Web support & maintenance services T&C's

In addition to our general terms & policies, these T&C’s apply specifically to this service.

This Policy amends the Agreement between Metric International, Inc., our partners, service providers, sub-contractors or affiliates (hereinafter: “Metric International”, “Agency”, “us”, “we”, “our”) and Customer (hereinafter: “Customer”, “Client”, “user”, “you”, “yours”) and describes, but is not limited to, certain restrictions, conditions, rights, prohibitions, related to your use of the Services. The examples described in this Policy are not exhaustive. We may modify this Policy at any time by posting a revised version on our website. By using the Services or accessing the Metric International, Inc. website, you agree to the latest version of this Policy. Any violation of the Policy or if you authorize or help others to do so, shall be deemed a breach of the Agreement, and we may suspend or terminate your use of the Services.

By purchasing any Service(s) from Metric International, you declare that you have read, understood and agree to be bound by this Policy. It is essential that you read this Policy prior to purchasing any Service(s) from Metric International. 

By accessing or using any part of the Website, you agree to be bound by the terms & conditions of this agreement. Should you decide to not agree to any or all and without modification of the operating rules, policies, disclaimers and terms & conditions of this agreement, then you may not access the Website or use any services. The content of this Website is protected by applicable copyright and trademark law and cannot be used, reproduced, shared or copied without explicit and written consent from us.

Description

We provide our customers (hereafter, “Users”) with access to a collection of resources, as tools, materials, and educational content which may be accessed by the Users (the “Service”). You understand and agree that the Service may include external services, tools or advertisements and that these are necessary for us to provide the Service. You understand and agree that the Service includes communications from us, such as service announcements, administrative messages, and newsletter(s), direct messages, emails, etc. and that these communications are considered part of your membership.

Any new features that enforce, enhance or augment the current Service, unless explicitly stated otherwise, shall be subject to the Terms or Service (TOS).

You understand and agree that the Service is provided “AS-IS” and that we assume no responsibility for the timeliness, deletion, mis-delivery or failure to store any user communications or customization settings. You are responsible for any third-party fees (such as Internet service provider or mobile data charges), including those fees associated with the display or delivery of advertisements in order to access the Service and Website.

Support & maintenance services

Subscriptions and services that include access to support: “Support” means the ability to make requests for technical support assistance via: Support ticket submission, forum or email (if applicable to contracted service or subscription). We will make reasonable efforts to respond within 1-5 business days (depending on contracted service or subscription SLA level) concerning the use of our services. All support will be provided in accordance with our standard services practices, procedures and policies.

  • Use licence:

    We grant permission to temporarily view the content (images, text, tutorials, e-books, etc) on our Website for personal, non-commercial transitory purpose only. This is the grant of a license, not a transfer of title, and under this license you may not:

    1. Modify or copy the content;
    2. Attempt to decompile or reverse engineer any scripts, apps, software, code or any content contained on our Website;
    3. Use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
    4. Remove any copyright or other proprietary notations from the materials; or
    5. Transfer the materials to another person or “mirror” the materials on any other server, website, service provider or anywhere else;
    1. This license shall automatically terminate if you violate any of these restrictions and may be terminated by us at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format.
Maintenance support service plans

We want our customers to focus on their business, not on technical aspects of their website. It’s more convenient for the customer, hence for us, as Support Service provider.

We have elaborated a list of tasks we will perform within the Maintenance support service plan:

Note: Each service in the catalog will be performed in 1 (one) task. However, the nature of certain requests or issues could require merging multiple tasks. Therefore, could be accounted as multiple tasks. Generally each sub-bullet point is 1 task, however this is decided at the Company’s sole discretion.

