Support Agreement
Webx Design Business Support Agreement
Business Support Terms and Service Credits
- Document type: Business Support service agreement
- Applies to: Business Support add-on packages only
- Service provider: WEBXSOLUTION LIMITED (trading as Webx Design)
Website: https://webxdesign.co/
1. Parties and Purpose of This Agreement
This agreement explains how Business Support plans are provided by WEBXSOLUTION LIMITED, a company trading as Webx Design (“Webx Design”, “we”, “us”, or “our”), in relation to websites and related services operated or supported by us (collectively, the “Website”).
This agreement sets out the scope of Business Support, how support requests must be submitted, how support time is recorded, the applicable response commitment, and the service credit process where the response commitment is not met.
Business Support is an optional add-on service. It is separate from any website package, maintenance plan, hosting service, domain service, software licence, extension licence, email service, or other service supplied by Webx Design unless expressly stated otherwise in writing.
2. Business Priority Support Packages
Business Support is provided as Business Priority Support.
Business Priority Support is a monthly support service that gives eligible clients access to a defined monthly allocation of support time, preferential support rates, scheduled support capacity, and a response commitment during office hours.
The package selected by the client, including the monthly allowance, price, and any applicable overage rate, will be confirmed at the point of order, in the client portal, proposal, invoice, or other written agreement.
Current package information may be displayed in the Webx Design client portal/shop:
View current Business Priority Support packages
All prices are exclusive of VAT unless stated otherwise.
Webx Design may update its package names, pricing, allowances, and overage rates from time to time. The applicable terms will be those confirmed when the client places an order, renews the service, or receives written confirmation from Webx Design.
3. Monthly Support Allowance
Each Business Priority Support plan includes a defined monthly support-time allowance.
The monthly allowance may be used for support work reasonably related to the client’s Website, including (but not limited to) updates, content changes, troubleshooting, advice, and general website management support.
This includes assistance with most day-to-day website tasks and issues. However, it does not include custom development, new feature builds, major enhancements, or any work that would reasonably be treated as a separate project, unless otherwise agreed in writing.
Business Support does not provide unlimited support. Once the monthly allowance has been used, further work may be paused until the client approves additional chargeable time.
Any approved additional work will be charged at the applicable Business Priority Support overage rate, unless otherwise agreed in writing.
The overage rate is lower than the standard pay-as-you-go rate and reflects the client’s active Business Support subscription.
Unused support minutes expire at the end of each month.
The monthly support allowance is scheduled, allocated, and reserved in advance for that specific month. Unused time cannot be carried forward because doing so would affect Webx Design’s ability to manage support capacity, maintain response commitments, and provide consistent service levels to all Business Priority Support clients.
4. Office Hours
Business Priority Support is provided during Webx Design’s normal office hours:
Monday to Friday, 7:30am to 5:00pm
Office hours exclude:
- Weekends
- Public holidays
- Bank holidays
- Notified company closure periods
- Any period where Webx Design has notified clients that support availability is reduced or unavailable
Support requests submitted outside office hours will normally be treated as received at the start of the next working period.
5. Response Commitment
For eligible Business Priority Support clients, Webx Design will aim to respond to correctly logged new support requests within four working hours.
For the purposes of this agreement, a “response” means that Webx Design has acknowledged, reviewed, or replied to the support request.
A response does not mean that the request will be fully completed or resolved within four working hours. Webx Design will, however, aim to progress and resolve requests as quickly as reasonably possible, taking into account the nature, urgency, complexity, and cause of the issue.
Resolution times are not guaranteed unless Webx Design has expressly agreed a specific resolution commitment in writing.
Response times apply per individual support request and do not apply cumulatively across multiple requests.
6. Submitting Support Requests
To ensure support requests are tracked correctly, clients must submit requests through Webx Design’s approved support process, normally via the Webx Design client portal or support ticket system.
Only requests submitted through the approved support process, or by email from a registered email address, will be treated as correctly logged support requests for the purposes of response times and service credits.
Requests submitted from non-registered email addresses, or via WhatsApp, text message, telephone, social media, or any other informal channel, will not be treated as correctly logged support requests unless Webx Design confirms that the request has been added to the support system.
For response-time and service-credit purposes, the relevant time is measured from the point at which the support request is correctly logged in the approved support system.
