Terms of Service
Web Consulting Service is happy to provide support for you and your site during normal business hours. Business hours include Monday through Friday from 8:30 AM to 5:00 PM except for any University designated holidays or closings. WCS does not provide off hours support.
There are two types of maintenance and support plans available for your website.
Annual Retainer Agreement
Under our Annual Retainer Agreement, clients prepay for a block of support hours (24 hours minimum per site) to use over the course of the fiscal year for maintenance support and the development of new features. Unused hours do not roll over to the following fiscal year. We recommend, however, that you do not wait until the end of the year to use the majority of your support hours, due to limited time and resource availability.
Support hours are deducted from the prepaid total in 30 minute increments, so we recommend that clients bundle smaller support requests together in order to get the most out of their plan.
Any hours that exceed the prepaid amount are charged at the standard flat rate of $115/hour. Clients may review and alter their number of prepaid support hours for subsequent years at any time.
We return all support responses within 24 business hours. This time is measured from when WCS first acknowledges the request to when a team member responds with an initial assessment. The full turn-around time to complete a support request will depend on the complexity of the task.
For more information on setting up your own custom Annual Retainer Agreement package, see our Pricing page.
For clients without an Annual Retainer Agreement, support hours will be charged as needed at the standard flat rate of $115/hour. The response time to these support requests may depend greatly on resource availability at the time that they are made. These service requests are placed in the development queue as they are received.