WordPress Care Plan Agreement

Last Update

August 24, 2020

This agreement is in place to outline our relationship together as we provide support and service to your WordPress site.

The terms of this agreement are subject to change without notice, the most recent version can be found on our website: www.twodot.marketing/wpsa

Service Provider Information 

Two Dot Marketing, LLC
PO Box 594 Battle Creek, MI 49016
www.twodot.marketing
support@twodot.marketing
(866) 796-8790

Service Agreement Levels

The extent of our support depends on the plan in which you purchase, these plans and their offerings are subject to change without notice.

The most recent listing can be found on our website: https://twodot.marketing/wpcare

Premium Managed Hosting

Hosting is provided for one WordPress site, under both plans, and is subject to the terms of service of onRocket.com, LLC found at their website: https://onrocket.com/terms-of-service/. As our customer, you agree to be bound by the terms set by onRocket.com, LLC and further agree to hold Two Dot Marketing harmless for any damages or liability in regard to actions set by onRocket.com, LLC.

We utilize cloud based hosting technology, meaning your site is isolated into its own container of resources to increase the performance and security of your site. If your site is deemed to exceed resource limits we may suspend your website, and if your site continues to exceed resources a dedicated hosting plan may be required, which will incur additional costs that are not included in either of our care plans.

Hosting is not provided on an “unlimited” basis and we may set usage limits in any way we see fit, or as determined by our provider onRocket.com, LLC. 

You may choose a hosting company of your choice if you wish, you will be responsible for communicating with that providers support in the event of an issue. Additionally, no discount will be provided for opting-out of our included hosting.

Daily Back-ups

We will perform full site-wide back-ups of your website daily; it is required that your website be hosted with onRocket.com, LLC for this to occur. These back-ups are kept for a fourteen day period and then destroyed.

While there is rarely an issue during a back-up, we cannot be held reliable for damages if a back-up fails or an error occurs during recovery.

WordPress Updates & Monitoring

Our team manages plugin and WordPress updates regularly; certain updates may require further testing prior to acceptance to ensure maximum performance and uptime.

It is not recommended that you perform these updates without the direction of our team, as certain updates may cause your site to function improperly.

Site Security

Our partners at onRocket.com, LLC employ strict security standards and provide continuous malware scanning to ensure the reliability of the server and uptime of all sites. Similar to how antivirus works on computers, these threats may be removed and impact the functionality of your site.

Plugin Support

Our team will assist you with the installation and troubleshooting of third-party plugins throughout your support. There are certain limitations set by onRocket.com, LLC as to what plugins can be installed.

We currently have developer licenses for a number of plugins which are provided at no additional cost to you during your enrollment in our care plan. At our discretion we may end these licenses or limit there usage at any time.

If we do not hold a developer license you may be required to purchase a license which you will maintain full ownership of.

Uptime Monitoring

We use offsite, third-party verification systems to ensure your site is running 24/7. These systems let us know of any issue within minutes of your site going down so that we can investigate further. 

This does not constitute as a guarantee of any specific level of uptime. Although rare, data centers can go down for reasons out of our control. 

Website Change Support

Our team will aid you in the updating of content, images, etc. under this agreement; such updates will require opening a support ticket with detailed instructions on what is to be updated. It is required that you supply all the necessary content, images, etc. for the update.

If you wish for us to create content, graphics, images, etc. additional fees will apply. All content you provide us is assumed to be original content created by you or being used with permission by the owner. You agree to hold Two Dot Marketing harmless from any liability in connection with copyright infringement for content provided by you.

There are limitations to the support we will provide, we may at our discretion deny change requests for any reason we see fit.

Typically, larger additions such as adding payment gateways, eCommerce, or other feature enhancements to the site are considered projects which are billed accordingly and not covered under change support in this agreement. Although, we may have a discount because you are a loyal customer!

Domain Assurance

Our team will ensure that your domain(s) never expire under our diamond support plan. We will pay the registration fees, not to exceed $24.99/yr, for the renewal/registration of one domain name including WHOIS privacy protection.

Internet Corporation For Assigned Names And Numbers (ICANN) requires that contact information be filed and maintained for every domain name. We will ensure that your domain meets this compliance under our diamond support plan.

In order to manage all of these domains we use NameCheap as a registrar; therefore, to receive our domain management services we must transfer the domain to NameCheap. We can assign you as a manager to the domain if you request, upon cancellation of our services the domain can be transferred to any registrar of your choosing or to a personal NameCheap account.

The registered owner of the domain for registration purposes will be you, we will update the Administrative, Billing, and Technical contacts to our firm.

This service is voluntary, and you can opt-out at any time, no refunds, reimbursements, or discounts will be given if you choose not to use our domain management support.

Support Methods

There are a number of ways to submit a support request, all of which are required in writing to prevent mistakes:

  1. Visit our dedicated support site at: twodot.support

    1. Live Chat with an account manager

    2. Open a support ticket through our ticketing system

  2. Email us (include attachments) to support@twodot.marketing and a ticket is automatically generated

  3. Call us at +1 (866) 796-8790

These are the only two methods accepted for support requests at this time. Tickets must be submitted by the account holder or their designated agents.

Free SSL Certificate

If you choose to use our hosting partner, onRocket.com, LLC, we will install a free SSL certificate on your website. This creates a secure environment for your customers to enter personal information, credit cards, and more on your website.

