Scope Appendix

This Scope Appendix describes the service boundaries for the plan selected in the applicable Order Form, online order, or accepted customer order record, including website scope, page allowances, migration allowance, integrations, Managed Time, Growth Time, support, reporting, add-ons, exclusions, customer responsibilities, and scope classifications.

1. Scope Appendix Role

1.1 Role. This Scope Appendix describes the service boundaries for the plan selected in the Order Form, including website scope, page allowances, migration allowance, integrations, Managed Time, Growth Time, support, reporting, add-ons, exclusions, customer responsibilities, and scope classifications.

1.2 Relationship to Order Form. The Order Form controls customer-specific commercial facts, selected plan, price, launch destination, add-ons, and special terms. This Scope Appendix controls service-scope interpretation unless the Order Form expressly changes a scope item.

1.3 Relationship to MSA. The Master Services Agreement controls the core relationship, agreement hierarchy, risk allocation, customer responsibilities, ownership, privacy, platform, and dispute framework.

1.4 Relationship to other appendices. Migration scope is further governed by the Migration Appendix. Payment scope is governed by the Subscription / Payment Terms and Payment Authorization. Ownership-transfer scope is governed by the Ownership Transfer Terms. Default and suspension scope is governed by the Default / Nonpayment Terms.

2. Scope Principles

2.1 Bounded services. Sites provides bounded managed website services under the selected plan. Services are limited by plan allowances, signed scopes, written add-on records, time buckets, migration category, platform capability, customer access, and customer approvals.

2.2 Included build. The customer-specific website build is included as part of the managed-service relationship and 24-month commitment.

2.3 No scope expansion from public materials. Marketing pages, pricing pages, sales calls, dashboard messages, Help Center articles, checkout screens, onboarding flows, and support messages do not expand this Scope Appendix unless the expanded scope is included in the signed Order Form, signed amendment, or written Exception Path scope.

2.4 No outcome promises. Sites provides process-based services and does not promise search rankings, traffic, indexing, revenue, conversions, accessibility compliance, privacy compliance, security outcomes, platform availability, or third-party approval.

2.5 Customer cooperation. Scope, timing, Launch, support, migration, and Move-in Complete depend on Customer providing accurate content, approvals, access, decisions, and timely feedback.

3. Plan Summary

Launch targets depend on Customer access, content, approvals, domain/DNS readiness, migration complexity, platform readiness, integration complexity, selected scope, and Customer responsiveness.

Payment and term cross-reference. The Order Form and payment documents control payment amounts, payment timing, term, signup payment, recurring billing trigger, taxes, add-ons, refunds, credits, default, and saved payment method authorization. The standard commercial model reflected in the Order Form is a 24-month managed-service commitment, first month due at signup, no setup fee, and recurring billing after Launch and approval, with taxes, add-ons, and third-party costs excluded unless stated.

4. Plan Details - Essential

4.1 Best-fit use. Essential is intended for new and smaller businesses needing a bounded managed website and core online presence.

4.2 Included website scope. Essential includes a website build of up to 5 custom pages.

4.3 Included Core Migration. Essential includes Core Migration for an existing site up to 10 pages, subject to the Migration Appendix.

4.4 Integrations. Essential includes up to 2 integrations, subject to platform capability and access.

4.5 Managed Time. Essential includes 60 minutes per month of Managed Time.

4.6 Growth Time. Essential includes 60 minutes per quarter of Growth Time.

4.7 Reporting. Essential includes a monthly traffic snapshot.

4.8 Support. Essential includes email support with a 48-hour response target.

4.9 Launch target. Essential has a 14-business-day launch target, subject to dependencies and customer-side delays.

5. Plan Details - Professional

5.1 Best-fit use. Professional is intended for established or growing businesses needing a larger managed website and more ongoing support.

5.2 Included website scope. Professional includes a website build of up to 10 custom pages.

5.3 Included Core Migration. Professional includes Core Migration for an existing site up to 20 pages, subject to the Migration Appendix.

