Remedy CMS Monthly Growth Retainer Terms
The Growth Retainer funds proactive marketing initiatives that grow appointments, provider utilization, and service-line visibility. It is separate from
Managed Support (SLA), which covers hosting, security, platform maintenance, and break/fix. Retainers do not include new website project pricing, hosting, or Remedy CMS license fees.
1) Scope of Services
Work is planned in monthly sprints and may include:
- SEO/AEO: entity & schema mapping (providers, locations, services), on-page optimization, technical SEO fixes, internal linking, E-E-A-T improvements
- Local/GEO: Google Business Profile ops (posting, Q&A, photos), NAP governance, local citations/reviews, multi-location playbooks
- Content: service pages, condition/treatment hubs, provider bios, location pages, FAQs, patient journeys, editorial calendars
- CRO & UX: form and appointment flow improvements, landing pages, A/B tests, conversion instrumentation
- Analytics: dashboarding, goal setup, call tracking alignment, monthly insights & actions
Out of scope (quoted separately or moved to a Project or SLA): new modules/features, template redesigns, large content migrations/imports, net-new integrations (EHR/SSO/CRM/scheduling), legal/regulatory review.
2) Term
Month-to-month until canceled. For growth initiatives, we recommend a 4–6 month runway to establish baselines, execute sprints, and measure impact.
3) Governance & Deliverables
- Monthly plan: prioritized backlog, sprint goals, and capacity (hours) confirmed at month start
- Weekly/as-needed check-ins: to manage blockers and approvals
- Monthly report: KPI summary (appointments/conversions, local visibility, organic traffic, entity coverage, CWV) + next-month plan
- Quarterly review (optional): roadmap, experiments, and larger initiatives
4) Client Responsibilities
- Appoint a single authorized point of contact for reviews/approvals
- Provide timely access to analytics, GBP, tag manager, ad platforms, directories, and brand/clinical reviewers
- Approve content and claims; ensure clinical accuracy and compliance
5) Payment
- Pre-billed during the first week of each month for the selected retainer amount
- Out-of-scope or pre-approved overages are reconciled on the next month’s invoice
- No refunds for unused hours; see rollover policy below
6) Hours, Rollover & Overage
- Work is delivered within the included monthly hours in your retainer
- Rollover (optional, if specified on your Order): up to 10% of unused hours roll forward for one (1) month
- Overages: pre-approved at $175/hr and billed the next cycle
- Expedited “URGENT” (when feasible): 2× rate for same-day/next-business-day turnaround; if we cannot meet the window, we’ll set a timeline and bill standard rate
- Off-hours work (after 4pm Mon–Thu; Fri–Sun; holidays): 1.5× rate when pre-approved
7) Change Requests & Projects
If priorities shift mid-month, we can reallocate remaining hours to new growth tasks. Work that constitutes a feature build, redesign, large migration, or integration will be quoted
via Change Order or moved into a separate Project or SLA.
8) Termination
Either party may terminate with 30 days’ written notice. Service continues through the final billable month; Client agrees to pay for services rendered and any approved overages.
Pre-paid monthly fees are not prorated upon mid-month termination.
9) Third-Party Fees
Retainer fees exclude third-party costs (software/SaaS licenses, listings management, analytics/call tracking, ad budgets, paid media, stock assets, translation, bulk email send fees, syndicated data).
Such fees are billed directly to Client by the third party or passed through at cost with Client’s approval.
10) Compliance, Accessibility & PHI
- Content is produced for marketing/education; it is not medical advice. Client is responsible for clinical review/approval
- Accessibility (WCAG 2.2 AA) remediation can be included in growth sprints or scoped separately
- PHI must not be transmitted through growth workflows unless a BAA is in place and approved processes are used
11) Reporting & KPIs
Monthly reporting focuses on appointments/conversions, local pack visibility, organic traffic & engagement, entity/schema coverage, and Core Web Vitals.
