This Master Service Agreement (MSA) governs the relationship between PLUTO Web Agency ("Agency") and the client ("Client"). It defines the expectations, responsibilities, and procedures for all design, development, hosting, and maintenance projects.
1. Scope of Work
Each project will include a separate Project Addendum outlining the specific deliverables, timeline, and payment structure. This MSA applies to all ongoing and future collaborations.
2. Hosting & Maintenance
Clients may opt into PLUTO’s Hosting & Maintenance Plan for ongoing updates, security patches, and site backups.
Hosting services are managed under strict uptime and security protocols.
Maintenance subscribers receive priority support and content updates according to their plan.
Non-subscribers may request updates or fixes, billed at our standard hourly rate.
3. Support Policy
Support requests must be submitted through our contact form or via email at [info@heypluto.agency].
Response Time: Within 48 hours for active maintenance clients, and within 5 business days for one-time project clients.
Support includes technical troubleshooting, bug fixes, and performance optimization.
Feature additions or redesigns are not covered and will be quoted separately.
4. Confidentiality
Both parties agree to maintain confidentiality regarding all shared business, technical, or proprietary information.
5. Termination
Either party may terminate the agreement with written notice.
Client is responsible for all work completed up to termination date.
Deposits are non-refundable.
6. Liability
PLUTO is not liable for indirect, incidental, or consequential damages. Liability is limited to the total fees paid under the applicable project.
7. Dispute Resolution
Both parties agree to resolve any disputes through good-faith negotiation and mediation before taking legal action.
8. Force Majeure
Neither party is liable for delays or failures caused by circumstances beyond reasonable control, including natural disasters or system outages.
