This Website Maintenance Agreement (“Agreement”) is hereby entered into between you, your employees and agents (collectively “Client”) and applies to the purchase of all monthly website maintenance services (hereinafter collectively referred to as “Maintenance Services”) ordered by Client.

Term and Termination
This Agreement shall be effective as of the time frame Client signs up for Maintenance Services. This Agreement may be terminated by either party upon 30 day written notice to the other, if the other party breaches any material obligation provided hereunder and the breaching party fails to cure such breach within thirty (30) days of receipt of the notice. This Agreement may be terminated by TC Out Loud / Tina Carson (i) immediately if Client fails to pay any fees hereunder; or (ii) if Client fails to cooperate with TC Out Loud / Tina Carson or hinders TC Out Loud / Tina Carsons’ ability to perform the Maintenance Services hereunder

The Premium Maintenance Plan Services -

TC Out Loud / Tina Carson agrees to provide Client with Maintenance Services as described in this Agreement. Maintenance Services include:


THE PREMIUM includes:
Included in this plan:
- Full weekly backups
- Full daily database backups
- Full software updates (WordPress, plugins, and theme)
- Monthly malware scan & Security checks
- Uptime monitoring
- Monthly database optimization
- Site review – functionality tests
- On-Page SEO check – Plan B
- 4 Hours Development Retainer / Technical Support
- Security plugin monitoring and configuration
- Quarterly business and strategy review


Included with every plan:
- WordPress expertise
Any website support requests, above and beyond what is outlined in package, or WordPress questions requiring a response by TC Out Loud / Tina Carson will count towards the monthly allotted time.

Upgrades to Client’s content management system, including plugins and themes.*
Cloud backup of website on a daily, weekly, or monthly basis, depending on Maintenance Package purchased.*
Recovery of website files from backups.*
Uptime monitoring (if included in package purchased).*
Regular security scans (if included in package purchased).*
*These are tasks that are done throughout the month and will be detailed in your monthly report. Some items, such as updates, only occur when necessary and when we know the update is a stable version and it is okay to proceed.

Malware, Spam, or Malicious Code
Removal of malware, spam, and malicious code from Client’s website is available for an additional charge of $199 per incident for clients who are on a maintenance plan at the time of infection.

Fees; Limitations on Refunds and Cancellation Fees
Client agrees to pay TC Out Loud / Tina Carson any and all fee(s) as billed in accordance with this Agreement. The fee(s) must be received prior to the start of any Maintenance Services. The Client further agrees that, in the event of any termination of this agreement by Client, no refunds shall be given under any circumstances. The Client further agrees to pay upon cancellation any other amounts due to TC Out Loud / Tina Carson for work provided at Client’s request above and beyond the monthly allotted time of monthly agreement. TC Out Loud / Tina Carson is hereby authorized to charge client’s credit card account or other payment mechanism for any amounts owed by Client to TC Out Loud / Tina Carson.

Client Responsibilities
For the purposes of providing these services, Client agrees:

To properly convey to TC Out Loud / Tina Carson the information that needs to be changed or added.
To answer any questions from TC Out Loud / Tina Carson, in regards to task work on website, promptly.
To provide TC Out Loud / Tina Carson with access to its website for creating new pages, and making changes for the purpose of providing Maintenance Services.
To provide TC Out Loud / Tina Carson access their web hosting account, providing active user name / password combinations for access to the server via FTP, assuring that ‘write permissions’ are in place on hosting provider.

TC Out Loud / Tina Carson has no control over your hosting company in regards to server downtime, incompatibilities with software, PHP compatibility issues, etc.

TC Out Loud / Tina Carson is not responsible for Client’s email issues or troubleshooting problems on their own computer. Our role is to maintain and keep your website running at its optimal capabilities.

TC Out Loud / Tina Carson has no control over the policies of search engines or directories with respect to the type of sites and/or content that they accept now or in the future. Client’s web site(s) may be excluded from any search engine or directory at any time at the sole discretion of the search engine or directory entity.

