Maintenance Packages

WordPress Maintenance Plan

Terms & Conditions for Support Services

By using Xtolia Inc Marketing’s Technical Support, Website Support, or Dedicated Support services, you agree to be bound by the following terms and conditions. Xtolia Inc Marketing reserves the right to change the Terms and Conditions at any time without notice, and your continued use of Xtolia Inc Marketing constitutes your consent to such changes.

For websites built by Xtolia Inc, all copywriting, design, and development work is included at no extra cost. However, to maintain fair access to our team members across all clients, we limit the number of concurrent Website Projects (see What’s a Website Project? for more information) a client can have in progress at one time. This limit varies depending on the scope of the projects, but we typically start limiting in-progress work when two or three concurrent projects have been started. This is to prevent one extremely large project or several concurrent projects from one client from causing delays for other clients.

Additional Website Project requests will be placed in a queue and started once one of your current projects has been completed. If an additional project is urgent, we can start it immediately by pausing work on one of your other in-progress projects.

For Support clients with websites not built by Xtolia Inc, Website Projects come with additional fees, which will be quoted on a per-project basis.

We always strive to complete Website Projects as quickly as possible, but our turnaround time varies depending on the size and complexity of a project.

Here’s a rough estimate of the time it takes for the initial work to be completed on requests of various sizes:

Small (see What’s a Website Edit? for more information) – 0–2 business days
Medium (e.g., creating a new landing page or inner page) – 3–7 business days
Large (e.g., creating a new home page) – 7–14 business days

These ranges can vary significantly depending on the scope of the request, and requesting revisions after the initial work is completed may extend the time frame by multiple business days.

If you have a specific deadline for a project, please let us know as soon as possible. We’ll do our best to meet your deadline but cannot guarantee that we’ll be able to do so.

24/7 Coverage and Response Times

Our support team is available 24 hours a day, 7 days a week to assist with urgent requests. During weekdays, our full support staff is on hand to take care of all types of requests from small edits to large projects. On weekends, we have a smaller team handling urgent requests (e.g., a critical function on your website is broken, your website is down, etc.).

We don’t have official SLAs because response and resolution times can vary depending on the scope and complexity of the request. However, we typically respond to urgent requests in less than one business hour, and we respond to all other requests in less than one business day. Requests requiring specialized skills (such as copywriting, design, development, and marketing) may have slower response times and may take longer to complete (see Timeframe for Completion above).

Changing Support Plans

You can switch between Support plans at any time given the following conditions:

You cannot downgrade while you have in-progress website projects.
You can only downgrade twice in a 12-month period.

To downgrade your support plan, send a written request informing us of the effective date you’d like to downgrade by emailing support@xtolia.com.

Exempted Tasks

Our Support services do not include the following:

Complete website refresh – This is considered a Website Build and is charged according to the scope of the build.
Very large or complex requests – This includes implementing new WooCommerce solutions, developing a jobs board, making custom integrations for third-party tools, or creating a large customized new feat.
ure on your website, and may incur additional fees
Customized blog articles – If you’d like assistance with writing blog articles, please see our Custom Blogging service.
Copywriting, design, and development unrelated to your website – This includes creating brochures, eBooks, flyers, event banners, email templates, logos, and creating WordPress plugins, themes, or software applications.