5.4 Integrations. Professional includes up to 5 integrations, subject to platform capability and access.

5.5 Managed Time. Professional includes 120 minutes per month of Managed Time.

5.6 Growth Time. Professional includes 180 minutes per quarter of Growth Time.

5.7 Reporting. Professional includes a monthly performance report.

5.8 Support. Professional includes chat support with a 24-hour response target.

5.9 Launch target. Professional has a 21-business-day launch target, subject to dependencies and customer-side delays.

6. Plan Details - Premium

6.1 Best-fit use. Premium is intended for larger, multi-location, or more complex businesses needing a larger managed website, more growth capacity, and a higher support tier.

6.2 Included website scope. Premium includes a website build of up to 20 custom pages.

6.3 Included Core Migration. Premium includes Core Migration for an existing site up to 40 pages, subject to the Migration Appendix.

6.4 Migration Plan. Premium includes a Migration Plan where needed for larger, SEO-sensitive, structurally complex, multi-location, or multi-site migrations.

6.5 Integrations. Premium includes up to 8 integrations plus 1 custom API per quarter, subject to platform capability, access, technical feasibility, and written scope.

6.6 Managed Time. Premium includes 240 minutes per month of Managed Time.

6.7 Growth Time. Premium includes 480 minutes per quarter of Growth Time.

6.8 Reporting. Premium includes a monthly report plus quarterly review.

6.9 Support. Premium includes same-business-day initial Priority response target. This is an initial response target, not a same-day resolution promise. Support channel, support-window days, support-window hours, timezone, submission cutoff, excluded holidays/closures, issue-severity routing, escalation path, and third-party/platform dependency limits are controlled by the Order Form, signed scope, or incorporated support terms.

6.10 Launch target. Premium has a 30-business-day launch target, subject to dependencies and customer-side delays.

7. Managed Time

7.1 Definition. Managed Time covers regular monthly changes and refinements to the existing live website within the selected plan allowance.

7.2 Examples. Managed Time may include:

• text edits;

• image swaps;

• menu, service, or pricing updates;

• CTA or link changes;

• form edits;

• small layout adjustments;

• routine support fixes;

• minor content updates to existing pages;

• simple updates to existing integrations where platform-supported.

7.3 Boundaries. Managed Time does not include new pages, major new sections, redesigns, migration work, custom development, custom workflows, complex integrations, ad management, regulated claim review, large content entry, major copywriting, large media processing, emergency platform recovery, or work classified as Growth Time, Migration, add-on, or Exception Path.

7.4 No conversion. Managed Time does not convert to Growth Time, cash out, reduce fees, or create credits unless a signed scope says otherwise.

7.5 Monthly reset. Unless the Order Form or signed scope states a different treatment, unused Managed Time expires at the end of each monthly service period and does not carry over.

7.6 Pre-launch use. Pre-launch Managed Time applies only if the Order Form, signed scope, or project approval record expressly allows it.

7.7 Tracking method. Managed Time is tracked according to the method stated in the Order Form, signed scope, or applicable project record.

7.8 Records. Sites will record Managed Time classification, requested work, time used, customer approval where needed, and completion status.

8. Growth Time

8.1 Definition. Growth Time covers structured site growth and improvements within the selected plan allowance.

8.2 Examples. Growth Time may include:

• template-based pages;

• new sections;

• service pages;

• location pages;

• FAQs;

• team bios;

• galleries;

• structured content additions;

• documented integrations;

• structured site expansions;

• conversion or layout improvements within the selected platform.

8.3 Boundaries. Growth Time does not include full redesigns, unbounded page creation, custom applications, marketplaces, HIPAA-sensitive workflows, complex custom development, large migrations, paid advertising management, regulated claim systems, complex automations, or work classified as Managed Time, Migration, add-on, or Exception Path.

8.4 No conversion. Growth Time does not convert to Managed Time, cash out, reduce fees, or create credits unless a signed scope says otherwise.

8.5 Quarterly reset. Unless the Order Form or signed scope states a different treatment, unused Growth Time expires at the end of each quarterly service period and does not carry over.

8.6 Pre-launch use. Pre-launch Growth Time applies only if the Order Form, signed scope, or project approval record expressly allows it.

8.7 Tracking method. Growth Time is tracked according to the method stated in the Order Form, signed scope, or applicable project record.

8.8 Records. Sites will record Growth Time classification, requested work, time used, customer approval where needed, and completion status.

