Terms
Maintenance & Support Terms
The use of this Website (www.telxweb.com) is governed by the policies, terms, and conditions set forth below. Please read them carefully as your use of this site, your placement of an order, or your submittal of any purchase order to Telx Web indicates acceptance of these terms and conditions.
You agree to be bound by and accept this agreement as applicable to your purchase of product(s) from www.telxweb.com. These terms and conditions are subject to change without prior written notice at any time, in Telx Web’s sole discretion.
Once a credit card has been secured by our sales department for a support, training or discovery request for a problem you’re inquiring about, your project will be put in the Telx Web work queue and response time will be governed by the support package that you have enrolled in.
Website maintenance packages and prices
The Standard Package – billed monthly at $99.
- S. based technical support, 9am – 5pm EST, Monday – Friday
- 15 hours of programming and design each month
- 1GB website hosting
- Add or remove pages from your website
- Content and design modification
- Fast turnaround on projects
- S. based phone and email customer service support
- Redundant, high-performance hosting
- A real-time firewall
- On-site and off-site weekly backups (held for 30 days)
- Daily malware scans
- Regular software updates
- 24/7/365 website monitoring
The Professional Package – billed monthly at $199
- S. based technical support, 9am – 5pm EST, Monday – Friday, and emergency after hours’ support
- Unlimited hours of programming and design each month
- Unlimited website hosting
- Add or remove pages from your website
- The option to change your site’s layout and framework
- Content and design modification
- Priority turnaround on projects
- S. based phone and email customer service support
- Redundant, high-performance hosting
- A real-time firewall
- On-site and off-site weekly backups (held for 30 days)
- Daily malware scans
- Regular software updates
- 24/7/365 website monitoring
- Shopping cart development
Response Times | Website Maintenance:
- For the Standard Package, support hours are: 9am – 5pm, EST, Monday through Friday; and no weekend support. We will respond to tickets within two (2) business days.
- For the Professional Package, Telx Web technicians will respond within 4 hours and offer emergency support (in situations such as a system downtime or a cybersecurity request).
MORE on Response Times:
Support requests will be placed within the Telx Web work queue based on the SLA response times you’ve purchased (Standard or Professional packages, respectively).
MORE on Emergency Support:
**Emergency rates NOT required for Telx Web hosting emergencies.
Before initiating an emergency, please be aware emergency support requires our staff to respond after hours and postpone existing projects to focus 100% on the emergency situation. Except for Telx Web hosting outages, initiating emergency support is billed by the hour regardless of fault. Once emergency support is initiated all hours are billed at our emergency rate, unless you re-schedule support for a later date.
MORE on Phone Support:
Phone support is available for both packages, and includes live support from a U.S. based technician. Simply email support@telxweb.com to open a service ticket or call our office at 1.800.7070.932
Website maintenance can be used for:
Hosting:
- Backing up files and databases
- Restoring files and database backups
- Managing the files and databases on the server (includes freeing up space, deleting old databases, etc.)
- Managing domain settings (if registrar credentials are provided)
- Managing SSL certificates
- Fixing any bugs related to hosting upgrades
- Configuring a separate development environment (if desired)
Ecommerce Integration:
- Adjusting mappings
- Troubleshooting integration issues
- Additional integration training
X-Cart:
- Installing modules
- Installing additional skins
- Adjusting any X Cart or module configuration
- Applying minor version updates (i.e. upgrading from 4.4.4 to 4.4.5, not 4.3 to 4.4)
- Updating or adding site content (static pages, product information, company information, personal information, uploading banner images, language variables, etc.)
- All troubleshooting and bug investigation. Includes module conflicts and other issues
- Fixing any bugs related to Telx Web modules found after the 30-day guarantee
- Fixing any bugs related to Telx Web custom development found after the 30-day guarantee
- Prevention and/or removal of malware and other security threats
- Fixing any bugs related to hosting upgrades
- Additional X Cart or Telx Web module training
- Any stylesheet changes
Magento:
- Installing modules
- Installing additional themes
- Adjusting any Magento or module configuration
- Applying Magento update packages
- Updating or adding site content (static pages, product information, company information, personal information, uploading banner images, language variables, etc.)
- All troubleshooting and bug investigation
- Fixing any bugs related to Telx Web modules found after the 30-day guarantee
- Fixing any bugs related to Telx Web custom development found after the 30-day guarantee
- Prevention and/or removal of malware and other security threats
- Fixing any bugs related to hosting upgrades
- Additional Magento or Telx Web module training
- Any stylesheet changes
Drupal:
- Installing modules
- Installing additional themes
- Adjusting any Drupal or module configuration
- Applying minor version updates
- Creating additional custom content types
- Creating additional custom views
- Updating or adding site content (static pages, product information, company information, personal information, uploading banner images, language variables, etc.)
- All troubleshooting and bug investigation. Includes module conflicts and other issues
- Fixing any bugs related to Telx Web modules found after the 30-day guarantee
- Fixing any bugs related to Telx Web custom development found after the 30-day guarantee
- Prevention and/or removal of malware and other security threats
- Fixing any bugs related to hosting upgrades
- Additional Drupal or Telx Web module training
- Any stylesheet changes
WordPress:
- Installing plugins
- Installing additional themes
- Adjusting any WordPress or plugin configuration
- Applying minor version updates
- Updating or adding site content (static pages, product information, company information, personal information, uploading banner images, language variables, etc.)
