Standard Web Support Service Level Agreement (SLA)

Last Updated: April, 2025

This Standard Web Support Service Level Agreement outlines Monstrous Media Group’s (MMG) support terms and policies for all client websites across supported platforms, including WordPress, Shopify, ExpressionEngine, Wix, Squarespace, and other CMS or custom solutions.

1. Scope of Agreement

This SLA applies to:

• All custom-developed websites created by MMG.
• Websites hosted and/or managed by MMG.
• Clients enrolled in MMG’s ongoing support plans, including the Simple Website Service.

2. Support Channels

Support requests can be submitted via:

• Web Portal: https://kitchen.monstrous.io

Requests are typically acknowledged same day if before 4 PM central time, and triaged according to severity. If after 4 PM central time, next business day.

3. Warranty and Break/Fix Terms

For all standard custom websites:

• MMG provides a 30-day break/fix warranty from the date of site handoff or go-live.
• This warranty covers bugs or functionality issues directly related to MMG’s design and development work.

After the 30-day warranty:

• Client-induced errors (e.g., content updates, plugin/theme modifications, third-party changes) are not covered.
• Support requests due to client-side changes or errors will be billed at a flat rate of $250 per break/fix incident unless otherwise covered under a maintenance plan or retainer.

4. Simple Website Service Plan – $299/month

Clients enrolled in MMG’s Simple Website Service Plan receive:

• Up to 5 hours/month of minor website design, development, or content updates.
• One full website redesign per year (eligible after 12 months of enrollment).
• Unlimited small changes as long as the monthly time cap is not exceeded.

Learn more about our Monstrous Simple Website Plan. 

Included Tasks:

• Text and image updates
• Layout tweaks
• New page additions (within scope)
• Styling adjustments
• Bug fixes or CMS/plugin updates

Exclusions & Limits:

• Tasks exceeding 5 hours in a given month will require prior approval and a separate SOW.
• Major feature development, complex integrations, eCommerce expansions, or custom app functionality are not included and will be scoped and billed separately.
• Redesigns outside of the annual allowance must be quoted as a new project.

5. Platforms Supported

MMG offers support for websites built on:

• WordPress
• Shopify
• ExpressionEngine
• Wix
• Squarespace
• Custom PHP/HTML/JS-based sites
• Other CMS and eCommerce platforms (as reviewed and approved by MMG)

Platform-specific limitations (e.g., proprietary themes, third-party app constraints) may affect MMG’s ability to resolve certain issues or meet timelines. In such cases, we’ll advise on alternatives.

6. Client Responsibilities

Clients agree to:

• Maintain secure login credentials and restrict administrative access to trusted users.
• Notify MMG before making significant updates, especially involving plugins, themes, or third-party code.
• Provide timely feedback, access, and content to support efficient resolution of requests.
• Accept responsibility for any issues caused by external changes, hosting conflicts, or unauthorized site modifications.

7. Response & Resolution Targets

Note: Resolution times may vary depending on scope, complexity, and client responsiveness.

8. Additional Work & Projects

Work beyond the support terms outlined above—such as major redesigns, SEO, marketing services, or advanced integrations—will require a separate SOW and proposal. All such work is billed at MMG’s standard rates unless covered by a retainer or package.

9. Termination & Service Changes

MMG reserves the right to modify this SLA with 30 days’ written notice. Clients may cancel their support agreement with 30 days’ notice unless bound by a longer contract. Refunds are not issued for unused time or early cancellations of prepaid services.

Need support now?
Submit a ticket anytime at https://kitchen.monstrous.io to contact your MMG Account Manager.