7. Support Time Tracking and Monthly Reports
Support time may include all reasonable work connected with an eligible support request, including:
- Reading and reviewing the request
- Clarifying the issue or requirement
- Investigating the issue
- Communicating with the client
- Carrying out website changes
- Testing work completed
- Liaising with third-party providers where required
- Providing advice or guidance
- Recording work completed
- Administering the support request
Support time is deducted from the client’s monthly Business Priority Support allowance and recorded against each support request.
Clients may view their support usage at any time by logging into the client portal and navigating to:
My Accounts > Business Priority Support > Support Package
At the end of each month, Business Priority Support clients may receive an itemised support report and invoice showing how support time has been used.
The report may include dates of support activity, ticket references, time spent, and notes describing the work carried out.
8. Included Support
Business Support may include reasonable assistance with:
- Website content edits
- New landing pages
- Minor website amendments
- Joomla CMS support
- YOOtheme-related support
- Extension-related support where the extension forms part of the supported website setup
- Website troubleshooting
- Minor layout or styling changes
- Advice on website functionality
- Hosting-related support queries
- Maintenance-related support queries
- Website performance queries
- Site monitoring queries where included
- SEO monitoring queries where included
- General website guidance
Minor landing pages and simple content additions may be included; however, more substantial content creation, multi-page builds, or structured campaigns may be treated as separate project work.
The exact scope of support depends on the client’s selected package and any written agreement between Webx Design and the client.
9. Excluded Support
Unless expressly agreed in writing, Business Support does not include:
- New website builds
- Major redesigns
- Substantial new content sections
- Custom development projects
- Complex new functionality
- Third-party software development
- Support for systems not built, hosted, maintained, or approved by Webx Design
- Support for applications outside the supported website platform
- Large-scale SEO campaigns
- Paid advertising management
- Copywriting campaigns
- Mailbox migration
- Domain recovery work
- Malware recovery caused by client negligence, weak passwords, or unauthorised access
- Work caused by unauthorised client or third-party changes
- Any work that would reasonably be treated as a separate project
Where a request falls outside the scope of Business Support, Webx Design may, at its discretion, decline the request, provide a separate quotation, or carry out the work at the applicable standard or agreed rate.
10. Bugs, Maintenance and Business Support
Business Support is separate from website maintenance and any website package supplied by Webx Design.
Where an issue is confirmed by Webx Design to be covered under a separate maintenance agreement, Webx Design will usually address it under that maintenance arrangement rather than deducting time from the client’s Business Support allowance.
Where investigation shows that the issue is caused by client changes, third-party changes, unsupported software, expired licences, external systems, unauthorised access, custom development, or work outside the maintenance agreement, Webx Design may deduct time from the Business Support allowance or charge separately.
11. Service Credits
If Webx Design fails to meet the response commitment for an eligible Business Priority Support request, the client may be entitled to a service credit in accordance with this agreement.
Service credits are intended to provide a fair and proportionate remedy where Webx Design has not met the agreed response schedule.
Service credits are not cash refunds. They are account credits applied to the client’s Webx Design client portal account and may be used against future eligible invoices.
Service credits apply only to correctly logged support requests submitted through the approved support process.
Service credits are calculated by reference to working hours only and do not include evenings, weekends, public holidays, bank holidays, notified closure periods, or any period outside Webx Design’s normal office hours.
Service credits are the client’s sole and exclusive remedy for any failure by Webx Design to meet the stated response commitment.
12. Service Credit Levels
Service credits apply only to the monthly Business Priority Support service fee.
They do not apply to website package fees, website maintenance fees, hosting fees, software licences, extension licences, domain services, email services, third-party services, project work, one-off work, additional chargeable time, or any other non-support charges.
Where Webx Design fails to respond to a correctly logged new support request within the agreed response window, the following service-credit structure may apply:
| Response Delay | Service Credit |
|---|---|
| 0 to 7 working hours | No credit |
| 8 to 13 working hours | No credit |
| 14 to 19 working hours | 15% of the monthly Business Priority Support service fee |
| 20 to 26 working hours | 25% of the monthly Business Priority Support service fee |
| 27 working hours or more | 100% of the monthly Business Priority Support service fee |
Service credits are capped at 100% of the monthly Business Priority Support service fee for the affected monthly period.
For example, if the client subscribes to a Business Priority Support plan, any approved credit will apply only to the monthly charge for that support plan. It will not apply to maintenance, hosting, licensing, website package fees, domain services, third-party services, or any other recurring or one-off service.
13. Requesting a Service Credit
To claim a service credit, the client must submit a written request within seven (7) days of the relevant response delay occurring.
