What maintenance includes
Only the operations and frequencies defined in the quote and its "Scope" annex.
- Technical updatesThe site and its components are kept up to date, per the quote.
- BackupsCopies of the site and its data, at the frequency in the quote.
- MonitoringThe site is monitored to spot an outage.
- Fixing malfunctionsA bug is handled within the response times of the contract.
- Small changes every month2, 6 or 12 per pack. Carry-over limited to 25% of monthly volume.
- Review meetingQuarterly with Confort, monthly with Croissance.
- Monthly reportA monthly report of the actions carried out on your site.
- New featuresBooking, payment, member area, multilingual, search…: defined and priced separately.
- A new design, a redesign or a new type of blockA design change or a new type of block is a separate project, quoted separately.
- Copywriting, translation, photos and videosPhotos and videos: supplied by you. Copywriting and translation: quoted separately.
- SEO and campaignsThey fall under GROW.
- Integrations and automationsSeparate EVOLVE projects.
- Bulk additionsMore than 10 items at once: it becomes a project, quoted separately.
- Problems caused by work done by the client or a third party€125 entry audit, then a quote.
- Problems already present when we take over the siteSeparate quote if prior fixes are needed.
How a change is counted
Text, heading, price, opening hours or contact details; up to 3 supplied photos; an item added to, changed in or removed from an existing list; a link or a button; a supplied, ready-written news post; an announcement banner.
New section using existing blocks; new simple page on an existing template; simple field or form; menu reorganisation; simple ready-to-use third-party tool; legal pages update.
One request = one topic. We announce the count (1, 3 or quote) before doing the work; you accept, postpone or ask for a quote.
How maintenance starts
- 01Entry auditHosting, code, dependencies, security, backups, existing bugs
- 02Initial state documentedThe state of the site is recorded before starting, so we know where we begin.
- 03Prior fixesIf needed, fixes are quoted separately before the maintenance starts.
- 04Maintenance beginsThe operations and frequencies set out in the quote begin.
- 05Recurring operationsUpdates, backups, monitoring and the small changes included in your pack.
- 06ReportA monthly report sums up the actions carried out on your site over the month.
- Access kept up to date
- Written reports of problems
- No changes to the code without consultation
The entry audit costs €125 for a site not built by Kayo, or a Kayo site changed by you or a third party since delivery. Unchanged Kayo site: no takeover fee.
Response times written into the contract
The same in all three packs. They run from your written report to hello@kayo.agency (or the channel stated in the quote).
Response times, not resolution times, in business hours: Monday to Friday, 9 am to 6 pm Brussels time, excluding Belgian public holidays.
- Bugs and incidents
- Security
- Technical updates
- Backups
- Monitoring
Budget
- Essentiel · €99/month2 small changes per month.
- Confort · €199/month6 small changes per month, quarterly review.
- Croissance · €379/month12 small changes per month, monthly review.
- Outside the pack · €37.50Per small change, announced in advance; or carried over to the next month.
- Entry audit · €125Site not built by Kayo, or changed since delivery. Separate from the pre-audit, which is free.
- Continuous development
- Enhanced service level
- New features, on quote
- Hosting provider
- Third-party services and licences, unless the quote says otherwise
- The pack chosen
- The plan: Flex, with no minimum term (one month's notice), or a 6- or 12-month commitment with a discount stated in the quote
- Changes outside the pack
Invoiced at the start of each month. No VAT is charged (VAT exemption).
Your questions. Our clear answers.
What does maintenance include?
The operations and frequencies defined in the quote: updates, backups, monitoring, fixing malfunctions, and a monthly volume of small changes depending on the pack (2, 6 or 12).
What is a small change?
About 30 minutes of work on what exists: a text, a price, opening hours, up to 3 supplied photos, an item in a list, a link or a button. A medium change, such as a new simple page on an existing template, counts as 3. The count is announced before the work is done.
Are bugs counted against my pack?
No. Bugs and incidents, security, technical updates, backups and monitoring are never counted.
What happens when my pack is used up?
Each extra small change costs €37.50, announced before the work is done. You can also carry it over to the next month.
Can you take over a site built elsewhere?
Yes, after a €125 entry audit: hosting, code, dependencies, security, backups and existing bugs. If prior fixes are needed, they are covered by a separate quote. The same audit applies to a Kayo site changed since delivery; an unchanged Kayo site enters maintenance with no takeover fee.
How quickly do you respond to an incident?
4 business hours for a critical incident, 24 business hours for a major one, 48 business hours for the rest, from your written report. These are response times, not resolution times, and the same in all three packs.
Do we have to commit to a fixed term?
No. The Flex plan has no minimum term, with one month's notice. The 6- or 12-month commitment plans come with a discount stated in the quote.
Is a new feature included?
No. Booking, payment, member area, multilingual or search are defined and priced separately, as are a new design or a redesign.