1. About these Service Plan Terms
These Service Plan Terms (“Plan Terms”) explain how VirtuAmerica’s managed website plans and related support work. They form part of our Terms of Service for customers on a managed website plan. They cover website setup, monthly maintenance, time for updates and calls, ongoing extras, requests for faster service, the lower rate for qualifying website support, and separate consulting. The sections below explain these charges and allowances.
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
We offer five managed website plans: Essential, Starter, Plus, Growth, and Scale. Each is a subscription for ongoing website maintenance, called monthly care. Our team makes website changes; the service does not include a customer-operated AI website editor. Monthly care includes coordinating hosting to keep the site online, watching for problems, routine maintenance, security work, a way to contact support, and the plan’s included monthly time for updates.
Website setup, larger projects, recurring add-on units, priority requests, and consulting outside VirtuAmerica Websites are charged separately from monthly care. Monthly care does not include unlimited work to build or change the site, unlimited design, or unlimited support. We handle plan work through the waiting list described below and review its quality.
3. Preparing your website for publication
Setup prices start with the listed hours at the preferred customer rate and use the word “from” on the pricing page. The final work depends on the number of pages, content you have ready, languages, connections to other software, private access, document search, rounds of changes, and schedule. Setup is billed separately from monthly care and does not include unlimited work.
Larger jobs, unclear requirements, significant risks, special expertise, or tight deadlines may require a written description of the work before we start. The setup work and schedule are estimates unless we agree to a specific commitment in writing.
4. Monthly website updates (change queue)
Customers with an active plan can send website change requests through the customer portal at any time. Requests covered by the plan join a waiting list, called the monthly change queue. We work through them by priority using the plan’s included update time, also called queue capacity. That time is fixed for each billing month and resets monthly. Unfinished requests stay on the list, but unused minutes do not accumulate or carry over to the next month.
The monthly update time included in each plan is: Essential 30 minutes, Starter 60 minutes, Plus 75 minutes, Growth 90 minutes, and Scale 120 minutes. This time covers small website-support requests that qualify under the plan; it is not unlimited support.
The waiting list generally covers qualifying small jobs such as text edits, photo replacements, link updates, minor website adjustments, simple content changes, and small support tasks. It does not automatically cover full new pages, major redesigns, connections to other software, moving sites or information, designing private access, setting up document search, custom business processes, extensive writing, or consulting outside VirtuAmerica Websites. Work beyond the included time or outside these limits may require paid priority service or a separate written description of the work.
5. Planning calls (call credits)
Starter, Plus, Growth, and Scale include monthly time for a planning or advice call, called a call credit. Calls are available by request. Included time by plan is: Essential none, Starter 15 minutes, Plus 20 minutes, Growth 30 minutes, and Scale 45 minutes. Calls can cover planning, reviews, priorities, and advice.
You must request and schedule the call; we do not schedule it automatically. Call time is for advice, not time spent building or changing the site. One unused call credit may carry over to the next month, but only one credit may carry over, and credits cannot accumulate beyond a single rollover.
6. Preferred customer rate
Active VirtuAmerica Websites 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 VirtuAmerica Websites support work.
The preferred rate does not automatically apply to all VirtuAmerica work. It does not apply to standalone consulting outside VirtuAmerica Websites, AI, software, or cloud consulting, partner work, emergency work, written-scope projects, or other work outside managed website and VirtuAmerica Websites plan support.
7. Priority request options
Website-support requests covered by the plan normally go through the monthly waiting list. You can ask for faster handling through a paid priority request. This is optional and charged separately. A requested time is not a promised delivery date.
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 depend on our team’s availability. They do not guarantee immediate, same-day, next-day, or emergency service unless explicitly agreed in writing. If VirtuAmerica cannot safely meet the requested time, we may offer a slower or less expensive option, recommend agreeing on the work separately in writing, or return the request to the monthly waiting list. Unless agreed otherwise in writing, paid priority work is separate from your plan’s included update time.
8. First planning hour at no cost
Every new customer starts with one consulting hour at no cost to decide whether we can help, plan a website launch, or prepare a move to our service. This hour is for advice. We begin the work only after you approve what we will do; the hour does not include free work to build or change a site, emergency work, or project work.
9. Standalone consulting outside VirtuAmerica Websites
Technology consulting outside managed website and VirtuAmerica Websites plan support is charged separately at $160/hr, with the work defined in writing. This can include setting up AI or software, advice on subscription software and online services, help moving data only, setting up technology for social media tasks, and other business-technology work we can define 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 VirtuAmerica Websites support hours as described above.
10. Ongoing extras (add-on units)
Some approved extras have ongoing charges, called recurring add-on units. They can pay for additional features, software extensions, connections to other services, hosting resources, or other managed website functions. These charges do not buy labor hours, update time, planning calls, or support hours at the preferred rate unless the written description of the work says otherwise.
11. Billing, prepay, and eligibility
Pay yearly and save 2 months: pay for 10 months and receive 12 months of monthly care, unless the written description of your work says otherwise. Setup, recurring add-on units, priority requests, and consulting are billed separately. Update time resets each month; unused minutes do not carry over. One unused call credit may carry over one month, but call credits cannot accumulate beyond one rollover. Included calls are for planning and advice, not unlimited work to build or change the site. Prices are in U.S. dollars; applicable taxes are extra.
The preferred support rate, included update time, and call credits require an active website plan in good standing. If your plan is suspended, cancelled, or unpaid, these benefits 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.