Last updated: 23 July 2026. View change log.

This Schedule forms part of the Web Development Master Services Agreement and describes the scope, responsibilities and limitations that apply to Retained Development Services.

1. Scope of retained services

  1. Retained Development Services may include:
    • small changes and enhancements to existing Websites or Applications;
    • bug fixes and minor refinements;
    • advisory time and consultations;
    • review of third-party changes that affect your web properties; and
    • input to your roadmap planning.
  2. Your Order will define:
    • the number of hours or effort units included per period (for example per month);
    • any priorities or focus areas; and
    • how you request and approve work.

2. Requesting work

  1. You can request work through agreed channels (for example a ticketing system or email to our Service Desk).
  2. We may:
    • clarify the requirements;
    • estimate the effort and impact; and
    • agree a priority and target timescale with you.
  3. Where a request is clearly larger than a typical retained task (for example a full feature, redesign or integration), we may suggest handling it as a separate Project.

3. Use of retained time

  1. We will log the time we spend on retained tasks and can provide summaries on request.
  2. Unless your Order says otherwise:
    • retained time is not intended for large Projects or new builds; and
    • retained hours may not be suitable for urgent or out-of-hours incidents.
  3. Where you regularly exceed your retained allocation, we may recommend increasing your allowance or handling the overflow work on a time-and-materials basis.

4. Roll-over and expiry

  1. Your Order will state whether unused retained hours can roll over to the next period and, if so, any limits on roll-over.
  2. Where roll-over is not specified, unused retained hours expire at the end of each period and are not refundable.

5. Priorities and response

  1. Retained Development Services are intended for planned, non-emergency work.
  2. We will aim to:
    • acknowledge requests within 1 Business Day; and
    • schedule work within a reasonable timeframe based on urgency and available capacity.
  3. If you need guaranteed response or resolution times, this may require a separate support or incident response service.

6. Exclusions

  1. Unless we explicitly agree otherwise, retained services do not include:
    • hosting, infrastructure or platform support;
    • ongoing SEO or digital marketing campaigns;
    • large Projects or major features (these are handled separately); or
    • a dedicated on-site presence.