Additional Services – Additional services not listed herein will be provided for a fee of $65.00 per hour. TC Out Loud / Tina Carson is not responsible for search engine optimization (SEO), developing new content, or writing new copy for Client. Client will be charged an additional fee for writing content, based on the hourly rate of $100.00 per hour (discounted fees do not apply toward this type of work). Clients who need SEO work done must sign up for one of our SEO Packages.

Updates to text, images, and other minor changes to Client’s website pages. The amount of time dedicated towards these tasks each month will be determined by the Maintenance Package purchased by Client at the time of signup.

Any website support requests, above and beyond what is outlined in package, or WordPress questions requiring a response by TC Out Loud / Tina Carson will count towards the monthly allotted time.

Upgrades to Client’s content management system, including plugins and themes.*
Cloud backup of website on a daily, weekly, or monthly basis, depending on Maintenance Package purchased.*
Recovery of website files from backups.*
Uptime monitoring (if included in package purchased).*
Regular security scans (if included in package purchased).*
*These are tasks that are done throughout the month and will be detailed in your monthly report. Some items, such as updates, only occur when necessary and when we know the update is a stable version and it is okay to proceed.

Malware, Spam, or Malicious Code
Removal of malware, spam, and malicious code from Client’s website is available for an additional charge of $199 per incident for clients who are on a maintenance plan at the time of infection.
Removal of malware, spam, and malicious code that is existing on a website when a Client signs up for a maintenance plan will be charged at a rate of $499 for removal. This charge includes a one year subscription to WordFence Premium ($99 value) after removal has been done. This charge does not include working with Google or other search engines on your behalf to solve any issues your infection as caused you with their services.

Fees; Limitations on Refunds and Cancellation Fees
Client agrees to pay TC Out Loud / Tina Carson any and all fee(s) as billed in accordance with this Agreement. The fee(s) must be received prior to the start of any Maintenance Services. The Client further agrees that, in the event of any termination of this agreement by Client, no refunds shall be given under any circumstances whatsoever. The Client further agrees to pay upon cancellation any other amounts due to TC Out Loud / Tina Carson for work provided at Client’s request above and beyond the monthly allotted time of monthly agreement. TC Out Loud / Tina Carson is hereby authorized to charge Client’s credit card account or other payment mechanism for any amounts owed to TC Out Loud / Tina Carson.

Client Responsibilities
For the purposes of providing these services, Client agrees:

To properly convey to TC Out Loud / Tina Carson the information that needs to be changed or added.
To answer any questions from TC Out Loud / Tina Carson, in regards to task work on website, promptly.
To provide TC Out Loud / Tina Carson with access to its website for creating new pages, and making changes for the purpose of providing Maintenance Services.
To provide TC Out Loud / Tina Carson access their web hosting account, providing active user name / password combinations for access to the server via FTP, assuring that ‘write permissions’ are in place on hosting provider.
Client Acknowledgements – Client understands, acknowledges and agrees that:

The amount of time allotted for updates to text, images, and other minor changes, is determined by the Maintenance Package that they purchased and will be billed in fifteen (15) minute increments.

Client understands that all work for monthly maintenance tasks will be scheduled according to TC Out Loud / Tina Carson’s workflow. We have a process and maintain sites for many Clients, therefore all website updates work that counts towards your monthly time allotment is done on a first come first serve basis, except in the case of a total website down issue, which would be considered an “emergency.”

Failure by Client to answer a question critical to the completion of a task within 5 business days may cause that task to be “bumped” and moved to the “end of the line” in our work queue. Depending on the time of month, this could cause that task to roll over into the next month’s bucket of update requests.

Once the time allotted in their Maintenance Package has been reached for the month, any unfinished tasks on the Client’s task list will be rolled into the next month for processing.
All monthly updates are scheduled at our convenience and in accordance with our schedule. We have a process and a workflow that we use to maintain all of our clients’ websites in a fair and orderly fashion. The only exception being in the case of Client’s website being totally offline or down for some reason, in which case their issue would be considered an ‘emergency’ and would take priority.

