1. Project support
During a project, feedback runs through the channels and review windows in the SOW. Packages include 30 days of bug fixes after launch, and integration packages include one or two weeks. Support is otherwise best-effort with no guaranteed response, resolution, or uptime, unless a care plan is in force.
2. Care plans
Care plans are described on the services page: Silver 5 hours with a 2-business-day response, Gold 10 hours with a 1-business-day response, Platinum 20 hours with a 4-business-hour response. Hours are a monthly allowance, not a guarantee that every request fits. Unused hours expire at month end. Overage is $22.50 per 15 minutes.
Care plans are invoiced monthly and prepaid; they are not an automatic card subscription. Either party may cancel future months with 30 days' written notice, and charges for the current month and work already done stay payable. Care plans cover maintenance, not new features or redesigns.
A monthly update log — request number, work done, hours used — is the record of work under the plan.
3. Monitoring, backups, and security
Backup frequency, retention, monitoring, and reporting follow the plan tier and the signed scope. Monitoring is not a guarantee of uninterrupted service. Maintenance is not a security certification, penetration test, legal review, or warranty against vulnerabilities, data loss, or third-party outages. Clients remain responsible for their own access, continuity, and records unless the scope says otherwise.
4. Requesting support
Email contact@jon-andrew.com during Monday to Friday, 9:00–17:00 Central with the site or feature, what you expected, what happened, when it began, and any error message. Every request receives a number. Never email passwords, payment credentials, or private keys; the Developer will propose a secure access method.
5. Relationship to other terms
The signed SOW or care-plan schedule controls if it conflicts with this page. Nothing here limits a right the law does not permit to be waived. See the Master Services Agreement, Fulfillment & Delivery Policy, Refund & Cancellation Policy, and how payment works.