Care
Routine technical cover for a live build.
- Hosting monitoring
- Backup checks
- Security and software checks
- General error support queue
Support after launch.
One year of general error maintenance is included with every LUMA build.
Included for 12 months
General error maintenance.
Covered
- Reproducible errors in work supplied by LUMA
- Broken layouts caused by the delivered code
- Delivered functions that stop working because of a LUMA defect
- Reasonable investigation of a reported fault
Not covered
- Redesigns, new pages or new features
- Content, product or data entry
- Changes made by the client or another supplier
- Third-party outages, platform changes or licence costs
- New requirements outside the agreed project scope
Extended support.
Available after launch and quoted monthly.
Managed
Technical cover plus regular site changes.
- Everything in Care
- Agreed content updates
- Page and product changes within an allowance
- Analytics summary where configured
Development partner
Reserved capacity for continued development.
- Everything in Managed
- Reserved development time
- New features and landing pages
- Quarterly build planning
Response targets, monthly allowances and exclusions are written into each support quote.