8.1. All websites are designed on a bespoke basis for the Client unless use of a template is indicated in the original specification.
8.2. If there are extensive changes and updates that exceed the original specification and estimate then these will be seen as additional costs and will be quoted accordingly. Items added to the website specification AFTER the Client signed it off may incur extra charges, but the Client will be notified of these extra charges via email before commencement of the works.
8.3. Please note that, as with the nature of web development, the scope of work often increases as the project progresses. With this in mind, the initial specification and estimate are subject to change and so the Designer encourages all Clients to include a contingency to their web project budget in order to cover any unforeseen works and their associated costs. the Designer will inform and discuss any change in specification or cost with the Client via email, prior to commencement of the extra works.
8.4. the Designer reserves the right to charge a daily rate for the inputting of text into a website.
8.5. the Designer will oﬀer to Clients third party services such as those oﬀered by Google to enhance the performance of their websites. the Designer may include in quotations the setup and maintenance of such third party services. the Designer will not be liable to the Client for any interruption, non-performance, or cancellation of the provision by third parties of any such services.
8.6 Period of Support
8.6.1. designdough will agree with the Client the period of the support agreement (WSLA). Normally this will be a 12 month recurring arrangement. The cost and subsequent invoice will be raised for the full period, unless otherwise agreed, and be payable in advance of the period.
8.7 Support Availability: Monitored 9:00AM to 5:00PM Monday – Friday
8.7.1 Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day. Support Availability is bound by the terms stated in clauses (8.9 – 22.214.171.124).
8.8 Logging Support Tickets
8.8.1 Clients with an WSLA, will be able to log errors on their website or request updates to content that is not within their control. All requests should be emailed to firstname.lastname@example.org. Requests logged outside either of these routes will not be subject to the response times set out below. If designdough feel a request is outside what is covered by the support agreement, they will let the Client know and discuss the request as additional development and propose a solution and cost. Work on such a request would not be undertaken until agreement with the Client on the additional cost and approach.
8.8.2 PLEASE NOTE THAT DESIGNDOUGH SCHEDULE ALL SUPPORT REQUESTS FOR EITHER MONDAY OR FRIDAY 9AM-5PM UNLESS THE SUPPORT REQUEST IS DEEMED ‘URGENT’ OR ‘HIGH’. ALL OTHER SUPPORT REQUESTS WILL BE DEALT WITH ON EITHER A MONDAY OR A FRIDAY WITHIN THE TERMS SET OUT BELOW IN CLAUSES 8.9 – 126.96.36.199.
8.8.3 It is important to note that there are numerous reasons why a website could break, become unresponsive or cease to work correctly and that whilst designdough will endeavour to fix or repair the problem there may be third party issue at play. As such designdough cannot be held responsible for all problems. however designdough will always treat the supplier/client relationship with respect and work hard to locate, fix or offer advice on how to repair third party issues, errors or bugs.
8.9 Response Times
8.9.1 designdough will classify and triage all requests as one of the following and as such will aim to resolve each within the given times:
188.8.131.52 Urgent: an error which has caused the Website to be offline. E.g, the website is down/unresponsive or there is a clear security floor within the site. Response within 1 hour. Aim to resolve within 1 working day.
184.108.40.206 High: An error that is causing the site to load incorrectly, slowly. The site is not working correctly, for instance payment gateways or forms are unresponsive. Response within 1 hour. Aim to resolve within 2 working days.
220.127.116.11 Normal: an error that inhibits typical user experience. E.g Content is overlapping incorrectly, image links are broken, text alignment, third party plugin bugs. Response within 2 hours. Aim to resolve within 4 working days.
18.104.22.168 Low: An error deemed to be of low priority. Response within 2 hours. Aim to resolve within 5 working days.
22.214.171.124 designdough understands that client priorities will differ from client to client and as such there may be support requests that may be deemed urgent by one and high by another. Designdough will work with the client and agree on the priority wherever possible.
8.10 Support on work not covered with an WSLA
8.10.1 Where support requests are received from Clients on work that is not subject to an WSLA, designdough has no responsibility to respond and fix the error reported. However, designdough will always aim to respond to the Client with a resolution route and cost associated with this. All requests outside a support agreement are treated with low priority until agreement on any cost to look at the issue. Requests from Clients with an WSLA will always supersede requests from clients without WSLAs.
8.11 Invalidation of an WSLA
8.11.1 Should a Client have or gain access to their website code files and make changes themselves or edit settings in their content management system that are only available to super administration rights, this will be classed as frustrating the progress of a project contract (see clause 17.5) and the WSLA will become invalid. Any subsequent work to rectify any issues caused and to bring the website back to state it was before would be chargeable.