Maintenance Agreement & Scope of Support
Last Updated: Jan 1st, 2026
Plain English Summary: This page explains exactly what’s included with your Monkey Mouth Web Hosting maintenance plan and how support works. In short: I handle hosting, updates, security, backups, and monitoring to keep your site stable and online, plus a set amount of monthly support time for small changes and help when you need it. Maintenance is meant for ongoing care—not major redesigns or new features—and response times are clearly defined so you know what to expect. The goal is simple, stress-free website support with no surprises.
This page outlines what is included in Monkey Mouth Web Hosting’s maintenance and support plans, as well as what falls outside the scope of regular maintenance. The goal is to keep expectations clear and your website running smoothly.
Overview
All maintenance plans are designed to keep your website secure, updated, and functioning properly. Maintenance services focus on stability, reliability, and minor improvements, not ongoing large-scale development or redesign work.
Maintenance services begin once a website is live and the selected maintenance plan is active.
What’s Included in All Maintenance Plans
All active maintenance plans include:
- Premium WordPress web hosting
- SSL certificate (HTTPS)
- WordPress core, theme, and plugin updates
- Security and malware monitoring
- Uptime monitoring
- Performance optimization and caching
- Monthly off-site website backups
- Form and email delivery monitoring
- Basic SEO health checks
- Website health and compatibility checks
- 24/7 emergency support for critical issues
- Monthly website health and activity reports
Support & Development Time
Maintenance plans include a set amount of development and support time per month, aligned with the selected plan:
- Hourly Support: $50 per hour, billed as needed
- Standard Plan: $90/month, includes up to 2 hours of support time
- Extended Plan: $225/month, includes up to 5 hours of support time
Support time may be used for:
- Minor content updates (text and image changes)
- Small layout or styling adjustments
- Plugin configuration or troubleshooting
- General site assistance and questions
Unused support time does not roll over to the next month.
Response Time & Support SLA
Monkey Mouth Web Hosting aims to provide clear and timely communication.
- Non-emergency requests: Response within 1 business day
- Emergency issues: Response as quickly as possible, typically same-day
Resolution times may vary depending on the complexity of the issue and available support hours, but all requests are acknowledged promptly. to a higher support plan. This ensures fair access to support for all clients while maintaining quality service.
Emergency Support
Emergency support is available 24/7 for critical issues that prevent your website from functioning properly.
Examples of emergency issues include:
- Website is down or inaccessible
- Security breach or malware infection
- Critical functionality failure (contact forms, booking systems, etc.)
Emergency support does not include routine updates, content changes, or feature requests.
What’s Not Included
The following services are not included in standard maintenance plans and may require a separate quote:
- Major website redesigns or layout changes
- New features or custom functionality
- Ecommerce builds or complex integrations
- Content creation (copywriting, photography, video)
- SEO campaigns or keyword research
- Marketing, advertising, or social media management
- Website migrations from other platforms (unless agreed in advance)
Update & Maintenance Process
- Updates are performed using a safe update process to minimize risk
- When appropriate, updates may be tested before being applied live
- Maintenance tasks are typically handled during regular business hours unless an emergency occurs
Client Responsibilities
To ensure smooth service, clients agree to:
- Provide timely access to required accounts and credentials
- Respond promptly to questions or approval requests
- Avoid installing plugins, themes, or code changes without prior coordination
Monkey Mouth Web Hosting is not responsible for issues caused by unauthorized changes made outside the maintenance process.
Billing & Plan Changes
- Maintenance plans are billed monthly
- Clients may upgrade or downgrade plans with notice
- Plans may be canceled at any time; services end at the conclusion of the current billing period
Questions
If you have questions about this agreement or what’s included in your plan, please reach out. Clear communication helps keep your website running smoothly and stress-free.
