Philleep Florence - Maintenance and Bug Tracker

Maintenance Plans Maintenance Agreement Tickets Billing & Payments Help & Support

Thank you for being a partner with Philleep Florence. Though we aim to build error and bug free applications, due to the dependencies our applications have, such as server environments, browsers, or unforeseen glitches, there may arise a situation where updates or upgrades may be needed to solve problems that may surface after your application is launched. Continued support requires on of the following maintenance plans. Feel free to contact us for custom maintenance plans that may fit your needs.

Hosting

Starter

Economy

Application Hosting ¹

Bandwidth 2TB Per Month ²

Storage 40GB SSD ²

RAM Up to 1GB ²

Server Maintenance

Maintain Server Logs ³

Maintain server uptime ⁴

Server restart or reboot ⁵

Server updates ⁶

Database maintenance ⁷

Server and application files backup ⁸

Version Control

Maintain Private Git Repository ¹⁰

Technical Support ⁹

Maximum Response Time - 4 Business Days

Bug Discovery
Up to 2 hours included per month for Bug Discovery¹¹. Additional Bug Discovery will be billed at an hourly rate.

Bug Fixes
Unlimited fixes to existing programmed functions in application or site where functions were implemented or approved by Philleep Florence. Third Party or API integrations¹² are excluded!

Unlimited Updates
Unlimited updates made to application or project at the request of Customer where total hours required for functional or design updates total 2 Hours or less per month. Additional updates will be billed at an hourly rate.

Deluxe

Application Hosting ¹

Bandwidth 2TB Per Month ²

Storage 40GB SSD ²

RAM Up to 1GB ²

Server Maintenance

Maintain Server Logs ³

Maintain server uptime ⁴

Server restart or reboot ⁵

Server updates ⁶

Database maintenance ⁷

Server and application files backup ⁸

Version Control

Maintain Private Git Repository ¹⁰

Technical Support ⁹

Maximum Response Time - 48 Hour

Dedicated Account Manager on Platform & Chat

Bug Discovery
Up to 4 hours included per month for Bug Discovery¹¹. Additional Bug Discovery will be billed at an hourly rate.

Unlimited Updates
Unlimited updates made to application or project at the request of Customer where total hours required for functional or design updates total 4 Hours or less per month. Additional updates will be billed at an hourly rate.

PhilleepEdit Updates
Automatic updates made to PhilleepEdit (if application or site is built on PhilleepEdit) – ensures PhilleepEdit is compatible with future browsers and platforms.

Application or Site Updates
Automatic updates made to application or site – ensures project is compatible with future browsers and platforms.

Premium

Application Hosting ¹

Bandwidth 2TB Per Month ²

Storage 40GB SSD ²

RAM Up to 1GB ²

Server Maintenance

Maintain Server Logs ³

Maintain server uptime ⁴

Server restart or reboot ⁵

Server updates ⁶

Database maintenance ⁷

Server and application files backup ⁸

Version Control

Maintain Private Git Repository ¹⁰

Technical Support ⁹

Maximum Response Time - 24 Hour

Dedicated Account Manager on Platform & Chat

Bug Discovery
Up to 16 hours included per month for Bug Discovery¹¹. Additional Bug Discovery will be billed at an hourly rate.

Unlimited Updates
Unlimited updates made to application or project at the request of Customer where total hours required for functional or design updates total 16 Hours or less per month. Additional updates will be billed at an hourly rate.

PhilleepEdit Updates
Automatic updates made to PhilleepEdit (if application or site is built on PhilleepEdit) – ensures PhilleepEdit is compatible with future browsers and platforms.

Application or Site Updates
Automatic updates made to application or site – ensures project is compatible with future browsers and platforms.

* All Plans are subject to change at any time. You will be notified before any such changes. Plans paid for will remain the same until the next billing cycle.

¹ Powered by Google Cloud Platform - All hosting plans include Dedicated Virtual Servers.

² Scalable: Additional Costs may be involved if your application needs more resources than stated above.

³ Server logs shall be monitored at least once a month. Any abnormalities found shall be reported to Customer.

⁴ Server shall be monitored for uptime with reporting to Customer if uptime falls below 99%. Monitoring is dependent on tools available to Customer's server configuration.

⁵ Server may be rebooted at the request of the Customer or as needed to maintain optimal server uptime.

⁶ Server may be updated at the request of the Customer or as needed to maintain optimal server uptime or to improve application or site performance.

⁷ Server Database may be updated at the request of the Customer or as needed to maintain optimal server uptime or to improve application or site performance.

