Mirror Images Design & Maintenance Policies

ALL MAINTENANCE

All requests for updates and changes (maintenance) must be submitted in writing by email or attachment to email (.doc, .pdf, .txt, .rtf). Urgent requests may be phoned in, but must be followed up with written requests. File attachments must be virus free.

Contracted maintenance will have priority over non-contracted work. Requests for changes and updates not under contract will be handled on a first come, first serve basis.

Priority of Maintenance Services:

1. Contracted - Premium Service Plan
2. Contracted - Retainer Agreement
3. Non-Contracted - On Request

Time tracking is provided by OpenAir online time tracking services.

Changes or updates specifically requested to be made before or after business hours, on weekends or holidays will be billed at $65.00 per hour with a MINIMUM CHARGE of $25.00.

Invoice notices will be emailed upon completion of work. All invoicing is through OpenAir electronic invoicing and is monitored for pick up (viewing).

Payment for services rendered or services over and above contracted amount or hours is due within 10 days of work completion.

A late charge of 5% will be assessed to payments not received by due date with a minimum late charge of $2.95.

Late or non-payment of charges grants Mirror Images the right to remove or replace any updated or changed web pages or files from your web site at our discretion.

As of September 1, 2006, we will no longer provide website maintenance services to customers not hosted on our servers without a maintenance contract.

There is a $30.00 charge for returned checks.

Premium Service Plan

Details of this service coming soon.

Retainer Agreement

New maintenance contracts will require a minimum deposit of $100.00. Subsequent deposits on contracts made before original deposit is depleted, or within ten days of depletion of funds, can be in any amount.

Contracted maintenance for web sites hosted on our servers will be charged at a rate of $45.00 p/hour, with a minimum charge of $10.00.

Contracted maintenance for web sites not hosted on our servers will be charged at a rate of $50.00 p/hour, with a minimum charge of $12.50 (quarter hour).

Charges exceeding thing balance of your retainer will be billed at the hourly rate of your contract for the first hour over and $55.00 p/hr for the remainder.

Maintenance requests under contract are given top priority and will be completed within 48 hours or two business days of initial request. Exempt from this are changes or updates that require more than 3 hours to complete and redesign work, or changes submitted to the wrong email address.

On Request

Account must be paid in full before new work is started.

Maintenance requests not under contract will be completed within 72 hours or three business days. Exempt from this are changes or updates that require more than 3 hours to complete.

Billing for NON-CONTRACTED updates and changes will be charged at the current hourly rate of $55.00 p/hr, with a MINIMUM CHARGE of $13.75 (quarter hour).

Changes will not be released to your site until full payment of your invoice has been received. Your invoice notice will include a link(s) to preview changes.

Mirror Images will reserve the right to refuse maintenance service to any client that has a past due balance or has had three or more late payments within any 12-month period.

Last revised: 02/27/07