Site Catalyst Maintenance Credits
Terms and Conditions

Definitions

Site Catalyst Credits (SC Credits, or simply Credits)

A Site Catalyst Credit is a numerical value assigned to a given task or set of tasks. In general, one task equals one credit. Credits are purchased through maintenance plans and can expire. Credits are not equal to hours and do not have a time value equivalent. (see the Using Site Catalyst Credits below)

Onboarding Window

Onboarding is the process that requires a short period of time to set up a new account and gain the necessary access to any systems that need maintenance and support.

Credit Rollover

This refers to the ability to rollover or carry forward and accumulate unused Credits from month to month.

Maintenance vs Development

At Site Catalyst, maintenance is defined as updating, changing, fixing, or improving websites, systems, or plug-ins that have already been completely built and are in operation.

Development is defined as designing and/or architecting a website or application solution/feature that requires multiple days, weeks, or months and whose project is typically defined within a detailed Scope of Work document.

Maintenance Program Abuse

The Site Catalyst Maintenance Credits system was developed to aid our loyal customers in their businesses by offering a lower cost to maintain and update their online properties (websites, mobile apps, social media accounts, etc.)

Maintenance Program Abuse occurs when the purchase or cancellation of credits is being used irregularly to gain an advantage or to avoid paying for development and other services. The SC Credits algorithm may flag an account for review if irregularities are detected.

Abuse Audit

The state of an account placed under review before it can benefit from using the Site Catalyst Maintenance Credits program.

Terms and Conditions

Eligibility

To be eligible for the Site Catalyst Maintenance Credits program, you must have a fully designed, built, and operational website, mobile app, or social media account. The maintenance program is NOT intended for full designs or redesigns of websites, or the development of mobile or web applications. It is a maintenance program only.

Getting Started

Upon registering for the Site Catalyst Maintenance Credits, there is generally a short onboarding process that takes about 24 to 48 hours. The process involves tasks such as gaining access to the systems we support, notifying the team that you are a priority client, and ensuring your requests reach our priority queue. If you have an urgent request at the time of registration and there are pre-existing items in the queue, we will do our best to ensure that your request receives the attention it needs.

Rollover Credits

Unused Credits can be carried forward (rolled over) and accumulated for up to two months before they reset on a rolling basis. Older Credits are used first.

• For example, unused credits from month 1 expire in month 3 (no longer counted in month 4), unused credits from month 2 expire in month 4, and so on.

Currency & Payments

All maintenance plans are billed in Canadian dollars (CAD) unless otherwise stated. Payments must be received in advance of service.

Cancellations & Refunds

You may cancel your maintenance plan prior to using any credits. There are no refunds once a single credit has been used and the service has been delivered. Any unused/remaining Credits will be available as per the expiration rules.

• Your maintenance plan automatically expires when all the credits are consumed.
• To benefit from the maintenance program once again, you must repurchase Credits.
• Purchasing and cancelling three times within a twelve-month period will require an “abuse audit” of the account before it can be reinstated a fourth time. You may purchase Site Catalyst services at regular rates regardless of your maintenance program status.

Using Site Catalyst Credits

This is not an exhaustive list and may be updated periodically.

* A Task is not the same as a request or a feature – some requests may require several credits. If the value or a task is not listed in the table above, we will inform you of the request’s value before it is actioned. See Tasks and Credits Comparison Scenarios below.

This concludes the Terms and Conditions of the Site Catalyst Maintenance Credits Program. We may update this document periodically and will send out a notification to review and accept the new terms. All changes will take effect 30 days after acceptance, regardless of whether they are accepted or not. If you do not agree with the changes, you may cancel your maintenance plan at any time, subject to the cancellation policy outlined above.

Tasks and Credits Comparison Scenarios

Scenario #1 – E-commerce Store Maintenance

Let’s say an e-commerce store owner has 5 simple products they want to add to their website. A simple product includes an image, price, full description/features, short description (sales message/benefits), sale price (optional), and quantity in stock (optional).

Credit-Based

1. Time is not counted (1 Task = 1 Credit)
2. Includes testing and minor customer changes/feedback/fixes.

Time-Based

Scenario #2 – Not- for-Profit Organization Website Maintenance

A Director of an organization requires an online donation feature. To implement the feature, the organization will need to provide the payment gateway and merchant account details, content for the landing page, including licensed images or ideas for us to find images in our stock library, and any specific Donation thresholds or rules.

Credit-Based

3. Time is not counted (1 Task = 1 Credit)
4. Includes testing and minor customer changes/feedback/fixes.

Time-Based

Scenario #3 – Higher Education Institution Website Maintenance

A university has a website and is hosting an upcoming event that it wants to promote through a landing page, encouraging visitors to register for the event. For this, we need content for the page along with the form fields of the information to be collected, and where the collected information should be sent or stored.

Credit-Based

5. Time is not counted (1 Task = 1 Credit)
6. Includes testing and minor customer changes/feedback/fixes.

Time-Based