⁸ Server and application files may be backed up at the request of the Customer or as needed to maintain optimal server uptime and repairs.

⁹ Technical support shall be provided for application or site via the PhilleepEdit Console (if the Webmaster is Philleep Florence) otherwise, use bugs & Tickets.
Technical support includes responding to requests or help questions, but not implementation of requests.

¹⁰ Powered by BitBucket - Git is a version control system for tracking changes in computer files and coordinating work on those files among multiple people.
It is primarily used for source code management in software development, but it can be used to keep track of changes in any set of files..

¹¹ This is separate from a bug fix. During discovery, we try to understand the error or issue, usually when debugging Third Party or API integrations.

¹² Third Party or API codes change from time to time and may need to be updated and cannot be guaranteed as custom built code.

This Maintenance Agreement ("Agreement") is hereby entered into between you, your employees and agents (collectively "Customer") and applies to the purchase of all Monthly Website Maintenance Services (hereinafter collectively referred to as "Maintenance Services") ordered by Customer.

Term and Termination - This Agreement shall be effective as of the time frame Customer signs up for Maintenance Services. This Agreement may be terminated by either party upon written notice to the other, if the other party breaches any material obligation provided hereunder and the breaching party fails to cure such breach within thirty (30) days of receipt of the notice. This Agreement may be terminated by Philleep Florence (i) immediately if Customer fails to pay any fees hereunder; or (ii) if Customer fails to cooperate with Philleep Florence or hinders Philleep Florence's ability to perform the Maintenance Services hereunder.
Maintenance Services & Plans - Maintenance Services includes services offered under a plan selected by Customer. Any work that exceeds services included in plan will be billed on an increment of one hour at $70 - $110 per hour. Maintenance Services exclude, but are not limited to, image editing, graphic design, graphic editing, database design, database changes, programming, and search engine optimization.
Fees; Limitations on Refunds and Cancellation Fees - Customer agrees to pay Philleep Florence any and all fee(s) as billed in accordance with this Agreement. The fee(s) must be received prior to the start of any Maintenance Services. THE CUSTOMER FURTHER AGREES THAT, IN THE EVENT OF ANY TERMINATION OF THIS AGREEMENT BY CUSTOMER, NO REFUNDS SHALL BE GIVEN UNDER ANY CIRCUMSTANCES WHATSOEVER. THE CUSTOMER FURTHER AGREES TO PAY UPON CANCELLATION THE AMOUNT OF ANY CANCELLATION FEES OR OTHER AMOUNTS DUE TO PHILLEEP FLORENCE AS PROVIDED IN THE AGREEMENT. PHILLEEP FLORENCE IS HEREBY AUTHORIZED TO CHARGE CUSTOMER'S CREDIT CARD ACCOUNT OR OTHER PAYMENT MECHANISM FOR ANY AMOUNTS OWED FROM TIME TO TIME BY CUSTOMER TO PHILLEEP FLORENCE.
Payments - Fees for the initial or any subsequent term of this agreement will be due and payable net 7 days from date of invoice or on before maintenance term is to commence. All payments to Philleep Florence will be made in US dollars. Acceptable forms of payments include:
- Major Credit Cards -
- Paypal -
NOTE: All Maintenance plans must be on auto billing.
To update or add payment method, please visit: Billing & Payments
Philleep Florence Responsibilities - For the purposes of providing these services, Philleep Florence agrees:
- To respond to requests within a reasonable time frame, no more than 2 weeks after ticket is opened.
- To wait for Customer approval before implementing any billable requests.
- To remain within 1 Hour of estimated hours.
Customer Responsibilities - For the purposes of providing these services, Customer agrees:
- To provide Philleep Florence with access to its sites or applications for troubleshooting or making changes for the purpose of providing Maintenance Services.
- To properly convey to Philleep Florence the information that needs to be changed or added.
- To approve all open tickets to allow Philleep Florence to adequately resolve all tickets.
- To not make any changes to the core files of the application or site without explicit approval from Philleep Florence.
- To respond to Tickets in a Timely Manner. Tickets may be closed Ten (10) business Days after Philleep Florence has responded.
Customer Acknowledgements - Customer understands, acknowledges and agrees that:
- Philleep Florence has no control over the policies of search engines or directories with respect to the type of sites and/or content that they accept now or in the future. Customer's web site(s) may be excluded from any search engine or directory at any time at the sole discretion of the search engine or directory entity.
- Additional fees could be charged if the information provided requires more than reasonable time to comprehend.
- If changes are made by Philleep Florence according to Customer's information, and the changes are not correct, additional time to remedy the changes may be billed.
- Unused time is not accumulative. Unused time does not transfer from month to month. Maintenance Services time is strictly month to month.
- Philleep Florence is not responsible for rewriting sentences, restructuring paragraphs, or checking for typing errors, misspellings, etc.
- Philleep Florence is not responsible for changes made to Customer's application(s) or web site(s) by other parties.
- Philleep Florence is not responsible for third-party plugins that may become unusable as a result of Maintenance Services performed.
