Master Services Agreement
This Statement of Work (“SOW”) is subject to the terms and conditions of the SAU/CAL Terms of Service. As noted in the Terms of Service, this SOW and the Terms of Service together comprise a legally binding agreement between us. When you purchase this Service from us you accept the terms of the Terms of Service and of this SOW.
Overview of Services Under This SOW
Most websites require routine updates and basic maintenance. This agreement will help ensure that Your business runs smoothly by providing for ongoing work to be done by SAU/CAL’s skilled team of developers and technical staff.
Hours of Reserved Service
You will be provided with access to SAU/CAL staff on a reserved basis. SAU/CAL’s developers (and other staff or contractors as appropriate) shall complete up to 5 hours of work for You.
Hours are “bankable” but may not be carried forward more than twelve months, and are forfeited if You terminate this agreement for any reason or we terminate if for cause.
Fee
You will be charged the price set forth on the Service description page.
Turnaround Time
When You request work You can be confident that we will perform the work promptly, unless we inform You that the work is too substantial to be performed within our usually prompt response time. We encourage You to schedule tasks with SAU/CAL in advance to ensure that tasks are completed in a timely manner. Where appropriate (or requested by You) SAU/CAL shall provide you with an estimated completion time for Your tasks.
Emergency Rate
SAU/CAL’s “Emergency Rate” shall be the amount set out on the Service description page, and shall be billed in fifteen minute increments.
The Emergency Rate shall apply to all work that is requested by You that must be completed on an urgent basis and meets one of the following criteria:
- Weekends or statutory holidays (legally-mandated Federal holidays or Alberta holidays)
- After 5pm EST (as requested by You)
- Requested to be completed within 24 hours of the time the request is received (e.g. “immediately”)
Due to the urgent and unscheduled nature of emergencies, it is possible that SAU/CAL may not be able to appropriately staff your emergency. SAU/CAL takes emergency requests seriously and is often able to fulfill them (at the rate quoted above). If SAU/CAL cannot fulfill Your request then it will inform You and You will be charged the standard rate.
Services To Be Provided
SAU/CAL shall provide the following services (in the form of tasks, as described above), according to the priorities that You establish:
- Image adjustments
- e-Commerce product additions
- Form/database creations
- Content updates
- New pages (same design)
- Email & phone technical support
- Minor database optimization
- Plugin development