Purpose of this Schedule

This document establishes boundaries between routine support and chargeable project work. Support maintains existing websites rather than delivering large-scale content programmes, major restructures, bulk document conversion, or ongoing change programmes unless separately agreed.

2

General Support Principles

Helpdesk Model

Support operates during business hours through a designated helpdesk. Requests submitted directly to staff may be redirected to the helpdesk system.

Fair Usage

Support covers proportionate, ad-hoc requests consistent with routine maintenance. We may pause, defer, or reclassify work as paid services when volume, complexity, or frequency becomes unreasonable.

Compliance

All work follows WCAG 2.2 (AA) accessibility standards and NHS guidance. Non-compliant requests may be declined unless the customer accepts responsibility in writing.

Third-Party Systems

Support excludes operational management of external platforms such as booking systems, analytics tools, or clinical systems.

3

Basic Support

All customers receive the following:

UK-based hosting with SSL certificates
Data backups and domain management
Platform support and security patching
Online knowledge base access

Excluded: Content updates, SmartForm creation, accessibility audits, design changes, and document conversion.

4

Premium Support

Includes all Basic Support services plus:

Priority handling with faster response times
Proactive issue identification
NHS contract and accessibility compliance support
Annual accessibility audit
Website refresh eligibility every three years

SmartForms Allowance

Up to 1 new form monthly plus 4 hours monthly for existing form updates only — excluding new page creation, multi-page pathways, bulk creation, or redesign work.

Website Updates

Routine, proportionate updates are included. Frequent, extensive, or programme-like work may be reclassified as paid projects at £130 + VAT per hour.

5

Website Refresh (Premium Only)

Premium customers are eligible for a new website build every three years from the most recent go-live date. Delivery occurs within year three at our discretion based on capacity.

Customers may decline a refresh, but legacy systems face increasing security vulnerabilities and compatibility challenges. Repeated declines may result in support limitations or decommissioning after reasonable notice.

Customers receive a draft with an approximately one-month launch window and must provide consolidated feedback promptly.

6

Explicit Project Work Exclusions

The following require separate Project Work agreements:

Large-scale page creation or content hubs
Bulk content migration or restructuring
Scheduled content production programmes
Major navigation or structural changes
Large-scale accessibility remediation
Multi-organisation work
Third-party organisation requests

7

PDFs and Long Documents

We discourage PDFs where web equivalents suit accessibility needs.

Short documents (Premium Support may include)

Up to three pages
Plain text with light formatting
Minimal tables or complex layouts
Straightforward transfer requirements

Documents exceeding three pages, containing complex tables, requiring interpretation or summarisation, or needing significant validation are treated as paid Project Work.

8

Project Work

Work exceeding monthly allowances, introducing significant scope, resembling standalone projects, or materially impacting capacity qualifies as Project Work.

We may pause delivery and provide a written scope, estimate, and timeline. Work requires written approval before commencing.

9

Excess Usage and Charges

Overages result in deferred requests, Project Work reclassification, or charges at £130 + VAT per hour.

10

Governance and Capacity Protection

We reserve the right to limit, defer, or refuse requests to protect service quality and staff wellbeing, and may require consolidation or separate agreements for large programmes.

11

Changes to Support Schedule

Updates take effect per the Terms & Conditions, applying from the next renewal period or following an invoice issued after the effective date.

12

Interpretation

The Terms & Conditions of Supply take precedence in any conflict with this document.