9. Page Scope

9.1 Custom page allowance. The selected plan controls the number of custom pages included in the initial build.

9.2 Page definition. A page is a distinct website page or screen-level route intended for public use, excluding dashboard screens, hidden non-public workflow screens, system pages, legal-policy pages unless included, and third-party platform screens.

9.3 Template-based expansion. Template-based pages may use reusable structures, components, layouts, design patterns, or content models. Use of reusable Sites Assets does not transfer those assets to Customer.

9.4 Page overages. Pages beyond the selected plan allowance require Growth Time, add-on approval, upgrade, or Exception Path scope.

9.5 Content volume. A page with unusually large content volume, complex media, custom layout, complex CMS structure, or regulated claim review may be reclassified even if the page count is within allowance.

10. Integrations

10.1 Included integrations. The selected plan controls the number of included integrations.

10.2 Integration definition. An integration is a connection, embed, form, script, platform setup, booking/scheduling tool, CRM connection, analytics tool, menu/ordering tool, or other third-party service connection documented within the selected scope.

10.3 Integration dependencies. Integrations depend on platform capability, customer access, third-party account standing, API limits, vendor terms, permissions, data flow, security review, and technical feasibility.

10.4 Standard integrations. Standard integrations are low-complexity connections supported by the selected website platform and customer accounts.

10.5 Complex integrations. Custom APIs, multi-step workflows, custom applications, marketplaces, regulated workflows, payment flows, custom databases, or sensitive-data workflows are not standard integrations and require separate review, written add-on record, or Exception Path scope.

10.6 Integration records. Sites will record integration name, account owner, access method, purpose, data involved, customer approval status, required approval status where applicable, and offboarding requirements where applicable.

11. Platform And Access Dependencies

11.1 Platform dependencies. Website build, publishing, support, migration, transfer, and reporting may depend on third-party platform capability, account status, vendor limits, customer access, account ownership, DNS/registrar status, analytics availability, Search Console availability, and supported export or handoff methods.

11.2 Customer account access. Customer must provide the account access needed for the selected scope, including domain/DNS, analytics, Search Console, forms, CRM, booking, menu, email/SMS, or other documented integration access where applicable.

11.3 Access method. Where supported, access should be provided through collaborator access, OAuth access, role-based access, delegated access, or least-privilege access instead of raw passwords.

11.4 Sensitive workflows. Forms, pixels, CRM, booking, email/SMS, payment flows, custom APIs, sensitive-data workflows, regulated workflows, and accessibility-related work may require additional scope, security review, customer approval, or Exception Path treatment.

11.5 Third-party limitations. Third-party outages, account restrictions, vendor limitations, platform export limitations, DNS locks, registrar restrictions, or customer account issues may affect scope, timing, support, migration, transfer, or reporting.

12. Migration Scope

12.1 Governing appendix. Core Migration, Migration Expansion, Migration Plan, and Complex Migration are governed by the Migration Appendix.

12.2 Core Migration allowances.

12.3 Migration process. Migration may include current-site review, page inventory, page mapping, relevant content carryover, page rebuild or consolidation, redirects where appropriate, domain continuity steps where feasible, analytics/Search Console coordination where applicable, technical SEO foundation steps, migration records, and customer approvals.

12.4 Migration boundaries. Migration does not include search-outcome promises, identical page reproduction, large archive migration beyond scope, complex CMS migration beyond scope, editorial decision-making, regulated-content approval, third-party platform remediation, or custom rebuild work outside the migration category.

12.5 Blog, library, and CMS content. Blog, library, CMS, archive, or large content migration is included only within plan-specific limits or separately scoped migration paths.

13. Support

13.1 Support channels. Support channel and response target are determined by the selected plan.

13.2 Response target. A response target means the target time for an initial response, not completion, resolution, third-party response, platform fix, customer approval, or emergency recovery.

13.3 Support hours. Support is provided during the support window stated in the Order Form, signed scope, or incorporated support terms.

13.4 Premium support precision. Premium same-business-day initial Priority response requires a defined business day, timezone, cutoff time, supported intake channel, escalation owner, excluded days, emergency boundary, and third-party/platform dependency limits.

