CourseVector Terms & Conditions


The purpose of these terms and conditions is to ensure a full understanding of procedures and policies utilized by CourseVector.

1. Support

1.1 General Support

Reasonable support and questions emailed to support@coursevector.com will be provided at no charge. If support charges are required CourseVector will notify the client and obtain approval prior to completing the support request.

1.2 Emergency Support

Emergency support is available free of charge for CourseVector equipment failures. All other emergency support requests will be billed at triple the going rate [see 14]. Emergency support requests can be made at https://coursevector.com/contact/emergency/.

1.3 Email Support

Many of CourseVector’s hosting services include email. The email system supports most email clients such as Outlook, iPhone mail, etc. However, CourseVector technicians only provide support for Roundcube Webmail. Any support provided outside of Roundcube Webmail will be billed in 15-minute increments. CourseVector is not responsible for the maintenance of email accounts (including adding or terminating email accounts), unless specifically noted in a ticket and/or estimate.

1.4 Passwords

CourseVector is not responsible for the maintenance and/or security of passwords for email, website logins, cPanel, FTP credentials, etc. Multiple requests for password support may incur charges.

1.5 Phone Calls

Phone calls will be billed unless specifically noted otherwise in an estimate and/or ticket. Phone calls will be billed in 15-minute increments. At no time will CourseVector accept instructions concerning your project or tasks via phone. Please note that phone calls will include the time it takes to document, and email requests made during the phone call to the client for confirmation prior to requests being honored.

1.6 Zoom Sessions

Zoom sessions will be billed unless specifically noted otherwise in an estimate and/or ticket. Zoom sessions will be billed a minimum of 60 minutes. Any time over the first 60 minutes will be billed in 15-minute increments. CourseVector may accept instructions concerning your project or tasks via a recorded Zoom session. Any instructions provided during a Zoom call must be confirmed in writing following Zoom session. Please note that a Zoom session billing will include the time it takes to document and email instructions made during the Zoom session call to the client and/or upload the Zoom session for later client viewing.

1.7 Last Minute Appointment Cancellations & Appointment No-Shows

Appointments must be cancelled or rescheduled at least 2 hours in advance (although we’d appreciate 24 hours’ notice if possible). If the client is a no-show or has failed to send a cancellation notice at least 2 hours in advance, you will be billed for 15 minutes (either against your update plan or billed at the going rate [see 14]). Rescheduling the appointment is the responsibility of the client.

2. Ticket Communication & Follow-Up

CourseVector expects clients to follow-up within 1 week. However, we understand that is not always possible. Because of this, an average amount of follow up time is built into CourseVector estimates/projects. However, follow ups may incur additional costs at the discretion of CourseVector.

3. Development Sites

If your project requires a development site and a live hosted site at the same time (such as the case with a website redesign), you have 60 days after dev site has been delivered to approve the project and go-live. After 60 days, if approval to go live with the project has not been made, and no reasonable effort or progress on the project is under way, one of the following actions will take place:

3.1 Current CourseVector Client (Or Website)

After the initial 60 days, CourseVector will charge $48 per year for hosting the development site. If no reasonable progress or effort on the part of the client has been made to move the project forward, the project will be closed. Any additional work to be completed on the development site (including migrating the site to a live server) will be billed hourly.

3.2 New CourseVector Client (Or Website)

As long as the client has paid their bill, the development site can sit for as long as needed to finish the site. Client should note that annual hosting will be charged hereafter, whether the site is live or on a development server. If no reasonable progress or effort on the part of the client has been made to move the project forward, the project will be closed after 60 days. Any additional work to be completed on the development site (including migrating the site to a live server) will be billed hourly.

4. Hosting

CourseVector reserves the right to discontinue and terminate your hosting service, without compensation, if your web site is involved in any of the following: pornographic sites, copyright violations, illegal activity, spam, or any other activity deemed unacceptable by CourseVector.

