Socially Active Media

Technical Support Policy

Updated July 19, 2025

This Technical Support Policy (“Policy”) governs the provision of technical support services by Socially Active Media to its Users and clients. This Policy is incorporated by reference into the main Terms of Service and the Website Maintenance Terms and Conditions.

1. Scope of Technical Support

Technical support is designed to assist the User with issues related to the proper functioning of the User’s digital assets that Socially Active Media is contracted to manage or maintain under an active Website Maintenance Terms and Conditions agreement.

1.1 Covered Support

Technical support covers the following areas:

  • Troubleshooting: Identifying the cause of errors, bugs, or unexpected behavior.
  • Fixing Breakages: Restoring functionality following a failure caused by updates performed by Socially Active Media.
  • Access Issues: Resolving problems with administrative access to the website, hosting panel, or third-party accounts.
  • Third-Party Integrations: Providing support for the initial integration and troubleshooting of common, licensed third-party services that Socially Active Media has previously configured.

1.2 Premium Plan Developer Technical Support (2 Hours)

For clients with Premium Maintenance Plans only, two hours of Developer Technical Support are included monthly. This dedicated time covers troubleshooting and HTML/CSS coding changes for tasks such as: adding pages, changing page layouts, small migrations, and adding sub-domains.

1.3 Excluded Support (Not Covered)

Support does not cover, and may incur additional charges (see Section 4), for the following:

  • Training: Instructions on how to use the CMS, general software, or third-party tools, unless explicitly included in a service agreement.
  • New Custom Development: Requests for new features, complex coding, customized integration behavior, strategic consulting, or any work otherwise determined by Socially Active Media to require the negotiation of a Consulting and Development Services Agreement (CDSA).

1.4 Non-Client and Expired Contract Support

The technical support services outlined in Section 1.1 are contingent upon the User maintaining an active Website Maintenance Terms and Conditions agreement with Socially Active Media.

Any request for troubleshooting, issue resolution, or consultation from a:

  1. Prospective Client (a user who has never held a contract).
  2. Past Client (a user whose maintenance contract has expired or been terminated).

will be classified as New Custom Development and must be performed under a Consulting and Development Services Agreement (CDSA). Such work is not eligible for the Maintenance Overages Rate, regardless of the simplicity of the request.

2. Support Requests and Response Times

2.1 Submitting a Request

All technical support requests must be submitted through the designated support channel: sociallyactivemedia.com/technical-support.

2.2 Response and Resolution Targets

Priority Level Definition Target Initial Response Time
Urgent Website completely offline, major feature critical to business is non-functional. Within 4 hours
High Essential non-critical functionality is broken (e.g., contact form failure, major visual defect). Within 8 business hours
Normal Minor bug, small change request, or general question. Within 1 business day
  • Business hours are Monday through Friday, 9:00 AM to 5:00 PM CST, excluding major holidays.

2.3 Required Client Cooperation

The User must provide all information necessary to diagnose and resolve the issue. Failure to provide timely and complete information will delay the resolution process, for which Socially Active Media assumes no liability.

3. Disclaimers and Warranties

  • No Guarantee: We do not warrant or guarantee that the maintenance service will prevent all data loss, security breaches, website failures, or malicious attacks.
  • Third-Party Software: We are not responsible for the functionality, security, or licensing compliance of any third-party software, themes, or plugins utilized on your website, including any updates performed by us. We are not liable for any service interruptions or failures caused by these third-party elements.
  • General Disclaimer: We will use commercially reasonable efforts to resolve support issues; however, we cannot guarantee resolution for all issues, particularly those stemming from factors outside of our direct control.

4. Fees and Billing

4.1 Included Support

Support for covered issues is included in the monthly Website Maintenance fee. If a request falls under “Developer Technical Support” and is within the client’s allotted monthly hours (if applicable), no extra charge will apply, and unused hours do not roll over.

4.2 Billable Support

Requests that fall under Excluded Support (Section 1.3) or exceed the allotted hours in an active maintenance plan will be treated as billable services.

  • Maintenance Overages Rate: If the work is a simple overage of the client’s existing monthly technical support hours, the applicable rate will be determined by Socially Active Media and disclosed to the client before work commences. This rate applies only to active maintenance clients.
  • Custom Development Rate (Default for Non-Clients): If the work is classified as New Custom Development (as defined in Section 1.3 or 1.4) or requires a formal Consulting and Development Services Agreement (CDSA), the work will be subject to the higher development rate as outlined in the CDSA.
  • Authorization: For any billable issue estimated to require more than one (1) hour of support, Socially Active Media will provide the User with an estimate disclosing the applicable hourly rate, and work will not commence until the User provides written approval via the support ticket system.

5. Contact Information

If you have questions about this Policy or need to submit a request, please use the appropriate channel: