Ad Monies Ltd. — Ongoing Support, Retainer & Service Policy
Effective Date: May 4, 2026
Overview
This policy governs all post-launch support, updates, and technical services provided by Ad Monies Ltd.
Following the completion and delivery of any website, system, or project, all ongoing modifications, enhancements, and technical support are handled under the structured service model outlined below.
This ensures:
- Consistent service quality
- Reliable turnaround times
- Clear expectations for all parties
Service Model
Ad Monies operates under a retainer and ad-hoc support structure for all ongoing work.
Clients may choose between a monthly retainer for ongoing support or ad-hoc billing for one-off requests.
Support Options
1. Base Retainer
- $1,000 CAD / month
- Includes up to 5 hours of support
- Priority over non-retainer requests
- Typical response time: 1–2 business days
Additional Hours: $200 CAD / hour
2. Professional Retainer
- $1,750 CAD / month
- Includes up to 10 hours of support
- Enhanced priority access
- Typical response time: same day / next business day
Additional Hours: $200 CAD / hour
3. Priority Retainer
- $2,500 CAD / month
- Includes up to 12 hours of support
- Top priority queue access
- 24-hour response SLA (Service Level Agreement)
Additional Hours: $200 CAD / hour
4. Enterprise Emergency SLA Retainer (Limited Availability)
Designed for businesses requiring rapid response and high availability for mission-critical systems.
This tier is limited in availability.
- $4,000 CAD / month
- Includes up to 15 hours of support
- Highest priority access
- Same-day response SLA (business hours)
- Accelerated handling of urgent requests
Additional Hours: $225 CAD / hour
What is an SLA (Service Level Agreement)?
An SLA (Service Level Agreement) defines the expected timeframe in which a support request will receive a response.
For Ad Monies services, an SLA refers specifically to:
- Acknowledgment of the request
- Initial review and action taken
An SLA does not guarantee full resolution within that timeframe.
Resolution time will vary depending on the complexity and scope of the request.
After-Hours Support
Support outside standard business hours is not guaranteed and may be provided when available at an expedited hourly rate.
Ad-Hoc (Non-Retainer) Work
For one-time or infrequent requests:
- $300 CAD / hour
- Minimum billable time: 1 hour per request
- Scheduled based on availability
- No guaranteed timelines or priority access
Minimum Billing Policy
All ad-hoc work is subject to a minimum billing increment of 1 hour.
This accounts for:
- Task review and planning
- Context switching
- Execution and validation
Clients are encouraged to group multiple requests together to maximize efficiency and value.
Scope of Work
Ongoing support may include:
- Website updates and content changes
- Technical troubleshooting
- App integrations and configurations
- Performance improvements
- Minor feature enhancements
Requests involving new features, major structural changes, or system expansions may require separate project-based quoting.
Retainer Benefits
A monthly retainer provides:
- Reserved development capacity
- Priority service access
- Faster turnaround times
- Reduced need for repeated quoting
Payment Terms
- Retainers are billed monthly in advance
- Work begins upon receipt of payment
- Additional hours require approval prior to execution
Policy Enforcement
- Ongoing work is performed under either a retainer or approved ad-hoc billing
- Minimum billing increments apply to all ad-hoc work
- Requests may be scheduled based on current workload and availability
Updates to This Policy
Ad Monies Ltd. reserves the right to update this policy as needed. Updated terms will apply to future work and engagements.
Ad Monies Ltd.