- All troubleshooting and bug investigation
- Fixing any bugs related to Telx Web modules found after the 30-day guarantee. Includes module conflicts and other issues
- Fixing any bugs related to Telx Web custom development found after the 30-day guarantee
- Prevention and/or removal of malware and other security threats
- Fixing any bugs related to hosting upgrades
- Additional WordPress or Telx Web module training
- Any stylesheet changes
Design:
- Adding new content (text, images, banners)
- Text and image enhancements
- Promotional updates
- News, offers, and special announcements
- Seasonal content updates
- Working with a design expert on seasonal font and color changes
- Creating promotions, coupons or discounts
- Linking social media to your store
- Adding new pages to your website
MORE on monthly plans
Customers have the ability to increase the monthly hours in their website maintenance plan based on what we determine to be your average hours per/month.
Your maintenance plan’s hours expire at the end of each month and cannot be accumulated or saved for the future. Additional hours can be purchased in $45/hour increments.
Additionally;
1. First month charges for new agreements will be prorated, and upon contract acceptance by both parties, the full month charged will be assessed within the next billing cycle (1st of the following month).
2. It is understood and accepted that this contract is to be signed by the business owner and/or a duly authorized officer of the company only. Telx is not responsible for any hiring/firing decisions by the customer, and customer agrees that they will be held to the terms of this contract for the duration should the signing party be terminated for any reason by the customer.
3. The website support program is provided on a one-year contract basis and after the one-year period, it will renew for another year. 30 days’ written notice is required to cancel services. In case of early contract termination, All Service Cancellations require a 30 days’ notice. If you cancel or downgrade your website maintenance plan before the end of your annual agreement, you will be billed for the remainder of the year in which you enrolled for our support. Accounts can only downgrade a support level (from the Professional Package to the Standard Package) after the completion of the first year of their enrollment.
By signing this contract, Customer agrees to have his credit card charged or electronic check/ACH for the amount determined by Telx should a balance remain.
4. The hours available for free support do not accrue, and expire at 5:00 PM of the last business day of the calendar month.
Support Center
Please be aware that by posting a request in our support center, you’ll be initiating the use of your website maintenance plan’s hours. If your website maintenance plan’s hours have been exhausted for the month, then you’ll be billed at a discounted rate, based on your current website maintenance plan. Only support requests related to rare server outages or basic sales inquiries will be exempt from this rule.
Support hours used for the month:
Please contact our staff if you would like to know how many support hours you’ve used for a month. Website support hours do not rollover; additional support hours can be purchased in $45/hour increments.
Customer’s Responsibilities
- Customer is responsible for (i) RMS hardware, (ii) internal operating systems, (iii) internal network setup, (iv) internal network maintenance and (v) setup and use of any internal file access control systems.
- Customer is responsible for ensuring that its personnel have sufficient training to attain and maintain competence in the operation of the Products.
- Customer is responsible for ensuring that all support requests are posted in a support ticket in Telx Web’s support center. Our staff will only post tickets when absolutely necessary when our customers are unable. The customer is responsible for supplying credentials to the hosting server account control panel and/or any other access required to facilitate our Website Support Program.
Renewal
Website maintenance plans will automatically renew without notice at the updated current rate and subject to the updated current terms unless the customer notifies Telx Web in writing sixty (30) days in advance to continue a new maintenance contract.
Early Cancellation and Penalties
All Service Cancellations require a 30 days’ notice. If you cancel or downgrade your website maintenance plan before the end of your annual agreement, you will be billed for the remainder of the year in which you enrolled for our support. Accounts can only downgrade a support level (from the Professional Package to the Standard Package) after the completion of the first year of their enrollment.
Warranty
The developer (Telx Web) warrants the services provided based on the scope of work detailed within the Telx Web support center. The entire risk as to the quality and performance of the web pages and website is with the client. The developer makes no warranty that the website and software is totally error free or that the client will be able to operate the website and software without any problems or interruptions caused by unforeseen problems or untested scenarios. Upon being notified by the developer that work has been completed the client has 14 days to report any bugs directly related to the scope of work reported in the Telx Web support center and Telx Web will continue to fix any found bugs for 30 days. The developer will not be responsible for any direct, indirect or consequential damages that may result from the use of its services, including loss of data resulting from delays, non-delivery or interruption in service. In no event will the developer be liable to the client or any third party for any damages, including any lost profits, lost savings or other incidental, consequential or special damages arising out of the operation of or inability to operate these web pages or website, even if the developer has been advised of the possibility of such damages. You acknowledge and agree that the developer cannot guarantee the absence of service interruptions caused by acts of nature or other circumstances beyond our control.
Telx Web disclaims all other warranties, expressed or implied, including but not limited to implied warranties of merchantability and fitness for a particular purpose, with respect to services provided.
Please note that initiating any type of support request will automatically count against your website maintenance plan’s hours based on your service level agreement. If additional hours are needed above your SLA, Telx Web will attempt to inform you within our support center.