Service Agreement
Effective Date: August 15, 2026
This Service Agreement ("Agreement") describes the standard scope of services, delivery expectations, and mutual obligations that apply when a client ("Client," "you," or "your") purchases a managed website plan or related services from Core Directive LLC, a Florida limited liability company ("Core Directive," "we," "us," or "our").
This Agreement is incorporated into and subject to Core Directive's Terms of Service, which govern the overall relationship between Core Directive and Client, including payment, cancellation, intellectual property, liability, and dispute resolution. In the event of a conflict, the Terms of Service control.
01. What Is Included in Your Plan
Core Directive offers managed website plans that bundle design, hosting, maintenance, and ongoing support into a single monthly subscription. Depending on the plan selected, your subscription may include:
- Initial website design and development: building your website from scratch to an agreed-upon design
- Website hosting: keeping your website online and accessible on reliable infrastructure
- Routine maintenance: software updates, security patches, and performance checks
- A monthly allowance of website change requests (the number of included credits varies by plan)
- Access to the Core Directive client dashboard to submit and track requests
- Access to member guides covering common website and marketing topics
- Support ticket submission for questions and issue reports
The specific features and allowances included in your plan are listed on the Plans page and in any applicable Order Form or onboarding communication.
02. What Is Not Included
Unless explicitly stated in your plan or a separate written agreement, the following are not included:
- Domain name registration or transfer fees (domains are purchased and owned by you separately)
- Third-party software licenses, subscription fees, or platform costs beyond what Core Directive designates as included
- Paid advertising, media buying, or ad spend (e.g., Google Ads, Meta Ads)
- Photography, videography, or custom illustration (stock imagery may be included)
- Printed materials, merchandise, or physical goods
- Legal, accounting, tax, or compliance advice
- Data recovery caused by Client error or third-party action outside Core Directive's systems
- Requests that exceed your monthly change allowance (additional credits may be purchased)
03. Initial Build Timeline
The initial website build begins after onboarding is complete and Core Directive has received all required content from Client, including text, images, branding assets, and any other materials needed to build the agreed scope.
Estimated timelines for the initial build are provided in good faith but are not guarantees. Delays caused by Client's failure to provide required content, provide feedback, or approve deliverables within reasonable timeframes may extend the timeline without any obligation on Core Directive's part.
Core Directive will communicate proactively if the project is expected to run significantly behind the initial estimate.
04. Change Requests and Credits
After your website launches, ongoing change requests are managed through the Core Directive client dashboard. Each plan includes a monthly credit allowance for change requests. Credit usage is described in detail on the Credits page.
Changes that fall outside the standard credit system, such as major redesigns, new feature development, or significant structural changes, will be scoped and quoted separately before work begins.
Unused credits do not roll over month to month unless the plan explicitly states otherwise.
05. Support Response Times
Core Directive is a small, owner-operated business. We are committed to responsive, personal support. Standard response expectations are:
- Support tickets and messages: typically acknowledged within one business day
- Routine change requests: completed within the timeframe communicated at the time of acceptance, generally within 3–5 business days depending on complexity and current volume
- Urgent or High Priority requests: given expedited attention where available; High Priority designation requires sufficient credits or plan eligibility
- Emergency issues (site down, critical errors): addressed as promptly as possible, generally within one business day
Response times are estimates, not guaranteed SLAs. Core Directive will communicate proactively if a request will take longer than expected.
Support is provided Monday through Friday, excluding major U.S. federal holidays. Core Directive may be unavailable during occasional travel, illness, or planned time off, which will be communicated in advance when possible.
06. Hosting and Uptime
Core Directive hosts websites on reputable cloud infrastructure. We target high availability but do not guarantee any specific uptime percentage. Scheduled maintenance, infrastructure provider outages, or circumstances outside Core Directive's control may cause downtime.
Core Directive will make reasonable efforts to:
- Monitor hosted websites for availability issues
- Perform maintenance during low-traffic hours when possible
- Restore service as quickly as practicable following an outage
- Notify Client of planned maintenance that may affect availability
Core Directive is not responsible for outages caused by domain registrars, DNS providers, third-party integrations, internet infrastructure, or events outside its reasonable control.
07. Client Responsibilities
To allow Core Directive to perform the Services effectively, Client agrees to:
- Provide accurate and complete content, branding assets, and information requested during onboarding and throughout the engagement
- Review and provide feedback on designs, drafts, and deliverables within a reasonable time (typically 5–7 business days, unless otherwise agreed)
- Maintain accurate billing and payment information through the client dashboard
- Notify Core Directive promptly of any errors, issues, or problems with the website or Services
- Refrain from making unauthorized modifications to the website or hosting environment that could disrupt Core Directive's ability to manage and maintain the site
- Protect account credentials and notify Core Directive immediately of any suspected unauthorized access
- Ensure that all content provided to Core Directive for use on the website does not infringe any third-party rights
08. Communication
Primary communication occurs through the Core Directive client dashboard, email, or other channels agreed upon in writing. Core Directive may send service announcements, billing notices, and project updates electronically. It is Client's responsibility to maintain a current and monitored email address on file.
09. Billing and Subscription
Managed website plans are billed on a recurring monthly basis. Billing details, cancellation rights, and refund policies are governed by the Terms of Service. Key billing points:
- Subscriptions renew automatically each billing cycle unless cancelled in advance
- Cancellation takes effect at the end of the current billing period; no partial-month refunds are issued unless required by law
- Core Directive reserves the right to adjust plan pricing with reasonable advance notice
- Non-payment may result in suspension or termination of Services
10. Modifications to Services
Core Directive may modify, add, or remove plan features over time. We will provide reasonable advance notice of material changes that reduce included features or benefits. Continued use of the Services after the effective date of any change constitutes acceptance of the modified terms.
11. Governing Terms
This Service Agreement supplements and is governed by the Core Directive Terms of Service, which contain the full agreement between Client and Core Directive, including provisions on intellectual property, limitation of liability, dispute resolution, and governing law. Clients are encouraged to read both documents in full.
12. Contact
Questions about this Agreement or the Services may be directed to:
Core Directive LLC
elijah@coredirective.net