Website Maintenance & Support Proposal

Document ID: WBL-PROP-MNT-[ID]-v1.0 Prepared for: [CLIENT NAME] Prepared by: [PM NAME], Webility Date: [DATE] Valid Until: [DATE + 30 DAYS]

This proposal is confidential and prepared exclusively for [CLIENT NAME].

Why Website Maintenance Matters

Your website is not a brochure — it's living infrastructure. Without ongoing attention, it accumulates security vulnerabilities, performance regressions, broken integrations, and outdated content. The result: lost trust with visitors, reduced search visibility, and eventually, a website that needs to be rebuilt entirely.

The cost of a maintenance plan is a fraction of the cost of a single security incident, a broken checkout at peak season, or an emergency rebuild.

Webility's Website Care Plans are designed for businesses that need their digital presence to stay reliable, secure, and up-to-date without requiring an internal technical team to manage it.

Table of Contents

1. Plan Overview
2. What's Included — All Plans
3. Plan Tiers
4. Hosting Options
5. Service Level Agreement
6. Onboarding Process
7. Investment Summary
8. Terms & Next Steps

1. Plan Overview

All Webility Website Care Plans operate on a monthly retainer basis. You select the tier that matches your needs; we handle everything included in that plan proactively, without waiting for you to submit a ticket.

Our Maintenance Philosophy

Proactive, not reactive. We don't wait for your site to break. We monitor, update, and audit your website continuously so that problems are caught before they affect your visitors or your business.

Transparent reporting. Every month, you receive a report showing exactly what was done, how your site is performing, and what (if anything) requires your attention.

Real people, not bots. Your plan includes direct access to your dedicated Webility account contact — not a generic help desk.

2. What's Included — All Plans

Every Webility Website Care Plan includes the following as standard:

3. Plan Tiers

Tier Comparison

Plan Details

Starter Plan — [CURRENCY AMOUNT]/month

Best for: Informational websites, freelancers, small businesses with low traffic and infrequent content changes.

Included each month:

• Everything in Section 2 (All Plans)
• 1 hour of content updates (text changes, image swaps, basic CMS updates)
• Monthly updates applied in a single batch (tested on staging first)
• Email support — response within 2 business days
• Emergency response (site down or security incident): next business day

Content update examples (1-hour budget):

• Update a phone number, address, or team member photo
• Add 1–2 new testimonials to an existing page
• Fix a broken link or form error
• Publish a pre-written blog post to the CMS

Content hours are non-transferable and do not roll over month to month.

Professional Plan — [CURRENCY AMOUNT]/month

Best for: Growing businesses with moderate traffic, active blogs, or regular marketing activity.

Included each month:

• Everything in Starter, plus:
• 2 hours of content updates + minor technical adjustments
• Bi-weekly update cycles (more frequent security patches)
• Email + chat support — response within 1 business day
• Emergency response: same business day (during business hours)
• Broken link and 404 error monitoring with monthly fix included
• Core Web Vitals performance trend tracking with recommendations

Content update examples (2-hour budget):

• All Starter examples, plus:
• Create and publish a new page from provided content
• Update pricing tables or service descriptions
• Add new team member profile
• Apply minor CSS style changes

Business Plan — [CURRENCY AMOUNT]/month

Best for: E-commerce sites, lead generation businesses, or organizations where downtime or slow performance has direct revenue impact.

Included each month:

• Everything in Professional, plus:
• 4 hours of content updates, technical improvements, and minor feature work
• Weekly update cycles
• Advanced Web Application Firewall (WAF) configuration
• 4-hour emergency response SLA for critical issues (site down, checkout broken, security breach)
• Priority backup restore — response within 4 hours
• Monthly strategy call ([30] minutes) — performance review and digital recommendations
• Proactive database optimization
• [GDPR/Privacy compliance monitoring — cookie consent, form compliance, policy links]

Content + technical update examples (4-hour budget):

• All Professional examples, plus:
• Configure a new landing page template using existing design system
• Troubleshoot and fix a broken plugin or integration
• Add a new product or category to an e-commerce store
• Set up a new email notification or form routing rule

Enterprise Plan — Custom Pricing

Best for: Multi-site portfolios, high-traffic platforms, enterprise clients with compliance requirements, or organizations needing dedicated support commitments.

Included:

• Everything in Business, plus:
• Custom SLA (uptime, response times, escalation procedures)
• 8+ hours of content updates, technical work, and feature development
• 1-hour emergency response for critical issues
• Named dedicated account manager
• Quarterly in-person or video strategy review
• Annual security audit with written report
• Multi-site management with consolidated reporting
• Custom integrations maintenance (CRM, ERP, third-party APIs)
• Staff training sessions as needed
• Data residency and compliance documentation (GDPR, PIPEDA, etc.)

