Support Plans, Migration Add-Ons, & Cloud Usage Pools

These terms explain how our support tiers, migration services, and prepaid cloud usage pools work. They’re written to be clear for business owners and teams—even if you’re not technical.

Last Updated: 2026-03-04

Summary

Support Plans cover ongoing maintenance, monitoring, and defined support hours (based on the tier you select).
Migration Add-Ons are one-time services that move your existing site/app and settings to a supported environment.
Cloud Usage Pools are prepaid retainers for cloud provider charges (AWS/GCP/Azure). You must purchase a pool in advance.
You are responsible for your cloud usage. If usage exceeds your prepaid pool, overages are billed and due upon receipt.

1. Definitions

“Support Plan”: A subscription service that covers defined maintenance, monitoring, and support activities based on the selected tier.
“Migration Add-On”: A one-time service to move an existing site/app and related configurations to a supported environment.
“Cloud Usage Pool”: A prepaid retainer used to fund cloud provider consumption (AWS/GCP/Azure). Separate from support.
“Overage”: Usage above the prepaid Cloud Usage Pool amount, billed separately and due upon receipt.
“SLA” (Service Level Agreement): A stated service target (such as uptime or response targets) associated with a plan tier. Resolution time may vary by issue complexity.
“MAU” (Monthly Active Users): The number of unique users who actively use an application within a month (often used to estimate infrastructure needs).
“CI/CD” (Continuous Integration / Continuous Deployment): Automated processes that help teams safely build, test, and deploy software updates.

2. Scope of Services

We offer (a) subscription support plans, (b) optional one-time migration services, and (c) prepaid cloud usage pools. Your exact scope is determined by your selected tier(s), add-ons, and any written statement of work (SOW) or order form we provide.

3. Support Plans (Essentials → Starter → Growth → Scale)

Support plans are subscription services intended to keep your systems stable, secure, and supported over time. Each tier includes a defined service set (e.g., monitoring, patching, reporting) and a defined level of responsiveness. Support plans are designed for ongoing maintenance—not large feature builds.

Support plans are scoped to a single production application or service environment. Multi-application architectures, distributed microservices systems, or multi-environment infrastructures may require a customized support package.

What Support Plans Typically Include

Monitoring & alerts (scope varies by tier)
Security patching and routine maintenance (scope varies by tier)
Defined support channels (email/Slack/Zoom) and response targets
Defined monthly engineering support hours (Growth/Scale tiers)

What Support Plans Do Not Include

Net-new feature development or major redesigns (quoted separately)
Unlimited changes or “always on” custom engineering outside plan limits
Third-party vendor fees (licenses, tools, cloud charges)

Scope Adjustments: If your system requires services beyond the selected plan, additional fees may apply based on scope and complexity.

4. Migration Add-Ons

Migration add-ons are one-time services to move your website/app, DNS settings, data (if applicable), and environment configurations so we can support you effectively. Migrations vary widely depending on hosting, codebase, integrations, and data.

How We Handle Migration

Pre-migration intake (what exists today, what needs to move)
Planned cutover (timing, DNS changes, verification)
Post-migration validation (critical flows, performance checks)

Migration pricing assumes a standard configuration for the chosen add-on. If your environment is more complex than the selected migration tier, we will provide a scoped adjustment before proceeding.

5. Cloud Usage Pools (Prepaid Retainers)

Cloud Usage Pools are prepaid retainers that cover your cloud provider consumption (such as AWS, Google Cloud, or Azure). This includes items like compute, storage, databases, networking, and managed services.

Key Requirement: Pools Must Be Purchased In Advance

You must maintain an active, prepaid Cloud Usage Pool if we are managing or deploying services that generate cloud provider usage under your environment. This pool is separate from your support plan.

Client Responsibility

You are responsible for all cloud usage costs incurred in your environment.
Your pool represents a prepaid allocation based on your expected average monthly usage.
You may increase or decrease your pool as your usage changes (subject to billing cycle rules).

Adjusting Your Pool

Increase: You may upgrade at any time; proration may apply depending on your billing setup.
Decrease: Downgrades typically take effect at the next billing cycle to avoid mid-cycle underfunding.

Overages

If your cloud usage exceeds the prepaid pool amount, overage charges will be billed separately and are due upon receipt. Overage amounts are based on actual provider usage (and, where applicable, agreed service fees).

Note: We can help you estimate an appropriate pool based on prior invoices and expected growth. Final usage is always determined by your actual consumption.

6. Billing, Payment Terms, and Refunds

Support plans and Cloud Usage Pools are billed in advance on a recurring schedule (monthly or annually, as selected). Migration add-ons are typically billed as one-time fees.

Invoices are due per the invoice terms shown at checkout or on the invoice.
Overage invoices are due upon receipt.
Nonpayment may result in suspension of services until the account is brought current.

Refunds are not provided for services already delivered or for prepaid subscription periods that have begun, unless otherwise required by law or explicitly stated in writing.

7. Client Responsibilities

Provide timely access to systems, hosting, and accounts required for support and migration.
Maintain accurate billing and contact information.
Review and approve changes when required (especially DNS and production deployments).
Maintain proper licenses/agreements for third-party tools you use.

8. Service Levels & Response Targets

Response targets (e.g., 24-hour, 4-hour, 1-hour critical) are goals based on plan tier and issue severity. They are not guarantees of resolution time. Resolution time depends on complexity, third-party dependencies, and client responsiveness.

9. Security & Confidentiality

We treat your business information and system access as confidential and follow reasonable security practices. Clients are responsible for maintaining strong credentials and granting least-privilege access. If you require additional compliance commitments, those must be documented in a separate written agreement.

10. Changes to These Terms

We may update these terms from time to time. Updates will be posted on this page with an updated “Last Updated” date. Continued use of services after updates become effective constitutes acceptance of the updated terms.

11. Contact

Questions about these terms, your support tier, migration scope, or selecting a Cloud Usage Pool?

Email us at info@lmc.solutions or use the contact form on our website.

Need help picking the right plan?

Tell us what you’re running today, and we’ll recommend the best Support Plan and Cloud Usage Pool for your needs.