Billing, Payments, Fees
Automatic payments will go out on the 1st of the month. If you are not on an automatic payment, your invoice will be sent on the 1st, by email, to the billing person named during signup.
Invoices are due upon receipt. A late fee of 10% is added if payment is not received after 30 days. This fee will be added on the following month's bill. A fee of $30 is charged for a bounced check.
All prices are subject to change, and you will be notified if such changes are ever to occur.
You are authorizing Wallace IT Solutions to charge the payment method on file for any automatic subscription invoices for services rendered.
Invoices for project work or overtime will be sent separately and they won’t be automatically charged with the care plan subscription payment.
Upgrades and Downgrades
You can upgrade your plan or change addons at any time. For monthly billing cycles, the following month will have the new price and features. If you pay in 3 or 6 month increments, we will prorate and invoice the difference for the rest of your cycle. If the price will go down, we will provide a credit for the following cycle payment.
Cancellations & Refunds
You can cancel at any time. For companies who choose to pay in 3 or 6 month cycles, we don't refund unused months. If there is a chance you might not need services in the future, please choose monthly! We are also flexible if you want to switch the remainder of the plan to another website, or use the unused retainer time for other project work.
No refunds are available after payment has been accepted, as this is considered service work that starts when payment is made. You are free to cancel before the following month's payment is billed.
Client Non-payment or Abandonment
In the event the client doesn’t pay a bill, stops communicating, abandons a project, or cannot be reached after considerable time, we will halt services and stop performing any duties for maintenance or project work. Services we pay for will be canceled or not renewed.
In the event hosting is not paid for, the website will be turned off and eventually the hosting will be canceled altogether, and you will lose any files and services at that host.
We understand financial difficulties can happen. We will work with you to suspend or gracefully close services as long as you communicate what is happening.
Authorization
You are engaging Wallace IT Solutions as an independent contractor to perform work as described in the package(s) you purchased. In order to perform these functions, you hereby authorize Wallace IT access and “write permissions” to all directories and files of your website via your hosting company, as well as permission to install any necessary WordPress plugins for maintenance and security as part of services rendered.
This can include access to FTP, SSH, hosting control panels, domain registrar and DNS provider, and 3rd party services you need us to manage in service of your website.
Limitation of Liability
Although there are limitations to the guarantees we can provide, your satisfaction is very important to us. Please read and understand our limits of liability before confirming services.
Wallace IT Solutions does not guarantee or warrant that the functions contained in the customer's website will remain operational or error-free when maintenance is performed. Updates sometimes can and do break things due to no fault of humans.
To the extent not prohibited by law, in no event will Wallace IT be liable to the client or any third party for any damages, including, but not limited to, any lost profits, lost savings, loss of data, business interruption, or incidental, consequential or special damages arising out of the operation of or inability to operate these web pages or website, however caused, even if Wallace IT has been advised of the possibility of such damages.
Wallace IT does not represent, guarantee or warrant that the functions contained in these webpages or Internet website will be free from loss, corruption, attack, viruses, interference, hacking, or other security intrusions, and Wallace IT disclaims any liability relating thereto.
This Work Statement Agreement is governed by the laws of Arizona without giving effect to its conflict of laws provision. You expressly agree that exclusive jurisdiction for any claim or dispute with Wallace IT or relating in any way to your use of the created webpages or Internet website resides in the courts of Arizona.
Wallace IT assumes no liability for the content of the websites it manages, maintains, or hosts. We make no hard guarantees about uptime or the quality of your host, or the safety of your site and data. Our job is to prevent disaster as much as possible, and be able to recover should disaster strike. We can't stop all possible disasters or hackers or denial of service attacks, or attacks targeted at your hosting company or other 3rd party services, plugins, integrations, or tools. Nor can we prevent mistakes caused by other humans interacting with the administrative controls and editing features of the site.
Project Work
We are available for larger projects if needed. These projects are conducted as a separate transaction from the care plans because they may span a longer time period or involve a different website entirely. These larger projects may be billed as hourly labor or as a flat project fee. Billing for hourly projects goes out every 2 weeks. Billing for flat rate projects may be a single payment or split into a monthly payment schedule.
Timing of Maintenance Work
The maintenance work on your website typically takes place in the second half of the month, with your report being emailed in the following month.
On a Gold plan, updates may take place multiple times a month, or any time we need to interact with the site in the course of duties.
For Silver and Gold, various notifications, tickets, and downtime are checked out as they happen at any time of the month.
Company Hours and Ticket Response Time
Once a ticket is acknowledged, we strive to resolve within 5 days as long as the ticket has a clear resolution and can be completed. This does not include weekends and major holidays. On Gold plans, this process will be pushed quicker even if it may enter weekends or evenings to resolve. Larger tasks and projects may take longer if we need more information or assets and have to wait for a client response.
Extra time beyond included retainer time must be approved first unless you pre-buy extra retainer time, or make prior arrangements for a certain amount of automatic approved time by default. This lets us start work quicker without having to wait for communications back and forth. In some cases during active projects or active downtime, we may go overtime without approval so the site can be fixed as soon as possible.
Our normal business hours are 9-5 MST, Mon-Fri for ticket and project work and don't include weekends and some holidays. For Gold plans, we receive notifications outside these hours for quicker response. In an emergency, you can attempt to contact us any time through the channels you have available.
Third Party or Client Page Modification
We understand a client will independently edit or update their website at any time. They may hire 3rd party developers and authors to create content. If someone other than Wallace IT makes changes to the website and renders it dysfunctional or broken, we can and will help repair the website and will bill for this time at our normal rate.
If we directly cause a problem by some mistake, we will take care of it without extra time or cost.
Third party service fees and licenses
As a convenience service, Wallace IT can purchase hosting, licenses, or other tools and services and pass through the charges within the care plan monthly invoice, or as a separate payment cycle. The client is free to purchase their own licenses or move things to their own accounts any time they like. There is a 20% management fee on top of the cost we pay.
Refusal of Service
Wallace IT reserves the right to refuse service to any individual, website, or blog that contain offensive, obscene, hateful, malicious, pornographic, or exploitative content, or any other reason. We are a family friendly service provider only!
Please note that by submitting this form, you are agreeing to all of our terms of service as they are written here. Wallace IT reserves the right to change or update these terms at any time without prior notice. The user of this site agrees to the terms of this agreement on behalf of his or her organization or business. This Agreement constitutes the entire understanding of the parties. Any changes or modifications thereto must be in writing and signed by both parties.
Please contact us with any questions regarding these terms of service by email to (care @ wallaceitsolutions.com)
