Support Retainer Overview

Websites often need minor updates, such as logo changes, navigation tweaks, or analytics adjustments. Our Support Retainer allows you to prepay for hours at a reduced rate, enabling quick changes without requesting a budget for each task.

Benefits of the Retainer:

• Lower rates than ad-hoc hours.
• Simplified budgeting and fewer invoices.
• Proactive recommendations if no specific work is planned in a period.
• Priority service (21 hours a Quarter or more)

Pricing & Usage:

• Retainers can be taken annually to get the best possible rate
• Retainers can also be taken quarterly
• Quarterly Retainers are invoiced in April, July, October and January (pro rata for the first month)
• Prepaid hours must be used within the quarter or forfeited.
• Hours are reserved for approved work, with additional hours charged as needed.
• Avoid last-minute requests near the end of the period

Examples of Retainer Tasks:

• UX/SEO consultancy and training.
• Analytics setup, reporting, and dashboard customizations.
• Content strategy, creation, and updates.
• Front-end design changes and new features.
• Maintenance (e.g., browser updates, spam protection)

Exclusions:

• Unused hours cannot be carried forward, and hours can’t be brought forward

Making Requests:

Submit work requests via Jira with detailed information. Fat Beehive will review the request and provide a quote (in hours) that can be booked against your available Retainer hours.

Regular updates and monthly meetings (1 hour deducted from retainer) help track usage and priorities.

Fees & Payments:

• Fees may increase annually by CPI (effective April 1st).
• Payment terms: 21 days after invoice issuance.
• Late or non-payment may result in additional fees and service suspension.

Termination:

• Provide 3 months’ notice before the renewal date.
• The remaining hours are non-refundable.

For any disputes or changes, contact Fat Beehive within the stated timelines.

General

Retainer hours can be used for any required support, including UX, Research, Design or Strategy work, new developments and features as well as ongoing support with SEO, PPC, security, performance, conversion and/or A/B testing or accessibility reviews.

Requests need to be managed within the available hours each quarter so that we can plan resources effectively.

Fat Beehive reserves the right to stop development, temporarily remove client website(s) from the Internet, and/or suspend agreements with external suppliers until late payments and fees are paid.

Fat Beehive reserves the right to change the terms of this Agreement; written notice will be given before any changes.

The Retainer Terms and Conditions form part of the Managed Hosting and Support Service Level Agreement