Application Issues

  • Troubleshoot and fix theme errors in WordPress**. This service includes:
    • Enable logs and/or WordPress debug mode to diagnose the issue.
    • Attempt to resolve the issue if the website or logs reveal a theme related error
  • Troubleshoot and fix WordPress plugin errors**. This service includes:
    • Enable logs and/or WordPress debug mode to diagnose the issue.
    • Attempt to resolve the issue if the website or logs reveal a plugin or widget related error.
  • Troubleshoot and fix WordPress contact form errors. This service includes:
    • Troubleshoot and fix issues for 1 contact form.
    • Configure the proper mail settings in a contact form.
    • Ensure the proper short code has been placed on your contact page.
  • Fix WordPress database connection strings. This service includes:
    • Update database connection information in WordPress configuration.
    • Reconnect a WordPress database and files.
  • Unable to log in to WordPress*. This service includes:
    • Troubleshoot issues preventing a login to the WP Admin dashboard.
    • Fix login issues. Examples:
      • Update a user’s email address, so a password reset is possible.
      • Correct an admin user’s privileges.
      • Create a new Admin user.
      • Reset failed login attempts.
      • Disable plugins preventing login.
      • Remove unwanted users
  • Troubleshoot and fix WordPress image issues. This service includes:
    • Troubleshoot and fix issues preventing images and thumbnails from properly displaying.
    • The missing images must be provided, or already be uploaded on the hosting account.
  • Troubleshoot and fix a media upload error in WordPress. This service includes:
    • Diagnose and fix errors when uploading media within WordPress Dashboard.
    • Diagnose and fix issues preventing media from properly displaying in the WordPress library.
  • Troubleshoot and fix 404 error, broken links, or redirect issues. This service includes:
    • Run a scan to identify broken links.
    • Attempt to fix the root cause of broken internal links.
    • Unlink and list external broken links (if any).
  • Troubleshoot and fix WordPress core file errors. This service includes:
    • Troubleshoot issues related to the WordPress Core files.
    • Fix Core file issues. Examples:
    • Correct failed WordPress version updates.
    • Replace WordPress core files.
  • Troubleshoot and fix a WordPress White Screen of Death (WSoD)*. This service includes:
    • Troubleshoot and fix a WordPress site that resolves to a blank white page.
  • Troubleshoot and fix a WordPress internal server error. This service includes:
    • Troubleshoot and fix a WordPress site that resolves to a 500 Internal Server Error.

Appearance

  • Customize a theme in WordPress. Each modification along with 1 revision will consume 1 task. This service includes:
    • Fix text formatting/alignment.
    • Update text (phone number, address, company name, etc).
    • Swap images.
    • Add plugin shortcode or Google Analytics tracking ID to a page.
    • Modify 1 of the following for a theme:
      • Header
      • Sidebar
      • CSS
      • Background
      • Menu
  • Change a page element in WordPress. Each modification along with 1 revision will consume 1 task. This service includes:
    • Add, remove or replace text, a picture or a link.
    • Add, remove or replace social media icons.
    • Add, remove or replace a newsletter opt-in.
    • Add or remove an author box to the blog posts.
  • Add a favicon to your WordPress site. This service includes:
    • Add, remove or replace text, a picture or a link.
    • Add, remove or replace social media icons.

Reporting

  • Check Google indexing. This service includes:
    • Confirm WordPress is not blocking search engines from crawling the site.
    • URL Canonicalization.
    • Appropriate title pixel length.
    • Appropriate description length test.
    • Sitemap.
    • Robots.txt file.
    • Home page image descriptions
    • Note: After performing the check, we will recommend follow-up services to help improve performance.

Optimization

  • Optimize WordPress database. This service includes:
    • Optimize a WordPress database by removing gaps in the data to reduce its size and potentially speed up the site.
  • Optimize images in WordPress. This service includes:
    • Reduce the load time of a site by reducing the size of images without affecting their quality, using an automated service.
  • Preventing WordPress comment spam. Each modification will consume 1 task. This service includes:
    • Install comment spam prevention plugin.
      • Add a CAPTCHA.
      • If you do not have one in mind we will install Akismet.
    • Modify discussion settings. Examples:
    • Add requested items to comment blacklist.
    • Disable comments for the entire site.
    • Disable trackbacks for the entire site.
    • Disable comments on old posts.
    • Limit number of links in comments.
    • Remove all comments, either active or pending upon request.
    • Disable comments or trackback on individual pages (up to 5).
    • Disable external comment requests.
  • Remove bulk comments in WordPress. This service includes:
    • Remove all comments.
    • Remove all comments from a specific user.
    • Remove all comments by unregistered users.
    • Remove all comments before a certain date.

