Maintenance & Care Package Policy

1. Purpose

The Sentinel Network Systems (SNS) Care Plans provide ongoing maintenance, security updates, monitoring, and technical support after a project has been completed.

Care Plans are intended for maintaining and supporting existing projects, not replacing new development agreements.

Care Plans help clients maintain reliable, secure, and functional technology systems after launch.

2. Care Plan Eligibility

Care Plans are available for projects that have been:

• Completed
• Delivered
• Approved by the client

SNS may require an initial review, assessment, or cleanup period before accepting a project into a Care Plan if the project was not originally developed or maintained by SNS.

Projects with existing issues, outdated systems, security concerns, or unknown technical problems may require additional work before maintenance services begin.

Care Plans are intended to maintain existing systems and do not automatically include repairing unsupported or unmanaged projects.

3. Essential Care

Essential Care is designed for individuals and small businesses requiring basic maintenance and monitoring.

Includes

• Website uptime monitoring
• Security updates
• Software updates
• Monthly backups
• Bug fixes for existing functionality
• Basic troubleshooting
• Email support during business hours

Does Not Include

• New pages
• New features
• Design changes
• Third-party integrations
• Major content updates
• Custom development
• Complete redesigns

4. Business Care

Business Care is designed for growing businesses requiring faster support, improved maintenance, and regular system updates.

Includes

Everything in Essential Care, plus:

• Priority support
• Weekly backups
• Performance optimization
• Reasonable content updates
• Plugin and dependency management
• Security monitoring
• Monthly maintenance reports

Does Not Include

• Complete redesigns
• Large feature additions
• New software systems
• Major automation projects
• Custom integrations outside the original project scope
• Large-scale migrations

5. Premium Care

Premium Care is designed for organizations requiring proactive management, advanced monitoring, and ongoing technical assistance.

Includes

Everything in Business Care, plus:

• Highest support priority
• Advanced monitoring
• Frequent security reviews
• Database optimization
• Performance tuning
• Small improvements to existing functionality within reasonable limits
• Technical consulting
• Priority scheduling

Does Not Include

• Full application development
• Major software projects
• Complete platform replacements
• Large-scale redesigns
• New systems outside the maintenance agreement

6. Extra Work

The following services are not included in any Care Plan unless specifically stated in writing:

• New website pages
• Complete redesigns
• Brand refreshes
• New Discord bots
• New automation systems
• API integrations
• Database redesigns
• Large content migrations
• Ecommerce implementation
• SEO campaigns
• Marketing services
• New custom functionality
• Major feature development
• Emergency development outside the agreed maintenance scope

These requests will require separate approval, pricing, and scheduling before work begins.

7. Development Time

Care Plans are intended for maintenance and support.

Any included development time, if applicable, is limited to the amount specified in the client's selected Care Plan.

Unused support time or included development time does not roll over unless specifically stated in the agreement.

Requests exceeding included support limits may require:

• Additional payment
• A separate quote
• A new development agreement

8. Response Times

SNS will make reasonable efforts to respond according to the client's selected Care Plan.

Response times are service goals and are not guaranteed resolution times unless covered by a separate Service Level Agreement (SLA).

Resolution time depends on:

• Issue complexity
• Client response time
• Required access
• Third-party services
• Whether the issue is within SNS control

9. Support Hours

Standard support is provided during normal business hours.

Emergency support may be available outside normal hours and may require additional charges unless included in the client's agreement.

SNS does not guarantee immediate availability outside the agreed support schedule.

10. Client Responsibilities

Clients are responsible for:

• Maintaining valid payment information.
• Providing timely approvals.
• Supplying necessary content.
• Maintaining access to required accounts.
• Reporting issues as soon as practical.
• Maintaining ownership of third-party services.

Delays caused by missing information or unavailable access may affect response and completion times.

11. Suspension of Services

Care Plans may be suspended if:

• Payments become overdue.
• The client violates applicable agreements.
• Required access is removed.
• Unauthorized modifications prevent SNS from providing support.
• Continued support creates security or operational concerns.

Services may resume after the issue is resolved.

12. Cancellation

Care Plans may be cancelled by either party with written notice before the next billing cycle.

No partial refunds are issued once a billing period has started.

Cancellation does not remove responsibility for outstanding balances.

13. Policy Changes

SNS may update Care Plan features, pricing, or policies.

Existing clients will receive notice of material changes before they take effect.

Clients may be moved to updated plans if required due to changes in service requirements.

14. Contact

Questions regarding Care Plans or maintenance services should be directed to Sentinel Network Systems through official business communication channels.

Website: https://sentinelnetworksystems.com