13.5 Support scope. Support covers questions and requests related to the selected plan, live website, documented integrations, documented platform setup, written scope, and ongoing managed service.

13.6 Excluded support. Support does not include undocumented add-ons, custom development, third-party account recovery, customer device/browser troubleshooting unrelated to the site, paid advertising support, business consulting, regulated professional advice, emergency support outside the support window, or work outside written scope.

13.7 Records. Sites will record support channel, request time, initial response time, classification, resolution status, customer delay, platform dependency, and escalation where applicable.

14. Reporting

14.1 Reporting by plan. Reporting is provided according to the selected plan:

• Essential: monthly traffic snapshot.

• Professional: monthly performance report.

• Premium: monthly report plus quarterly review.

14.2 Reporting sources. Reporting may depend on analytics, Search Console, platform tools, tracking tools, customer account access, and vendor availability.

14.3 Reporting boundaries. Reports are informational and process-oriented. They do not promise traffic, rankings, indexing, leads, revenue, conversions, accessibility compliance, privacy compliance, or security outcomes.

14.4 Customer access. Customer must provide or maintain required analytics, Search Console, website, and account access for reporting to function.

14.5 Delivery timing. Reporting is delivered on the schedule stated in the Order Form, signed scope, or reporting workflow, subject to Customer access, analytics availability, Search Console availability, platform availability, and vendor availability.

14.6 Report contents. A monthly traffic snapshot may include basic traffic, source, and page-view information available from connected tools. A monthly performance report may include traffic, engagement, conversion events if configured, migration or technical notes if applicable, and recommended next steps within scope. A quarterly review may include higher-level trend review, completed work, open items, and scope recommendations. Exact report contents depend on the selected plan, configured tools, customer access, and written scope.

15. Add-Ons

15.1 Add-on principle. Add-ons require written customer approval, pricing, scope, service classification, payment treatment, tax handling where applicable, and records before work begins.

15.2 Recurring add-ons. Recurring add-ons may include Migration Expansion, Library Expansion, Local SEO Growth, menu management, booking/scheduling management, review monitoring and response support, email/SMS marketing, and content writing.

15.3 On-demand hourly add-ons. On-demand hourly add-ons may include Extra Managed Time and Extra Growth Time.

15.4 One-time or separately scoped work. One-time or separately scoped work may include photography/video, Complex Migration, brand identity work, and custom applications/workflows.

15.5 Add-on boundaries. Add-ons do not alter the 24-month term, payment timing, ownership-transfer conditions, default remedies, tax treatment, privacy obligations, or claim controls unless the signed add-on scope expressly says so.

15.6 Add-on records. Sites will record add-on customer approval, price, scope, start date, end date or recurring status, billing cadence, service period or milestone, payment treatment, invoice description where applicable, cancellation/default effect where applicable, and completion status.

15.7 Add-on details. Each add-on record should identify:

• add-on name or scope ID;

• included work versus separately priced work;

• add-on type;

• price or pricing method;

• cap or overage rule;

• discount, credit, or adjustment if applicable;

• service period or milestone;

• term relationship;

• cancellation, refund, default, write-off, or settlement effect if applicable;

• tax handling if applicable;

• invoice description if applicable;

• customer approval record.

16. Expenses And Third-Party Costs

16.1 Excluded costs. Third-party platform fees, ad spend, domain registration, paid plugins, premium licenses, stock assets, fonts, vendor costs, customer account fees, and similar third-party costs are excluded unless listed in the Order Form, signed scope, or approved add-on record.

16.2 Approval before purchase. Sites is not required to incur third-party costs on Customer's behalf unless the cost, approval method, payer, reimbursement method, markup if any, billing timing, and related scope are documented.

16.3 Customer-paid accounts. Where a third-party service is owned by Customer, Customer is responsible for maintaining the account, payment method, license, subscription, usage limits, renewal, and vendor standing unless a signed scope says otherwise.

16.4 No tax or accounting determination by scope label alone. A service label, plan name, add-on name, invoice description, payment-platform field, or project status does not by itself decide taxability, accounting method, revenue recognition, invoicing treatment, tax collection, tax filing, or customer payment treatment.