Enterprise pricing is negotiated based on site complexity, portfolio size, compliance requirements, and SLA commitments. Contact us for a custom quote.

What "Content Hours" Cover

Content hours are for changes to existing pages and CMS content. They are not for:

• ☐ Building new features or page templates (requires a separate SOW)
• ☐ Redesigning existing sections
• ☐ New plugin or system integrations
• ☐ Copywriting or content strategy

If a task exceeds the monthly hours, we will notify you in advance with an estimate. Additional hours are billed at [RATE]/hr with your approval before proceeding.

4. Hosting Add-On

Webility offers managed hosting as an add-on to any care plan, or as a standalone service.

Why Host With Webility?

• Optimized infrastructure: Servers configured specifically for your CMS and stack
• Managed security: Firewall, DDoS protection, and security headers pre-configured
• Performance-tuned: CDN integration, caching, image optimization
• Single point of contact: Hosting + maintenance managed by one team — no finger-pointing between your host and your agency
• Geographic flexibility: Hosting region selectable based on your audience and compliance needs (Canada, US, EU, and more)

Hosting Options

All hosting plans include: daily backups, free SSL, DDoS protection, managed server maintenance, and uptime monitoring. Domain registration is not included.

Hosting Regions Available

☐ Canada (Montreal / Toronto) ☐ United States (East / West) ☐ European Union (Frankfurt / Paris / Amsterdam) ☐ United Kingdom (London) ☐ Other (discuss — availability subject to provider)

5. Service Level Agreement

Response Time Commitments

Response times apply during Webility's business hours: [Monday–Friday, 9am–6pm EST/CET]. After-hours emergency escalation available on Business and Enterprise plans.

Uptime SLA

Uptime SLA applies to infrastructure under Webility's direct control. Excludes scheduled maintenance windows (notified 48 hours in advance), Force Majeure events, and third-party platform outages (Shopify, Stripe, etc.).

Scheduled Maintenance Windows

• Standard maintenance: [Tuesday / Thursday] nights, [11pm–2am EST] — [30] minutes or less
• 48-hour advance notice for any maintenance lasting longer than 30 minutes
• Emergency maintenance: May occur without advance notice if a critical security patch is required; notification sent immediately

6. Onboarding Process

When you join a Webility Website Care Plan, we follow a structured onboarding process to ensure we have full visibility into your site before assuming responsibility.

Onboarding Steps

Pre-Conditions for Plan Activation

We require the following before a Care Plan activates:

• Admin access to CMS (WordPress, Shopify, etc.)
• Hosting account access (FTP / SSH or cPanel / server panel)
• Domain registrar access (for DNS changes if required)
• List of all third-party plugins, integrations, and API keys
• Contact for emergency escalation (name, phone, available hours)
• Payment method on file (auto-billing setup)

If significant issues are discovered during the site audit that require remediation before we can responsibly maintain the site, we will quote a one-time remediation project separately.

7. Investment Summary

Recommended Plan for [CLIENT NAME]

Based on your site profile and requirements, we recommend the [PLAN NAME] plan:

Plan Options Summary

Annual pre-payment earns a 10% discount on plan fees (not hosting).

Billing

• Monthly plans: invoiced on the 1st of each month, due within 15 days
• Annual plans: invoiced at plan start, due within 15 days
• Hosting: billed monthly alongside the care plan
• Additional hours beyond plan allocation: billed at [RATE]/hr, invoiced at month-end

8. Terms & Next Steps

Contract Terms

• Minimum term: [3 months] — after which the plan continues month-to-month
• Cancellation: 30 days' written notice required. No refunds for partial months.
• Plan changes: Upgrade at any time, effective next billing cycle. Downgrades effective at renewal.
• Annual plans: Non-cancellable mid-term. Credited toward account if Client upgrades.

This maintenance engagement is governed by a Website Maintenance & Support Agreement, which incorporates the Webility MSA.

Multi-Site Clients

If you manage multiple websites (e.g., subsidiary brands, regional sites), ask us about our multi-site pricing. We offer tiered discounts starting at [10%] for the second site.

Transferring From Another Agency

If your site is currently maintained by another provider, we handle the transition. We'll coordinate access transfer and conduct a full audit before assuming responsibility — you don't need to manage the handover.

How to Proceed

1. Select your plan and let us know by email
2. We send the Maintenance & Support Agreement for signature
3. We collect site access credentials via secure form
4. We conduct the site audit and report findings
5. Plan activates — your site is in good hands

Webility [ADDRESS] | [EMAIL] | [PHONE] | webility.local

WBL-PROP-MNT-[ID]-v1.0 | Confidential | Valid until [DATE]