Remedy CMS by E-dreamz, ECHO by E-dreamz
CMS Platform Implementation Terms & Conditions (2026)
Last updated: June 25, 2026
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, Service Agreement, or Change Order (each, an “Order,” and collectively with these Terms, the “Agreement”). If there is a conflict among documents, the following order of precedence applies: (1) Change Order, but only for the change it governs; (2) Order Form, Proposal, or Statement of Work pricing and scope terms; (3) these Terms; and (4) any referenced Service Guides, SLAs, Policies, or similar documents.
2) Definitions
- Client: The customer identified in the applicable Order.
- Services: The implementation, hosting, licensing, support, consulting, design, development, content, SEO/AEO/GEO, accessibility, integration, or other services provided by E-dreamz under an applicable Order.
- Deliverables: Front-end templates, styles, scripts, configurations, content, designs, and other project outputs created for Client as expressly specified in the Order.
- Platform: The proprietary Remedy CMS or ECHO by E-dreamz software, administrative tools, modules, framework, managed hosting stack, and related technology owned or operated by E-dreamz.
- Website: The Client website implemented, hosted, supported, or maintained through the Platform.
- Client Data: Content, files, images, text, databases, form submissions, media assets, and other data provided by or on behalf of Client.
- Launch or Go-Live: Public DNS cutover to the new site, publication of the Website to a production environment, or written approval by Client to launch.
- Prototype Delivery: Delivery of a functional staging site, prototype, or development environment for Client review.
- Managed Support: Ongoing operational care of the Platform and Client site, as further described in the applicable Order or Hosting & Support Service Guide.
- Growth Retainer: Optional monthly program for SEO, AEO, GEO, content strategy, content production, analytics, CRO, or related marketing services.
- Third-Party Technologies: Analytics platforms, tag managers, advertising pixels, cookies, consent management platforms, chat widgets, embedded media, marketing automation platforms, AI services, scripts, SDKs, APIs, SaaS products, payment processors, EHR tools, scheduling platforms, forms platforms, and other externally hosted software, tools, or tracking technologies.
- PHI: Protected Health Information as defined by HIPAA.
- BAA: Business Associate Agreement governing PHI handling, when applicable.
3) Scope of Work
E-dreamz will provide the Services and Deliverables expressly described in the applicable Order. Any work not expressly included in the Order is out of scope and may require a Change Order or separate written authorization.
Unless expressly stated otherwise, the scope excludes legal advice, privacy compliance audits, HIPAA compliance assessments, third-party platform audits, custom integrations, post-launch content creation, ongoing SEO or marketing services, accessibility remediation, and ongoing monitoring of Client-added scripts, tags, pixels, or Third-Party Technologies.
4) Client Responsibilities
Client will appoint one (1) authorized Client Contact with decision-making authority to coordinate reviews, approvals, feedback, and materials. Client is responsible for: (a) supplying accurate content, brand assets, credentials, policies, notices, legal language, and timely feedback; (b) securing and maintaining third-party accounts, licenses, subscriptions, and credentials required for integrations; (c) reviewing and approving Deliverables; (d) ensuring Client-provided content and workflows comply with applicable law; and (e) controlling administrative access to the Website, Platform, and any connected Third-Party Technologies.
Client acknowledges that delays in feedback, content delivery, approvals, third-party access, or required credentials may affect project timelines and do not delay E-dreamz’s right to invoice for completed work or recurring Services.
5) Fees; Billing; Invoicing
- One-time project fees begin at project initiation as stated in the Order.
- Payment Schedule: Unless otherwise stated in the applicable Order, the initial 50% payment is due upon project kickoff. The second 25% payment will be billed upon Prototype Delivery in the staging environment. The remaining 25% is due at project completion and must be received before Launch.
- Project Completion: Project completion means E-dreamz has substantially completed the design and development work described in the Order. Project completion is not contingent upon Client’s content readiness, internal approvals, legal review, or Go-Live date.
- Monthly license, hosting, and support fees begin at Launch or, if Client delays Launch, 60 days after Prototype Delivery unless otherwise stated in the Order.
