01 How your plan works
These schedules supplement Duo's business terms. Your accepted Order must identify the selected plan, the covered systems and the agreed commercial details. A plan name does not mean unlimited support or automatically cover every service, device or website you own.
The four plan names are Free, Pay As You Go, Premium and Pro. Current prices, included allowances and service hours are agreed in your Order. Historical promotional prices and examples are not incorporated into this schedule.
No uptime or guaranteed response or resolution commitment is created by this schedule. Any such commitment requires a separately agreed SLA. Support work starts through the contact channel and hours recorded in your Order.
02 Free support
The Free plan provides only the assistance expressly listed in the Order. It does not include a recurring allowance of development, content changes, proactive maintenance, device support, Microsoft 365 administration or backups unless the Order explicitly includes those items.
We can assess a request and explain whether it is included, requires a paid support plan or needs a separately approved quotation. Contractual defect corrections and other obligations already owed by Duo remain unaffected.
03 Pay As You Go support
Work is charged at the rate or fixed price agreed before it begins. The quotation must state any minimum charge or billing increment. No hourly rate or bundled time is implied by the plan name.
We will agree the request, likely scope and any estimate or spending limit. If further work is needed beyond the agreed scope or limit, we will obtain approval before incurring additional charges. Scheduling is agreed for each request and is subject to availability.
05 Pro support
Pro provides the website maintenance coverage recorded in the Order and any additional agreed support benefits. The Order must specifically list included website changes, support allowances, Microsoft 365 accounts, devices and additional services.
Hosting and domain renewals are included only where the Order expressly identifies the sites, domain names, resources and renewal charges covered. A bundled renewal benefit does not extend to all domains or hosting, premium-domain charges, additional capacity or unrelated subscriptions.
The Order must state the treatment and price of bundled hosting or domains when Pro ends. Existing annual domain or hosting commitments and the eight-week cancellation requirement continue as stated in the business terms.
06 Backup schedule
Where backup is included in your Order, backups are taken daily and retained for a rolling 30 days using UK data locations. The Order must list the systems and data included. A backup schedule does not mean that every connected system, mailbox, user device or external integration is backed up.
Daily backup does not guarantee that no data will be lost. Data created after the latest successful backup may not be recoverable, and data older than the retained history may be unavailable. The Order must allocate backup checks, failure handling, restoration testing and restore responsibilities.
Restoration work is included only to the extent stated in the Order, except where Duo already owes a remedy under the contract. Additional restoration work requires an agreed charge. No guaranteed recovery time or recovery point is offered without a separate agreement.
07 Reporting problems and ageing code
Unless the Order expressly includes proactive monitoring, we do not routinely test website or application functionality for faults. You must regularly check business-critical functions and promptly report issues through the agreed support channel, including affected pages, symptoms, timing and steps to reproduce them.
Included infrastructure or backup monitoring does not automatically include testing forms, checkouts, integrations or customer journeys. Support response targets, if agreed, follow the support hours and reporting rules in the Order.
Browsers, PHP, plugins, frameworks and external services change over time. Previously working functions may become incompatible or unsupported. Repairs are included only where covered by the Order or another existing contractual obligation. We will explain and quote additional work before proceeding.
08 Allowances and exclusions
Unused support allowances expire at the end of each billing period unless the Order expressly allows rollover. The Order must state how included time or requests are measured and any approval threshold for exceeding them.
Unless expressly included, support excludes new features, redesigns, major migrations, major version upgrades, replacement of unsupported software, third-party subscriptions, hardware purchases, training and work on unlisted systems. Exclusions do not remove Duo's responsibility for work it has already promised to perform or for its own breach.
You must provide the access and authorised decisions needed for the work. Do not send passwords or payment card details in ordinary support messages. Duo will provide an appropriate access method where needed.
09 Fees, term and cancellation
Prices and billing frequency are recorded in the Order and exclude VAT unless stated otherwise. VAT is charged where legally required. Invoices are payable within 30 calendar days unless the Order states otherwise.
Recurring support requires eight weeks' written cancellation notice and remains subject to any agreed minimum commitment. Domain and hosting commitments are at least 12 months and renew as set out in the terms. Monthly billing does not shorten an annual commitment.
Send contract and cancellation notices to accounts@duodt.co.uk. When a plan ends, the Order must identify the continuing services, their standalone prices and any transition arrangements. Ending support does not automatically cancel separately contracted hosting, domains or subscriptions.
10 Order schedule: agree before activation
Identify the client, Order reference, plan name, service start date, minimum term, renewal basis, recurring price, VAT treatment and billing frequency.
List every covered website, application, domain, server, mailbox, user or device. Record resource limits, supported versions and any onboarding or pre-existing issues outside the agreed scope.
Specify support hours and time zone, business-day and holiday treatment, contact channels, authorised requesters, included time or request allowance, how usage is measured and the approved rates for extra work.
Record included maintenance tasks, website changes, monitoring and security responsibilities. If backup is included, specify the data covered, daily frequency, UK locations, 30-day retention and the agreed check and restore arrangements.
Record included hosting and domain benefits and what happens to their charges when the plan ends. Both parties must agree these details in writing. Until then, this framework does not establish a current price, unlimited allowance or guaranteed response time.