Should the Client wish to have additional tasks completed in the same month, they will be billed on an hourly basis of $100 per hour less the discount rate provided for such work in the Maintenance Package that they purchased.

Client understands that if they provide TC Out Loud / Tina Carson with a maintenance task and the task has been completed, then they wish to make changes to the task, any additional time to make these changes will count towards the monthly allotment of time.

Website updates exclude, but are not limited to, image editing, graphic design, graphic editing, database design, database changes, programming, and search engine optimization.
Website updates do not include website redesign, re-alignment or re-development equalling more than 50% change to web page, web graphics on the website (i.e. 4 graphics on website, and you want 3 changed, there is a charge for anything above 2, meaning 50%).
CMS design, integration of plugins that require intensive configuration, or programming of things that require extensive time to set up, including but not limited to blogs, shopping carts, API integrations with third party services, and web forums are not considered “minor” changes and therefore are not included in the Maintenance Agreement. These require a separate design or development agreement.

Maintenance Agreement does not include training on how to use your website, WordPress, or email.

Maintenance Agreement does not include training on search engine optimization (SEO) or other online digital marketing.

All communications will be done during regular business hours, which are Monday through Friday from 9:00 AM to 5:00 PM (PST).

TC Out Loud / Tina Carson has no control over your hosting company in regards to server downtime, incompatibilities with software, PHP compatibility issues, etc.

TC Out Loud / Tina Carson is not responsible for Client’s email issues or troubleshooting problems on their own computer. Our role is to maintain and keep your website running at its optimal capabilities.

TC Out Loud / Tina Carson has no control over the policies of search engines or directories with respect to the type of sites and/or content that they accept now or in the future. Client’s web site(s) may be excluded from any search engine or directory at any time at the sole discretion of the search engine or directory entity.

Additional fees could be charged if the information provided has to be typed and exceeds the amount of time to do that is allotted in our Maintenance Package.

If changes are made by TC Out Loud / Tina Carson according to Client’s information, and the changes are not correct, additional time to remedy the changes fall under the time allotted each month.

Unused time is not accumulative. Unused time does not transfer from month to month. Maintenance Services time is strictly month to month.

TC Out Loud / Tina Carson is not responsible for rewriting sentences, restructuring paragraphs, or checking for typing errors, misspellings, etc.

TC Out Loud / Tina Carson is not responsible for changes made to Client’s web site(s) by other parties, including the Client themself.

During the duration of this contract, the Client agrees that TC Out Loud / Tina Carson will be the sole provider of maintenance services for the website, and no other party will have access to or rights to change the web site. If a party, including the Client, other than TC Out Loud / Tina Carson makes changes to the web site, any errors that are created must be repaired and will be charged for at the hourly rate specified above.

TC Out Loud / Tina Carson is not responsible for third-party plugins that may become unusable as a result of Maintenance Services performed.

TC Out Loud / Tina Carson will not repair Client’s website(s) that became compromised, hacked, or otherwise defaced or infected prior to ordering Maintenance Services.

Recovery or repair of Client’s website is not guaranteed.

Availability of backups is not guaranteed.

Scheduling of Maintenance Tasks – Because of the nature of our business, we are juggling multiple maintenance clients, on top of several large web design projects, at any given time. Because time is at a premium, we don’t take on more Clients than we can handle, however, scheduling is a priority for us. We schedule all work for the month in advance to maintain a workflow that is conducive for our business and for all of our Clients. When we take on a maintenance Client they are given a set amount of time in our schedule for maintenance tasks that can be done each month that are counted towards their monthly time allotment. Please understand that the scheduling of these tasks is totally at the discretion of TC Out Loud / Tina Carson. The only time we “bump” one Client’s tasks for another Client’s place in line is in the case of an emergency. Unless a website problem interrupts your business monetarily, for instance an eCommerce site that goes down or has problems with checkouts, or it is totally down or offline, it is not considered an emergency. We will provide the amount of time you have contracted for each month towards updates, however we do it in accordance with our schedule. This is the only way we can be fair to all of our Clients.