Experiment results and next-month actions are documented in each report.
12) Holidays & Off-Hours
Observed holidays: New Year’s Day, MLK Jr Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans Day, Thanksgiving (Day Before/Day Of/Day After), Christmas (Day Before/Day Of/Day After).
13) Proposal Validity
Growth retainer proposals are valid for 30 days from the submission date.
Need Information on Our Managed Support? Hosting, security, platform maintenance, and incident response are covered under our separate
Hosting & Support SLA.
Remedy CMS by E-dreamz
Platform Implementation Terms & Conditions (2025)
Last updated: September 3, 2025
1) Parties; Order of Precedence
These Terms and Conditions (“Terms”) govern Services provided by E-dreamz, Inc. (“E-dreamz”) to the customer identified on the applicable Proposal, Order Form, Statement of Work or Change Order (each, an “Order,” and collectively, the “Agreement”). If there is a conflict among documents, the following order of precedence applies: (1) Change Order (for the change it governs), (2) Order Form/Proposal pricing table, (3) these Terms, (4) any referenced Service Guides or Policies.
2) Definitions
- Deliverables: Front-end templates, styles, scripts, configurations, and other project outputs created for Client as specified in the Order.
- Platform: The proprietary Remedy CMS software and managed hosting stack owned by E-dreamz.
- Launch (or Go-Live): Public DNS cutover to the new site or written sign-off by Client to launch.
- Prototype Delivery: Delivery of a functional staging site for Client review.
- Managed Support (SLA): Ongoing operational care of the Platform and Client site, per the Hosting & Support Service Guide (response targets, uptime, RTO/RPO, credits).
- Growth Retainer: Optional monthly program for SEO/AEO/GEO, content and CRO.
- BAA: Business Associate Agreement governing PHI handling (when applicable).
3) Scope of Work
E-dreamz will provide the Services and Deliverables described in the Order (sitemap/definition, design track, development/configuration, content migration bundle, QA, deployment). Any work not expressly included is out of scope and will require a Change Order.
4) Client Responsibilities
Client will appoint one (1) authorized Client Contact with decision-making authority to coordinate reviews, approvals, and materials. Client will (a) supply content, brand assets, and timely feedback; (b) secure third-party accounts, licenses, and credentials required for integrations; and (c) ensure provided content complies with applicable law.
5) Fees; Billing; Invoicing
- One-time project fees begin at project initiation as stated in the Order (e.g., deposit/milestones).
- Monthly license/hosting/support fees begin at Launch, or, if Client delays Launch, 60 days after Prototype Delivery.
- If a split payment schedule is agreed, the final project invoice issues upon completion of design/development as defined in the Order (not contingent on Client’s content readiness).
- Invoices are due upon receipt unless otherwise stated.
6) Change Management; Overage Rates
When included hours or content bundles are exhausted, additional work is (i) authorized in writing via Change Order and (ii) billed time & materials at E-dreamz’s then-current rates. For convenience, E-dreamz may package work in 10-hour blocks or number of web pages at the prevailing rate. Rates may be updated with 30 days’ notice for future work.
7) Suspension for Non-Payment
If any amount is 30+ days overdue, E-dreamz may suspend Services (including project work, hosting, and support) after notice and until full payment is received. Suspension does not waive any fees due during the suspension period.
8) Platform License; Ownership; IP
- Platform. Remedy CMS and all underlying software, architecture, and tools are owned by E-dreamz and licensed to Client non-exclusively for the Term, solely to operate Client’s site on E-dreamz-approved infrastructure. No source code to the Platform is provided.
- Deliverables. Upon payment in full, Client owns the front-end Deliverables (e.g., CSS, JS, Blade/HTML templates, custom graphics) other than the Platform and third-party materials.
- Data. Client owns all Client Data stored or entered into the site.
- Third-Party Materials. Stock assets, fonts, scripts, plug-ins, or SaaS components are licensed per their vendor terms and remain the property of their owners.
