Support Hour Terms

Thank you for choosing Ellislaine. Our Support Hour Terms outline how our yearly support hours work, including usage, limitations, and guidelines. By using our support services, you agree to the terms outlined below.

Overview of support hours

  • Annual allocation: Each client is allocated a set number of support hours per year, as defined in their agreement.

  • Monthly limit: Clients can use a maximum of 4 support hours per month. Exceptions may be made on a case-by-case basis, depending on our production queue, availability, and the nature of the request. Any exceptions are subject to approval at our sole discretion.

Approved uses for support hours

Support hours are ideal for smaller tasks, simple designs, and basic updates. Examples include:

  • Website updates (Examples: add or remove a team member, add a service, blog post, etc.)

  • Small print designs (Examples: flyers, business cards, direct mail postcard, etc.)

  • Business information updates (Example: Update hours on business profiles, etc.)

  • Technical support (Examples: add an email user, domain issues, etc.)

Excluded uses for support hours

Support hours cannot be used for:

  • Large-scale design projects (Examples: website redesign, logo design, etc.)

  • Video production (Examples: video shoot, commercial, social media content, etc.)

  • Advertising services (Examples: Google ads, social media ads, etc.)

  • Ongoing management services (Examples: social media management, ad campaigns, etc.)

For these types of larger projects and ongoing services, we offer separate marketing plans. To upgrade your plan to include any of these services or for larger a la carté projects, email support@ellislaine.com and we can send you our Plans & Pricing.

Submitting support requests

  • How to submit: Email your support request to support@ellislaine.com

  • Response time: We respond to all requests within 24 hours

  • Turnaround time:

    • Requests taking under 1 hour: Typically completed within 2-3 business days.

    • Requests taking over 1 hour: Typically take 1-2 weeks, depending on complexity and current production queue.

    • Requests taking over 4 hours: Please email our support team with your request. We will evaluate how to accommodate your request based on our production queue, availability, and the complexity of the task.

Additional hours and rates

  • Increasing yearly support hours: Clients can increase their yearly allocation by adding hours to their monthly marketing plan. These additional hours are billed at a discounted rate of $120 per hour. The same terms apply to increased hours.

  • Exceeding yearly support hours: Once your yearly support hours are exhausted, additional requests are billed at our a la carté rate of $150 per hour.

Unused support hours

Support hours are designed to be used within the year and do not roll over to the following year.

Why we limit monthly usage

Support hours are intended to ensure consistent and manageable service for all clients throughout the year. The monthly limit helps avoid depletion of your annual allocation too early, ensuring your support needs can be met throughout the year.

Modifications to these terms

Ellislaine reserves the right to update or modify these Support Hour Terms as needed.

If you have any questions about these terms or your specific support hours, please contact us at support@ellislaine.com.

Thank you for your continued partnership!