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Fees and Times Covered

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  • Bronze Support request are submitted by email or website submission form in our User area at watchthedot.co.uk or by telephone. Telephone support phone number will be provided on request.
  • Requests may be submitted by one appointed contact only.
  • Additional Support requests are charged at £35 / hour.
  • Trial contract period is three months, renewable for 1 year on completion of trial period unless cancelled in writing.
  • Payment is in advance. Late payment may result in the suspension of services. Fees will still apply during suspension period.
  • Bronze Support requests are subject to a 20 minute minimum charge, and then charged in additional 20minute blocks of time
  • Core Support Hours are 9am – 5pm Monday to Friday, UK time.
  • Work may be carried out outside of those hours on request, but will be charged at twice the standard hourly rate.
  • Emergency Out of hours work is charged at 2.5 times the hourly rate.

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Work Provided

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  • Bronze support covers one single installation of WordPress.
  • One hour of email support per supported website is included per month.
  • At the commencement of the Bronze contract, and at each annual renewal we will carry out a full WordPress code and database backup .
  • We will upgrade WordPress to the latest major version on release follwoing your annual renewal date.
  • Other than work listed, only work requested is carried out on your behalf and we are not responsible for the ongoing maintenance of your website.
  • This service does not cover hack recovery, Plugin upgrades or WordPress development, unless agreed in writing.
  • Backups and WordPress upgrades are charged at a standard unit rate unless included within the contract.

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Your Responsibility

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  • We can only act on the information provided, and it is your responsibility to provide us with the correct web address, login details and problem description
  • You will be offered a backup before work is undertaken. If you elect to not backup your files or database, we cannot be held responsible for any loss or damage to your files or data.

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