Maintenance & Support Terms

1. What's Included

Your monthly service plan includes a set number of maintenance hours for routine updates to your RUN1T platform. Maintenance covers:

• Text and content updates
• Image and photo replacements
• Minor layout adjustments
• Blog and content uploads
• Basic form edits
• Pricing, hours, and contact information changes

2. What's Not Included

The following are considered project work and are scoped and billed separately from your maintenance hours:

• New pages or page templates
• New features or functionality
• Third-party integrations
• Automation workflows
• Major redesigns or layout overhauls
• Custom development beyond minor edits

Rule of thumb:If a request requires planning, architecture decisions, or introduces new functionality, it is a project — not maintenance. We'll always let you know before any additional charges apply.

3. Security & Infrastructure (Always Included)

The following are included in every plan at no additional cost and are never deducted from your monthly maintenance hours:

• Security patches and dependency updates
• SSL certificate management and renewal
• Uptime monitoring and incident response
• Platform hosting (Vercel + Supabase)
• Database backups and data protection

Security updates are applied within 48 hours of disclosure. We treat your platform's security as a baseline responsibility — not a billable service.

4. Monthly Hours by Plan

Response times refer to acknowledgment of your request, not completion time. Actual turnaround depends on the complexity of the update.

5. How Time Is Tracked

• Time is tracked in 15-minute increments, rounded up to the nearest increment
• Unused hours do not roll over to the following month
• Hours reset on the first of each billing cycle

6. Exceeding Your Hours

If you reach your included maintenance hours for the month, you have two options:

• Queue it:We'll add the request to next month's allocation at no extra cost
• Expedite it:We'll scope it as a separate micro-project and provide pricing before starting

We will never perform billable work without your approval.

7. Support Channels

All maintenance requests must be submitted through one of the following approved channels:

• Email to your designated support address
• Your RUN1T support ticket system (if enabled)

Requests submitted via text message, social media DMs, or other informal channels will not be tracked or guaranteed. This ensures every request is documented, prioritized, and completed efficiently.

8. Priority & Scheduling

Requests are prioritized by service tier. Scale Support clients receive same-day acknowledgment and priority handling. Practice, Shop, and Solo clients are served in order of submission within their tier's response window.

In cases of high volume, we may batch similar requests to deliver them more efficiently within your monthly hours.

9. Fair Use

Monthly maintenance is intended for reasonable, ongoing updates to your platform. Excessive, repetitive, or unusually complex requests that consistently exceed your plan's scope may require a plan upgrade or separate project agreement.

10. Additional Work & Projects

Work that falls outside maintenance is categorized as either a micro-project or a full project:

All project work requires a written scope and your approval before we begin. No surprises.

11. Changes to These Terms

We may update these terms with 30 days' written notice. Your continued use of the maintenance service after the notice period constitutes acceptance of the updated terms.

Questions?

If you're unsure whether something is maintenance or a project, just ask. We're happy to clarify before any work begins. Reach out at our contact page.