Crown support

01 Support Terms of Service

Beyond our Standard Maintenance Plan, which comes included in your hosting or server plan, we offer 2 (two) prioritized maintenance options. The Monthly Retainer Plan, and the Hourly Billable Plan. All three options are outlined below:

For server support — see Server Support & Maintenance below.

02 Monthly Retainer Plan

The Monthly Retainer Plan sets aside 3 (three) hours of dedicated priority support per calendar month. When a request is received exclusively via email to [email protected], such request is marked priority and becomes the item in which Crown Internet, LLC diligently works on to resolve and/or complete. There is a $255.00 monthly retainer fee, billed with a credit card on the 26th of each month for this plan. Any unused hours do not roll over to the next month. This plan is only available with a 12 (twelve) month agreement. Should more time be required than the 3 (three) dedicated monthly hours to resolve or complete a request, additional time is billed at only $70.00 p/hr (a $55.00 p/hr savings over our standard hourly rate). All additional time required to complete a request is discussed during the initial 24 (twenty-four) hour period with as much detail as possible. Any time accrued to respond and generate a written assessment is not considered part of the 3 (three) dedicated monthly hours, but rather included in the overall service package. See Quality of Service (QoS) Agreement below for more details.

A baseline VPS (Virtual Private Server) server is included with this plan. A $75 p/mo value. A baseline VPS comes with the following specs: cPanel/WHM ($15 p/mo value), CENTOS 7.3 x86 64 bit architecture, 2 Intel processors clocked at 2399.996 MHz, 40GB SSD hard drive with 1GB RAM and 1TB monthly transfer, with full server management support.

This plan is also available as a WordPress Maintenance Plan at only $70.00 per month with hosting included.

Should this plan be cancelled prior to the 12 (twelve) month agreement, any previous time spent during the active portion of the agreement will be back charged to the full $125 hourly rate (a $55 fee for each previous hour worked during the active agreement period). Cancellation of this plan would also include the $55.00 back billing of any used or unused dedicated monthly support hours (the 3 (three) monthly dedicated priority support hours) associated with this plan, if subscribed to a VPS. A 30‑day cancellation notice is required. Any back billing charges would be assessed at that time, if any. If subscription is not cancelled prior to the anniversary date, a new annual agreement is established on the 13th invoice and a new annual commitment is initiated.

An example of how this plan might work is outlined below:

1. A request to add three new products to the web site and update the blog is received from client.
2. An initial response (may be automated) is sent to client within 1 (one) hour indicating the request was received.
3. An extensive review of the request is conducted. Time assessment/estimate and report to complete is sent to customer within 5 (five) hours.
4. Requests are commonly completed within 24 (twenty-four) hours depending upon when the initial request was received or whether outside factors are involved, preventing a shorter resolution time. Certain requests may take longer than 24 (twenty-four) hours to resolve. Such situations will be communicated during the time assessment period.

Common scenarios with this plan:

• A request that takes longer than the 3 (three) priority support hours included in the maintenance plan. Any additional time needed beyond the allotted hours will be quoted during the time assessment period. The additional time will be agreed upon before any work has been started. Once the additional work has been completed, such time will be invoiced and processed immediately with a credit card held on file. Additional time is billed at the discounted rate of $85.00 p/hr (a $40.00 p/hr savings over our standard hourly rate).
• Added features or additional items that may be requested outside the original support request. Such additional items will be estimated with an estimated time frame to complete at the discounted rate of $85.00 p/hr versus our standard hourly rate of $125.00 p/hr (a $40.00 p/hr savings over our standard hourly rate).

03 Hourly Billable Plan

The Hourly Billable Plan is exactly the same as the Monthly Retainer Plan with two exceptions: there is no monthly retainer fee and all time is billed in hourly increments of $150.00 p/hr. Any and all time, including email, phone calls, written assessments and time spent to resolve or complete the request is billed at this hourly rate. There is no monthly commitment as this plan is implemented only when a request is received. All charges are based on the accrued time to assess/resolve/complete. All time accrued to respond and generate a written solution is considered billable time.

This plan also gives you priority support with a detailed plan of action and a targeted resolution time of 24 (twenty-four) hours. However, the hourly rate is higher as there is no monthly retainer commitment. You only pay for the priority hours that are billed, including time to assess and diagnose the original request. See Quality of Service (QoS) below for more details.

An example of how this plan might work is outlined below:

1. A request to add three new products to the web site and update the blog is received from client.
2. An initial response (may be automated) is sent to client within 1 (one) hour indicating the request was received.
3. An expedited review of the request is conducted. Time assessment/estimate to complete is sent to customer. All time, no matter what, is billable.
4. Requests are commonly completed within 24 (twenty-four) hours depending upon when the initial request was received or whether outside factors are involved, preventing a shorter resolution time. Certain requests may take longer than 24 (twenty-four) hours to resolve. Such situations will be communicated during the time assessment period. It is important to note that while the resolution may take 24 (twenty-four) hours to complete, this does not mean 24 (twenty-four) hours has been billed. All billable time will be presented and estimated before work has begun.

Common scenarios with this plan:

• Any and all time accrued is billed in full hourly increments.
• Time to complete takes 0:55:00 (fifty-five minutes), billable amount is $150.00.
• Time to complete takes 1:25:00 (one hour and twenty-five minutes), billable amount is $300.00.

