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: Webx Design / WebxSolution Ltd

Website: https://webxdesign.co/

1. Purpose of This Agreement

This agreement explains how Webx Design’s Business Support plans work, what is included, what is not included, how support requests are handled, and what happens if Webx Design does not meet the agreed support response schedule.

Business Support gives clients access to a defined amount of monthly support time for website updates, advice, assistance, troubleshooting and minor changes.

Business Support is an add-on support service only. It is separate from any website package, maintenance plan, hosting service, software licensing, domain service or other recurring website service supplied by Webx Design.

2. Business Priority Support Packages

Webx Design’s Business Support packages are provided as Business Priority Support.

Business Priority Support is a post-paid monthly support package with preferential rates. It gives clients scheduled support, a four-working-hour response commitment during office hours, and discounted support time compared with the standard pay-as-you-go hourly rate.

At the end of each month, clients receive an itemised support report and bill, helping them review how support time has been used and make informed decisions about future support requirements.

Business Priority Support packages are available in different monthly support allowances. The package selected by the client will be confirmed at the point of order, in the client portal, proposal, invoice or written agreement.

Current package options, prices, support allowances and overage rates are shown in the Webx Design client portal/shop:

View current Business Priority Support packages

Prices, package names, support allowances and overage rates may be updated from time to time. The applicable package, allowance and rate will be the one confirmed when the client places an order, renews their service, or receives written confirmation from Webx Design.

All prices are excluding VAT unless stated otherwise.

3. Business Support Plan Allowance

Each Business Support plan includes a monthly support-time allowance.

The client’s allowance depends on the Business Support package selected at the point of order. The agreed allowance will be confirmed in the client portal, proposal, order, invoice or written agreement.

The monthly allowance may be used for eligible support work, including minor website updates, content changes, troubleshooting, advice, website management support and other agreed support tasks.

Business Support does not include unlimited support. Once the monthly allowance has been used, further approved work may be charged at the applicable Business Priority Support overage rate shown in the client portal/shop or confirmed in writing.

Unused support minutes expire at the end of each month and do not roll over unless this has been agreed in writing.

4. Office Hours

Business Priority Support is provided during Webx Design’s normal office hours:

Monday to Friday, 9:00am to 5:00pm

This excludes:

• Public holidays
• Weekends
• Notified company closure periods
• Any period where Webx Design has informed 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 Support clients, Webx Design aims to respond to correctly logged new support requests within four working hours.

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. Some issues may require further investigation, client input, third-party supplier action, software-vendor support, hosting-provider involvement or additional development time.

Resolution times are not guaranteed unless Webx Design has agreed a specific resolution commitment in writing.

6. How Support Requests Must Be Submitted

To ensure that support requests are tracked correctly, clients must submit support requests through Webx Design’s approved support process, normally via the Webx Design client portal or support ticket system.

Support requests sent by email, WhatsApp, text message, phone call, social media or other informal routes may not be treated as 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 support request is measured from the time it is correctly logged in the approved support system.

7. Support Time Tracking and Monthly Reports

Support time may be used for any reasonable work connected with an eligible support request, including:

• Reading and reviewing the request
• Clarifying the issue
• Investigating the problem
• Communicating with the client
• Carrying out website changes
• Testing work
• 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 Support allowance.

At the end of each month, Business Priority Support clients receive an itemised support report and bill showing how support time has been used.

The report may include:

• Time recorded
• Dates of support activity
• Ticket title
• Time spent
• Notes from the Webx Design team explaining what was done

Clients can view support usage by logging into the client portal and going to:

My Accounts > Business Priority Support > Support Package

Where the requested work exceeds the available monthly allowance, Webx Design may pause the work and request approval for additional chargeable time. Approved additional support time will normally be charged at the Business Priority Support overage rate.

Unused support minutes expire at the end of each month.

8. What Is Included in Business Support

Business Support may include reasonable assistance with:

• Website content edits
• Minor website amendments
• Joomla CMS support
• YOOtheme-related support
• Extension-related support where the extension is 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

The exact scope depends on the client’s selected package and any specific written agreement between Webx Design and the client.

9. What Is Not Included in Business Support

Unless agreed in writing, Business Support does not include:

• New website builds
• Major redesigns
• New landing pages or 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 unless agreed
• 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
• Work exceeding the monthly Business Support allowance
• Any work that should reasonably be quoted as a separate project

Where a request falls outside the Business Support package, Webx Design may provide a separate quote or charge the work at the standard hourly 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 a covered maintenance issue or covered bug under a separate maintenance arrangement, Webx Design will usually address it under that maintenance arrangement rather than deducting the time from the client’s Business Support allowance.

However, 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 does not meet the agreed response commitment for an eligible Business Support request, the client may be entitled to a service credit.

Service credits are intended to provide a fair 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.

Where a service credit is approved, it will be added to the client’s account in the client portal, currently managed through HostBill.

Clients can view credits by logging into the client portal and going to:

Account > Billing

The credit will then be available against future eligible invoices.

12. Service Credit Levels

Service credits apply only to the monthly Business 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:

Service credits are calculated against the Business Support element only.

For example, if the client subscribes to a Business Support plan, the credit will apply only to the monthly charge for that Business Support plan. It will not apply to maintenance, hosting, licensing, website package fees or any other recurring service.

13. Requesting a Service Credit

Clients must request a service credit in writing within seven days of becoming eligible.

The request should include the relevant support ticket or request reference, the date and time the request was submitted, details of the response delay, and the reason the client believes a service credit applies.

If the client does not request the service credit within seven 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 portal account.

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 may include, 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 or unpaid third-party licences; security incidents caused by client action, weak passwords or unauthorised access; loss of internet connectivity; power failure; 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; and suspension of services due to unpaid invoices.

Service credits do not apply to resolution time unless Webx Design has agreed a specific resolution commitment in writing.

15. Cancelling Business Support

Business Support is an optional add-on service.

A client may cancel their Business 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 time allowance from the agreed cancellation date.

Cancelling Business Support does not cancel any website package, website maintenance, hosting, software licensing, extension licensing, domain services, email services or any other ongoing website services supplied separately by Webx Design.

Those services are separate and will continue unless they are 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 details of the issue or request, provide access, passwords, files or information when needed, respond promptly to questions, review and approve work when 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 in the client portal, and 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 or third-party issues will not count as Webx Design response failures.

17. Payment and Suspension

Business 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 or breach of terms.

18. Changes to Business Support Plans

Webx Design may update its Business Support packages, pricing, response commitments, service-credit structure or support process 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 their agreement.

19. Summary

Business Support is an optional monthly add-on service that gives clients access to a defined amount of support time each month.

It is separate from any website package, website maintenance, hosting, extension licensing, domain 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 under:

Account > Billing

Service credits apply only to the monthly Business Support service fee and do not apply to any other fees or services.

20. Legal Note

This document is intended to explain Webx Design’s Business Support terms in plain English. 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 advice where they require clarification on their contractual obligations.