Maintenance

  • Install or activate a theme in WordPress. This service includes:
    • Install and activate 1 theme from the WordPress catalog.
    • Install and activate 1 custom theme.
    • Install and activate 1 purchased theme.
    • Remove unwanted themes.
  • Update a theme in WordPress. This service includes:
    • Update any number of installed themes to the current live release of the theme(s) using the WordPress Dashboard.
      • If none are specified, we will update the currently active theme.
      • Note: Premium (paid for) and not publicly available themes, must be provided by the customer.
    • Manually update one theme. Example:
      • A new version of a custom theme, provided by the customer.
  • Install or activate a plugin in WordPress. This service includes:
    • Install and activate 1 plugin from the WordPress catalog.
    • Install and activate 1 custom plugin.
    • Install and activate 1 purchased plugin.
    • Remove unwanted plugins.
  • Update a WordPress plugin. This service includes:
    • Update any number of installed plugin(s) to the current live release using WordPress Dashboard.
    • Customer can specify which plugin(s) not to update.
    • Manually update 1 plugin. Example:
      • A new version of a custom plugin, provided by the customer.
  • Update WordPress to a new version. This service includes:
    • Update WordPress to the latest available stable version.
    • Note: Major updates (i.e. from version 4.x to 5.x) is not included due to high possibility of outdated code causing issues or fatal errors. Please refer to Hourly Support for this.
  • Improve WordPress security*. This service includes:
    • Install and setup a security plugin, and configure the following:
      • Automatically update WordPress to the latest version.
      • Make the WordPress version private.
      • Remove WordPress readme file.
      • Limit login attempts.
      • Disable theme and plugin editing in WordPress.
      • Block PHP files in wp-content, wp-includes, and uploads directories.
      • Disable directory indexing and remote posting.
      • Disable directory browsing.
      • Disable xml-rpc.

Management

  • Setup WordPress redirects. This service includes:
    • Redirect from HTTP to HTTPS.
    • Custom Redirect(s):
      • You must specify which redirect(s) are needed (up to 5)
  • WordPress config file changes. This service includes:
    • Enable a specified PHP module installed on the Hosting (up to 5, and 1 per task)
      • Note: due to server optimization, security and other factors, we might not be able to install certain modules.
    • Modify the value of a PHP setting (up to 5, and 1 per task).
    • Change upload limit for a WordPress site (PHP setting).
    • Change memory limits to reduce timeouts (PHP setting) (within contracted server limits).
    • Enable or disable debug mode.
    • Disable wp_cache.
    • Generate WordPress configuration file Authentication Keys.
    • Remove the FTP prompt when installing or updating a plugin.

A php.ini, web.config, or .htaccess file will be edited or created based on the request.

  • Update, activate or reset WordPress permalinks. This service includes:
    • Update WordPress permalinks to any of the predefined styles or a custom style.
    • Diagnose and attempt to fix* any permalinks related errors, such as a 404 ‘Page not found’ error.

A php.ini, web.config, or .htaccess file will be edited or created based on the request.