9) Hosting & Managed Support (SLA)
If Client purchases upgraded hosting and/or Managed Support, E-dreamz will provide services per the Hosting & Support Service Guide (incorporated by reference), including:
- Uptime targets aligned to plan tier (e.g., 99.98% / 99.95% / 99.9%)
- Response targets by severity (P1/P2/P3), RTO/RPO objectives, backup cadence
- Covered tasks (security updates, platform maintenance, monitoring, backups, minor content/UX changes within included hours) and exclusions (net-new modules, integrations, major redesigns)
- Service credits as the sole remedy for missed uptime/response targets
10) Growth Retainer (Optional)
Growth Retainer work (SEO/AEO, local, content, CRO, experiments, analytics) is planned in monthly sprints against mutually agreed KPIs and is separate from Managed Support. Activities, hours, and deliverables for Growth are described in the applicable Order.
11) Security, Privacy & HIPAA
E-dreamz uses commercially reasonable administrative, technical, and physical safeguards appropriate for hosted healthcare marketing sites. PHI must not be collected, stored, or transmitted through the Remedy CMS platform. As a general rule, E-dreamz integrates 3rd party compliant data handlers at the Client's request for all Remedy CMS implementations to appropriately collect and transmit PHI. As such, a BAA is typically unnecessary for general use of Remedy CMS. When applicable, a BAA can be executed between E-dreamz and the Client. Client is responsible for (i) content and data it submits, (ii) workflows/forms it requests, and (iii) maintaining privacy notices and patient consents required by law.
12) Payments & PCI
If accepting payments, Client must use third-party, hosted payment processors (e.g., Stripe, PayPal, HostedPCI). The site is not a “Validated Payment Application,” and the hosting is not certified under PA-DSS. Client assumes responsibility for its merchant accounts and PCI obligations with its chosen processor.
13) Accessibility
E-dreamz designs to WCAG 2.2 AA intent for platform components within scope. Accessibility audits and remediation beyond baseline are available as add-ons. Client is responsible for ensuring ongoing accessibility of Client-authored content.
14) Browser & Device Support
Front-end is optimized for current versions (at project kickoff) of Chrome, Safari, Firefox, Edge on modern desktop and mobile OSes. Admin tools are not guaranteed for mobile authoring. Internet Explorer (including Compatibility Mode) is not supported. Future browser changes may require additional billable work.
15) Content & Migration
Unless otherwise stated, Client provides all production content. The project includes a baseline content migration bundle as stated in the Order (e.g., ~25 pages). Additional migration/optimization is available in per-page bundles.
16) Third-Party Services & Integrations
Client maintains direct accounts and billing for third-party services (EHR, SSO, CRM, maps, analytics, review syndication, etc.). E-dreamz is not liable for vendor outages, changes, or defects. Integration work beyond configuration of existing Platform connectors is out of scope unless expressly stated.
17) Acceptance; Limited Warranty
- Acceptance occurs upon (a) Launch or (b) Client’s written approval of a milestone Deliverable, whichever comes first for that component.
- Limited Warranty (Defects). For 90 days after Launch, E-dreamz will correct reproducible defects in the Deliverables that cause material failure to conform to the agreed specifications. This warranty excludes issues caused by third-party services, Client changes, content errors, or use outside documentation.
- Continued fixes and enhancements after the warranty window are covered under Managed Support (SLA) or billed T&M.
18) Disclaimer
EXCEPT AS EXPRESSLY STATED, THE PLATFORM, SERVICES AND DELIVERABLES ARE PROVIDED “AS IS.” E-DREAMZ DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
19) Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW: (A) NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES (INCLUDING LOST PROFITS, REVENUE, OR DATA), EVEN IF ADVISED OF THE POSSIBILITY; AND (B) EACH PARTY’S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THE AGREEMENT SHALL NOT EXCEED THE AMOUNTS PAID OR PAYABLE BY CLIENT TO E-DREAMZ IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY. THESE LIMITATIONS APPLY REGARDLESS OF THE THEORY OF LIABILITY.
