Effective Date: June 25, 2018
To ensure your website remains secure, fast, and functional, Brilliantek LLC and its division Brilliantek Host, offers tiered Maintenance & Support Plans. These plans ensure that your digital assets are managed by professionals, allowing you to focus on your core business.
- General Support Terms
- Support Hours: Standard support is provided Monday–Friday, 9 AM – 5 PM.
- Response Times: We aim to acknowledge all support tickets within 24 hours. Emergency “Site Down” issues are prioritized.
- Monthly Billing: Maintenance fees are billed on the 1st of each month or when the initial contract is initiated. Failure to pay may within 30 days will result in a suspension of automated backups, security monitoring, or suspension of pending tasks. Failure to pay within 60 days will place the account into full suspension where the site will show a temporarily out of service page. Failure to pay within 90 days will result in termination and the site will be taken down and erased.
- Service Level Tiers
Clients must select one of the following four levels of support. Customizations are available upon request.
|
Tier Level | Name |
Scope of Service |
| Level 1 | Core Essentials | The “Keep the Lights On” plan. Covers critical technical health: daily cloud backups, core software/plugin updates, security monitoring, and priority assistance for login troubles or site crashes. |
| Level 2 | Active Upkeep | The “Small Tweaks” plan. Includes everything in Level 1, plus 2 hours of monthly labor for content updates. This covers swapping images, updating text, or changing staff bios based on your specific guidance. Additional time allocation will be billed hourly and separate from this plan. |
| Level 3 | Content Growth | The “Collaborative” plan. Includes Level 2, plus dedicated time for new content creation. We will build new landing pages, blog posts, or galleries using materials provided by you or drafted by our team for your approval. Time allocation is capped at 10 hours per month. Additional time allocation will be billed hourly and separate from this plan. |
| Level 4 | Strategic Partner | The “Full Growth” plan. We take the wheel. This includes full content strategy, SEO improvements, and the development of new features (e.g., adding a booking system or new API integrations) that enhance the site beyond the initial launch. Time allocation is capped at 20 hours per month. Additional time allocation will be billed hourly and separate from this plan. |
- Exclusions & Limitations
- Major Overhauls: Maintenance plans cover the existing site structure. A complete redesign or “rebranding” of the website is considered a separate project and is not covered under monthly maintenance hours.
- Third-Party Fees: Maintenance fees do not include the cost of premium plugin renewals or third-party hosting fees unless explicitly stated in your contract.
- Unused Hours: For Tiers 2, 3, and 4, unused labor hours do not roll over to the following month.
- Cancellation & Termination
You may upgrade or downgrade your tier at any time with 15 days notice, before the next billing cycle. To cancel maintenance entirely, we require 30 days written notice to ensure a clean hand-off of login credentials and backup files.
Service Level Agreement (SLA) Matrix
This table defines the specific deliverables and performance standards for each Maintenance & Support Tier.
| Feature | Level 1: Core | Level 2: Upkeep | Level 3: Growth | Level 4: Strategic |
| Monthly Labor | Technical Only | Up to 2 Hours | Up to 10 Hours | Up to 20 Hours* |
| Response Time | 48 Business Hrs | 24 Business Hrs | 12 Business Hrs | Priority (4-8 Hrs) |
| Backups | Weekly | Daily | Daily + Real-time | Daily + Real-time |
| Software Updates | Monthly | Bi-Weekly | Weekly | Immediate/Automated |
| Security Scans | Monthly | Weekly | Daily | Continuous Monitoring |
| Content Edits | Not Included | Existing Content | New Content/Blogs | Full Strategy & Creation |
| New Features | Billable Hourly | Billable Hourly | Small Add-ons Inc. | Included in Hours |
| Consulting Call | Email Support Only | 15-min Monthly | 30-60 min Monthly | 60-90 min Strategy/mo |
*Hours exceeding the tier limit are billed at a discounted “Member Rate” of $100/hr.
SLA Definitions & Rules:
- Priority Support: Level 4 clients receive a dedicated “Emergency Line” or high-priority email tag. Their requests move to the top of the production queue.
- Business Hours: All response times are calculated based on our standard operating hours (9 AM – 5 PM EST, Monday–Friday). Requests sent on weekends are clocked starting Monday morning. Emergency work required/requested by client outside of operating hours will be billed at a premium rate of $150/hr.
- “Emergency” Definition: An emergency is defined as a total site outage (500 Error), a security breach, or a total loss of checkout functionality. Cosmetic issues or “typo fixes” do not qualify as emergencies.
- Labor Rollover: Unused hours do not roll over to the following month. This ensures our team remains available for all clients and prevents a “backlog” of hours being dumped into a single month.
- Monthly Report: Level 2, 3, and 4 clients receive a monthly “Health Report” detailing updates performed, security threats blocked, and a summary of labor hours used.