  • Setup Google Analytics. This service includes:
    • Link Google Analytics to a WordPress site.
    • Install a Google Analytics script (an additional task will be needed to install a module, if not installed).
  • Install a comment system in WordPress. This service includes:
    • Install the Disqus comment system plugin, or your preferred plugin.
    • Instructions provided to import comments from standard WordPress system.
  • Unzip a zip file. This service includes:
    • Unzip a .zip file to a specified folder on the hosting account
  • Import or export WordPress database.
    • Import 1 WordPress database from a backup (.sql file) to the specified database.
      • Note: the DB format must be standard, if tables prefix is needed, an additional task will be needed to fix the prefix.
    • Export 1 WordPress database, and place the file into the hosting account
  • Move or Copy WordPress files to another folder:
    • Move WordPress files to another folder.
      • We will update the site and home URLs to match the new location.
    • We will update the site and home URLs to match the new location.
      • Additional services may be required to create a functional copy of your site.
  • Install WordPress:
    • Installing the latest version of WordPress to a designated domain and folder on your hosting account.
  • Create and activate a child theme in WordPress:
    • Create and activate a child theme.
  • Database:
    • Update up to 5 of the following for a WordPress site:
      • Domain.
      • Database table prefixes.
      • Replace other information”Information”.
        • Example: Update the company name, phone number, etc, across all pages and posts.
  • Change the domain in WordPress:
    • Update the domain in WordPress.
    • Search/Replace of old domain with new domain to ensure functionality.
  • Fix HTTPS issues (“Unsecure Website” warning):
    • Update the URL’s in the DB.
    • Attempt to update hardcoded URL’s on the site*

* Note: Depending on of the severity of the issue, this task could require merging several tasks. Therefore, could be accounted as multiple tasks.

** Note: When troubleshooting issues with external plugins, themes and code, this task could require assistance from the original developer, merging several tasks. Therefore, could be accounted as multiple tasks. 

These are tasks we will NOT perform through the Maintenance support service plan:

Note: The lists below are not intended to be exhaustive. We reserve the right to determine our ability to provide professional services on a site-by-site basis and the right to modify the list of excluded industries/types of sites at any time.

  • Build or create content.
  • Create a New Site (Please see our Website Design or Hourly Support Service for this).
  • Adding custom code to themes and plugins.
  • Design work such as content building and appearance suggestions.
  • Custom SEO Work (Adding Keywords, Descriptions to Pages.etc). (Please see our SEO Service for this).
  • Work on compromised/hacked websites.
  • Work on sites for ineligible businesses (see below).
  • Multisite support.
  • Perform services on sites using versions released prior to WordPress 5.0, other than to update them to the latest version (Please note: version updates may cause incompatibility issues with themes, plugins, etc).
  • Add custom functionality to a plugin.
  • Add individual products for WooCommerce.
  • Boost page ranks. (Please see our SEO Service for this)
  • Building site backlinks. (Please see our SEO Service for this)
  • Configure DNS.
  • Configure SSL (Please see our Hourly service for this).
  • Configure a new theme or plugin (We will install a new theme or plugin, but the setup / configuration will need to be done by the designer/customer).
  • Consulting.
  • Create a Google+ business listing. (Please see our SEO Service for this)
  • Create a plugin.
  • Create images.
  • Create page templates in LeadPages.
  • Fix WooCommerce extension bugs and conflicts.
  • Increasing site traffic. (Please see our SEO Service for this)
  • Make your site mobile responsive (we will fix responsiveness issues in a mobile responsive site).
  • Paid marketing. (Please see our SEO Service for this)
  • Payment gateway configuration.
  • Endorse a theme, plugin, service or similar.
  • Remove theme customization.
  • Research previous theme customization.
  • Resolve WooCommerce conflict with theme.
  • Set up email accounts.
  • Set up a template for specific pages.
  • Sites hosted by WordPress.com or using Rainmaker Platform.
  • Transfer a non-WP site to WordPress.
  • Update a highly customized theme.
  • Update customized WooCommerce.
  • Upload files/content.
  • Virtual Assistant tasks (creating, updating and posting content).

Ineligible businesses and sites

Our goal is to help businesses succeed online. For those customers looking for professional help we offer ‘do it for me’ services to help manage their WordPress websites. While our skills are broad, there are a few types of businesses we do not build sites for.

Sites/Stores Must:

  • Be appropriately licensed and compliant with all local laws for the jurisdictions in which they do business.

