SiteCare Maintenance Agreement 

Last Updated: September 1, 2025

This Service Level Agreement (“Agreement”) is entered into between you, your employees, and agents (collectively the “Client”) and Flagship Digital Marketing (“Provider”). It applies to the purchase of all Monthly Website Maintenance Services (hereinafter collectively referred to as “SiteCare”) ordered by the Client. By enrolling in SiteCare, the Client agrees to the terms and conditions outlined below.

Term and Termination

This Agreement shall be effective as of the date the Client subscribes to SiteCare. It shall remain in effect until terminated in accordance with these terms. Either party may terminate this Agreement by providing thirty (30) days’ written notice if the other party breaches any material obligation and fails to cure such breach within thirty (30) days of receipt of the notice.

Flagship Digital Marketing may terminate this Agreement immediately if the Client fails to pay any required fees, fails to provide necessary access, or otherwise hinders Flagship’s ability to perform SiteCare. Upon termination, services will cease at the end of the notice period, and the Client’s website will be migrated to their own server. The Client will then assume responsibility for all future maintenance, updates, backups, and premium licenses.

Scope of Services

Flagship Digital Marketing agrees to provide SiteCare services as outlined in the Client’s selected package (Core, Essentials, or Support). Services may include:

• Hosting and server management
• CMS, plugin, and theme updates
• Security monitoring and malware detection
• Backup management
• Content and technical support (based on package level)

Package Details

• Core – Hosting and updates, malware scans, emergency-only support, and two (2) days of onsite backups.
• Essentials – Includes Core services plus thirty (30) minutes of monthly support, three (3) to five (5) business day response for non-emergency issues, and fourteen (14) days of off-site database and weekly file backups.
• Support – Includes Essentials services plus two (2) hours of monthly support, one (1) to two (2) business day response for non-emergency issues, and thirty (30) days of off-site database and weekly file backups.

Support time is allocated monthly, does not roll over, and any unused time is forfeited. Additional hours are available at a twenty percent (20%) discount off the standard hourly rate.

Support Policy

Emergency Support includes any situation where the Client’s website is offline, inaccessible, or compromised by hacking. These issues are addressed immediately.

Non-Emergency Support includes routine content updates, technical fixes, and strategic inquiries. Response times are based on the Client’s package level.

All support requests must be submitted via [email protected] or the Client Support Portal (support.flagshipdm.com) to be tracked and resolved properly. Requests made outside these channels are not guaranteed to be addressed. Clients may escalate unresolved tickets by marking them as “High Priority.”

Client Responsibilities

The Client agrees to:

1. Provide Flagship Digital Marketing with the necessary administrative access and credentials to perform updates and maintenance.
2. Provide accurate and timely content for updates.
3. Refrain from interfering with scheduled updates. If access is blocked, the Client must perform all updates within thirty (30) days. Failure to do so is a breach of this Agreement.

Flagship Digital Marketing is not responsible for rewriting or correcting Client-provided content unless additional services are purchased.

Payment Terms

All monthly SiteCare payments are due on the first (1st) of the month. Payments received after the fifth (5th) are considered late. Accounts with balances unpaid by the fifteenth (15th) may be suspended. If payment is not received within forty-five (45) days of the due date (sixty [60] days total), the account may be terminated.

Hourly services and retainers must be paid in advance. SiteCare clients receive a twenty percent (20%) discount on additional services beyond their package allotment.

Premium Plugins and Software

As part of SiteCare, Flagship Digital Marketing may provide access to premium plugins and software (such as Divi and Gravity Forms). These licenses are only valid while you are subscribed to SiteCare. If the Client discontinues SiteCare, the Client must purchase their own licenses to continue using the service.

Warranty

All updates performed under SiteCare include a thirty (30) day warranty covering errors or issues resulting directly from the update. This warranty does not extend to new features, redesigns, or issues caused by third-party interference. Services outside the scope of this Agreement are billed separately.

Disclaimers and Limitations of Liability

1. No Guarantee of Results – Flagship Digital Marketing will use reasonable efforts to maintain and support Client websites but does not guarantee specific performance outcomes, website traffic, or business results.
2. Third-Party Plugins – Flagship Digital Marketing is not responsible for the performance, continued availability, or conflicts of third-party plugins. If a plugin becomes unusable as a result of updates, additional work may be required and billed separately.
3. Pre-Existing Issues – Flagship Digital Marketing will not repair websites that were hacked, infected, or otherwise compromised prior to enrollment in SiteCare.
4. Malware & Hack Recovery – If a website becomes infected while under SiteCare, removal may be provided at an additional cost ($199 per incident if already enrolled; $499 if the issue predates enrollment). Recovery cannot be guaranteed.
5. No Refunds – Fees paid for SiteCare are non-refundable. Upon cancellation, the Client agrees to pay all fees owed, including any applicable cancellation fees.

IN NO EVENT SHALL FLAGSHIP DIGITAL MARKETING BE LIABLE TO THE CLIENT FOR ANY INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES, INCLUDING LOSS OF PROFITS OR DATA, ARISING FROM SERVICES PROVIDED UNDER THIS AGREEMENT.

Indemnification

The Client agrees to indemnify and hold harmless Flagship Digital Marketing, its affiliates, officers, and employees from any claims, damages, liabilities, costs, or expenses arising from content supplied by the Client or from third-party claims of intellectual property infringement related to Client-provided materials.

Dispute Resolution

Any disputes arising from this Agreement will first be subject to mediation. If mediation fails, disputes shall be submitted to binding arbitration under the American Arbitration Association.

Entire Agreement

This SLA constitutes the complete and exclusive understanding between the Client and Flagship Digital Marketing with respect to SiteCare services. No oral statements or outside promises shall alter its terms. Any amendments must be made in writing and signed by both parties.

Need assistance or have questions about your SiteCare coverage?
Please contact us via the Support Portal or email [email protected].