Support Plan Terms

These terms apply to all Rippke Design Website Plans (Basic, Support, and Support+). By subscribing, you agree to them.

1. What’s included

Every plan includes managed WordPress hosting, an SSL certificate, and daily backups. Support and Support+ add maintenance and support time:

Maintenance means updating WordPress core, your theme, and installed plugins, then checking that the site still works afterward. If an update causes a problem, we’ll roll it back or fix it. That fix doesn’t count against your support hours.

2. Support hours

• The Basic plan is hosting only. It doesn’t include updates or support.
• Support covers content edits, image and text changes, small layout adjustments, plugin questions, and troubleshooting.
• Time is tracked in 15-minute increments.
• Unused hours do not roll over to the next month.
• Work beyond your included hours is billed at $125/hr. We’ll get your approval before going over.
• Not covered by support hours: new pages, new features, redesigns, custom development, content writing, migrations of other sites, and third-party integrations. We’ll quote these separately.

3. Response times

• Support and Support+: within 1–2 business days.
• If your site is down, it’s handled as urgent on every plan.

Business hours are Monday–Friday, 9–5 Central, excluding holidays.

4. Hosting and usage

Sites are hosted on WP Engine or Flywheel. We choose the right environment for your site. Each plan is meant for a typical small-business site.

If your site’s traffic or storage grows enough to raise our hosting costs, we’ll talk with you about moving up a plan or covering the added cost before anything changes. We won’t charge overages without talking to you first.

Uptime is subject to the hosting provider’s service levels. We aren’t responsible for outages caused by the host, third-party services, or events outside our control, but we’ll work to restore service as quickly as possible.

5. Backups

Daily backups are kept for a rolling period set by our hosting provider (usually about a month). We’ll restore from a backup at no charge if the problem was caused by an update or security issue. Restores requested for other reasons, such as content you deleted, count against support hours or are billed hourly.

Backups are a safety net, not a guarantee. We recommend you keep your own copies of important content.

6. Your responsibilities

• Keep your contact and billing information current.
• Don’t install plugins or themes, or make major changes, without telling us. Fixes for problems caused by changes we didn’t make are billed as support.
• You’re responsible for the content on your site and for having the rights to use it.
• Premium plugin and theme licenses you’ve purchased stay yours to renew. If one lapses, we may not be able to update that plugin.

7. Not included

Unless otherwise agreed, support plans do not include:

• Domain registration or renewal
• Email hosting
• Third-party subscriptions: forms, booking tools, payment processors, and similar services
• Content creation, copywriting, or photography
• SEO campaigns, advertising, or marketing services

8. Billing

• Plans are billed in advance, monthly or annually, through Stripe.
• Annual plans are billed at 11 months’ price for 12 months of service.
• You can update your payment method and download invoices from your billing portal.
• We’ll give at least 30 days’ notice before any price change. Annual plans keep their price until renewal.

9. Failed payments

If a payment fails, Stripe will retry it and email you. If it’s still unpaid after 30 days, we may pause maintenance and support. After 60 days, we may suspend the site. Service resumes once the balance is paid.

10. Changing plans

You can upgrade or downgrade at any time. Upgrades take effect immediately and are prorated. Downgrades take effect at the next billing date.

11. Cancellation and refunds

• Monthly plans: cancel anytime. Service continues through the end of the paid month. No partial-month refunds.
• Annual plans: full refund if you cancel within 30 days of purchase or renewal. No refunds after that, and service continues through the end of the term.

When you leave: we’ll provide you a full backup of your site files and database. Your site will stay live with us for up to 7 days after your last paid period so you have time to move. After that, it may be deleted.

12. Ownership

You own your site’s content, design, and domain. Once all invoices are paid, you’re entitled to a complete copy of your site. Hosting accounts are held by Rippke Design under our agency plans.

13. Security

We take reasonable steps to keep your site secure, but no site is fully immune to attacks. If your site is compromised while on an active plan, cleanup is included at no extra cost. Breaches caused by your own actions, such as shared passwords or unapproved plugins, may be billed hourly.

14. Limitation of liability

Our total liability for any claim related to a support plan is limited to the amount you paid in the 3 months before the claim. We aren’t liable for lost revenue, lost data, or indirect damages.

15. Changes to these terms

We may update these terms. We’ll give at least 30 days’ notice of significant changes by email.

16. Governing law

These terms are governed by the laws of the State of Iowa.

Questions? Contact info@rippkedesign.com.