Additional Services – Additional services not listed herein will be provided for a fee of $100.00 per hour. TC Out Loud / Tina Carson is not responsible for search engine optimization (SEO), developing new content, or writing new copy for Client. Client will be charged an additional fee for writing content, based on the hourly rate of $100.00 per hour (discounted fees do not apply toward this type of work). Clients who need SEO work done must sign up for one of our SEO Packages.

Limited Liability – There shall be no refunds, TC Out Loud / Tina Carson makes no warranty of any kind, whether express or implied, with regard to any third party products, third party content or any software, equipment, or hardware obtained from third parties.

Client Representations – Client makes the following representations and warranties for the benefit of TC Out Loud / Tina Carson:

Client represents to TC Out Loud / Tina Carson and unconditionally guarantees that any elements of text, graphics, photos, designs, trademarks, or other artwork furnished to TC Out Loud / Tina Carson are owned by Client, or that Client has permission from the rightful owner to use each of these elements, and will hold harmless, protect, and defend TC Out Loud / Tina Carson and its subcontractors from any claim or suit arising from the use of such elements furnished by Client.

Client guarantees to TC Out Loud / Tina Carson and unconditionally guarantees that Client’s website has not been compromised, hacked, or otherwise defaced or infected prior to ordering Maintenance Services.

Client guarantees any elements of text, graphics, photos, designs, trademarks, or other artwork provided to TC Out Loud / Tina Carson for inclusion on the website above are owned by Client, or that Client has received permission from the rightful owner(s) to use each of the elements, and will hold harmless, protect, and permission from the rightful owner(s) to use each of the elements, and will hold harmless, protect, and defend TC Out Loud / Tina Carson and its subcontractors from any liability or suit arising from the use of such elements.
From time to time governments enact laws and levy taxes and tariffs affecting Internet electronic commerce.

Client agrees that the client is solely responsible for complying with such laws, taxes, and tariffs, and will hold harmless, protect, and defend TC Out Loud / Tina Carson and its subcontractors from any claim, suit, penalty, tax, or tariff arising from Client’s exercise of Internet electronic commerce.

Confidentiality – The parties agree to hold each other’s Proprietary or Confidential Information in strict confidence. “Proprietary or Confidential Information” shall include, but is not limited to, written or oral contracts, trade secrets, know-how, business methods, business policies, memoranda, reports, records, computer retained information, notes, or financial information. Proprietary or Confidential Information shall not include any information which: (i) is or becomes generally known to the public by any means other than a breach of the obligations of the receiving party; (ii) was previously known to the receiving party or rightly received by the receiving party from a third party; (iii) is independently developed by the receiving party; or (iv) is subject to disclosure under court order or other lawful process. The parties agree not to make each other’s Proprietary or Confidential Information available in any form to any third party or to use each other’s Proprietary or Confidential Information for any purpose other than as specified in this Agreement. Each party’s proprietary or confidential information shall remain the sole and exclusive property of that party. The parties agree that in the event of use or disclosure by the other party other than as specifically provided for in this Agreement, the non-disclosing party may be entitled to equitable relief. Notwithstanding termination or expiration of this Agreement, TC Out Loud / Tina Carson and Client acknowledge and agree that their obligations of confidentiality with respect to Proprietary or Confidential Information shall continue in effect for a total period of three (3) years from the effective date.

Force Majeure – Neither party will be liable for, or will be considered to be in breach of or default under this Agreement on account of, any delay or failure to perform as required by this Agreement as a result of any causes or conditions that are beyond such Party’s reasonable control and that such Party is unable to overcome through the exercise of commercially reasonable diligence. If any force majeure event occurs, the affected Party will give prompt written notice to the other Party and will use commercially reasonable efforts to minimize the impact of the event.