- Invoices are due upon receipt unless otherwise stated.
- Late payments may result in delayed work, suspension of Services, or delayed Launch.
6) Change Management; Overage Rates
Any changes, additions, revisions, integrations, content migration, design revisions, technical work, support requests, or other services not included in the Order may require written approval and will be billed at E-dreamz’s then-current rates. For convenience, E-dreamz may package work in 10-hour blocks, page bundles, content bundles, or other project blocks. Rates may be updated with 30 days’ notice for future work.
7) Suspension for Non-Payment
If any amount is 30 or more days overdue, E-dreamz may suspend Services, including project work, hosting, licensing, support, content updates, and administrative access, after notice and until full payment is received. Suspension does not waive any fees due during the suspension period and does not extend project deadlines unless agreed in writing.
8) Platform License; Ownership; Intellectual Property
- Platform Ownership. Remedy CMS, including its underlying software, framework, architecture, administrative tools, modules, functionality, database structures, workflows, and related intellectual property, is owned exclusively by E-dreamz. Except as expressly provided herein, no ownership rights in the Platform are transferred to Client.
- Website Ownership. Upon payment in full of all applicable fees, Client owns its Website Deliverables, including approved designs, page layouts, Client content, graphics, and custom front-end templates developed specifically for Client, subject to E-dreamz’s ownership of the Platform and any third-party rights.
- Platform License. E-dreamz grants Client a limited, non-exclusive, non-transferable license to use the version of Remedy CMS and related Platform components delivered as part of Client’s Website solely in connection with Client’s own Website and approved domain(s), subject to the Agreement.
- Termination of Hosting, Support & Updates. If Client discontinues E-dreamz hosting, licensing, maintenance, or support Services, Client may continue using the delivered Website Deliverables as permitted by the Agreement, but will no longer receive software updates, security enhancements, new features, platform improvements, hosting, monitoring, technical support, or other Services unless a new agreement is executed.
- Website Transition Services. Upon request, E-dreamz may assist Client in migrating the Website to a third-party hosting environment. Such services are not included in standard licensing or support fees and will be billed at E-dreamz’s then-current rates. E-dreamz may require that any destination hosting environment meet technical requirements necessary to support the Website and licensed Platform components.
- Restrictions. Client may not sublicense, distribute, lease, resell, market, white-label, reverse engineer, copy, extract, or otherwise make the Platform available for use by third parties. The license granted under this Agreement is limited to Client’s own Website and approved domain(s).
- Client Data. Client retains all right, title, and interest in Client Data.
- Third-Party Materials. Stock photography, fonts, scripts, plug-ins, integrations, APIs, SaaS products, and other third-party materials remain subject to the licensing terms of their respective owners and may require separate subscriptions, licenses, or agreements.
9) Hosting, Monitoring & Uptime
If Client purchases hosting, licensing, Managed Support, or other recurring Services, E-dreamz will provide those Services according to the applicable Order, plan tier, or Hosting & Support Service Guide, which may include:
- Uptime targets aligned to plan tier;
- Response targets by severity;
- Backup cadence, monitoring, and platform maintenance;
- Covered tasks and exclusions; and
- Service credits as the sole remedy for missed uptime or response targets.
10) Monthly Support Retainers
Monthly Support retainers are separate from baseline hosting and platform licensing unless expressly included in the Order. Activities, hours, response targets, and deliverables for Support retainers are determined by the selected plan or support tier. Unused hours do not roll over unless expressly stated in the applicable Order.
11) Security, Privacy, Third-Party Technologies & HIPAA
E-dreamz employs commercially reasonable administrative, technical, and physical safeguards appropriate for hosting and supporting healthcare marketing websites on the Remedy CMS platform.
Protected Health Information (PHI). Remedy CMS is designed as a healthcare website content management platform and is not intended to directly collect, receive, transmit, process, maintain, or store Protected Health Information ("PHI") as defined by HIPAA. Except where expressly agreed in writing, the Remedy CMS platform does not function as a HIPAA-regulated data repository.
