Between us Tenzura Digital and you
We’ll always do our best to fulfil your needs and meet your expectations, but it’s important to have things written down so that we both know what’s what, who should do what and when, and what will happen if something goes wrong. In this contract you won’t find any complicated legal terms or long passages of unreadable text. We’ve no desire to trick you into signing something that you might later regret. What we do want is what’s best for both parties, now and in the future.
You (The customer), are hiring us (Tenzura Digital)] to design, develop and maintain a website and provide services as outline in the SLA documentation for a monthly flat fee of £50 per month.
What do both parties agree to do?
You: You have the authority to enter into this contract on behalf of yourself, your company or your organisation. You’ll give us everything we need to complete the project as and when and in the format we need it. You’ll review our work, provide feedback and approval in a timely manner too. Deadlines work two ways, so you’ll also be bound by dates we set together. You also agree to stick to the payment schedule set out at the end of this contract.
Us: We have the experience and ability to do everything we’ve agreed with you and we’ll do it all in a professional and timely manner. We’ll endeavour to meet every deadline that’s set and on top of that we'll maintain the confidentiality of everything you give us. We reserve the right to cancel the contract before work has begun and refund the first month’s payment in the event of any failing of our due diligence process. This could include but is not limited to: domain name disputes, failure to adhere to timescales, incomplete onboarding documentation, misconduct or any questionable practices be it on legislative or moral grounds.
We create look-and-feel designs, and flexible layouts that adapt to the capabilities of many devices and screen sizes. We create designs iteratively and use predominantly HTML and CSS so we won’t waste time mocking up every template as a static visual. We may use static visuals to indicate a look-and-feel direction (colour, texture and typography.) We call that ‘design atmosphere.’ We will take into account your specifications for the look and feel of the site from your website onboarding form that you will complete in due course.
We aim to complete and have your approval of your website within 14 days of receiving your onboarding documentation. We’ll share our progress on Podio, which you will be getting an invite to your personal workspace from your designer and have regular contact. The first monthly payment secures the hosting, domain and design cost and is thereby non-refundable. If you feel that you would not like to continue, you are within your rights to cancel and you will not be charged after the first payment.
We’re not responsible for writing or inputting any text copy. If you’d like us to write new content or input text for you, we can provide a separate estimate for that.
You should supply graphic files in an editable, vector digital format. You should supply photographs in a high resolution digital format. If you choose to buy stock photographs, we can suggest stock libraries. If you’d like us to search for photographs for you, we can provide a separate estimate for that.
We build sites in Wordpress with CSS and HTML5
Browser testing no longer means attempting to make a website look the same in browsers of different capabilities or on devices with different size screens. It does mean ensuring that a person’s experience of a design should be appropriate to the capabilities of a browser or device.
Desktop browser testing
We test our work in current versions of major desktop browsers including those made by Apple (Safari), Google (Chrome), Microsoft (Internet Explorer), Mozilla Firefox and Opera.
Mobile browser testing
Testing popular small-screen devices is essential in ensuring that a person’s experience of a design is appropriate to the capabilities of the device they’re using. We test our work in:
iOS: Safari, Google Chrome Android 4.x: Google Chrome and Firefox
We currently don’t test Blackberry, Opera Mini/Mobile, Windows Phone or other mobile browsers. If you need us to test using these, we can provide a separate estimate for that.
Our service means that we will host and maintain your website on our hosting account. Any technical support you require will be provided to you within the steps laid out within the service level agreement document. We will provide security measures and ensure all relevant updates are made within time tolerances laid out in the service level agreement document. We will not be held liable for website downtime that occurs through hosting company issue and we cannot be held liable for any perceived loss of income/reputational damage from website downtime.
Changes and revisions
As part of our service to you, following the initial approval of your website, we allocate 1 amendment meeting/communication per month for any changes you would like to make to your website. You can either communicate these changes through Podio or if you would like to discuss anything, you can book a 30 minute appointment via our calendar app. All amendments must be communicated at the once a month frequency, any additional amendment meetings will incur extra charges. Amendments include amendments to text or images, changing colour addition of blog posts or change of contact details. Amendments do not include redesigning or restructuring the website, any requests to restructure or redesign the website after approval will incur extra costs
We can’t guarantee that our work will be error-free and so we can’t be liable to you or any third-party for damages, including lost profits, lost savings or other incidental, consequential or special damages, even if you’ve advised us of them. Finally, if any provision of this contract shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from this contract and shall not affect the validity and enforceability of any remaining provisions.
