Terms & Conditions for Support Services

By using Pronto Marketing’s Technical Support, Website Support, or Dedicated Support services, you agree to be bound by the following terms and conditions. Pronto Marketing reserves the right to change the Terms and Conditions at any time without notice, and your continued use of Pronto Marketing constitutes your consent to such changes.

For websites built by Pronto, all copywriting, design, and development work is included at no extra cost. However, to maintain fair access to our team members across all clients, we limit the number of concurrent Website Projects (see What’s a Website Project? for more information) a client can have in progress at one time. This limit varies depending on the scope of the projects, but we typically start limiting in-progress work when two or three concurrent projects have been started. This is to prevent one extremely large project or several concurrent projects from one client from causing delays for other clients.

Additional Website Project requests will be placed in a queue and started once one of your current projects has been completed. If an additional project is urgent, we can start it immediately by pausing work on one of your other in-progress projects.

For Support clients with websites not built by Pronto, Website Projects come with additional fees, which will be quoted on a per-project basis.

We always strive to complete Website Projects as quickly as possible, but our turnaround time varies depending on the size and complexity of a project.

Here’s a rough estimate of the time it takes for the initial work to be completed on requests of various sizes:

  • Small (see What’s a Website Edit? for more information) – 0–2 business days 
  • Medium (e.g., creating a new landing page or inner page) – 3–7 business days 
  • Large (e.g., creating a new home page) – 7–14 business days 

These ranges can vary significantly depending on the scope of the request, and requesting revisions after the initial work is completed may extend the time frame by multiple business days.

If you have a specific deadline for a project, please let us know as soon as possible. We’ll do our best to meet your deadline but cannot guarantee that we’ll be able to do so.

24/7 Coverage and Response Times

Our support team is available 24 hours a day, 7 days a week to assist with urgent requests. During weekdays, our full support staff is on hand to take care of all types of requests from small edits to large projects. On weekends, we have a smaller team handling urgent requests (e.g., a critical function on your website is broken, your website is down, etc.).

We don’t have official SLAs because response and resolution times can vary depending on the scope and complexity of the request. However, we typically respond to urgent requests in less than one business hour, and we respond to all other requests in less than one business day. Requests requiring specialized skills (such as copywriting, design, development, and marketing) may have slower response times and may take longer to complete (see Timeframe for Completion above).

Changing Support Plans

You can switch between Support plans at any time given the following conditions:

  • You cannot downgrade while you have in-progress website projects.
  • You can only downgrade twice in a 12-month period.

To downgrade your support plan, send a written request informing us of the effective date you’d like to downgrade by emailing [email protected].

Exempted Tasks

Our Support services do not include the following:

  • Complete website refresh – This is considered a Website Build and is charged according to the scope of the build.
  • Very large or complex requests – This includes implementing new WooCommerce solutions, developing a jobs board, making custom integrations for third-party tools, or creating a large customized new feature on your website, and may incur additional fees
  • Customized blog articles – If you’d like assistance with writing blog articles, please see our Custom Blogging service.
  • Copywriting, design, and development unrelated to your website – This includes creating brochures, eBooks, flyers, event banners, email templates, logos, and creating WordPress plugins, themes, or software applications.

Usage of Third-Party Services

As part of our Support subscriptions, we provide access to services that are delivered by third parties and billed to Pronto. We monitor the usage of these tools, and if your usage significantly exceeds the average, we may contact you to arrange to reduce your usage, charge extra fees to maintain your current usage, or suspend or terminate your access to the relevant third-party service.

Dedicated Support: Fair Usage Policy

While our support service is designed to be unlimited, we have implemented a monthly cap of 45 hours to ensure that we can deliver exceptional service quality and efficient resource allocation to all our valued customers. 

You are welcome to reach out for assistance as frequently as needed, without any restrictions on the number of inquiries or issues you may raise. However, we ask that you keep the aggregate time spent on issue resolution within the 45-hour monthly cap.

If you have unique circumstances that may occasionally require more than 45 hours of support in specific months, please contact us and we will be happy to work with you to find a tailored solution.

However, clients who consistently require more than 45 hours per month for tasks and projects may be subject to pricing adjustments to maintain fairness and sustainability.

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