Web Development & Support

Terms & Conditions

Payment for Services

The required payment timeframe is stated on the first page of all invoices. In the absence of this timeframe, payment should be made by the client upon the receipt of the invoice.

Failure to do so may result in:

  • An interest charge of 8% plus the reference rate for the bank of England under the Late Payment of Commercial Debts (Interest) Act 1998 and compensation arising from late payment under section 5A of the Late Payment of Commercial Debts (Interest) Act 1998
  • A fixed admin fee of £45.

ProductMan will perform all development, design, and support tasks required at the rate stated within the client’s proposal.

The payment schedule, including the upfront payment and milestone payment amounts, and dates, will be stated in the contract. Invoices will be sent out at these milestones.

Payment for care plans, and SEO campaigns is required in advance to the month/period the service is provided.

General

Our primary means of contact is via email and via our portal system. Please ensure that you provide us with an up to date email address and check the portal using the URL you are provided to stay in contact.

Project Schedules (Timeframes & Deadlines)

For development projects, work is normally scheduled to begin from 1 to 5 business days after the contract has been signed and the deposit has been paid.

The client agrees to provide ProductMan with any content needed to complete the project including text, images and other information as and when requested. The client agrees to review work by ProductMan, provide feedback and sign-off approval in a timely manner too. Deadlines work two ways and the client will also be bound by any dates that we set together.

Although ProductMan will carry out all services in a professional and timely manner, all timescales given for work undertaken are estimates. ProductMan will not be responsible for a missed launch date or a deadline if you have been late in supplying materials or have not approved or signed off work on time. On top of this ProductMan will also maintain the confidentiality of any information that you share.

Any amount quoted for website projects, unless explicitly stated or agreed otherwise, excludes hosting of the website, domain name registering, video and image stock licenses and any additional licenses required for the operation/running of the website, outside of those agreed in the proposal.

If the client halts work on a project, this is considered a cancellation and will be subject to the cancellation terms stated in the contract.

For every website project, a timescale for delivery will be provided within the initial spec/proposal. The Client will receive an approval window of 5 business days for any work product presented. Work product is considered approved if no response is received within this window.

In the event the client becomes unresponsive or does not respond in a timely manner ProductMan reserves the right to progress the project as they see fit in order to deliver the project within the agreed timescales. This can include progressing the project phases in accordance with the start of those phases. If the client delays the project by 30 days or more, a project restart fee of £1,350 will be charged to resume the project.

If the project time extends outside of the allocated timescale due to:

  • Lack or delay of correspondence from the client
  • Lack or delay of action from the client
  • Slow or delayed delivery of content from the client
The client will be charged for each day the project exceeds the completion date. 
 
 

Once a website project is complete, unless agreed otherwise, the client has a grace period (stated in the proposal) to request any changes that relate to:

  • Interoperability Errors
  • Small discretionary tweaks
  • Spelling mistakes

After this period, unless agreed otherwise, changes may become chargeable at an hourly rate.

 

Design, Development & Testing

ProductMan will create any designs for your website or application. The client will be responsible for writing any text copy and supplying high quality images in digital formats (JPEGs or PNGs). If the client chooses to buy stock photographs or videos ProductMan can suggest vendors.

ProductMan will configure any integrations, and program any functionality that is in line with web development standards at the time to ensure you have a competitive advantage.

ProductMan will also perform end-to-end testing on the website or application on current versions of Google Chrome, Apple Safari, and Firefox Mozilla, ensuring that it is operational and responsive to mobile devices. ProductMan will, however, not test the website/application in old or abandoned browsers.

Changes & Revisions

The estimate given to you is based on the approximate number of days required to accomplish your requirements, including a number of design revision rounds (outlined in proposal) for websites. The cost of any out of scope of work will be priced individually and agreed to, in writing by both parties, before additional work is performed. The cost will be added to the original project price.

Legal & License

ProductMan does not guarantee that the functions contained in any web page, integration, or in a completed website/application will always be error-free and therefore cannot be liable to you or any third party for damages, including lost profits, lost savings or other incidental, consequential or special damages arising out of the operation of or inability to operate this website and any other web application, even if you have advised me of the possibilities of such damages.

If any provision of this agreement shall be unlawful, void, or for any reason is unenforceable, then that provision shall be deemed severable from this agreement and shall not affect the validity and enforceability of any remaining provisions.

Copyrights & Trademarks

You guarantee that any elements of text, graphics, photos, designs, trademarks, or other artwork that you provide to ProductMan for inclusion in the website are either owned by your good selves, or that you have permission to use them.

When your final payment is received, copyright is automatically assigned as follows:

You own the text content, graphics and other visual elements that ProductMan creates for you for this project. ProductMan will give you a copy of all files. You also own text content, images and other data you provided.

ProductMan loves to show off completed works, so your completed project may be added to our portfolio or written about on websites, in magazine articles and in books about web design. However, we are happy to waive this at your request.

Cancellation

In the unlikely event of cancellation of a project, this request should be submitted to the other party in writing 7 days in advance. If cancelled by the client, the client agrees to pay the pro-rated amount for the time worked, or 50% of the remaining hours that were expected to be completed on the project, whichever is greater. Additionally, in such a case, ProductMan shall retain ownership of all copyrights and the original artwork. However, if cancelled by ProductMan, we will provide you with all website files, minus original artwork.