First, you guarantee that all elements of text, images or other artwork you provide are either owned by yourselves, or that you have permission to use them. Then, when your final payment has cleared, copyright will be automatically assigned as follows
You’ll own the visual elements that we create for this project. We’ll give you source files and finished files and you should keep them somewhere safe as we’re not required to keep a copy. You own all elements of text, images and data you provided, unless someone else owns them.
We’ll own the unique combination of these elements that constitutes a complete design and we’ll license its use to you, exclusively and in perpetuity for this project only, unless we agree otherwise.
We love to show off our work and share what we’ve learned with other people, so we reserve the right, with your permission, to display and link to your project as part of our portfolio and to write about it on websites, in magazine articles and in books.
All payments are set up via our automatic billing provider (Insert Provider here). You will be sent a link to set this up and make the first payment and subsequent payments will be collected on the same day per calendar month.
Non-payment of monthly fee
In the event of non payment, In the event of non payment of the monthly fee, you will receive a notification requesting payment. The website will be retained for a further 14 days, after this, site will display a “maintenance mode” and will not be live. If payment has not been made after a further 7 days, the site and all related assets will be deleted and the contract will be terminated.
Cancellation of services
In the event of cancellation, you will be required to give 30 days notice where we will take steps to begin the closure of the website. You will retain the domain name which will be transferred to you if requested as the last stage of website closure. All other data pertaining to the website will be deleted including the design, all content and connected e-mail accounts and all related data will be deleted 30 days from notice given and will not be able to be recovered.
The small print?
You can’t transfer this contract to anyone else without our permission. This contract 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.
Although the language is simple, the intentions are serious and this contract is a legal document under exclusive jurisdiction of [English and Welsh] courts.
SERVICE LEVEL AGREEMENTS
1. Agreement Overview
This Agreement represents a Service Level Agreement between the Service
Provider, Tenzura Digital and Customer for the provisioning of Website design services required to
support and sustain the product or service.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the
This Agreement outlines the parameters of all Web design services covered as they are mutually
understood by the primary stakeholders. This Agreement does not supersede current processes and
procedures unless explicitly stated herein.
2. Goals and Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place
to provide website design and maintenance and delivery to the Customer(s) by the Service
The goal of this Agreement is to obtain mutual agreement for Website design services between the
Service Provider(s) and Customer(s).
The objectives of this Agreement are to:
Provide clear reference to service ownership, accountability, roles and/or responsibilities.
Present a clear, concise and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support & delivery.
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and
represent the primary stakeholders associated with this SLA:
Website design services Provider(s): Tenzura Digital.
Website design Customer(s): You, as the Customer
4. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This
Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review
during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager is responsible for facilitating regular
reviews of this document. Contents of this document may be amended as required, provided mutual
agreement is obtained from the primary stakeholders and communicated to all affected parties. The
Document Owner will incorporate all subsequent revisions and obtain mutual agreements /
approvals as required.
Business Relationship Manager: Tenzura Digital appointed individual
Review Period: Bi-Yearly (6 months)
Previous Review Date: N/A
Next Review Date: 12 Months from commencement
5. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the
ongoing support of this Agreement.
5.1 Service Scope
The following Services are covered by this Agreement;
Domain name registration
Design of a 5-page website with contact forms included within a maximum of 14 days
Website maintenance and updates in real time
Mailboxes set up attached to aforementioned website (email@example.com)
Technical support with a maximum 24 hour response time
1 amendment meeting a month if required
5.2 Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
Payment of £50 per month for services rendered paid promptly
Completion of onboarding form
Content for each page provided via a word document during the onboarding process
Usage of Podio for communication with designer with prompt responses to Podio messages
To book in amendments meetings if required via calendy app
5.3 Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
Meeting response times associated with service related incidents.
Appropriate notification to Customer for all scheduled maintenance.
5.4 Service Assumptions
Assumptions related to in-scope services and/or components include:
Changes to services will be communicated and documented to all stakeholders.
Anticipation of any interruption to service will be communicated at the earliest opportunity
6. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The
following sections provide relevant details on service availability, monitoring of in-scope services and
6.1 Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
Support via Podio : 9:00 A.M. to 5:00 P.M. Monday - Friday
Messages received outside of office hours will be collected, however no action can be guaranteed
until the next working day
Onsite assistance guaranteed within 72 hours during the business week
6.2 Customer Requirements
In support of services outlined in this Agreement, the Service Provider will respond to service related
incidents and/or requests submitted by the Customer within the following time frames:
0-8 hours (during business hours) for issues classified as High priority.
Within 48 hours for issues classified as Medium priority.
Within 5 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of
the support request.