04 Quality of Service (QoS) Agreement

The QoS agreement for both the Monthly Maintenance Plan and the Hourly Billable Plan come with priority support with a 1 (one) hour initial response time (inside normal working hours of 8:00am – 5:00pm, M–F, Arizona time). A single initial response is the expectation within normal working hours of 8:00am – 5:00pm, M–F, Arizona time for all tickets received within the same timeframe. An initial response may be automated using our support ticketing tool. Both plans come with a prioritized investigation/assessment of the issue/request. This coordinated written assessment and time frame to complete the request will be issued within 5 (five) hours of the initial request (inside normal working hours of 8:00am – 5:00pm, M–F, Arizona time). Each maintenance/support plan comes with a resolution/completion timeframe, within our natural ability and means, and not dependent upon third‑party solutions or larger scope of work or project size, within 24 (twenty-four) hours. Requests should be expected to be resolved and/or completed within this timeframe. On certain occasions, additional time may be requested; such additional time would be documented during the written assessment phase and any additional time needed, billable or otherwise, would be understood by both parties before the 24 (twenty-four) hour timeframe expires.

Requests received after 1:00pm, M–F, Arizona time will carry over to the next business day for written assessment, resolution, and/or completion (see urgent request options under Standard Maintenance Plan).

With both maintenance/support plans, you receive priority support, until resolved/completed, with an initial 1 (one) hour response time indicating the request was received by Crown Internet, LLC. This does not mean the request will be completed within the assessment window. The request is expected to be resolved/completed within 24 (twenty-four) hours, depending upon when the initial request was received or other factors beyond our control prevent such an expedited resolution as defined above. Both plans include the updates and maintenance of integrated content management system (WordPress), installed plugins, content integration within the existing site map and minor graphic/photo updates. Additional features, custom development, custom coding, HTML, CSS, JavaScript, graphic design and additional plugin installations are not specifically included in the maintenance plans, but can be requested at the billable rate relative to the chosen maintenance plan.

Due to the complex nature of maintenance and ongoing support, and since services are billed based on attempted time spent to resolve the issues/requests, and not a guarantee of resolution, all fees incurred are completely non-refundable and billed based on the time spent.

Requests during nights and weekends are available for both maintenance plans at a $200.00 p/hr premium rate, billable in hourly increments. Nightly hours are from 5:00pm – 8:00am weekdays during Arizona time. Weekend hours are from Friday at 5:00pm – Monday at 8:00am Arizona time. This does not impact server related support.

Should a website maintenance request be determined to be a server related problem, and your site is hosted with one of our servers, you will not be billed any time for the resolution. This will be determined and communicated during the initial assessment of the originating request.

05 Standard Maintenance Plan

If you do not wish to participate in a maintenance plan (two plans above), we attempt to respond within 24–48 hours during normal business days and work to complete the standard request as soon as possible or as our workload permits. Time for this standard maintenance plan is billable at $125.00 p/hr for any and all work. Any and all time, including email, phone calls, written solutions and time spent to resolve/complete the request is billed at this hourly rate. This is our standard option and is already in place for all customers as a default service provided by Crown Internet, LLC. By submitting a maintenance request to [email protected], you agree to these terms and billable hourly rates.

Common scenarios with this plan:

• Any and all time accrued is billed in full hourly increments.
• Time to complete takes 0:55:00 (fifty-five minutes), billable amount is $125.00.
• Time to complete takes 1:25:00 (one hour and twenty-five minutes), billable amount is $250.00.

Urgent requests

Urgent requests during nights and weekends are available for our Standard Maintenance Plan at a $200.00 p/hr premium rate, billable in hourly increments. Nightly hours are from 5:00pm – 8:00am weekdays during Arizona time. Weekend hours are from Friday at 5:00pm – Monday at 8:00am Arizona time. This does not impact server related support. See Server Support & Maintenance below.

Simply put URGENT in the subject of your email and we will prioritize accordingly.

Should a website maintenance request be determined to be a server related issue, and not your hosted website specifically, you will not be billed for the resolution time. This will be determined and communicated during the initial assessment of the originating request. The cost to resolve the server related issue is covered under our hosting agreement.

These terms may be updated at any time. By sending an email to [email protected], you fully and completely agree to these support and maintenance terms.

06 Server Support & Maintenance

Server Support & Maintenance is separate from our site maintenance plans and always take priority. Priority server support comes included with your hosting and/or VPS package. The items listed above are for exclusive support of your website and factors solely therein, not pertaining to a server. At times, servers are upgraded for security purposes and updates to your site are required. Should a server update cause malfunctions with your site, time on our end to correct such issues would be billable at our standard hourly rate if no maintenance plan is established, or billed in accordance with the maintenance plan you participate in. If you subscribe to the Monthly Maintenance Plan, the discounted rate to correct an issue with your site applies. All time is billable, either at the discounted subscriber rate or the full rate associated with a particular plan.

Server support tickets are issued by sending an email to [email protected]. Should the request be a valid server related issue, and you are a shared, VPS or dedicated server client, time is not billed, as this is part of the hosting package you chose. Valid server support related items will always be addressed as top priority and resolved as quickly as possible.

If it is determined to be an issue outside of the server, related specifically to your site—such as a configuration, plugin, security risk, or upgrade issue pertaining to your site—all applicable fees apply as outlined above and in accordance with the maintenance plan in which you may subscribe.

Please also read Crown Internet hosting terms of use. By hosting a site or service with Crown Internet LLC, you acknowledge and agree to such terms.