Additional Services - Additional services not listed herein will be provided for a fee of $70.00 per hour. Philleep Florence is not responsible for developing new content or writing new copy for Customer. Customer will be charged an additional fee for writing content, based on the hourly rate of $70.00 per hour.
Indemnification - Customer shall indemnify and hold harmless Philleep Florence (and its subsidiaries, affiliates, officers, agents, co-branders or other partners, and employees) from any and all claims, damages, liabilities, costs, and expenses (including, but not limited to, reasonable attorneys' fees and all related costs and expenses) incurred by Philleep Florence as a result of any claim, judgment, or adjudication against Philleep Florence related to or arising from (a) any photographs, illustrations, graphics, audio clips, video clips, text, data or any other information, content, display, or material (whether written, graphic, sound, or otherwise) provided by Customer to Philleep Florence (the "Customer Content"), or (b) a claim that Philleep Florence's use of the Customer Content infringes the intellectual property rights of a third party. To qualify for such defense and payment, Philleep Florence must: (i) give Customer prompt written notice of a claim; and (ii) allow Customer to control, and fully cooperate with Customer in, the defense and all related negotiations.
Disclaimer of All Other Warranties - PHILLEEP FLORENCE DOES NOT WARRANT THAT THE MAINTENANCE SERVICES WILL MEET THE CUSTOMER'S EXPECTATIONS OR REQUIREMENTS. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE IS WITH CUSTOMER. EXCEPT AS OTHERWISE SPECIFIED IN THIS AGREEMENT, PHILLEEP FLORENCE PROVIDES ITS SERVICES "AS IS" AND WITHOUT WARRANTY OF ANY KIND. THE PARTIES AGREE THAT (A) THE LIMITED WARRANTIES SET FORTH IN THIS SECTION ARE THE SOLE AND EXCLUSIVE WARRANTIES PROVIDED BY EACH PARTY, AND (B) EACH PARTY DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, RELATING TO THIS AGREEMENT, PERFORMANCE OR INABILITY TO PERFORM UNDER THIS AGREEMENT, THE CONTENT, AND EACH PARTY'S COMPUTING AND DISTRIBUTION SYSTEM. IF ANY PROVISION OF THIS AGREEMENT SHALL BE UNLAWFUL, VOID, OR FOR ANY REASON UNENFORCEABLE, THEN THAT PROVISION SHALL BE DEEMED SEVERABLE FROM THIS AGREEMENT AND SHALL NOT AFFECT THE VALIDITY AND ENFORCEABILITY OF ANY REMAINING PROVISIONS.
Limited Liability - IN NO EVENT SHALL PHILLEEP FLORENCE BE LIABLE TO CUSTOMER FOR ANY INDIRECT, SPECIAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE, LOST PROFITS, WHETHER OR NOT FORESEEABLE OR ALLEGED TO BE BASED ON BREACH OF WARRANTY, CONTRACT, NEGLIGENCE OR STRICT LIABILITY, ARISING UNDER THIS AGREEMENT, LOSS OF DATA, OR ANY PERFORMANCE UNDER THIS AGREEMENT, EVEN IF SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND NOTWITHSTANDING THE FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY PROVIDED HEREIN. THERE SHALL BE NO REFUNDS. PHILLEEP FLORENCE MAKES NO WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED, WITH REGARD TO ANY THIRD PARTY PRODUCTS, THIRD PARTY CONTENT OR ANY SOFTWARE, EQUIPMENT, OR HARDWARE OBTAINED FROM THIRD PARTIES.
Customer Representations - Customer makes the following representations and warranties for the benefit of Philleep Florence:
- Customer represents to Philleep Florence and unconditionally guarantees that any elements of text, graphics, photos, designs, trademarks, or other artwork furnished to Philleep Florence are owned by Customer, or that Customer has permission from the rightful owner to use each of these elements, and will hold harmless, protect, and defend Philleep Florence and its subcontractors from any claim or suit arising from the use of such elements furnished by Customer.
- Customer guarantees any elements of text, graphics, photos, designs, trademarks, or other artwork provided to Philleep Florence for inclusion on the website above are owned by Customer, or that Customer has received permission from the rightful owner(s) to use each of the elements, and will hold harmless, protect, and permission from the rightful owner(s) to use each of the elements, and will hold harmless, protect, and defend Philleep Florence and its subcontractors from any liability or suit arising from the use of such elements.
- From time to time governments enact laws and levy taxes and tariffs affecting Internet electronic commerce. Customer agrees that the client is solely responsible for complying with such laws, taxes, and tariffs, and will hold harmless, protect, and defend Philleep Florence and its subcontractors from any claim, suit, penalty, tax, or tariff arising from Customer's exercise of Internet electronic commerce.
Confidentiality - The parties agree to hold each other's Proprietary or Confidential Information in strict confidence. "Proprietary or Confidential Information" shall include, but is not limited to, written or oral contracts, trade secrets, know-how, business methods, business policies, memoranda, reports, records, computer retained information, notes, or financial information. Proprietary or Confidential Information shall not include any information which: (i) is or becomes generally known to the public by any means other than a breach of the obligations of the receiving party; (ii) was previously known to the receiving party or rightly received by the receiving party from a third party; (iii) is independently developed by the receiving party; or (iv) is subject to disclosure under court order or other lawful process. The parties agree not to make each other's Proprietary or Confidential Information available in any form to any third party or to use each other's Proprietary or Confidential Information for any purpose other than as specified in this Agreement. Each party's proprietary or confidential information shall remain the sole and exclusive property of that party. The parties agree that in the event of use or disclosure by the other party other than as specifically provided for in this Agreement, the non-disclosing party may be entitled to equitable relief. Notwithstanding termination or expiration of this Agreement, Philleep Florence and Customer acknowledge and agree that their obligations of confidentiality with respect to Proprietary or Confidential Information shall continue in effect for a total period of three (3) years from the effective date.
