Reserve talent and resources with a guaranteed response time. When work is needed your team is already in place.
We realize the importance of your online business and want to be able to respond timely to your needs. The maintenance program is a great way to utilize our team and talent to supplement your team.
For our clients who wish to take care of some basic maintenance on their own we offer video support.
When you send in your request for a change, we record ourselves doing it and send you the video. This way – when you need to perform the task again in the future (but don’t quite remember how to do it) You have a video to guide you.
This is great for a price change or a change to a product or service that need to be done immediately – or for simple tasks you need to complete on a regular basis.
Guaranteed response time is determined by the Package selected as stated. Hours that are not used within one year from the date purchased do not expire but the guaranteed response time in no longer valid. Rollover hours will be scheduled for completion at Emery Designs Discretion.
Payments can be made by check, PayPal invoice, or auto-billed via credit card (for monthly payment plans). Upon hours expired, EMERY DESIGNS will require another payment to refresh the maintenance plan. Refreshing the plan extends the expiration date by one year. Receipts will be sent to the main client contact upon bank approval and clearing. Emery Designs estimates and tracks all used hours and will report updates notifying of account balance upon request.
If you require services that are outside the scope of work as defined in our agreement, you will be billed on a time and materials basis as outlines in a change order that will be submitted for approval. We reserve the right to hold work or shut down services if payments are egregiously overdue.
Timeframe: 5-10 Business Days
Upgrade: 1 hour spent = 1 hour charged
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Timeframe: 3-5 Business Days
Upgrade: 1 hour spent = 1.5 hours charged
“Days” outlined above are standard Monday thru Friday business days.
Response time is defined as EMERY DESIGNS attention and resources towards the issue, not completion of the specific issue. EMERY DESIGNS will continue to allocate resources until the issue is resolved. Typical response time is within 1 business day – usually the same day.
Fast and Rush upgrades have a 4 hours spent per day limitation
Timeframe: 2 Business Days
Upgrade: 1 hour spent = 2 hours charged
“Days” outlined above are standard Monday thru Friday business days.
Response time is defined as EMERY DESIGNS attention and resources towards the issue, not completion of the specific issue. EMERY DESIGNS will continue to allocate resources until the issue is resolved. Typical response time is within 1 business day – usually the same day.
Fast and Rush upgrades have a 4 hours spent per day limitation