Where Client requires website forms, appointment requests, patient communications, or other workflows involving PHI, E-dreamz will, at Client’s request, integrate commercially available third-party services or other secure solutions designated or approved by Client to collect and process such information. PHI submitted through such third-party systems remains the responsibility of the applicable service provider and Client. Unless expressly agreed otherwise in writing, E-dreamz does not access, receive, maintain, or store PHI transmitted through those third-party systems. When applicable and appropriate based upon the Services provided, the parties may execute a separate Business Associate Agreement ("BAA").
Client Prohibition on PHI in Remedy CMS. Client shall not submit, upload, enter, store, or transmit PHI, Social Security numbers, payment card data, medical records, clinical documentation, diagnostic information, or similarly sensitive information directly through Remedy CMS unless expressly authorized in writing by E-dreamz and covered by appropriate contractual, security, and compliance documentation. Client assumes responsibility for any PHI or sensitive information submitted to the Platform in violation of this provision.
Third-Party Technologies. Remedy CMS includes administrative tools that permit authorized users to configure, install, modify, enable, disable, or remove Third-Party Technologies, including analytics platforms, tag managers, advertising pixels, cookies, consent management platforms, chat widgets, embedded media, marketing automation platforms, AI services, scripts, SDKs, APIs, and other externally hosted software or tracking technologies.
Unless expressly included within a separate written Statement of Work or ongoing managed service agreement, E-dreamz does not continuously monitor, audit, validate, or manage Third-Party Technologies after implementation. Such technologies may be added, modified, or removed at any time by Client, its employees, contractors, marketing agencies, consultants, or other authorized administrators using administrative functionality provided within Remedy CMS or third-party accounts.
Client acknowledges that E-dreamz has no practical ability to monitor or control all subsequent administrative changes made within Client’s Website, Platform settings, third-party accounts, analytics tools, tag managers, advertising platforms, or consent management tools and shall not be responsible for changes implemented by persons acting under Client’s authority.
Client is solely responsible for determining which Third-Party Technologies are deployed on its Website and for ensuring their configuration and use complies with all applicable federal, state, local, and international laws, regulations, and industry standards relating to privacy, consumer protection, electronic communications, accessibility, cookies, tracking technologies, artificial intelligence, data protection, and information security, including, where applicable, HIPAA, CCPA/CPRA, GDPR, the California Invasion of Privacy Act ("CIPA"), and similar laws.
Client is further responsible for maintaining appropriate privacy notices, cookie disclosures, consent mechanisms, authorization language, user permissions, patient notices, and internal policies required by applicable law.
Unless expressly engaged under a separate written agreement to provide ongoing compliance monitoring, privacy consulting, or legal compliance support, E-dreamz has no continuing obligation to monitor changes in applicable laws or proactively audit, update, or modify Client’s Website or Third-Party Technologies to maintain compliance with evolving legal or regulatory requirements.
Accordingly, E-dreamz shall not be liable for any claim, investigation, regulatory action, fine, penalty, settlement, judgment, attorney’s fee, or other liability arising from or relating to the selection, implementation, configuration, modification, operation, transmission of data by, or legal compliance of any Third-Party Technology implemented by Client or at Client’s direction, including administrative changes made through Remedy CMS after initial implementation.
Client remains solely responsible for: (i) content and data submitted to the Website; (ii) workflows, forms, and integrations requested by Client; (iii) maintaining required privacy notices, cookie disclosures, consent mechanisms, and patient consents; (iv) controlling administrative access to Remedy CMS and connected third-party accounts; and (v) ensuring the ongoing legal compliance of its Website and any Third-Party Technologies used in connection with the Website.
12) Payments & PCI
If accepting payments, Client must use third-party, hosted payment processors such as Stripe, PayPal, HostedPCI, or another processor approved by Client. The Website and Platform are not a “Validated Payment Application,” and E-dreamz hosting is not certified under PA-DSS. Client assumes responsibility for merchant accounts, PCI obligations, processor configuration, payment workflows, and compliance with applicable payment card requirements.
