New Vision Group Policies

Maintenance: FAQs

What web maintenance agreements are available?
Do I need a maintenance agreement?
How long will it be before changes will be implemented?
What does maintenance include?
How much do you charge for maintenance?
What is your minimum charge?
Where can I see how much time I have remaining for maintenance?
I have a stitch-in hosted by another company. Can you provide maintenance?
Can I cancel my contract at any time?
What if there are corrections needed?

What web maintenance agreements are available?
A website is usually sold with a number of hours per year of the contract, ranging from 6 hours per year for a small site, to 40 hours a year for a large site. We usually offer a recommendation based on the size of the web build, but the number of hours available for purchase is at your discretion. You can also purchase additional hours through the year. Your account manager can discuss with you.

Do I need a maintenance agreement?
Its advisable to purchase a minimum of 6 hours for at least the first year. This will enable us to look after changes quickly and without negotiating money each time, making it quick and easy to keep your site looking fresh and updated. Even with content management there will be instances where a stylesheet will need changes or updates.

How long will it be before changes will be implemented?
We try to implement changes as soon as possible but occassionally a number of requests may come in together. To avoid disappointing our customers we commit to implementing changes within 7 days of receipt. There is always a back up web person appointed to cover holidays and illnesses. We will endeavor to act as quickly as possible for you.

What does maintenance include?
Maintenance covers things like changes to images, text changes of static pages and general day to day updates. It does not cover amends to DMS pictures or data, these are carried out by your data steward. Larger pieces of work such as microsites and other adhoc projects should be quoted for spearately from your maintenance agreements, as we would not want to spend the allowance before the year is up in case you need it later on. Bugs or New Vision incurred problems should be reported to the helpdesk and should not be deducted from maintenance allowance.

How much do you charge for maintenance?
Maintenance can be purchased at £50 per hour, usually in batches of 6 hours at the time of a new web build contract. Top up hours can be purchased throughout the year. We will try to warn you if you are about to exceed your pre-purchased amounts so that you can chose to purchase more hours if required. Additional hours can be pre-purchased from £33 per hour for quantities of more than 30 hours. These prices are subject to change and inflation at the discretion of New Vision Group.

What is your minimum charge?
Time is deducted in groups of 6 minutes. Time can be purchased by the hour.

Where can I see how much time I have remaining for maintenance?
While under a maintenance contract we keep track of the time we use per month and this is accessible from your personal logon via Destination-centre.net on a Web Maintenance Usage Report. Once the hours are used up, they are considered gone regardless of the term. We ask you to check this report regularly as we will not revisit issues or mistakes beyond one month of the date it was logged.

I have a stitch-in hosted by another company. Can you provide maintenance?
We can provide maintenance to the pages hosted on our servers. If you have a stitch in these are usually the DMS pages only. Please contact the company that host your site for amendments to those pages.

Can I cancel my contract at any time?
You may cancel your Website Maintenance Contract with us at any time, by giving us 15 days written notice. We do not offer refund for hours purchased in any given year.

What if there are corrections needed after the change has been made?
In the event of a fault with your web hosting service or server, we will initiate an inquiry into the service disruption in line with our helpdesk policy.

If there was an error on our part, you must notify us within 48 hours.

If there was an error on your part, we will have to charge additional for the time needed to correct.