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Website Maintenance

- Update content on website, any content to be updated to be provided by the Client.
- Act as a consultant for any projects that impact the Web Site and/or projects defined in the project specified above.
- Client to provide clear instructions of updates required.
- Update and keep all website navigation in order, both for internal website navigation and links to external websites, including both text and graphic navigation.
- Ensure the proper use of coding on the website by following recognised web standards for css and any other coding language used.
- Ensure website is search engine friendly through use of CSS, website structure, use of “alt” tags for graphic links and naming of file directories and files.
- Ensure the registration or renewal of domain names as directed by the Client.

Service Level Agreement Overview

Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Target Ink and party for the provisioning of Website maintenance required to support and sustain our product.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by both parties.
Contact details
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Support: 01892 800 400
(Available 9am - 5:30pm)
Email: support@maintenanceaccounts.com
Support supplied through TI maintenance system, phone and email.
(This is monitored between the hours of 9:30 and 5:30 Monday - Friday)

Our agreement to you:
All support requests will be responded to or where possible completed within 2 working days

What's included:

• Domain management
• Hosting management
• Domain renewals and transfers, costs included
• Updates to function security and code as they become available to us. Managed internally
• New pages that follow the design of an existing template (database driven elements do not apply, for example events sections, blogs, client login areas etc)
• Images, adding, deleting, replacing
• Text amends, as requested
• Colour changes, background, section, link text, text
• Movement of page elements on any given template. For example: the position of contact forms or point of sale.
• Links, adding deleting amending. Health check included with free SEO
• Full website health checks to be carried out monthly
• Changes to meta-information
• The addition of social media integration
• Updating of social media, on page as well as in code.
• The addition of video content, The update of existing video content
• Upload of blog articles, including images, links and downloads
• Upload of events articles, including images, links and downloads
• Addition of contact forms
• Amendments, addition and removal of fields within contact forms

What's not included:

• New template design, pages that cannot be created by repeating the layout of an existing page
• Design presentations or proofing on a pre live platform
• New functionality, a plug-in or a function not requested or required by the initial signed off website at the point of going live
• Copy writing
• Image editing (Uploading colouring and cropping is included)
• New design element generation, for example new Icons
• More than 5 new pages a month may incurs an extra charge

All amendments or updates not defined within this document may be treated as exclusions However where possible we will always endeavour to accommodate changes without additional costs.

Contact procedure

When contacting Target Ink via phone the following items should be available:

• Full explanation of how to reproduce any issues, including devise or browser information
• Specific user login details should be available
• Full description of problem
• Screen shot where possible
• Remote access to server where applicable

When contacting Target Ink via email the following rules should be adhered to:

• Only emails to support@maintenanceaccounts.com will be
• Specific user login details should be available given
• Full description of problem
• Screen shot where possible
• Remote access to server where applicable

When contacting Target Ink via the maintenance and support system the following rules should be adhered to:

• Full explanation of how to reproduce any issues, including devise or browser information
• Only emails to support@maintenanceaccounts.com will be
• Specific user login details should be available given
• Full description of problem
• Screen shot where possible
• Remote access to server where applicable

Processing requests

Calls and emails will be processed using the following categories for priority assigned in the following order:

Urgent requests: receive attention within 1 hour

Urgent requests may include: Unable to access website/application, Faults relating to access to the database, Unable to view sections of the website/application.

High priority requests: receive attention within 24hours.

High Priority requests may include: Faults relating to the management of the database, Faults relating to management of user information, Faults relating to functions required by the website/application.

All other priority requests: will be progressed within 2 working days.

Development requests: these are requests that require development of the site outside the maintenance agreement “included” parameters listed above.

Development requests: will be scheduled for resolution within 1 weeks, deadlines will be agreed by both parties. include any addition to the site or edit to it’s function or presentation.
General Maintenance:

In accordance with your hosting agreement we will maintain the product quality by updating or maintaining code where required or where we can find a beneficially effect. - Including: HTML, CSS, JavaScript, JQuery, PHP, MySQL, Flash. Training: This agreement does not include training although “How to” questions will be answered at the time of the call or will be scheduled for resolution during normal working hours.

Content submitted to the website

You are responsible for any information, data, text, music, software, sound, photographs, graphics, video, messages or other content which you post or upload and/or display (in public or privately) to the Website or request Target Ink Ltd to do so on your behalf. Target Ink Ltd may (but shall not be obliged to) delete, edit, lock, move or remove any Content without notice and for any reason, including, without limitation, Content which, in our sole discretion, violates these Terms or is or may be irrelevant, out of date, inappropriate or objectionable in any way whatsoever, or in respect of which Target Ink Ltd receives any complaint (whether justified or not). By posting, uploading and/or displaying any Content to the Website you warrant that: (a) you own all intellectual property and proprietary rights in such Content or that you have a licence from the owner of such rights to post, upload and/or display such Content on the Website and will not infringe the intellectual property or proprietary rights of any third party. You acknowledge that Target Ink Ltd will not screen or otherwise check any Content which is submitted by you or any other user of the Website Service before it is posted, not monitor yours or any person’s use of the Website Service. As such, you as the user of the Website Service are responsible for any Content you submit to the Website and the manner in which the Website Service is used under your username

Disclaimer/Liability

USE OF THE WEBSITE AND/OR THE WEBSITE SERVICE IS AT YOUR OWN RISK. THE WEBSITE AND THE WEBSITE SERVICE IS PROVIDED ON AN “AS IS” BASIS. TO THE MAXIMUM EXTENT PERMITTED BY LAW: (A) TARGET INK LTD DISCLAIMS ALL LIABILITY WHATSOEVER, WHETHER ARISING IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE IN RELATION TO THE WEBSITE AND/OR THE WEBSITE SERVICE; AND (B) ALL IMPLIED WARRANTIES, TERMS AND CONDITIONS RELATING TO THE WEBSITE AND/OR THE WEBSITE SERVICE (WHETHER IMPLIED BY STATUTE, COMMON LAW OR OTHERWISE), INCLUDING (WITHOUT LIMITATION) ANY WARRANTY, TERM OR CONDITION AS TO ACCURACY, COMPLETENESS, SATISFACTORY QUALITY, PERFORMANCE, FITNESS FOR PURPOSE OR ANY SPECIAL PURPOSE, AVAILABILITY, NON INFRINGEMENT, INFORMATION ACCURACY, INTEROPERABILITY, QUIET ENJOYMENT AND TITLE ARE, AS BETWEEN TARGET INK LTD AND YOU, HEREBY EXCLUDED. IN PARTICULAR, BUT WITHOUT PREJUDICE TO THE FOREGOING, WE ACCEPT NO RESPONSIBILITY FOR THE CONDUCT OF ANY USER AND/OR ACCOUNT HOLDER OF THE WEBSITE AND/OR WEBSITE SERVICE; ANY ERROR, DELAY OR FAILURE IN THE TRANSMISSION OF ANY COMMUNICATION BETWEEN USERS AND/OR ACCOUNT HOLDERS; ANY TECHNICAL FAILURE OF THE INTERNET, THE WEBSITE AND/OR THE WEBSITE SERVICE; OR ANY DAMAGE OR INJURY TO USERS OR THEIR EQUIPMENT AS A RESULT OF OR RELATING TO THEIR USE OF THE WEBSITE OR THE WEBSITE SERVICE. YOUR STATUTORY RIGHTS ARE NOT AFFECTED.