Flexible Support Retainer Addendum

This Addendum is part of our main Agreement and provides specific terms for our "Flexible Support Retainer" services. It works with our Master Terms of Service (MTS) and your Statement of Work (SoW). If there’s any conflict, the terms here apply.

This addendum is for clients with an existing application who need a flexible, pre-paid "bucket of hours" each month. These hours can be used for a mix of support, maintenance, and new development tasks.

• This is not: A fixed-fee maintenance plan (see our Hosting & Maintenance Addendum).
• This is not: A structured, agile team service (see our Agile Development Retainer Addendum).

You are purchasing a pre-paid "bucket" of service hours each month (e.g., 10, 20, 40 hours), as defined in your SoW. This retainer is billed monthly in advance.

This is the key value of the flexible retainer. Your monthly hours can be used for any task you prioritize, including:

• Bug Fixes & Technical Support
• New Feature Development & Enhancements
• Content Changes & Data Entry
• Software Updates & Security Patching
• Performance Optimization
• User Support & Admin Training

• Task Submission: All work requests must be submitted through our official support channel (e.g., a support portal or dedicated email), as defined in the SoW.
• Prioritization: You (or your designated Product Owner) are responsible for prioritizing the work. We will generally execute tasks in the order you set.
• Hour Tracking: We will track all work performed in 15-minute increments. A summary of hours used will be available to you.

• Overage: We will notify you if you are approaching your monthly hour limit. Any additional hours worked beyond the retainer, with your pre-approval, will be billed at the overage rate specified in your SoW.
• Rollover: Unused hours do not roll over to the next month unless explicitly stated in your SoW. This ensures we can maintain dedicated resource availability for you each month.

You receive ownership of the IP as it is paid for.

• Progressive Transfer: Upon our receipt of full payment for a given month's retainer invoice, all custom code and designs we created specifically for you ("Foreground IP") during that billing period become your property.
• Our Background IP: We retain ownership of all our pre-existing code, tools, and reusable components, and you receive a permanent, royalty-free license to use them as part of your project.

• No Fixed-Scope Warranty: This agreement does not include a 30-Day "bug-fix" warranty. The nature of this service is ongoing support.
• Acceptance: All work completed is considered accepted at the end of the monthly billing cycle or upon your use of the completed feature. We promise to perform all work with professional skill and care.