13) Accessibility
E-dreamz designs platform-controlled components with the intent of supporting WCAG 2.2 AA principles, unless otherwise directed by Client or limited by third-party tools, Client content, budget, scope, or technical constraints. Accessibility audits, manual testing, remediation, PDF remediation, multimedia remediation, and legal compliance reviews are available as add-on Services. Client is responsible for the accessibility of Client-authored content, uploaded files, embedded third-party content, PDFs, videos, third-party widgets, and post-launch administrative changes.
14) Browser & Device Support
Front-end Website functionality is optimized for current versions, at project kickoff, of Chrome, Safari, Firefox, and Edge on modern desktop and mobile operating systems. Administrative tools are not guaranteed for mobile authoring. Internet Explorer, including Compatibility Mode, is not supported. Future browser, operating system, device, search engine, or third-party platform changes may require additional billable work.
15) Content & Migration
Unless otherwise stated, Client provides all production content. The project includes only the baseline content migration, writing, editing, or optimization bundle stated in the Order. Additional migration, rewriting, SEO optimization, AEO/GEO formatting, image editing, PDF work, redirect mapping, schema markup, or content cleanup is available as additional billable work.
16) Third-Party Services & Integrations
Client maintains direct accounts, contracts, billing relationships, permissions, and compliance obligations for all Third-Party Technologies and services, including EHR systems, patient portals, scheduling tools, CRM platforms, maps, analytics, review syndication, chat tools, call tracking, marketing automation, advertising platforms, consent management tools, payment processors, and embedded media.
E-dreamz is not liable for vendor outages, defects, pricing changes, API changes, discontinued services, data practices, security incidents, privacy practices, legal compliance, or functionality changes associated with third-party vendors. Integration work beyond configuration of existing Platform connectors is out of scope unless expressly stated in the Order.
17) Acceptance; Limited Warranty
- Acceptance occurs upon Launch, Client’s written approval of a milestone Deliverable, or Client’s use of the Deliverable in production, whichever comes first for that component.
- Limited Warranty. 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, Client content, browser changes, platform misuse, unauthorized modifications, administrative changes, legal compliance changes, or use outside documentation.
- Continued fixes, enhancements, updates, and improvements after the warranty window are covered under Managed Support, Support retainers, or billed time and materials.
18) Disclaimer
EXCEPT AS EXPRESSLY STATED IN THE AGREEMENT, THE PLATFORM, SERVICES, DELIVERABLES, WEBSITE, HOSTING, SUPPORT, AND RELATED MATERIALS ARE PROVIDED “AS IS” AND “AS AVAILABLE.” E-DREAMZ DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, UNINTERRUPTED OPERATION, ERROR-FREE OPERATION, LEGAL COMPLIANCE, PRIVACY COMPLIANCE, SEARCH ENGINE PERFORMANCE, MARKETING PERFORMANCE, AND BUSINESS RESULTS.
E-dreamz does not provide legal advice. Client is responsible for consulting its own legal counsel regarding privacy, HIPAA, accessibility, advertising, consumer protection, data protection, and other compliance obligations.
19) Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW: (A) NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, PUNITIVE, OR ENHANCED DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOST DATA, LOSS OF GOODWILL, BUSINESS INTERRUPTION, OR COST OF SUBSTITUTE SERVICES, 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, including contract, tort, negligence, strict liability, statute, indemnity, or otherwise, except to the extent prohibited by applicable law.
20) Insurance
Each party will maintain commercially reasonable insurance appropriate for its obligations, which may include commercial general liability, professional liability, cyber/privacy liability, workers’ compensation, or other coverage as applicable. Client is responsible for maintaining insurance appropriate for its business, website operations, patient communications, marketing activities, data practices, and third-party technology use.