Force Majeure - Neither party will be liable for, or will be considered to be in breach of or default under this Agreement on account of, any delay or failure to perform as required by this Agreement as a result of any causes or conditions that are beyond such Party's reasonable control and that such Party is unable to overcome through the exercise of commercially reasonable diligence. If any force majeure event occurs, the affected Party will give prompt written notice to the other Party and will use commercially reasonable efforts to minimize the impact of the event.
Relationship of Parties - Philleep Florence, in rendering performance under this Agreement, shall be deemed an independent contractor and nothing contained herein shall constitute this arrangement to be employment, a joint venture, or a partnership. Customer does not undertake by this Agreement, or otherwise, to perform any obligation of Philleep Florence, whether by regulation or contract. In no way is Philleep Florence to be construed as the agent or to be acting as the agent of Customer in any respect, any other provisions of this Agreement notwithstanding.
Notice and Payment - Any notice required to be given under this Agreement shall be in writing and delivered personally to the other designated party, mailed by certified, registered or Express mail, return receipt requested or by Federal Express. Either party may change its address to which notice or payment is to be sent by written notice to the other under any provision of this paragraph.
Jurisdiction/Disputes - This Agreement shall be governed in accordance with the laws of the State of New York. All disputes under this Agreement shall be resolved by litigation in the courts of the State of New York including the federal courts therein and the Parties all consent to the jurisdiction of such courts, agree to accept service of process by mail, and hereby waive any jurisdictional or venue defenses otherwise available to it.
Agreement Binding on Successors - The provisions of the Agreement shall be binding upon and shall inure to the benefit of the Parties hereto, their heirs, administrators, successors and assigns.
Assignability - Customer may not assign this Agreement or the rights and obligations thereunder to any third party without the prior express written approval of Philleep Florence. Philleep Florence reserves the right to assign subcontractors as needed to this project to ensure on-time completion.
Waiver - No waiver by either party of any default shall be deemed as a waiver of prior or subsequent default of the same of other provisions of this Agreement.
Severability - If any term, clause or provision hereof is held invalid or unenforceable by a court of competent jurisdiction, such invalidity shall not affect the validity or operation of any other term, clause or provision and such invalid term, clause or provision shall be deemed to be severed from the Agreement.
No Inference Against Author - No provision of this Agreement shall be interpreted against any Party because such Party or its legal representative drafted such provision.
Disputes - Customer and Philleep Florence agree to make a good-faith effort to resolve any disagreement arising out of, or in connection with, this Agreement through negotiation. Should the parties fail to resolve any such disagreement within ten (10) days, any controversy or claim arising out of or relating to this Agreement, including, without limitation, the interpretation or breach thereof, shall be submitted by either party to arbitration in Kings County, New York and in accordance with the Commercial Arbitration Rules of the American Arbitration Association. The arbitration shall be conducted by one arbitrator, who shall be (a) selected in the sole discretion of the American Arbitration Association administrator and (b) a licensed attorney with at least ten (10) years experience in the practice of law and at least five (5) years experience in the negotiation of technology contracts or litigation of technology disputes. The arbitrator shall have the power to enter any award that could be entered by a judge of the state courts of New York sitting without a jury, and only such power, except that the arbitrator shall not have the power to award punitive damages, treble damages, or any other damages which are not compensatory, even if permitted under the laws of the State of New York or any other applicable law. The arbitrator must issue his or her resolution of any dispute within thirty (30) days of the date the dispute is submitted for arbitration. The written decision of the arbitrator shall be final and binding and enforceable in any court having jurisdiction over the parties and the subject matter of the arbitration. Notwithstanding the foregoing, this Section shall not preclude either party from seeking temporary, provisional, or injunctive relief from any court.
Read and Understood - Each Party acknowledges that it has read and understands this Agreement and agrees to be bound by its terms and conditions.

