Maintenance Plan and Service Terms

Maintenance & Service Terms

Customers have the ability to increase the monthly hours in their maintenance plans based on what we determine to be your average hours per/mo. Contact us for details.

Your maintenance plan's hours expire at the end of every month and cannot be accumulated or saved for future use, unless the hours have been pre-purchased in a bundle. If you have an existing project that exceeds the hours in your maintenance plan, you have the option of paying the difference based on your discounted rate.

If you do not wish to purchase a maintenance plan, you can still submit service requests by posting a ticket within our support center.

At that time your support request will be flagged as a 'Non Maintenance Request'. Once a credit card has been secured by our sales department or pre-payment has been made, your project will be put in the Kosmos work queue. Work will commence on your project as soon as all higher priority projects have been completed.

Please note that ticket 'response times' are based on the service level agreement (SLA) and response times (P1, P2, P3, P4, P5) purchased.

Response Times | Maintenance Plans & Priority Services:

• Emergency**: SLA response time = 1-4 business hours,
  weekend support included.
• P1: SLA response time = 4-8 business hours,
  emergency support included, except for emergencies does not include weekend support.
• P2: SLA response time = 12 business hours,
  does not include weekend support.
• P3: SLA response time = 1-2 business days,
  does not include weekend support.
• P4: SLA response time = 2-3 business days,
  does not include weekend support.
• P5: SLA response time = 2-5 business days, 1 year agreement NOT required, does not include weekend support. Before beginning P5 support all requests are directed to sales to secure payment and schedule a support call and/or project with our staff.
• Maintenance Plan Rates

Sales Support:
Have questions?
Need to schedule a demo or request an estimate?
Call toll-free (888) 256-7667
Send email

General Support:
Existing customers: For support not requiring a specialist,
Login and create support ticket,
Or call (888) 256-7667.

Premium Support:
Existing customers: Need to work with a specialist?
Need to schedule a project?
For support login and create support ticket,
Or call (888) 256-7667 to schedule an appointment.
Support is scheduled based on SLA response times.

Emergency Support (24/7):
Click for emergency support and hosting outages.

MORE on Response Times:

We'll respond to general requests within your SLA time frame with our estimated hours for completion. For new projects, we'll schedule an appointment within your SLA time frame to determine your initial requirements so that we can provide an estimate for your project. Clients will be placed within the Kosmos work queue based on the service level agreement (SLA) and priority response times purchased. 

MORE on Emergencies:

**Emergency rates NOT required for Kosmos hosting emergencies.
Before initiating an emergency, please be aware emergency support requires our staff to respond after hours and postpone existing projects to focus 100% on the emergency situation. Except for Kosmos hosting outages, initiating emergency support is billed by the hour regardless of fault. Once emergency support is initiated all hours are billed at our emergency rate, unless you re-schedule support for a later date.

Phone Support:

Phone support is billed a minimum of 30 minutes at our current hourly rate. This applies to any phone support that can't be handled by our sales staff. For questions, contact us here or call (888) 256-7667.

Maintenance plan & priority services may include:

• Website maintenance
• Ecommerce consulting
• Software installation
• Add-on module installation
• Training and support
• Website updates
• Text and image updates
• Banner and promotional designs
• Web marketing
• SEO updates
• Marketing materials
• Contact us for additional services

Maintenance plans & priority services cannot be used for:

• Application development or database related projects.
• Projects that require additional time not covered by the hours in your monthly maintenance plan.
  For example, if you have a project that is estimated to take six hours and you only have two hours left in your maintenance plan, you can only use two hours. If you wish to move forward with the project, the remaining four hours will be invoiced separately at your discounted rate.
• You cannot spread out a project over multiple months in order to use your maintenance plan's hours for a large project. Spreading out projects to be completed in multiple sessions causes inefficiencies and ends up taking our staff longer to complete then originally estimated.
• You cannot increase your maintenance plan temporarily and revert back to a smaller plan in order to get your project completed at a discounted rate.

Support Center

Please be aware that by posting a request in our support center, you’ll be initiating the use of your maintenance plan's hours. If your maintenance plan's hours have been exhausted for the month, then you’ll be billed at a discounted rate, based on your current maintenance plan. Only support requests related to rare server outages or basic sales inquiries will be exempt from this rule.

If you do not have a maintenance plan, we will still review your ticket to determine if we should proceed without a scheduled payment.

Support hours used for the month:

To review how many hours have been used for the current month, pay attention to the 'Fields' tab under your products/ and maintenance plan in Kosmos Central's support center. Our support staff will keep you informed of the hours used for your support request by posting their time in this area.

Every support request is billable in half hour increments.

Customer's Responsibilities

a. Customer is responsible for (i) RMS hardware, (ii) internal operating systems, (iii) internal network setup, (iv) internal network maintenance and (v) setup and use of any internal file access control systems.

b. Customer is responsible for ensuring that its personnel have sufficient training to attain and maintain competence in the operation of the Products.

c. Customer is responsible for ensuring that all support requests are posted in a support ticket in Kosmos Central's support center.  Our staff will only post tickets when absolutely necessary when our customers are unable.   

Renewal

Maintenance plans will automatically renew without notice at the updated current rate and subject to the updated current terms unless the customer notifies Kosmos in writing sixty (60) days in advance to continue a new maintenance contract.

Early Cancellation and Penalties  

All Service Cancellations require a 48 hours notice. If you cancel or downgrade your maintenance plan before the end of your annual agreement, you will be billed for three months of support minus the difference in hours used.

Warranty

The developer (Kosmos Central) warrants the services provided based on the scope of work detailed within the Kosmos support center. The entire risk as to the quality and performance of the web pages and website is with the client. The developer makes no warranty that the website and software is totally error free or that the client will be able to operate the website and software without any problems or interruptions caused by unforeseen problems or untested scenarios. Upon being notified by the developer that work has been completed the client has 14 days to report any bugs directly related to the scope of work reported in the Kosmos support center and Kosmos will continue to fix any found bugs for 30 days. The developer will not be responsible for any direct, indirect or consequential damages that may result from the use of its services, including loss of data resulting from delays, non-delivery or interruption in service. In no event will the developer be liable to the client or any third party for any damages, including any lost profits, lost savings or other incidental, consequential or special damages arising out of the operation of or inability to operate these web pages or website, even if the developer has been advised of the possibility of such damages. You acknowledge and agree that the developer cannot guarantee the absence of service interruptions caused by acts of God or other circumstances beyond our control.

Kosmos Central disclaims all other warranties, expressed or implied, including but not limited to implied warranties of merchantability and fitness for a particular purpose, with respect to services provided.

Please note that initiating any type of support request will automatically count against your maintenance plan's hours based on your service level agreement.  If additional hours are needed above your SLA, Kosmos will attempt to inform you within our support center.

Questions?

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