PSA - City Website Maintenance - Pathfinders Advertising & Marketing Group, Inc.

Home Browse Search

The objective of a retainer agreement is to achieve a win/win for both the client and agency. It provides a set budget and expectations for the client, as well as, provides the agency with a set number of hours of productivity that allows for proper capacity planning for your account. While billed monthly, hours utilized will be managed quarterly. This flexibility allows the collective team to determine what's most important at the time, so you aren't spending money on services when you don't need them. Pathfinders will proactively manage allotted hours, while making recommendations on the best ways to use the time. The client and agency may review the agreement activity every 90-days to ensure that the activity levels remain equitable for both partners. 1. Pathfinders is deemed to have responded when it has replied to the client's initial request. This may be in the form of an email, telephone call, or ticket via project management software to either provide a solution or request further information. 2. Pathfinders is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously. a. For instance, it may be possible to resolve a fatal server issue in minutes, simply by restarting the server. But if a server fails due to disk error or a hardware fault (also classed as a High Priority issue) it may take much longer to get back up and running. b. In all cases, Pathfinders will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the client. 3. Uptime guarantees will be inherited via client's hosting provider. 4. This statement of work (SOW) includes hard cost associated with third -party vendors/systems associated with proactive monitoring of the website. 5. This agreement begins October 22, 2019 and will remain in effect for a minimum, twelve-month period. 6. Client may stop this Agreement with thirty (30) days written notice. In the event that the Client cancels the Agreement, it is responsible for payment through the then current month and is not subject to any termination fees. 7. The Pathfinders Advertising Ongoing Website Maintenance and Support Plan fee includes the services as described above. Your Monthly Maintenance and Support Plan will be renewed Q1 in subsequent years, unless Pathfinders is notified otherwise. Should our fees or services change, Pathfinders will proactively notify the client and request approval prior to the annual Q1 billing cycle. O 2019 Pathfinders I All Rights Reserved