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 cost less than our regular work-on-account rate but higher than annual retainers.
• 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).
• Retainer hours are designed for day-to-day tasks and are not ordinarily suitable for Project Work; however, if you have a Project that will be completed in the quarter, it may be possible to use some or all of that quarter’s retainer hours – if agreed in advance and before the Project commences. Please speak to your Account Manager for more details.

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 confirm if the work falls under the retainer and provide a quote. 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

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 for part of the Managed Hosting and Support Service Level Agreement