Timeliness & Priority Levels

To properly address all incoming support request, we may at our discretion, prioritize certain requests over others. Similar to the way an emergency room would operate, critical or business dependent requests will be handled first.

There is no guaranteed turn-around time, but we strive to keep open communication and respond to your request quickly. Typical completion time is less than 48 hours under normal workloads, initial response times are typically around 2 hours.

Emergency Support

In the event of an emergency, such as, your website is down you may send an email to emergency@twodot.marketing for escalated support. This system is to be used for business critical emergencies only, if you are found abusing this system you may be subject to cancellation. 

Due to the nature of each request, there is no guaranteed ETA of turnaround- typically an agent will respond within 15 minutes with further information. 

Third Party Service Providers

Unfortunately, we do not allow for third-party access besides you, any employees, or Two Dot Marketing staff to manage your website. This is to prevent disruption to your site.

If we find third-parties servicing your site, without first approved upon in writing by us, we hold the right to cancel this support agreement without refund.

Pricing

We may at our discretion make changes to pricing at any time, the new pricing will not go into effect until your next renewal cycle.

Unfortunately; our pricing is final, meaning we do not offer discounts, reimbursements, or refunds if you decide to opt-out of certain features offered in the support plan.

Renewals

Annual subscribers will be sent a renewal notice 30 days prior to expiration, if no action is taken on your part the site will be suspended and a cancellation notice will be sent to the address of record.

Monthly subscribers will run indefinitely until cancelled.

Payment Issues

Annual subscribers may pay by check, credit/debit, or ACH/Wire.

Monthly subscribers must set-up a recurring payment by credit/debit.

Chargebacks/returned items will incur a charge of $45.00 per occurrence.

Cancellations

If you are unhappy with our service and wish to cancel your agreement, you may do so by writing to us via email at support@twodot.marketing (Subject: Cancellation) or via regular mail to the address at the top of this agreement.

Please note that only the account holder may request cancellation, the corresponding email must match our records, or a letter signed by the account holder if providing written notice.

Once your plan is cancelled, a notice will be sent to you confirming the cancellation of our services.

Things to know when cancelling

There are a lot of things going on in the background of your site, certain features may be under a developer license which is provided to you while under our support plan. These may include, but are not limited to, payment processing, forms, memberships, and more. Upon cancellation, these rights are revoked and therefore will make those features inactive.

We will notify you in writing of all the plugins/licenses removed from your site and provide ways to purchase your own site license.

Web hosting

We provide you 15 days from confirmation of cancellation to migrate your site from onRocket.com, LLC. to a provider of your choice or pay an annual fee to continue using onRocket.com, LLC

Upon expiration the entire account will be deleted, and any files associated will be unrecoverable.

Migration support is not covered under our support plans but can be provided for an additional service fee.

Refunds

All sales final for monthly subscribers; annual subscribers will receive a pro-rated refund, minus any costs incurred and discounts, such as but not limited to:

  1. Domain registration fees

  2. Web hosting fees

  3. Professional email fees

  4. Payment processing fees

  5. Developer license usage fees

 

All refunds are issued in the form of a company check and mailed to the address of record.

Agents

You may designate agents that help with marketing efforts in your organization; we may rely on these agents to provide us with information, approvals (including billing), and request changes or modification to the site.

It is important that you designate people you trust, as you are responsible for any additional charges that the agent approves.

We rely on you to revoke, add, or change agents as business requires, these types of change can be submitted by the account owner in writing (email or letter).

No Warranty/Guarantee

We can’t guarantee that the functions contained in any web page templates or in a completed website will always be error-free and so we can’t be liable to you or any third party for damages, including but not limited to lost profits, lost savings or other incidental, consequential or special damages arising out of the operation of or inability to operate this website and any other web pages, even if you have advised us of the possibility of such damages.

Copyrights

You guarantee to us that any elements of text, graphics, photos, designs, trademarks, or other artwork that you provide us for inclusion in the website are either owned by your good selves, or that you have permission to use them.

No Disclosure

Unless agreed upon in writing, we may use your company logo, website, or project information in our portfolio for marketing purposes. There is no limitation to how, when, or where we share this information.

In addition; you allow us to display “Site Managed by Two Dot Marketing, LLC” and/or our logo in the footer of your website.

Exclusivity

This agreement does not create an exclusive relationship, meaning Two Dot Marketing may contract in services related (or unrelated) to any third-party at any time.

Legal Stuff

If any provision of this agreement shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from this agreement and shall not affect the validity and enforceability of any remaining provisions.

Just like a parking ticket, you can’t transfer this contract to anyone else without our permission. This contract stays in place and need not be renewed. Although the language is simple, the intentions are serious, and this contract is a legal document under exclusive jurisdiction of the courts in the State of Michigan.

In the event you are deemed unauthorized to enter into this agreement, you agree to be bound personally for any and all costs associated with this agreement.

In the event of dispute, both parties agree to bear their own legal costs and attorney’s fees. This does not apply to collection efforts; the client agrees to pay for any and all legal fees or collection costs associated with collecting a past-due balance.

Acknowledgement / Waiver of Signature

Checking the “I Agree” box during the order process is the same as writing your signature, meaning this agreement is in full effect and you agree to all terms herein and understand that the terms of this agreement may change at anytime with or without notice.