Last Updated: Monday, June 02, 2016

Logging In.
1. Go to https://www.philleepflorence.com/maintenance/-/ticket/.
2. Enter your full name, email address and the project code [Name of Project].
3. Mouseover each circle for more information.
  a b c
Creating a ticket.
1. Go to https://www.philleepflorence.com/maintenance/-/ticket/add/.
2. Fill out all applicable fields and be sure to agree to the Maintenance Agreement.
3. You will be able to come back and edit the ticket after you submit the ticket.
4. Be sure to save the link generated after you submit the ticket.
5. You should receive an email confirming the ticket submission.
6. Mouseover each circle for more information.
  a b c d e f
Adding comments to saved ticket.
1. You will be able to comment on a new or submitted tickets at anytime.
2. Navigate to the saved ticket URL.
3. Add your comments in the comments text field.
4. Submit the ticket to save comments.
5. Be sure to read the updated description, hours and comments before approving ticket.
6. You should receive an email confirming the ticket update.
Closing a ticket.
1. Once you are satisfied the ticket request has been rectified, you may change the status from to "Closed".
2. Navigate to the saved ticket URL.
3. Click "Closed" under status.
4. Once a ticket has been closed, you will no longer be able to update or comment on the ticket.
5. You should receive an email confirming the ticket has been closed.
Stages of a ticket.
1. Open - This is the first and default stage of a newly opened ticket.
2. Assigned - A Developer from Philleep Florence has been assigned to tackle the ticket. The Due Date will be updated at this time.
3. In Progress - A Developer from Philleep Florence has taken a look at the ticket and would change the status to any of the stages below.
4. Won't Fix - The maintenance plan does not cover ticket or we are unable to fix ticket. A reason would be given for "Won't Fix"
5. Awaiting Information - Additional information is needed to properly investigate the ticket. The time it takes to get a response from you can affect the due date.
6. Awaiting Approval - The specified estimated hours are above the hours in the maintenance agreement, or we need for you to approve the Non-Billable Hours to be deducted from your allowance.
7. Approved - Once you are satisfied with the estimated hours, approving the ticket would allow us to fix the issue.
8. To Be Tested - We have attempted to fix the issue or answered your question and await you to test it, update the status, or respond.
9. Deploy - Once you have acknowledged and are satisfied with the updates or fixes, we will deploy the updates to your application server, where applicable.
10. Closed - If you deem no further action necessary, you can close the ticket.
11. Reopen - If the same issue reappears within a short time, you can always reopen a ticket.
How do I view all my tickets?
1. You may view all your tickets by navigating to https://www.philleepflorence.com/maintenance/-/tickets/view/.
2. Mouseover each circle for more information.
  a b

What is the difference between Billable and Non-Billable Hours?
Non-Billable hours are usually included in a maintenance plan, you may still have to approve hours as they are deducted from your Maintenance allowance.
Once your allowance is used up, the hours will become billable.
Why am I being charged for work even though I have a maintenance plan?
When development or debugging involves 3rd Party Libraries or Plugins, there is usually a charge as we do not have warranty on 3rd Party Libraries or Plugins.
We can only guarantee codes that we write and test at this time.