1. About these Service Plan Terms
These Service Plan Terms (“Plan Terms”) explain how VirtuAmerica’s managed website plans and related support work. They are incorporated into and form part of our Terms of Service for customers on a managed website plan. They describe how setup, monthly care, the change queue, call credits, recurring add-on units, prepaid AI Packs, priority requests, the preferred customer rate, and standalone consulting fit together.
If there is a conflict, the following order controls for the specific conflict: a signed written agreement, an accepted statement of work or order, the Terms of Service, these Plan Terms, and then other public website descriptions, including the pricing page. Current plan names, tier inclusions, setup starting prices, and monthly prices are shown on our pricing page and may change as described in the Terms of Service.
2. Plans and what monthly care covers
Managed website plans are offered in five tiers — Essential, Starter, Plus, Growth, and Scale. Each plan is a managed website care subscription. Monthly care covers ongoing stewardship of your website, including hosting coordination, monitoring, routine maintenance, security upkeep, a support channel for requests, and the plan’s monthly change-queue capacity.
Launch setup, larger project work, recurring add-on units, prepaid AI Packs, priority requests, and standalone non-vaMicrosites consulting are separate from monthly care and are billed separately. Monthly care is not unlimited implementation, unlimited design, or unlimited support. VirtuAmerica completes plan work and reviews it for quality, delivered through a structured change queue described below.
3. Launch and setup
Setup fees are starting prices based on preferred-rate setup hours and are shown using “from” language on the pricing page. Final setup scope depends on page count, content readiness, languages, integrations, private access, document search, revision cycles, and timeline. Setup is billed separately from monthly care and is not unlimited implementation.
Larger, unclear, risky, specialized, or time-sensitive work may require a written scope before it begins. Setup work and the timeline are estimates, not guarantees, unless a specific commitment is agreed in writing.
4. Monthly change queue
Active customers may submit eligible website change requests through the customer portal whenever they come up. Requests enter the plan’s monthly change queue and are completed in priority order using the plan’s included monthly queue capacity. Queue capacity is fixed per billing month and resets monthly. Unfinished requests remain in the queue and carry forward, but unused queue minutes do not accumulate or roll over to the next month.
Included monthly queue capacity by plan is: Essential 30 minutes, Starter 60 minutes, Plus 75 minutes, Growth 90 minutes, and Scale 120 minutes. Queue capacity is for eligible, minor website-support requests and is not unlimited support.
Queue work generally includes eligible tasks such as small text edits, image swaps, link updates, minor website adjustments, simple content changes, and small support tasks. Queue work does not automatically include new full pages, major redesigns, integrations, migrations, private-access architecture, document-search setup, custom workflows, large content writing, or non-vaMicrosites consulting. Work beyond the included capacity, or work outside the queue’s scope, may require priority handling or a written scope.
5. Monthly call credits
Monthly call credits are available by request on the Starter, Plus, Growth, and Scale plans. Included call time by plan is: Essential none, Starter 15 minutes, Plus 20 minutes, Growth 30 minutes, and Scale 45 minutes. Calls are for planning, review, prioritization, and advisory guidance.
Calls are not automatically scheduled; the customer requests and schedules the call. Call credits are advisory time and are not implementation time. One unused call credit may roll over to the next month, but only one credit may roll over, and call credits do not accumulate beyond a single rollover.
6. Preferred customer rate
Active vaMicrosites customers receive a 25% preferred-rate discount on eligible website-support hours: $120/hr instead of the standard $160/hr. The preferred customer rate applies only to eligible website and vaMicrosites support work.
The preferred rate does not automatically apply to all VirtuAmerica work. It does not apply to standalone non-vaMicrosites consulting, AI, software, or cloud consulting, partner work, emergency work, written-scope projects, or other work outside managed website and vaMicrosites plan support.
7. Priority request options
Eligible website-support requests are normally handled through the monthly change queue. If you want faster handling, you may request a paid priority window. Priority requests are optional, are billed separately, and use “requested within” timing language rather than a delivery promise.
Priority windows and rates are: Monthly Queue (normal monthly queue cycle; included in plan queue capacity); Flexible Priority (requested within about 5 business days; $120/hr; $60 minimum); Soon Priority (requested within 2-3 business days; $160/hr; $80 minimum); Urgent Priority (requested within 1 business day; $240/hr; $120 minimum); Critical Attempt (requested same day or within the next few hours; $320/hr and up; $200 minimum; best-effort only); and Written Scope (custom timing and rate) for larger, risky, unclear, specialized, or time-sensitive work.
Priority requests are subject to resource availability and do not guarantee immediate, same-day, next-day, or emergency service unless explicitly agreed in writing. If VirtuAmerica cannot safely meet the requested window, we may offer a slower or lower-cost option, recommend a written scope, or return the request to the monthly queue. Unless agreed otherwise in writing, paid priority work is handled separately from the plan’s monthly queue capacity.
8. New customer waived consulting hour
Every new customer starts with one waived consulting hour for fit assessment, launch planning, or migration prep. This waived hour is advisory time. Implementation work begins only after scope approval, and the waived hour is not free implementation, free emergency work, or free project work.
9. Standalone non-vaMicrosites consulting
Standalone VirtuAmerica consulting that is outside managed website and vaMicrosites plan support is provided separately at $160/hr under a written scope. This includes AI and software implementation, SaaS and cloud consulting, data-only migration consulting, social media technology workflows, and other business-technology support we can scope and review.
Because this work is outside plan support, the 25% preferred customer rate does not apply to it. The preferred customer rate remains limited to eligible website and vaMicrosites support hours as described above.
10. Add-on units and AI Packs
Recurring add-on units are approved billing increments for extra features, plugins, integrations, infrastructure capacity, or managed website capabilities. Add-on units are not labor hours, queue minutes, call credits, or preferred support hours unless a written scope says otherwise.
AI Packs cost $25 for 25 prepaid credits for approved AI features and AI-assisted processing. Credit use for each AI feature is disclosed next to that feature, and paid AI features show a visible credit counter and account balance while in use. AI credits are an account-level usage balance, not labor hours. When an account’s AI balance is exhausted, AI features stop immediately until more AI Packs are purchased. AI Pack credits expire 12 months after purchase without refund.
11. Billing, prepay, and eligibility
Yearly subscriptions are discounted by 2 months: pay for 10 months and receive 12 months of monthly care, unless a written scope says otherwise. Setup fees, recurring add-on units, AI Packs, priority requests, and consulting are billed separately. Queue capacity resets monthly and does not roll over. One unused call credit may roll over one month, but call credits do not accumulate beyond one rollover. Included calls are for planning and advisory guidance, not unlimited implementation. AI Packs cost $25 for 25 prepaid credits and expire 12 months after purchase without refund. Prices are in U.S. dollars and exclusive of applicable taxes.
Preferred-rate eligibility, queue capacity, and call credits depend on an active managed website plan in good standing. If a plan is suspended, cancelled, or unpaid, preferred-rate eligibility, queue capacity, and call credits may pause or end as described in the Terms of Service.
12. Changes and contact
We may update these Plan Terms to reflect changes in our plans, support model, providers, law, or business practices. The updated version will be posted on this page with a new effective date, and material changes to active paid plans will be communicated through reasonable channels when required.
Questions about these Plan Terms can be sent to legal@virtuamerica.com, raised by phone at (801) 901-7778, or mailed to VirtuAmerica LLC, 7533 S Center View Ct #8067, West Jordan, UT 84084, USA.