4.1 Shared Hosting

Due to the nature of shared hosting and the ability for a site to adversely affect other sites on the shared server, CourseVector reserves the right, at any time, to take action to prevent disruption of the shared server health. Action(s) may include suspension, site modification, blocking of access, and more.

All shared hosting plans include 256Mb memory (2Gb total Limit) and 1 core processor.

4.2 Dedicated Server Hosting

Dedicated servers are monitored for uptime and CourseVector reacts to and corrects any hardware or service-related issues.  In some instances, a dedicated server may become “overloaded”.  This condition may happen because the client has increased traffic and the server is no longer adequate to support said traffic.  In this case, the client will be notified, one time, that the server needs to be upgraded to in order for CourseVector to continue to support the server.  In the even the client does not respond, the server will be removed from CourseVector monitors and the client will be responsible for failures, downtime, etc.  Should the server be removed from CourseVector monitoring, requests for support concerning the server will be billed at the going rate.

4.3 WordPress Management

This plan includes the management of WordPress licenses found in [4.4] below. Backup management includes daily backups of site up to 30 days. Plan includes up to 4 complimentary restores from managed backups throughout the year. Additional restore requests will be charged. Includes website review and maintenance and CourseVector’s no-hack guarantee [see 4.3.1].

4.3.1 CourseVector No Hack Guarantee

If a virus, malware, or injection of malicious code has been detected because of CourseVector’s lack of protection, or if the site has issues because of updates and patches, CourseVector fixes it free of charge! You owe nothing to have it fixed.

4.4 WordPress License Management

WordPress License Management & WordPress Management plans include licenses for the plugins and themes listed at https://coursevector.com/hosting/managed-plugin-licenses/.

5. Licenses

Unless specifically outlined in a hosting plan, estimate, and/or ticket, any software, plugin, product licenses needed will be provided by the client. Maintaining license renewals is the sole responsibility of the client. CourseVector is under no obligation to purchase or maintain licenses needed. CourseVector will not utilize software, plugins, or products requiring a license without approval from client.

6. CourseVector Website Update Plans

6.1 Accrued Time

All CourseVector website update plans will accrue monthly or yearly depending on the contract. Time will be added on the 1st of the month. Time may be accrued up to 1 years’ worth of update plan time. Any additional accrued time over the maximum allotted will be forfeited.

Example: A website update plan of 2 hours per month may accrue a maximum of 24 hours of accrued time.

6.2 Time Overages

Any amount of time used over the accrued balance will be billed hourly at the going rate [see 14].

Example: A website update plan with 1 hour available makes a request for 3 hours worth of work. 2 hours will be billed.

6.3 Website Update Plan Time Usage

The website update plan available time may be used however the client wishes, to include the examples listed below. Particular requests may result in the double or triple use of time. Updates and/or responses to update requests are typically completed within 1-2 business days however, CourseVector is allotted up to 5 business days to complete a request. Any requests for updates taking longer than 2 hours will need to be quoted and may take longer than 5 business days to completed.

6.3.1 Emergency/Urgent Request

Should an emergency or rushed update be requested, the update will take place within 1 business day and time will be removed from the contract time at triple the rate. Any emergency requests for updates taking longer than 2 hours will not be honored. Rushed/emergency requests must be requested at https://coursevector.com/contact/emergency/.

6.3.2 Website Updates

Website updates include, but are not limited to; the addition of new, editing, or deleting content; reorganization of website navigation; graphic design; and more.

6.3.3 SEO

SEO requests include, but are not limited to; on-page keyword optimization; configuration of SEO plugins; technical SEO requests; image optimization; google analytics integration; schema; page speed reporting and optimization; and more.

6.3.4 Programming

Time used for custom programming, database development, cybersecurity reviews, etc. will be removed from the contract at double the rate.

Example: 2 hours of programming will be 4 hours used against the update plan.

6.3.5 Phone Calls, Training, & Zoom Sessions

All phone calls, training sessions, and zoom sessions will be removed from the contract at double the rate to account for documentation or uploading training sessions.