Just like a parking ticket, you cannot transfer this contract to anyone else without the permission of ProductMan. This agreement stays in place and need not be renewed. If for some reason one part of this contract becomes invalid or unenforceable, the remaining parts of it remain in place.

Website Technical Support & Website Care Plans

ProductMan provides monthly technical support in the form of website care plans to perform a range of services. This is optional, but crucial for your website to run optimally and be as secure as possible.

The client is free to choose from the Basic, Professional, or Premium plans. However, E-Commerce (e.g. WooCommerce) and WPML websites cannot be placed on the the Basic plan. This is because WooComerce and WPML (Shopping platforms and multilingual websites) are feature-rich applications, and thus require extra attention when maintaining the platform, more testing and more risk when performing updates.

Regarding new updates to the above add-ons, we will schedule a specific time during low traffic hours, for us to review and update your website.

Hours for care plans may be used at the client’s discretion, where no requests are received from the client within a given period ProductMan at its discretion will utilise the time to perform updates/maintenance for the website.

Care plan hours cannot be accumulated or rolled over to the following period.

ProductMan will not be liable for any bugs, crashes, loss of revenue, or other issues experienced on your website (after the 14 day grace period) if you decide to not opt into one of the website care plans. Care plan details can be found here.

While under our care, you are entitled to installing plugins or adding code to your website; any plugins to your site will be updated by us, but we will not be held liable for any technical errors, crashes, or loss of revenue or any other issues experienced as a result of plugins or code added to your website by you or parties authorised by you.
 
Adding unsupported or poorly written code and/or plugins to your site can cause your site to lose design elements and functionality, create vulnerabilities that can be exploited for malicious activity, and also cause fatal technical errors, leading to downtime.
 
We therefore ask that that you please notify us of any of such modifications before making them; we can assist you in achieving the features you want in a safer, cleaner way.
 
As a general rule when installing plugins, stick to well-known companies such as Auttomatic or MailChimp. If you are unsure, submit a general enquiry using the Collaboration Tool to check with us.

 

Frequently Asked Questions

An Online Care package saves you time administering one of your business’ most valuable asset. They are specifically designed to keep your website running smoothly and protected.

Our care plans are designed to be monthly plans and as such we reserve your place in our queue and resources each month, therefore it does not rollover for our Basic and Professional plans. You can take comfort in the fact that what you will request within that 1-3 hours of time (depending on your plan) will be addressed by our team with immediate attention.



Our Premium plan allow for the 10 hour time to rollover up to 1 year from their signup date, when it will reset.

Our website care plans are preventative care, so we do our best to prevent anything from happening. However in the event that your website has a major issue, we will be there by it’s side communicating with the web hosting company on your behalf. We do not make guarantees that your website will not be hacked, but we will do everything within our power to prevent it, as well as assist in the restoration and cleanup of the website with one of our backups.

Glad you asked! Content update requests and small design improvements are the most common requests, however anything that can fit into your monthly support time is free game. We just ask you to be aware that requests for new features to your website will likely result in a formal quote as those commonly go over the monthly dedicated time.

Email is our preferred form of communication and provides the quickest response. However, we know brainstorming and strategy work best on the phone or on a video call. These consulting calls are reserved for our Professional and Premium care clients. These calls help websites achieve their goals and reach a broader audience. Many times clients use this time for online screen-share training or planning/implementing the next move on their marketing strategy.

Sometimes it can seem like WordPress releases a new version or patch every second day. This is a good thing, as popular as WordPress is with business owners like you, it is equally popular for hackers to have a good go. That is why updating WordPress with each version is the single best way to ensure you are protected.

WooComerce and WPML (Shopping platforms and multilingual websites) are feature-rich applications that are added to your website to allow extra functions.

Because they are major add-ons, they integrate with your website in a deeper way, on various endpoints.

Therefore, they require extra attention when maintaining the platform, more testing and more risk when performing updates.

Due to these reasons, we require that Woo and WPML based websites will take the Professional or Premium plans.

When there are new updates to the above add-ons, we will schedule a specific time during low traffic hours, for us to review and update your website.

No, we don’t provide email support. The reason behind this is that we want to focus on one thing and do that one thing really well – Your website. We strongly recommend you use Google Apps for Work or Microsoft Office 365 to host your email.

Yes, you can.
If you’re not sure or if you want to see for yourself what we can do for you, you can start with a basic plan and upgrade at a later date.

Of course you can, after we build the site you are handed the keys and you are in control. Before you decide, a couple of questions to consider: do you service your car yourself? Do you have time? Wouldn’t you rather be focusing on your business?

Well, Yes and No. We will always be here to help out, though we can’t be on call. That wouldn’t be fair to the clients subscribed to our service. You will miss out on the little extras we provide to our subscribed clients, though these are always available to purchase if and when you need them.

Absolutely. We are all about a relationship with you and your website, so we would hate to see you go but we know financial needs weigh on many decisions and don’t want to lock anyone in. Request a cancellation via email to info@productman.uk, and we will immediately stop the next payment.

Call the ProductMan. Let's make digital magic.

About ProductMan

A premium web development service helping businesses source or build the right technology to amplify their sales. Consult with ProductMan to validate innovative ideas for digital applications or digitise manual processes saving your business time and money.

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