20) Insurance
Each party will maintain commercially reasonable insurance appropriate for its obligations (e.g., CGL, professional liability, cyber/privacy where applicable).
21) Indemnification
- By Client: Client will defend, indemnify, and hold E-dreamz harmless from third-party claims arising from (i) Client content, data, or unlawful use; (ii) Client’s breach of the Agreement; or (iii) Client’s willful misconduct.
- By E-dreamz: E-dreamz will defend, indemnify, and hold Client harmless from third-party claims alleging that the Deliverables (excluding Client content and third-party materials) infringe U.S. IP rights. E-dreamz may, at its option, procure rights, modify, replace, or refund depreciated value of the affected Deliverable.
22) Independent Contractor; Publicity
The parties are independent contractors. With Client’s consent (not unreasonably withheld), E-dreamz may reference Client’s name, logo, and high-level project description in portfolio and case studies.
23) Term; Termination
- Term: The Agreement starts on the Effective Date and continues through completion of project Services and any active monthly Services.
- Termination for Cause: Either party may terminate for material breach not cured within 30 days of written notice. Either party may terminate for bankruptcy/insolvency events.
- Early Termination (Monthly Services): Client may terminate monthly Services for convenience with 60 days’ written notice; fees remain due through the notice period.
- Effect: Upon termination, Client will pay for Services performed and fees accrued through the effective date. E-dreamz will provide a reasonable wind-down, return Client Data, and disable access as appropriate. Sections intended to survive (License limitations, Payment, Confidentiality, IP, Warranty, Disclaimers, Liability, Indemnity, Governing Law, etc.) will survive.
24) Confidentiality
Each party may use the other’s Confidential Information solely to perform under the Agreement and will protect it with reasonable care. Exclusions: information that is public, already known, independently developed, or rightfully received from a third party without duty of confidentiality.
25) Compliance; No Guarantee of Business Results
E-dreamz will perform Services in a professional manner in accordance with applicable law. Client acknowledges that business outcomes (traffic, rankings, appointments, revenue) depend on many factors outside E-dreamz’s control and are not guaranteed.
26) Service Levels; Credits
E-dreamz will use commercially reasonable efforts to minimize disruptions. Client’s sole and exclusive remedy for SLA failures is service credits described in the Hosting & Support Service Guide.
27) Force Majeure
Neither party is liable for delays or failures caused by events beyond its reasonable control (including natural disasters, acts of government, war, terrorism, labor actions, major Internet outages, or provider failures), provided it uses reasonable efforts to mitigate.
28) Notices
Legal notices must be in writing and sent to the addresses in the Order (with a copy by email). Notices are deemed given when received.
29) Governing Law; Venue
These Terms are governed by the laws of North Carolina without regard to conflict of laws. The parties consent to exclusive jurisdiction and venue in the state and federal courts of Mecklenburg County, North Carolina.
30) Assignment; Severability; Waiver; Entire Agreement; Counterparts
Neither party may assign the Agreement without the other’s consent, except to an affiliate or in a merger/sale of substantially all assets (with notice). If any provision is held invalid, the remainder remains in effect. Failure to enforce is not a waiver. The Agreement constitutes the entire agreement and supersedes prior proposals and NDAs on the same subject (except BAAs). It may be executed in counterparts and via e-signature.
Remedy CMS Managed Support (SLA)
Website Hosting & Operational Support Service Level Agreement
(Infrastructure operated by E-dreamz / “Echo by E-dreamz”)
Last updated: September 3, 2025
1) Scope & Relationship to Master Terms
This Service Level Agreement (“SLA”) describes uptime targets, response commitments, maintenance practices, and service credits for the hosted Remedy CMS production environment and operational support (“Managed Support”). It is incorporated by reference into the parties’ master agreement/Order. Capitalized terms follow the master agreement unless defined here.
