New Policies for City Light Designs: Date 12/06/2007 First of all I would like to thank my hosting and website design clients who have chosen City Light Designs as their home. I appreciate your business greatly. As of today, December 6th, 2007, I have been forced to revise my hosting, maintenance and development policies for City Light Designs. Over the last 5 years, I have tried to make every effort possible to provide quality website services to my clients. These service have included website hosting, website maintenance, and website design. Over the past 6 months though, I have been inundated with too many requests to keep up with the demand. Because of this, I am forced to have to implement new policies that will regulate the guidelines of what is a free service and what is not. I hate to have to do this, but my time has become to valuable and I am finding that there is not enough of it. Website Maintenance Due to the increased demand for maintenance on my clients websites, I will no longer be able to offer maintenance at no cost unless this has been included in your contract. If you have recently signed a contract, please note that your maintenance agreement expires after 6 months of your website being deployed on line. If your website has been on line for more than 6 months, you are no longer eligible for free maintenance to your website. If you have had updates done to your site and it has been more than 6 months since the changes were finished and your website is now throwing errors, you are no longer covered under any website maintenance provisions. A website is much like anything else. As the environment that it exists in changes, so does the website. Outside forces such as data, hard drives, databases, hackers, user input, 3 party software, and so on all effect how the website will perform year after year after year. Because these elements are so variable, your website has the tendency to "break" now and again. Much like taking your car in for service, your website needs to be updated periodically to become compliant with how the Internet is ever changing. Imagine driving your car down the road and the gas pump goes out. There is no explanation for it, it just went out. The same goes for your site. There are so many things that can potentially happen to your site, that when they do, they must be fixed and this takes time and money. Just like the dealer that you bought your car from has a warranty, so does your website. After the warranty has expired on your car much like your website, you are obligated to pay to have the fixes made when issues arise. I know this is a sticky issue, but it is something that I am going to have to be firm with. If your website "breaks" (after your 6 month maintenance service agreement) you will be charged for the amount of time that it takes for me to address and fix the issues that are �breaking� your websites functionality. I am spending too much valuable time addressing issues that fall under this category of service. If you would like to sign an "extended warranty" you have that option. The extended warranty is for a 6 month period of time and would cover any maintenance and repair that would need to be done to your website in the event of failure. The "extended warranty" is $600 per 6 month period and covers all repairs. The warranty does not cover new development or changes to your website. Email and Hosting Because email and hosting are part of package that you pay for each month, any issues arising with these will be fixed at no cost. For instance if the server goes down, City Light Designs will do what is necessary to bring it back up on line and restore your website. If your email is having issues such as not authenticating or dropping connections, then City Light Designs will address these issues at no charge. Website Development If you are needing website development, these services are all quoted out in a formal contract. Each quote is valid only for 30 days after which time a new quote will need to be drafted if not entered into agreement. All new website development is automatically granted 6 months of maintenance once the website has been deployed on line. After such time the maintenance agreement will end and all maintenance on the website will either default to entering into an extended warranty or being charged the hourly rate as posted at City Light Designs. Support Tickets City Light Designs has implemented a ticket based support system that will enable you to enter the issues that you are having with your website, email, or hosting. Please visit: http://support.citylightdesigns.com and login to your account. If you need your login information, please send an email to shane@citylightdesigns.com and I will send your information to the email account on file. Please allow up to 72 hours to get a response back on your ticket. Your support ticket will detail out the total time and cost and estimated time of completion for your project, maintenance or support issue. Rates and Fees Website Development: Please call for quote Hourly Rate: $74.00 per hour Website Maintenance: $74.00 per hour Website Hosting: Please call for quote Office Hours Office hours, starting December 6th, 2007 are as follows Monday - Friday: 10:00 am - 5:00 pm MST Saturday - Sunday: By ticket based support only. Emergency Support In the event of an emergency, please call 208-358-1565. If you are calling after business hours, please leave a message and I will address your request as soon as possible. You may also enter a support ticket at http://support.citylightdesigns.com I will no longer be answering technical bases support questions after hours, so please call within the hours specified above. Any special maintenance that is required outside of normal business operating hours will be charged 1 � times the current hourly rate as stated at www.citylightdesigns.com Again, Thank You! Thank you very much for your understanding. I look forward to working with each and everyone of my clients over the next year. I want to ensure that your businesses are functioning to their full capacity as well as developing a tight infrastructure for City Light Designs.com. If you have any questions or comments, please send an email to shane@citylightdesigns.com and I will get back with you as soon as possible. Thank you for your understanding. Shane Horner Owner/Developer City Light Designs.com www.citylightdesigns.com 208-358-1565