The request must include:
- The relevant support ticket or request reference
- The date and time the request was submitted
- Details of the alleged response delay
- The reason the client believes a service credit applies
If the client does not request the service credit within seven (7) days, the right to claim that service credit may be forfeited.
Webx Design will review the request and, where approved, apply the credit to the client’s account in the client portal.
Credits can normally be viewed by logging into the client portal and going to:
Account > Billing
14. When Service Credits Do Not Apply
Service credits do not apply where the delay, issue, or inability to respond is caused by circumstances outside Webx Design’s reasonable control.
This includes, but is not limited to:
- Client delay in providing information, access, files, approval, or feedback
- Incorrect, incomplete, or unclear support requests
- Requests not submitted through the approved support process
- Requests submitted outside office hours
- Third-party supplier delays
- Hosting-provider outages outside Webx Design’s direct control
- Domain, DNS, or email-provider issues outside Webx Design’s direct control
- Software-vendor issues or licence restrictions
- Expired, suspended, or unpaid third-party licences
- Security incidents caused by client action, weak passwords, or unauthorised access
- Loss of internet connectivity, power failure, or force majeure events
- Bank holidays, weekends, or notified closure periods
- Work that falls outside the agreed Business Support package
- New project work, feature development, or larger changes requiring separate quotation
- Suspension of services due to unpaid invoices or breach of terms
Service credits do not apply to resolution time unless Webx Design has expressly agreed a specific resolution commitment in writing.
15. Cancellation of Business Support
Business Support is an optional add-on service.
A client may cancel their Business Priority Support plan by giving two months’ written notice.
Notice must be provided in writing by email, support ticket, letter, or another written method accepted by Webx Design.
When Business Support is cancelled, Webx Design will stop providing the monthly Business Support allowance from the agreed cancellation date.
Cancellation of Business Support does not cancel any website package, website maintenance, hosting, software licensing, extension licensing, domain services, email services, or any other ongoing services supplied separately by Webx Design.
Those services are separate and will continue unless cancelled separately in accordance with their own terms.
16. Client Responsibilities
To help Webx Design provide Business Support effectively, the client must:
- Submit support requests through the correct support process
- Provide clear and accurate details of the issue or request
- Provide access, passwords, files, approvals, or information where required
- Respond promptly to questions or requests for clarification
- Review and approve work where required
- Avoid making unauthorised changes that may affect the Website
- Notify Webx Design of urgent issues through the approved support channel
- Pay invoices on time
- Keep contact and billing details up to date
- Ensure third-party accounts, licences, or services under the client’s control remain active where required
Delays caused by missing information, lack of access, slow client responses, client changes, or third-party issues will not count as Webx Design response failures.
17. Payment and Suspension
Business Priority Support packages are normally billed monthly.
If invoices are not paid on time, Webx Design may suspend Business Support until the account is brought up to date.
Suspension does not remove the client’s responsibility to pay outstanding invoices or agreed charges.
Service credits will not apply during any period where Business Support is suspended due to unpaid invoices, overdue charges, or breach of terms.
18. Changes to Business Support Plans
Webx Design may update its Business Support packages, pricing, allowances, response commitments, service-credit structure, support process, or related terms from time to time.
Where changes materially affect an existing client, Webx Design will provide reasonable notice.
Existing clients may remain on their current plan until renewal, review, or agreed migration to a new plan, unless otherwise stated in writing.
19. Limitation of Service Credits
The maximum service credit available in any monthly billing period is limited to 100% of the monthly Business Priority Support service fee for that period.
No service credit shall be payable as cash, transferred to another party, or applied to unrelated services unless Webx Design agrees otherwise in writing.
Service credits shall not relieve the client of their obligation to pay any outstanding invoices, charges, fees, or other sums due to Webx Design.
20. Summary
Business Support is an optional monthly add-on service that provides access to a defined amount of support time each month.
It is separate from any website package, website maintenance, hosting, extension licensing, domain services, email services, or other recurring services.
If Webx Design fails to meet the response commitment for an eligible Business Support request, approved service credits will be added to the client’s account in the client portal.
Service credits apply only to the monthly Business Priority Support service fee and do not apply to any other fees, services, or charges.
21. Legal Note
This document is intended to set out Webx Design’s Business Support terms in clear contractual language. It should be read alongside the client’s proposal, order, invoice, and any signed agreement.
Where there is a conflict between this document and a signed agreement, the signed agreement shall take priority unless otherwise agreed in writing.
Webx Design recommends that clients seek independent legal advice where they require clarification on their contractual obligations.