Makeway Ad-hoc Support Services: Terms and Conditions

Last Updated: June 30, 2026

1. Purpose

These Ad Hoc Support Services Terms and Conditions (“Terms”) establish the terms and conditions under which Makeway may provide support, maintenance, updates, enhancements, troubleshooting, and other requested services on an as-needed basis.

These Terms are intended for clients who require occasional support but are not enrolled in a recurring Makeway Maintenance or Support Plan. By requesting, authorizing, or accepting ad hoc support services from Makeway, the Client acknowledges that services will be provided on a request-by-request basis and that no monthly support hours, guaranteed response times, service-level commitments, or priority scheduling are included.

Makeway may update these Terms from time to time. The version published on this page at the time services are requested will govern those services unless otherwise agreed in writing.

2. Access to Makeway Support

All support requests must be submitted through Makeway Support, which is accessible at: makeway.is/support.

Support requests submitted through email, text message, phone calls, Slack, Microsoft Teams, social media, or other communication channels may be redirected to the Makeway Support portal and will not be considered officially submitted until entered into the ticketing system.

The Client acknowledges that access to Makeway Support provides a direct channel for requesting services from the Makeway team but does not constitute a maintenance plan, retainer agreement, or guaranteed service commitment.

3. Hourly Rate and Billing

Services performed under these Terms shall be billed at a rate of $185 per hour or $170 for approved non-profits. Makeway reserves the right to adjust its rates upon thirty (30) days written notice.

All work is billed in increments of fifteen (15) minutes.

Each support request submitted through Makeway Support is subject to a minimum billable charge of 0.5 hours, regardless of whether the request results in a completed update, requires investigation only, or is determined to be outside the scope of support services.

4. Billable Activities

The Client acknowledges that billable time may include, but is not limited to:

Website updates and content changes
Design modifications
Development and programming work
Troubleshooting and diagnostics
Technical investigation and research
Communication and correspondence related to a request
Meetings and consultations
Quality assurance and testing
Vendor coordination
Documentation and implementation planning
Deployment and post-deployment verification

Time spent reviewing, diagnosing, investigating, or determining the source of an issue is billable whether or not a resolution is ultimately implemented.

5. Service Levels and Response Times

Ad Hoc Support clients receive service on a best-effort basis.

Makeway will make reasonable efforts to acknowledge support requests within forty-eight (48) business hours of submission. Business hours are Monday through Friday, excluding observed holidays.

Response time refers only to the initial acknowledgment of a request and does not constitute a commitment to begin work, complete work, or provide a resolution within a specific timeframe.

Completion timelines will vary based on request complexity, project requirements, staff availability, dependencies, third-party involvement, and existing workload commitments.

6. Priority and Scheduling

The Client acknowledges that Ad Hoc Support is scheduled on a best-effort basis. Clients enrolled in recurring maintenance plans, support retainers, managed service agreements, active project engagements, or other ongoing service relationships may receive priority scheduling based on reserved capacity and ongoing service commitments.

7. Scope Limitations

Makeway reserves the right to determine whether a request qualifies as a support task or requires a separate project engagement.

Requests that involve substantial planning, discovery, content creation, information architecture, design exploration, feature development, integrations, application development, system migrations, platform changes, or other significant work may require a separate estimate, proposal, Statement of Work, or project agreement before work begins.

Makeway may decline to perform work under these Terms if the requested services are deemed more appropriate for a dedicated project engagement.

8. Emergency and Expedited Requests

Requests requiring accelerated turnaround or work outside of normal business hours may be accommodated solely at Makeway’s discretion and may be subject to additional fees. We will confirm the engagement expectations with you in writing at the time of the request.

9. Client Responsibilities

The Client agrees to:

Provide timely feedback, approvals, and decisions
Provide credentials, content, assets, and documentation necessary to complete requested work
Maintain ownership of all applicable software licenses, hosting accounts, and third-party services

Delays caused by missing information, unavailable access, delayed approvals, or third-party dependencies may impact completion timelines.

Unless otherwise agreed in writing, the Client is not enrolled in a Makeway Maintenance Plan or other recurring service agreement.

Unless otherwise agreed in writing, Makeway is not responsible for:

Software updates
CMS updates
Plugin updates
Security monitoring
Malware prevention or remediation
Uptime monitoring
Backup management
Performance monitoring
Vulnerability management
Hosting management
Third-party software compatibility
Preventative maintenance activities

The Client understands that websites and applications not actively maintained may become vulnerable to security risks, software conflicts, compatibility issues, performance degradation, or service interruptions.

10. Third-Party Services and Costs

The Client is responsible for all third-party costs associated with requested work, including but not limited to:

Software licenses
Plugin subscriptions
API fees
Hosting charges
Domain renewals
Stock assets
Vendor fees

Any third-party expenses incurred by Makeway on behalf of the Client may be invoiced separately or included on the Client’s invoice.

11. Dormant Environment Review

For websites, applications, or systems that have not been actively maintained by Makeway, or have not received support services from Makeway within the previous twelve (12) months, Makeway reserves the right to bill reasonable time for environment review, familiarization, access verification, technical assessment, or onboarding activities before performing requested work.

12. Payment Terms

Fees for services performed under these Terms are due within thirty (30) days of the invoice date (Net 30). Makeway reserves the right to suspend ongoing or future support work for accounts with overdue balances. The Client shall remain responsible for all fees incurred prior to any suspension of services.