Example: A 30-minute phone call will be 1 hour used against the update plan time.

6.5 Website Update Plan Termination

Website update plans may be cancelled at any time after 90 days by making a request at support@coursevector.com prior to the 15th of each month. Any unused accrued update plan time will not be refunded.

7. Law Compliance Advice

CourseVector may provide advice on local, state, and national laws if requested by the client. This requested advice will be billed. CourseVector will not be held liable for any such advice. CourseVector suggests consulting with an attorney for a full understanding of local, state, or national laws for website/email practices. Client is responsible for any and all compliance requirements unless specifically indicated otherwise in a ticket and/or estimate by CourseVector.

8. Copyrighting

All images, copy, logos, designs, etc. are property of CourseVector until payment for the items are received. Any use of CourseVector property without consent of CourseVector will result in a cease-and-desist letter followed by applicable legal proceedings [see 14].

9. Content

All content, including images, logos, and copy, are to be provided by the client in an approved format (list below) unless specifically outlined in the ticket and/or estimate. All assets and content must be provided to CourseVector via the ticket or our large file transfer service: https://transfer.coursevector.com. CourseVector may utilize free stock photography and/or “lorem ipsum” placeholder text if no content is provided by the client.

9.1 Approved Content Formats

  • Images – JPEG, JPG, PNG, AI, PSD, SVG, PDF, TIFF, GIF
  • Video – MP4, WMV, MOV, FLV, AVI
  • Copy – DOC, DOCX, TXT, ODT, PDF (must not be an image)
  • Audio – MP3, WAV, WMA
  • Fonts – TTF
  • Colors – Hex, Rgb
  • Custom Icons – Solid Color SVG in a 1:1 ratio dimension file

10. Secure Information

All information containing passwords, secure information, etc. must be sent through CourseVector’s secure portal available at https://secure.coursevector.com. CourseVector will not be held responsible for sensitive information sent to CourseVector via the CourseVector ticketing system and/or email.

11. Domains

11.1 Domain Point Instructions

CourseVector will direct you to point your domain via A Record or Nameserver. We do not provide instructions on pointing domains. Clients who elect to manage their own domain should look for support with your registrar on this. If you manage your own domain, you are responsible for pointing the domain during go-live. If you would prefer CourseVector to manage the domain, please contact us at support@coursevector.com.

11.2 CourseVector Domain Management

Domain management pricing subject to change. Pricing may increase without notice. Please note that CourseVector does not profit from domain sales (we provide this service as a courtesy).

Domain record change requests must be made via ticket request at support@coursevector.com.

12. Payment Terms

Unless specifically outlined in an estimate and/or ticket, CourseVector’s payment terms are as follows: Payment is due upon receipt. Payments are considered late after 30 days and may result in website suspension, late fees, reactivation fees, and ultimately account termination.

13. Client Contact Information

It is the responsibility of the client to notify CourseVector of any changes in contact information. CourseVector technicians will only provide support to contacts we have on file. Failure to update contact information may result in delays in support, loss of data, account termination, loss of domain names, and more.

14. Piece Work Going Rate

The standard going rate for CourseVector piece work requests is $90 per hour billed in 15-minute increments.

15. CourseVector Terms & Conditions Summary

The terms and conditions outlined are subject to change. Changes to these terms and conditions will be announced through the CourseVector newsletter. Subscribe to the newsletter at https://coursevector.com/newsletter-sign-up/.

Any dispute that arises that concerns these terms & conditions shall be construed for all purposes in accordance with the substantive law of the Commonwealth of Pennsylvania without regard to its conflict of laws principles that would result in the application of the laws of any other jurisdiction. In the event of a dispute the proper venue shall lie solely in the state and/or federal courts located in Cumberland County, Pennsylvania.


Last updated October 6, 2021

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CourseVector
1 Abbey Lane
Camp Hill, PA 17011
Phone: (717) 516-6955

CourseVector Terms & Conditions
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