21) Indemnification
- By Client: Client will defend, indemnify, and hold harmless E-dreamz and its officers, directors, employees, contractors, agents, successors, and assigns from and against any third-party claims, demands, investigations, regulatory actions, fines, penalties, judgments, settlements, costs, damages, liabilities, and reasonable attorneys’ fees arising from or relating to: (i) Client content, Client Data, or materials provided by Client; (ii) Client’s breach of the Agreement; (iii) Client’s negligence, willful misconduct, or unlawful use of the Services; (iv) Client’s selection, implementation, configuration, modification, or use of Third-Party Technologies; (v) administrative changes made by Client or persons acting on Client’s behalf; (vi) Client’s failure to obtain or maintain legally required notices, consents, authorizations, cookie disclosures, privacy policies, or patient permissions; (vii) Client’s failure to comply with applicable privacy, data protection, consumer protection, accessibility, advertising, HIPAA, or similar laws; or (viii) Client’s submission, storage, or transmission of PHI or sensitive information through the Platform in violation of the Agreement.
- By E-dreamz: E-dreamz will defend, indemnify, and hold harmless Client from third-party claims alleging that the Deliverables, excluding Client content, Client Data, Client instructions, third-party materials, open-source software, and Third-Party Technologies, infringe U.S. copyright or trademark rights. E-dreamz may, at its option, procure rights, modify, replace, or refund the depreciated value of the affected Deliverable.
- Procedure: The indemnified party must provide prompt written notice of the claim, reasonable cooperation, and the right for the indemnifying party to control the defense, provided that the indemnifying party may not settle any claim in a manner that admits fault or imposes non-monetary obligations on the indemnified party without consent.
22) Independent Contractor; Publicity
The parties are independent contractors. Nothing in the Agreement creates a partnership, joint venture, fiduciary relationship, employment relationship, or agency relationship. Neither party may bind the other without written authorization.
With Client’s consent, not unreasonably withheld, E-dreamz may reference Client’s name, logo, website, and high-level project description in portfolios, case studies, sales materials, marketing collateral, and similar materials.
23) Term; Termination
- Term: The Agreement starts on the effective date stated in the Order and continues through completion of project Services and any active recurring 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, receivership, liquidation, or assignment for the benefit of creditors.
- Early Termination of Monthly Services: Unless otherwise stated in the applicable Order, Client may terminate monthly Services for convenience with 60 days’ written notice, and fees remain due through the notice period.
- Effect of Termination: Upon termination, Client will pay for Services performed and fees accrued through the effective date. E-dreamz will provide a reasonable wind-down, return or make available Client Data in a commercially reasonable format, and disable access as appropriate.
- Survival: Sections intended to survive, including payment, license restrictions, intellectual property, confidentiality, privacy responsibilities, warranty limitations, disclaimers, limitation of liability, indemnification, governing law, and venue, will survive termination.
24) Confidentiality
Each party may use the other party’s Confidential Information solely to perform under the Agreement and will protect it with reasonable care. Confidential Information excludes information that is public, already known, independently developed without use of Confidential Information, or rightfully received from a third party without duty of confidentiality.
Client acknowledges that administrative credentials, security details, platform documentation, pricing, proposals, technical architecture, and non-public product information may constitute E-dreamz Confidential Information.
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, including traffic, rankings, conversions, appointments, revenue, AI visibility, search engine performance, page speed scores, and advertising performance, 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 the service credits described in the applicable Hosting & Support Service Guide or Order. Service credits do not apply to outages or delays caused by Client, third-party vendors, DNS providers, registrars, internet service providers, force majeure events, cyberattacks, or unauthorized modifications.
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, power failures, provider failures, cyberattacks, DDoS attacks, supply chain interruptions, or other events outside reasonable control, provided the affected party uses commercially reasonable efforts to mitigate the impact.
28) Notices
Legal notices must be in writing and sent to the addresses stated in the applicable Order, with a copy by email where available. Notices are deemed given when received, except that routine support requests, project communications, approvals, and operational notices may be handled through email, ticketing systems, project management tools, or other normal business channels.
29) Governing Law; Venue
These Terms are governed by the laws of North Carolina without regard to conflict of laws principles. The parties consent to exclusive jurisdiction and venue in the state and federal courts located in Mecklenburg County, North Carolina, for any dispute arising out of or relating to the Agreement.