Managed Support covers platform care (security updates, monitoring, backups), break/fix, and light content/UX changes within included hours. Proactive marketing work (SEO/AEO/GEO, content, CRO, experiments) is out of scope and offered via the optional Growth Retainer.
2) Plans & Targets
Plan |
Uptime Target (Monthly) |
Support Hours |
Coverage |
Included Hours |
RTO |
Backups & Retention |
Essentials |
99.90% |
Mon–Thu 7:00a–4:00p ET |
Email/Ticket support during standard working hours |
4 hours per month |
RTO 8 hrs |
Daily backups; 30-day retention |
Growth |
99.95% |
Mon–Fri 7:00a–5:00p ET |
Email/Ticket support, escalation & after-hours on best effort |
15 hours per month |
RTO 4 hrs |
Daily backups; 90-day retention |
Enterprise |
99.99% |
Mon–Fri 7:00a–5:00p ET |
Dedicated account manager & SRE contact |
25 hours per month |
RTO 2 hrs |
Daily backups; 6-month retention |
Notes
- Included Hours are for small changes (content edits, minor UX, light bug fixes). Larger enhancements, features, and integrations will be billed as standard maintenance or included in a Growth Retainer.
- RTO (Recovery Time Objective) targets restoration to service.
3) Definitions
- Scheduled Maintenance Window: Weekdays 04:00–07:00 ET (zero-downtime where possible).
- Emergency Maintenance: Unplanned maintenance to address active vulnerabilities, stability, or incidents.
- Downtime: Minutes when the production site is unresponsive or returns server errors for two consecutive checks by our synthetic monitoring.
- Permitted Downtime (excluded from Downtime) includes:
- Scheduled or emergency maintenance; 2) Force Majeure events; 3) Failures in third-party networks, DNS, CDN, or providers outside our reasonable control; 4) Issues caused by Client changes not authorized by E-dreamz; 5) Client’s failure to follow recommended configurations or apply agreed changes; 6) Security events triggered by Client-installed code or third-party scripts; 7) DDoS or abuse mitigations where the platform is up but rate-limited for safety.
- Business Hours: Mon–Thur 7:00 AM – 4:00 PM Eastern, excluding US holidays.
4) Monitoring & Measurement
- Uptime measured by multi-region synthetic checks (1–5 minute intervals; 2 consecutive failures constitute a Downtime event).
- Measurement excludes Permitted Downtime and begins when an incident ticket is opened or the monitoring alert triggers, whichever is earlier.
- E-dreamz will provide incident postmortems for P1 events.
5) Incident Severity & Response Targets
Severity Definitions
- P1 Critical: Site down or materially unusable; patient forms/scheduling unavailable; confirmed data breach or PHI exposure risk.
- P2 High: Key function degraded (e.g., provider search, location finder, portal linkouts) with material business impact; no feasible workaround.
- P3 Normal: Non-critical defect, cosmetic issues, routine content or UX changes.
- P4 Planned: Scheduled updates/enhancements.
Response Targets (Acknowledge & Engage)
Plan |
P1 |
P2 |
P3 |
Essentials |
4h acknowledge during Business Hours; after-hours best effort |
1 business day |
2 business days |
Growth |
2h acknowledge during Bussiness Hours (and Fridays); status updates ≤90m until mitigation |
Same business day |
1 business day |
Enterprise |
1h acknowledge 24×7 + immediate on-call engagement; status updates ≤60m; exec comms as needed |
4 business hours |
1 business day |
Resolution: We work continuously to restore service; resolution times depend on root cause. RTO targets (Section 2) apply for restores.
6) Security & Compliance
- TLS for in-transit encryption; encryption at rest on supported tiers.
- WAF and DDoS protections at the edge (where applicable).
