Support & Maintenance Schedule
CP Agency Ltd
This Support & Maintenance Schedule ("Schedule") forms part of the Terms of Service between CP Agency Ltd ("CP", "we", "us", "our") and the Client.
This Schedule applies only where support or maintenance services are included in an agreed Proposal.
Where there is any conflict:
- The Proposal or any project-specific agreement takes precedence for scope, deliverables, and timelines
- The Terms of Service govern all other matters
- This Schedule applies unless expressly overridden in writing
- Review and respond to requests for feedback within reasonable timeframes
- Ensure that any content or materials you supply are lawful and accurate
1. Purpose of Support & Maintenance
Our support and maintenance services are designed to:
- Keep supported websites, platforms, or applications operating reliably
- Address issues, bugs, and reasonable day-to-day requests
- Provide technical assistance within the agreed scope
Support is intended to maintain existing systems, not to replace ongoing development, redesign, or feature expansion unless expressly agreed.
2. Platforms Covered
Support and maintenance may apply to, but are not limited to:
- WordPress websites
- Shopify stores
- Webflow sites
- Custom-built websites or applications
The specific platform(s) covered are defined in the Proposal.
3. What Support Typically Includes
Unless otherwise stated in the Proposal, support and maintenance may include:
- Monitoring for availability and critical errors (where applicable)
- Platform, theme, plugin, or app updates where supported
- Security updates and basic hardening
- Bug fixes relating to existing functionality
- Reasonable configuration or content adjustments
- Hosting support and liaison where hosting is provided or managed by CP
- Technical advice relating to the supported platform or stack
All support is provided on a reasonable endeavours basis.
4. What Support Does Not Include
Unless expressly agreed otherwise, support does not include:
- New features, functionality, or integrations
- New page builds, templates, layouts, or design work
- Redesigns or visual changes
- Performance optimisation beyond agreed scope
- Major refactoring or replatforming
- Recovery from unauthorised changes made by third parties
- Fixes arising from unsupported plugins, themes, apps, or custom code
- Issues caused by third-party services, platforms, or infrastructure
- Content creation, copywriting, SEO strategy, or marketing services
- Training beyond brief explanations directly related to support tasks
Where work falls outside scope, we will discuss options and pricing before proceeding.
5. Proposals and Project Work May Override This Schedule
From time to time, we may agree to deliver:
- New pages, templates, or designs
- Enhancements or changes outside standard support
- Project-based, campaign-specific, or one-off work
Where this occurs, the relevant Proposal or project agreement overrides this Schedule for the agreed scope and duration. This Schedule continues to apply to all other support activity.
6. Service Levels & Response Times (SLAs)
Response times relate to acknowledgement and initial assessment, not guaranteed resolution.
Unless otherwise agreed, the following targets apply during business hours:
• Critical issue
(Website unavailable, checkout failure, confirmed security incident)
Response within 4 business hours
• High priority issue
(Major functionality impaired)
Response within 1 business day
• Standard request
(Minor issues or general support)
Response within 2 business days
Resolution times depend on complexity, Client input, and third-party dependencies.
7. Peak Periods
Certain periods experience increased demand, including:
- Black Friday and Cyber Monday
- Christmas and New Year
- UK public holidays
- Other pre-notified peak periods
During peak periods:
- Non-critical requests may take longer to respond to
- Critical issues will continue to be prioritised
- Planned changes are encouraged outside peak periods where possible
8. Hosting Support, Backups, and Infrastructure
Where hosting is provided or managed by CP:
- We manage and support the hosting environment within the agreed scope
- The underlying infrastructure is operated by third-party providers under their own terms and service levels
- No hosting provider can guarantee uninterrupted availability, performance, or security
Where backups are in place as part of hosting or maintenance services, they are provided on a best-efforts basis only. No backup or restore process can be guaranteed, and we recommend that Clients maintain their own independent backups of critical data.
Where hosting or infrastructure issues arise, we will use reasonable efforts to investigate, mitigate, and liaise with the relevant provider.
Support SLAs do not apply to outages or failures caused by:
- Third-party hosting or infrastructure providers
- Network failures or external service disruptions
- Force majeure events
- Factors outside our reasonable control
9. Security Responsibilities
We take reasonable steps to maintain security in line with industry practices and the agreed scope of services.
However, no website, platform, or system can be guaranteed to be completely secure. Security threats, vulnerabilities, and attacks may occur despite appropriate precautions, and we do not warrant that security incidents will never arise.
10. Third-Party Services and Client Licences
Websites and platforms commonly rely on third-party services, including:
- Plugins, apps, or extensions
- Payment gateways
- Email, analytics, or marketing platforms
- APIs and integrations
Where services rely on Client-held licences, subscriptions, or accounts, the Client is responsible for maintaining these in an active and valid state. Issues arising from expired, inactive, or misconfigured licences may fall outside the scope of support and may require additional chargeable work.
We are not responsible for the availability, performance, security, or continued operation of third-party services.
11. Access and Third-Party Changes
Support assumes that:
- We retain appropriate access to the supported systems
- Changes are not made by unauthorised third parties
Issues caused by Client-side changes, access restrictions, or third-party modifications may require additional chargeable work.
12. Fair Use (Retainers)
Where support is provided on a retainer basis:
- Support time must be used reasonably and in good faith
- Excessive, repeated, or disproportionate requests may be reviewed
- Where usage consistently exceeds expectations, we may propose adjustments or alternative arrangements
This ensures fair service across all clients.
13. Suspension of Support
We may suspend support services where:
- Invoices remain unpaid
- Required access is unavailable
- Continued support would be unlawful, unsafe, or impractical
Suspension does not waive payment obligations under the Proposal or Terms of Service.
14. Client Cooperation
Effective support relies on timely cooperation.
Delays caused by missing information, delayed approvals, or unclear instructions may impact response or resolution times.
15. Communication Channels
To ensure requests are properly tracked and prioritised, support requests and instructions must be submitted via approved channels:
- Slack (where a shared workspace is in place)
- Approved project or ticketing systems
Requests sent via SMS, WhatsApp, social media, or other instant messaging platforms are not treated as valid support requests.
Phone calls or meetings may be used for discussion, but instructions and approvals must be confirmed in writing via an approved channel.
16. Updates to This Schedule
This Schedule may be updated from time to time. The version referenced in the applicable Proposal will apply unless otherwise agreed.
17. Relationship to the Terms of Service
This Schedule forms part of and is governed by the Terms of Service.
We reserve the right to charge interest on overdue amounts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, together with reasonable recovery costs, where applicable.
Suspension of services due to non-payment does not constitute termination of the agreement, and fees will continue to accrue in accordance with the agreed Proposal unless otherwise agreed in writing.
In the event of any conflict, the Terms of Service prevail unless expressly overridden in writing.
Need to Discuss Support?
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