30) Assignment; Severability; Waiver; Entire Agreement; Counterparts
Neither party may assign the Agreement without the other party’s consent, except to an affiliate or in connection with a merger, acquisition, corporate reorganization, or sale of substantially all assets, provided notice is given. If any provision is held invalid or unenforceable, the remaining provisions remain in effect. Failure to enforce any provision is not a waiver. The Agreement constitutes the entire agreement between the parties regarding its subject matter and supersedes prior proposals, discussions, and agreements on the same subject, except any applicable BAA or written agreement expressly stated to survive. The Agreement may be executed in counterparts and via electronic signature.
31) Technology Standards; Regulatory Changes; Legacy Websites
Unless expressly stated otherwise in a subsequent written agreement, all Deliverables are designed, developed, tested, and implemented in accordance with the generally accepted industry practices, technical standards, browser capabilities, search engine requirements, accessibility guidance, security recommendations, and applicable laws reasonably in effect at the time the applicable Deliverables are completed and accepted by Client.
Client acknowledges that technology standards, browsers, operating systems, search engines, artificial intelligence platforms, accessibility requirements, privacy laws, security standards, and regulatory requirements evolve over time. E-dreamz does not warrant that Deliverables completed under prior agreements will remain compliant with future laws, regulations, standards, technologies, or industry best practices without subsequent updates, enhancements, or remediation services.
Unless otherwise expressly included within an active support agreement or separate written Statement of Work, E-dreamz has no continuing obligation to proactively modify previously delivered websites or Deliverables to accommodate changes in technology, legal requirements, accessibility guidance, privacy regulations, browser behavior, search engine algorithms, artificial intelligence systems, cybersecurity standards, or third-party platform requirements.
For websites implemented prior to the effective date of these Terms, E-dreamz's obligations remain limited to the services expressly provided under the original agreement and any subsequently executed written amendments or support agreements. Nothing in these Terms shall be interpreted as creating retroactive obligations to redesign, remediate, or update previously delivered websites to satisfy standards or legal requirements adopted after the original implementation.
Remedy CMS Monthly Support SLA
Support Plan Terms & Service Guide
Last Updated: June 25, 2026
Overview
Remedy CMS Monthly Support SLAs provide Clients with ongoing access to E-dreamz's design, development, content, SEO, and technical support resources through a predictable monthly retainer. Support Plans are intended to help Clients continually improve and maintain their websites following implementation.
Monthly Support SLAs are optional services and are separate from Remedy CMS hosting, licensing, monitoring, backups, and platform maintenance.
Plan Selection
Clients may select any available Monthly Support SLA offered by E-dreamz. Current plan details, included hours, pricing, response objectives, and available services are published on the E-dreamz website and may be updated from time to time.
Support Plans generally include combinations of:
- Website content updates
- Design enhancements
- UX improvements
- Technical support
- SEO / AEO / GEO optimization
- Accessibility improvements
- Analytics consultation
- Landing page creation
- Content strategy
- Conversion optimization
- General website consulting
The specific services included are determined by the Client's selected plan.
Month-to-Month Service
Monthly Support SLAs are provided on a month-to-month basis.
No minimum contract term is required unless otherwise stated in the applicable Order or Proposal.
Either party may upgrade, downgrade, or cancel a Monthly Support SLA with thirty (30) days written notice.
Changes become effective at the beginning of the next monthly billing cycle following expiration of the notice period unless otherwise agreed.
Included Hours
Support hours represent the amount of E-dreamz production time included within the Client's selected plan.
Unless otherwise stated:
- Included hours do not roll over to future months.
- Unused hours expire at the end of each monthly billing cycle.
- Hours have no cash value and are non-refundable.
- Additional work beyond the included monthly hours will be quoted separately or billed at E-dreamz's current hourly rate unless Client authorizes the purchase of additional support blocks.
General Support Services
Monthly Support Hours are intended for routine website maintenance, operational support, and ongoing optimization activities appropriate for the Client's selected Support Plan.