Prohibited Sites/Stores:

  • Illegal items and items that encourage, promote, facilitate, or instruct others to engage in illegal activity.
  • Controlled substances and illegal drugs (including prescription drugs).
    This includes, but is not limited to, items used to manufacture controlled substances and/or drug paraphernalia.
  • Sale or advertisement of electronic cigarettes (“e-cigarettes”) and Electronic Nicotine Delivery Systems (including, e-hookah, vape pens, advanced refillable personal vaporizers and electronic pipes) (collectively referred to as “ENDS”) pre-loaded with a tobacco or a tobacco-derived substance.
  • Adult sites and services, and related offensive material such as pornography and escort sites (i.e. adult toys websites are allowed, only if they don’t display pornography.)
  • Credit or debit cards (active or inactive).
  • Domain names.
  • Sites selling stolen or unauthorized items, including counterfeit products such as copies of movies (VHS, DVD, etc.), software, and other trademarks.
  • Products that have been recalled by the Consumer Product Safety Commission (CPSC) or similar bodies.
  • Hatred & Intolerance: We do not allow the promotion of content that incites or endorses hatred against others. Content that inappropriately discriminates against a person or group or that seeks to intimidate, exploit, or humiliate others.
  • Sale of weapons, gunpowder and other explosives.

Note: In regard to a web store, you’re responsible for ensuring that any product posted for sale on your website is in compliance with all applicable laws and regulations where your items can be purchased. We reserve the right and sole discretion to determine whether the sale of any particular item is illegal or otherwise prohibited and/or cancel your Services.

Hourly support services

These are tasks we WILL perform through the Hourly Support service:

Note: The lists below are not intended to be exhaustive. We reserve the right to determine our ability to provide professional services on a site-by-site basis and the right to modify the list of excluded industries/types of sites at any time.

  • Build or create content.
  • Create a New Site (Please see our Website Design Service for this).
  • Adding custom code to themes and plugins.
  • Design work such as content building and appearance suggestions.
  • Remove malware or phishing content.
  • Work on compromised/hacked websites.
  • Multisite support.
  • Perform services on sites using versions released prior to WordPress 5.0. (Please note: version updates may cause incompatibility issues with themes, plugins, etc).
  • Add custom functionality to a plugin.
  • Add individual products for WooCommerce.
  • Configure DNS.
  • Configure SSL
  • Configure a new theme or plugin (We will install a new theme or plugin, and will setup / configure it as per customer’s needs.
  • Consulting.
  • Create a Google+ business listing.
  • Create a plugin.
  • Create images.
  • Fix WooCommerce extension bugs and conflicts.
  • Make your site mobile responsive.
  • Payment gateway configuration.
  • Recommend a theme.
  • Remove theme customization.
  • Resolve WooCommerce conflict with theme.
  • Set up email accounts.
  • Set up a template for specific pages.
  • Transfer a non-WP site to WordPress.
  • Update a highly customized theme, if developed by us.
  • Update customized WooCommerce, if developed by us.
  • Upload files/content.
  • Virtual Assistant tasks (creating, updating and posting content).

Note: In regard to a web store, you’re responsible for ensuring that any product posted for sale on your website is in compliance with all applicable laws and regulations where your items can be purchased. We reserve the right and sole discretion to determine whether the sale of any particular item is illegal or otherwise prohibited and/or cancel your Services.

These are tasks we will NOT perform through the Hourly Support service:

Note: The lists below are not intended to be exhaustive. We reserve the right to determine our ability to provide professional services on a site-by-site basis and the right to modify the list of excluded industries/types of sites at any time.

  • Custom SEO Work (Adding Keywords, Descriptions to Pages.etc) Please see our SEO services section for this.
  • Create a Google+ business listing.
  • Create images.
  • Increase site traffic.
  • Paid marketing. Please see our SEO services section for this.
  • Upload files/content that is not provided by the customer, without its owner’s or licensee written permission.
  • Virtual Assistant tasks (creating, updating and posting content).
  • Any activities not allowed as per our ToS, ToU, or General Policy.

 

Note: In regard to a web store, you’re responsible for ensuring that any product posted for sale on your website is in compliance with all applicable laws and regulations where your items can be purchased. We reserve the right and sole discretion to determine whether the sale of any particular item is illegal or otherwise prohibited and/or cancel your Services.

Support staff access

Please refer to this section for more info on support staff access.

Latest update: 02-10-2020