Service Terms

Enterprise Technology will provide annual website maintenance and support for websites as mutually agreed upon between both parties entering into the Service Partnership Agreement (SPA). Maintenance and support plans vary based on size and complexity of the websites to be supported and are invoiced by the full or partial (prorated) fiscal year, as determined by the start date. 

The hours-based Annual Maintenance and Support SPA is based on estimated hours of effort required for anticipated and/or mutually agreed upon development work by the fiscal year. While not all development work can be anticipated in advance, ET will make a best effort to estimate future maintenance needs.

The customer and/or website steward/owner will be invoiced based on the current hourly support rates. If support needs exceed the anticipated and/or mutually agreed upon development work and all the purchased SPA hours are utilized prior to the end of the fiscal year, the SPA support will cease. The SPA then may be terminated for the remainder of the current fiscal year unless the customer and/or website steward/owner opts to purchase additional SPA hours for continued support. To purchase additional support hours, please contact ET Web Services.

ET's SPA commitments inform capacity planning. Thus, annual maintenance agreements follow a “use-it-or-lose-it” model; meaning that any hours the SPA partner does not utilize will not be refundable at the end of the fiscal year. With that in mind, it will be advantageous for both parties to align on the development needs in advance of the start of each fiscal year.

Flat rate service plans are also available for small and low maintenance websites. Learn more about this service and conditions of eligibility by visiting Paid Services Offerings. This support option includes only minimal maintenance and limited incident support. If additional support or projects are needed, a customers may explore and annual maintenance support or project SPA.

The nature of work to be completed for annual website maintenance services, hourly and flat rate, may be viewed at Paid Services Offerings.

Maintenance for newly launched websites may be added to existing hourly SPAs mid-cycle if the following conditions are met: 

• Enterprise Technology has completed a developer review of the website(s) being considered for support.
• Enterprise Technology has confirmed that it can support the website(s) based on current code base, architecture, and staffing availability. 

Websites reviewed and approved for support under an exiting SPA will be documented. And if additional hours are estimated for the future, the SPA will undergo a review to ensure the costs are aligned appropriately with the level of anticipated effort for future maintenance and support. 

To maintain a balanced work life, our developers will work the following hours and days:  8:00 AM to 5:00 PM, Monday through Friday except for Arizona State University recognized holidays. Alternate hours of coverage may be requested in advance and scheduled on a case-by-case basis, subject to staffing availability.