Unless otherwise specified in the applicable Support Plan, General Support Services may include:
- Website content additions, revisions, and publishing
- Image replacement and light graphic design
- Navigation, menu, and page layout adjustments
- Minor user interface (UI) and user experience (UX) refinements utilizing existing Remedy CMS functionality
- CMS configuration and template updates
- Routine SEO activities applicable to the selected Support Plan
- General website consulting and troubleshooting
General Support Hours are intended for configuration, maintenance, and optimization of existing website functionality. They are not intended for custom software engineering, application development, or large-scale implementation projects unless expressly included within the Client's selected Support Plan.
Active Monitoring
Clients enrolled in applicable Monthly Support Plans receive proactive monitoring of the Remedy CMS hosting environment and underlying platform infrastructure. E-dreamz utilizes automated monitoring systems and operational reviews to identify and respond to issues affecting website availability, hosting performance, and overall platform health.
Active Monitoring may include:
- Website uptime and server availability monitoring
- Server response time and performance monitoring
- Investigation and remediation of hosting or infrastructure-related performance issues
- Monitoring of SSL certificates, backups, scheduled maintenance, and platform health
- Notification of significant hosting or infrastructure events affecting website availability
As part of routine operational reviews, E-dreamz may also identify website configurations, embedded content, third-party technologies, form implementations, tracking scripts, or other website components that may warrant additional review from a privacy, accessibility, security, or regulatory perspective ("Compliance-Aware Notifications").
Compliance-Aware Notifications are provided solely as operational guidance to assist Clients in evaluating potential areas of concern. Such notifications do not constitute legal advice, security auditing, HIPAA, ADA, WCAG, privacy, or regulatory compliance consulting, certification, or monitoring. Client remains solely responsible for determining its compliance obligations and consulting its own legal, compliance, privacy, security, or regulatory advisors.
E-dreamz makes no representation or warranty that Active Monitoring will identify every potential issue or ensure compliance with any applicable law, regulation, or industry standard.
SEO Services
Search Engine Optimization (SEO) services included within Monthly Support Plans vary by Support Plan level. SEO activities are intended to improve the technical health, search visibility, and ongoing optimization of the Client's website and are not a guarantee of search rankings, traffic, leads, or business performance.
Basic SEO Services
- XML sitemap generation and maintenance
- Technical crawlability improvements
- Broken link and redirect corrections
- Missing metadata and image alternative text updates
- General technical SEO maintenance
Standard SEO Services
Includes all Basic SEO Services, plus:
- On-page optimization of existing content
- Title tag and meta description improvements
- Schema and Structured Data implementation or updates
- Internal linking improvements
- AI-assisted content refinement and optimization
- SEO strategy consultation and recommendations
Enhanced SEO Services
Includes all Basic and Standard SEO Services, plus:
- Strategic content development
- Landing page and content expansion
- Comprehensive page restructuring and optimization
- Advanced AI-assisted content creation
- Collaboration with E-dreamz SEO specialists on larger optimization initiatives
SEO services are advisory and implementation-based in nature. E-dreamz does not warrant or guarantee improvements in search engine rankings, AI search visibility, traffic, conversions, or other business outcomes.
Engineering Services
Certain Enterprise Support Plans may include Advanced Engineering Services performed by E-dreamz technical staff. Engineering Services may include custom integrations, APIs, automation, custom workflows, CMS enhancements, reusable website components, custom templates, or other software development activities.
Engineering work remains subject to technical feasibility, production scheduling, available Support Hours, and any additional scoping requirements identified by E-dreamz. E-dreamz reserves the right to recommend a separate Statement of Work or project engagement when a requested enhancement materially exceeds the scope of ongoing Monthly Support Services.
Priority Scheduling
Monthly Support SLA Clients receive priority scheduling over non-retainer support requests.
Priority scheduling does not guarantee immediate completion of requests and is subject to:
- Request complexity
- Current production workload
- Required third-party approvals
- Client responsiveness
- Availability of required credentials or content
Request Process
Support requests should be submitted through E-dreamz's designated support channels.
