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 maintenance 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 edits, small layout adjustments, troubleshooting, and general assistance. Typical usages of maintenance time are for:

Minor content updates (text and image changes)
Small layout or styling adjustments
Layouts– Design recommendations
Plugin configuration or troubleshooting
General site assistance and questions
Video – Adding, updating or deleting videos on your website (provided by you)
Links – Adding, updating or deleting links on your website
Files – Adding, updating or deleting any files or documents on your website (provided by you)
Pages – Creating new pages or blog posts (content provided by you)
Minor changes to existing layouts
Modifications to your logo
Minor modifications to headers or footers
Internal and external broken link checks
External Broken Link Check and resolve 404 “Page Not Found” Errors
Google Webmaster Tools (verification, crawling, HTML, and sitemap errors)
Google Analytics Tracking Set Up
Robots.txt and XML Sitemap Files
Creating new social media accounts, including X, Facebook, IG, and many other

Work outside the scope of maintenance may require a separate quote or a temporary plan upgrade. Unused support time does not roll over to the next month.

Response Time & Support Availability

Monkey Mouth Web Hosting aims to provide clear and timely communication.

Non-emergency requests: Response within one (1) business day
Emergency issues: Best-effort response, typically same-day

Response time refers to initial acknowledgment, not guaranteed resolution time. Resolution times may vary depending on the complexity of the issue and available support hours, but all requests are acknowledged promptly. This ensures fair access to support for all clients while maintaining quality service.

Service Level Agreement

Website maintenance is performed within a set timeframe so you’ll always know how long your individual job will take. We’ll provide you with the timeframe for your job when your quote is issued, based on the service level agreement (SLA) below.

0 to 1 hour quoted – the next business day by 5pm
1 to 2 hours quoted – within two business days by 5pm
2 to 3 hours quoted – within three business days by 5pm
3 or more hours quoted – A time frame will be issued with your quote

Providing your request is received by 12pm, otherwise please add an additional business day. All times quoted are AZ Time. This service level agreement is valid until 12 months after date of last update.

Emergency Support

Emergency support is available 24/7 for critical issues. An emergency is defined as an issue that causes the website to be unavailable, compromised, or critically non-functional.

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.