are contained within a range of agreement documents that relate to the services we provide to our clients.  Subject to the nature of the services we are asked to provide we will provide detailed terms accordingly.

The following aspects of business are covered on this page:

1. Commercials
2. Warranties
3. Support

Commercials

Below we summarise the commercial basis on which we operate:

• Web Design Agreements (including content management and ecommerce solutions)
  • Staged payments, typically:
    • 40% on order
    • 40% at start of loading client content or client training in how to load content
    • 20% prior to solution moving to live operation
• Web Hosting
  • Minimum 12 month agreement, payment in advance
    • Annually
    • Monthly
• Web solution support & maintenance
  • Minimum 12 month agreement, payment in advance
    • Annually
    • Monthly

All other services are subject to 50% of total estimated fees being paid at time of order and before work commences.

We regularly review market rates to ensure we are competitive and fair in what we charge.  Web design estimates are provisional until a design baseline is agreed.

Warranties

Warranties only apply to web solutions, meaning web sites of one type or another.

As a general standard we give a 1 year warranty for all web solutions that we design and place in a live state.  Live state means the solution has been made public or in the case of solutions that support internal business processes, is being used to support day to day business operations.  Solutions that are not in a live state are not covered under any warranty.

In some instances we do not provide any warranty once we have contractually released a solution.  These instances are fully communicated to customers at the outset of a project.

Warranties cover solutions as delivered into a live state.  We will fix any issues that arise that relate to the design and build of a solution we delivered.  Warranties may become invalid if a third party is engaged to change something we have done and in doing so the solution stops working as it should.  In these instances we reserve the right to charge for the time we may have to put in to fix issues.

As all the solutions we deliver inherently include the ability for users (with the necessary permissions) to add and amend a range of solution features  our warranty does not cover any user introduced changes.  We will naturally lend support if a user introduced change has resulted in an undesirable outcome.  Support may be charged for.

Support

We provide after sales support for all the products and services we deliver.  Unfortunately we cannot provide support for the products and services that may interact with what we have delivered.  For example, we deliver a web solution and you need a quick reminder of how to amend content on a specific web page.  This we can assist with.  Alternatively, you have a general problem with the PC you are using.  We can't help with this.

For web solutions we provide after go-live support at no charge for 60 days.  A warranty is typically provided that covers faults that need to be fixed but the warranty does not provide for general support.  For example, you have forgotten how to load specific types of content.  Support will be provide for this at no charge for 60 days after go-live.

We do offer support and maintenance contracts that extend support beyond 60 days.  If you have a contract with us then we naturally don't charge anything further for support.  If you don't have a contract we will charge for the time we give and our charges will be based on our standard hourly rate.