Each request will be reviewed and assigned to the appropriate design, development, marketing, SEO, or technical resource.
E-dreamz may request additional information before work begins.
Out-of-Scope Requests
Monthly Support SLAs are intended for ongoing website maintenance, improvements, and consulting.
Unless specifically included in the Client's selected plan, the following typically require a separate proposal or Change Order:
- Complete website redesigns
- New website implementations
- Major feature development
- Custom software development
- Enterprise integrations
- Data migrations
- Large-scale content migration
- Accessibility remediation projects
- Privacy or legal compliance consulting
- Emergency recovery resulting from third-party actions
- Services performed by third-party vendors
- Custom engineering, software development, APIs, integrations, automation, custom widgets, templates, or components (unless expressly included within the selected Enterprise Support Plan)
Client Responsibilities
Client is responsible for providing:
- Timely approvals
- Required content
- Images and branding assets
- Third-party credentials
- Administrative access when necessary
- Accurate implementation instructions
Delays in receiving required information may delay completion of support requests.
Third-Party Platforms
Support Plans may include assistance configuring third-party platforms, including analytics platforms, scheduling systems, CRM platforms, review platforms, accessibility tools, consent management platforms, and similar technologies.
Unless expressly stated otherwise, E-dreamz does not warrant or guarantee the functionality, uptime, security, legal compliance, or continued operation of any third-party product or service.
Response Times
Response objectives are based upon the Client's selected Support Plan.
Response times refer to acknowledgement of a request—not completion of the requested work.
Completion timelines vary based upon project complexity, production scheduling, Client responsiveness, and third-party dependencies.
Reasonable Use
E-dreamz reserves the right to consolidate multiple related requests into a single work item and to recommend a separate project when the volume, complexity, or frequency of requests materially exceeds the intended scope of the selected Support Plan.
Strategic Recommendations
As part of the Support SLA, E-dreamz may periodically recommend improvements related to user experience, accessibility, SEO, AI search optimization (AEO/GEO), security, privacy, browser compatibility, analytics, or platform modernization. Recommendations are advisory in nature and are intended to assist Clients in making informed business and technology decisions. Unless otherwise agreed, implementation of recommended improvements will be performed using available Monthly Support Hours, quoted separately, or deferred at the Client's discretion.
Remedy Analytics
Enhanced and Enterprise Monthly Support Plans may include access to Remedy Analytics, E-dreamz's proprietary first-party website analytics platform. Remedy Analytics provides Clients with website traffic, engagement, search performance, and related reporting designed to assist with ongoing website optimization and strategic decision-making.
Unless otherwise specified in the applicable Order or Proposal, E-dreamz retains analytics data for up to twenty-four (24) months, subject to a standard storage allocation of five (2) gigabytes (GB) per Client website, whichever limit is reached first.
When either retention threshold is exceeded, E-dreamz may archive, aggregate, or permanently remove the oldest analytics records as necessary to maintain the standard storage allocation. Clients requiring longer retention periods or additional storage capacity may purchase expanded analytics retention, subject to availability and applicable fees.
Remedy Analytics is intended as an operational reporting and website optimization platform and should not be considered a permanent archival system. Clients are responsible for exporting or preserving any reports or historical data they wish to retain beyond the standard retention period.
Remedy Analytics is an evolving platform currently under active development. Features, reports, data retention policies, and available functionality may change over time as E-dreamz continues to enhance the service. While E-dreamz strives to maintain continuity of reporting, certain features or historical datasets may be modified or retired as part of ongoing platform improvements.
Relationship to Other Agreements
This Service Guide supplements the applicable Remedy CMS Terms & Conditions and any executed Proposal, Order Form, Statement of Work, or Hosting Agreement.
In the event of a conflict, the executed Order or Statement of Work controls, followed by the Terms & Conditions, then this Service Guide.
Updates
E-dreamz may periodically update this Service Guide to reflect changes in available Support Plans, operational procedures, response objectives, or service offerings.
Material changes will apply prospectively and will not reduce services already purchased during an active monthly billing period.
