To clarify the scope of support and associated service fees, Maisey distinguishes between “Change Requests” and “Edit Requests,” depending on the client’s selected service plan.
1. Edit Requests (Applicable to DFY Plans Only)
Clients subscribed to a Done-For-You (DFY) service plan are entitled to submit Edit Requests at no additional cost, within reasonable use.
Edit Requests refer to minor updates to existing website content or elements. These include, but are not limited to:
Replacing existing images or videos
Updating contact details or business hours
Editing text, pricing, or product descriptions within existing pages
Making basic formatting adjustments that do not affect site layout or structure
Edit Requests do not involve new development, layout restructuring, or the addition of new features, and are handled as part of support services under DFY plans.
2. Change Requests (Applicable to All Plans)
A Change Request refers to any request that involves creating new content, altering the site’s layout or structure, or adding new functionality. This includes, but is not limited to:
Creating or adding new pages
Moving entire sections to new areas of the website
Uploading and configuring new product categories or service offerings
Custom code implementations
Any requests that fall outside the existing site architecture or planned scope
Change Requests are billed at a standard rate of $75.00 USD per hour, rounded to the nearest quarter-hour.
Prior to initiating any billable Change Request, clients will receive an estimate of the expected effort and cost.
A formal Scope of Work (SOW) will be prepared and sent for client review and written approval.
Work will only commence upon approval of the SOW, payment of the associated charges, and delivery by the partner of all requested assets (such as text copy, images, or branding materials) as specified in the project scope.
3. DWY and DIY Plans
For clients enrolled in Done-With-You (DWY) or Do-It-Yourself (DIY) plans, all support requests, including those that would be considered “Edit Requests” under DFY plans shall be treated as Change Requests and are therefore subject to the applicable hourly rate.
Maisey reserves the right to determine, in its sole discretion, whether a support inquiry qualifies as an Edit Request or Change Request, and to apply the relevant billing policy based on the client’s service plan.