- Vulnerability management with priority patching of critical CVEs; emergency maintenance may be invoked.
- HIPAA/PHI: PHI handling requires an executed BAA and approved secure workflows (e.g., hosted forms using compliant providers). Without a BAA, PHI must not be collected or stored.
7) Backups & Disaster Recovery
- Backups per plan (Section 2); restores initiated via ticket.
- Quarterly restore tests at Enterprise; semi-annual at Growth.
- Geographic redundancy and snapshot replication on Enterprise (where supported by the stack).
- Client may request data exports (reasonable assistance provided; large exports may be billable).
8) Maintenance & Change Management
- Planned maintenance is announced ≥72 hours in advance.
- Emergency maintenance notifications are sent promptly with progress updates.
- Change windows prefer zero-downtime deployments; blue/green or rolling strategies are used where feasible.
9) What’s Included vs. Excluded
Included (Managed Support):
- Platform updates, security patches, dependency maintenance
- Uptime monitoring, alerting, and incident response
- Backups/restore assistance
- Minor content edits and UX tweaks within included hours
- Core Web Vitals watchlist and basic remediation guidance
Excluded (requires Change Order or Growth Retainer):
- New modules/features, template redesigns, net-new integrations (EHR/SSO/CRM/scheduling)
- Large content migrations or bulk data operations beyond the included bundle
- CRO experiments, landing pages, SEO/AEO strategy, copywriting (Growth Retainer)
- Third-party vendor defects or outages
10) Service Credits (Remedies)
10.1 Uptime Credits
If Actual Uptime Percentage for a calendar month falls below the plan target (after excluding Permitted Downtime), Client may request a credit applied to the next invoice for Hosting + Managed Support fees (license and pass-through fees excluded). Requests must be submitted within 10 calendar days after month end, citing incident/ticket numbers. Credits are not automatic.
Credit Schedules by Plan
- Essentials (Target 99.90%)
- 99.0%–99.89% → 5% credit
- <99.0% → 10% credit
- Growth (Target 99.95%)
- 99.80%–99.949% → 5% credit
- 99.50%–99.799% → 10% credit
- <99.50% → 15% credit
- Enterprise (Target 99.99%)
- 99.90%–99.989% → 5% credit
- 99.50%–99.899% → 10% credit
- <99.50% → 20% credit
10.2 P1 Response Miss Credits
If a P1 incident acknowledgment exceeds the plan’s target by more than 1 hour, Client may claim an additional 5% credit for that month; two or more P1 response misses → 10% (combined with uptime credits, total monthly credits are capped at 25% of Hosting + Managed Support fees).
10.3 Limitations
Credits are the sole and exclusive remedy for SLA failures. Credits are not cash refunds, are non-transferable, and require Client’s account to be in good standing.
11) Support Channels & Escalation
- Help Desk/Tickets (primary): help@e-dreamz.com or edreamz.com/help
- SRE/Account Manager (Growth/Enterprise): Dedicated account contact to be provided
- Escalation Path: Support → Duty Engineer → SRE/Platform Lead → Executive Sponsor (Enterprise)
12) Reporting & Reviews
- Quarterly business reviews (Growth/Enterprise) covering KPIs, stability & performance, and roadmap.
13) Customer Responsibilities
- Provide and maintain current technical contacts and escalation numbers.
- Refrain from unapproved code changes to production.
- Maintain direct accounts for third-party services (DNS, CDN, processors, EHR, etc.).
- Follow security best practices (strong admin credentials, 2FA, least-privilege).
14) Force Majeure
Events beyond E-dreamz’s reasonable control (e.g., natural disasters, widespread Internet or cloud provider outages, DDoS, war, labor actions) are excluded from Downtime and credits.
15) SLA Updates
E-dreamz may update this SLA with 30 days’ notice. Material reductions to SLA commitments will not apply to Client’s current term without Client’s written consent.