17. Exception Path

17.1 Definition. Exception Path covers work outside the selected plan, time buckets, migration allowance, standard integrations, included scope, or documented add-ons.

17.2 Approval requirements. Exception Path work requires:

• written scope;

• written price or pricing method;

• customer approval;

• scope classification;

• payment treatment;

• timeline impact note;

• owner;

• records.

17.3 No implied approval. Sites is not required to perform Exception Path work unless the requirements above are satisfied.

17.4 Examples. Exception Path may apply to custom applications, complex automations, complex APIs, large content libraries, regulated claim workflows, multi-site consolidation, complex archives, emergency recovery, unsupported platform work, or unusual customer requests.

18. Customer Responsibilities

18.1 Required content and information. Customer must provide accurate business information, service/menu/pricing information, hours, locations, contact information, team/business story content, logo/brand assets if available, photos/media, customer-provided copy, domain/DNS access, current website/CMS access if migrating, analytics/Search Console access if applicable, and access to required third-party tools or integrations.

18.2 Rights and approvals. Customer must have rights to Customer Materials and must approve claims, content, regulated statements, pricing, testimonials, reviews, photos, and business information before use.

18.3 Access method. Customer must use collaborator access, OAuth access, role-based access, delegated access, or least-privilege access instead of raw passwords when the relevant platform supports those methods.

18.4 Timely response. Customer must respond within the response windows in the Order Form, MSA, or project workflow.

18.5 Customer delay. Customer-side delay pauses or extends affected launch targets, service timelines, support targets, migration timelines, and Move-in Complete timing.

18.6 Approval methods. Customer approval may be confirmed by signature, dashboard approval, email approval, project-management approval, payment/launch confirmation, or another confirmation accepted by Sites. Approval records should identify the authorized approver, timestamp, channel, approved scope, known deferred items, and customer-visible confirmation path.

19. Exclusions

Unless expressly included in a signed scope, services exclude:

• unbounded edits, revisions, redesigns, pages, support, migration, integrations, SEO, content, requests, turnaround, meetings, strategy, copywriting, custom development, consulting, or work outside the selected plan or signed scope;

• custom apps, marketplaces, HIPAA-sensitive workflows, regulated claim systems, high-risk medical/legal/financial claim workflows, or professional advice;

• SEO ranking, traffic, indexing, conversion, revenue, accessibility, privacy, security, platform, third-party approval, legal, tax, accounting, or regulatory outcome promises;

• third-party platform fees, ad spend, domain registration, paid plugins, premium licenses, stock assets, fonts, vendor costs, or customer account fees unless listed in the Order Form;

• work requiring unsupported platform functionality;

• work that would violate law, platform rules, third-party rights, claim rules, privacy/security rules, or excluded-use policy;

• customer-side business operations, marketing strategy beyond signed scope, legal review of customer content, tax/accounting review, medical/health/legal/financial professional judgment, or customer licensing compliance;

• emergency support outside the support window unless separately scoped;

• ownership transfer, Framer/project handoff, domain transfer, source/design file transfer, or account migration except as provided in the Ownership Transfer Terms.

20. Late-Stage Changes

20.1 Late-stage change definition. A late-stage change is a customer request after approval of direction, structure, content, migration plan, integrations, launch readiness, final pre-launch check, or similar project milestone.

20.2 Classification. Late-stage changes may be classified as Managed Time, Growth Time, add-on work, Exception Path work, deferred work, or unsupported work.

20.3 Timeline impact. Late-stage changes may pause timelines, move launch targets, change Move-in Complete timing, require revised scope, or require written approval before work continues.

20.4 Records. Sites will record the change requested, customer approval status, required approval status where needed, classification, time impact, price impact, payment treatment, and approval evidence.

21. Scope Classification Examples

22. Scope Dispute Routing

23. Records And Evidence

Sites will maintain records for:

• selected plan;

• plan allowances;

• page count;

• integration count;

• Managed Time use;

• Growth Time use;

• migration category and migration records;

• support requests and response targets;

• reporting delivery;

• add-ons;

• Exception Path work;

• customer access and approvals;

• customer delays;

• late-stage changes;

• excluded or unsupported requests;

• claim substantiation where relevant;

• scope disputes and resolution.