Website Management Terms of Service

1. Purpose

This Support Agreement outlines the terms under which Zealth Digital Marketing (“Zealth”) will provide website support services for Client websites. 

2. Scope of Services

Under this Agreement, Zealth will provide on-going support for websites built primarily on WordPress or Shopify platforms.

 Examples of support services include:

  • Content updates and styling adjustments 
  • Theme and plugin troubleshooting 
  • Configuration changes and bug fixes 
  • Third-party app or plugin integrations 
  • Consultation regarding best practices or technical recommendations 

This Agreement does not include:

  • SEO, paid advertising, or marketing services (available separately) 
  • Hosting or domain registration fees 
  • Guaranteed website uptime, rankings, or performance metrics 
  • Issues caused by third parties with access to the environment 

3. Support Hours and Communication

  • Hours of Operation: Monday – Friday, 9:00 AM to 5:00 PM (U.S. Central Time). 
  • Primary Support Channel: Email only — clients must email [email protected] to open a support ticket. 
  • Phone Support: Available by scheduled appointment only. 
  • Response Times: Zealth strives to respond to tickets within several business hours and typically resolves most requests within 24–48 hours, depending on complexity. 
    • Zealth does not offer formal SLAs. 
    • If more time is required, Zealth will notify the Client and provide an ETA. 

4. Emergency and Rush Requests

Clients may flag urgent requests by including #emergency in the subject line of their email.

  • These requests are prioritized to the top of the queue and billed at 1.5× the standard hourly rate. 
  • Sending duplicate emails for the same issue does not expedite resolution and may delay response times. 

5. Billing and Payment Terms

  • Hourly Rate: $100/hour, billed in 15-minute increments. 
  • Time Tracking: All work is tracked using Zealth’s browser-based ticketing software. 
  • Invoicing: 
    • Zealth issues detailed, line-item invoices on the first business day of each month. 
    • Each invoice includes a summary of all tasks, time spent, and associated costs. 
  • Payment Terms: NET 15. 
  • Accepted Payments: Electronic payment only (ACH or credit card). Zealth does not accept mailed checks. 

6. Support Plan Options

Clients may choose from one of two engagement models:

A. Ad-Hoc Support

  • No minimum commitment. 
  • Billed hourly at the standard rate ($100/hr). 
  • Invoiced monthly for all work performed. 

B. Monthly Support Subscription

  • Prepaid monthly bundle of hours sold at a 10% discount. 
  • Hours do not roll over month-to-month. 
  • Requires a credit card on file for automatic billing. 
  • May be bundled with Zealth’s Website Maintenance Service at additional discount. 

7. Client Responsibilities

To enable effective support, Client agrees to:

  • Provide Zealth with all necessary logins and credentials for the website, hosting, and related platforms. 
  • Notify Zealth of any third-party developers or agencies working on the same environment. 
  • Understand that Zealth may perform updates directly on production or use staging environments as appropriate. 
  • Maintain regular backups of the website (Zealth can provide this service separately if desired). 

8. Liability and Disclaimers

  • Zealth is not liable for any downtime, data loss, or revenue loss arising from website issues, third-party changes, or hosting failures. 
  • Zealth’s total liability under this Agreement shall not exceed the total amount paid by the Client in the preceding 30 days. 
  • Zealth makes no guarantees regarding SEO rankings, sales conversions, or marketing outcomes. 

9. Termination

Either party may terminate this Agreement with 7 days’ written notice.

  • Any outstanding work performed prior to termination will be billed at the standard rate.
  • Prepaid subscription fees are non-refundable.