Expectations & Service Level Agreement
Clear guidelines to support a calm, effective working relationship.
What Summit Club Is (and Isn’t)
Summit Club is an ongoing website care and maintenance service.
My role is to safeguard, maintain, and gently improve your existing website over time — not to manage projects, oversee business operations, or act as a general technical helpdesk.
Summit Club works best when it’s steady, predictable, and proactive — not reactive.
Responsibilities: Yours & Mine
Your Responsibilities
Content ownership
You are responsible for the accuracy, relevance, and timeliness of your website content.
I’m happy to make updates for you, but changes must be requested. I do not routinely audit content unless agreed.
Privacy & legal compliance
As the website owner, you are responsible for compliance with privacy laws and other legal requirements.
- I can provide a standard Privacy Policy template (via LegalVision NZ) and general guidance
- You are responsible for customisation, implementation, review, and ongoing compliance
- I am not a legal advisor
If legal certainty is required, a qualified professional should be consulted.
Clear communication
You agree to provide clear instructions, final content, and timely responses when clarification is needed.
My Responsibilities
Website maintenance
Summit Club includes routine maintenance, security oversight, backups, updates, and minor improvements. It does not include redesigns, rebuilds, or strategy-led development.
Technical oversight
I maintain the backend health of your site. Changes to visible content or structure are made on request.
Professional judgement
I may recommend alternatives, delay changes, or decline requests if they pose risks to security, stability, or long-term maintainability.
Requesting Website Changes
To keep work efficient and accurate:
- Requests must be submitted via email
- Please submit one clear request at a time
- New requests are queued separately
- Standard updates are typically completed within 3 business days
- More complex requests may take longer or be scoped separately
Messaging apps, phone calls, or verbal requests are not supported.
Urgent Issues
Business-critical issues (e.g. site downtime, security breaches, broken contact forms) are prioritised during business hours.
Urgent does not mean immediate, and resolution may involve:
- investigation time
- third-party dependencies
- or additional work beyond standard maintenance
Where applicable, additional costs will be discussed before proceeding.
Third-Party Services & Integrations
Many websites rely on external platforms (hosting, email, payments, bookings, analytics).
- I do not control these services
- I cannot guarantee their availability, performance, or behaviour
- You may need to liaise directly with third-party support teams
I am not responsible for delays or failures caused by external systems.
Security: A Shared Responsibility
My role
- Regular updates, backups, monitoring, and security scans
Your role
- Keep login details secure
- Do not share access without approval
- Notify me immediately of suspicious activity
If credentials are compromised or security is at risk, I may temporarily restrict access to protect your site.
No website is 100% immune. In the event of a breach, I will assist with restoration using backups. Specialist security services may be recommended if required.
Scope Changes & Additional Work
If a request:
- exceeds routine maintenance
- becomes a defined project
- or requires extended investigation
I’ll let you know before proceeding.
No surprise invoices. No silent scope creep.
Payment Terms
- Summit Club is prepaid monthly, due by the 20th of each month for the following month
- Invoices are issued via Hnry
- Late payments may result in a pause of services until resolved
A Final Note
Summit Club exists to give you confidence that your website is being cared for — and to allow me to do that work calmly, carefully, and well.
If you’re unsure whether something fits, ask.
If something needs more than maintenance, we’ll talk.
That’s how good support works.
Summit Club may not be right for you if…
Summit Club is designed for steady, ongoing website care. It may not be the best fit if:
- You’re looking for instant or on-demand support, or expect same-day responses for non-urgent requests
- You want someone to actively manage your marketing, content, or business operations
- You expect SEO rankings, performance scores, or conversion results to be guaranteed
- You regularly need new features, complex integrations, or custom development
- You’re planning a major redesign, rebuild, or strategic overhaul
- You prefer to communicate via texts, DMs, or phone calls instead of email
- You don’t have the capacity to review, approve, or supply content when needed
- You’d like someone else to take responsibility for legal, compliance, or third-party services
- You need after-hours or emergency support as a standard service
- You’re still working out what your website should be or do
In these cases, a defined project, one-off engagement, or specialist support may be a better starting point — and I’m always happy to help you work out the right next step.
