Elite Management Master Agreement

This Master Agreement sets out the standard Elite Management service terms for Good Ground Serves LLC / SiteHeros. The accepted Order identifies Client, authorized contacts, the selected level, service scope and payment schedule. Publication of this Agreement is not execution of a customer order.

Current Elite Management is available only for purchases primarily for business, commercial, professional, nonprofit, association or organizational purposes. Eligible purchasers include corporations, LLCs, partnerships, nonprofits, associations, organizations, sole proprietors, independent professionals and natural persons purchasing primarily for business/professional use. Current Elite is not offered for purchases primarily for personal, family or household use.

1. Agreement structure and precedence

This Agreement governs Elite Management. It incorporates:

• the accepted Order and Elite Management Service Schedule;
• the Elite Billing & Commitment Schedule;
• each executed Statement of Work (“SOW”) and Change Order;
• the Onboarding & Client Responsibilities Schedule;
• the Offboarding & Data Return Schedule;
• the SiteHeros Terms of Service, Privacy Policy, Acceptable Use Policy, Security Statement, Billing Policy, Electronic Communications & Signature Consent, and applicable DPA.

A signed amendment controls over conflicting documents. The accepted Order or statement of work controls project-specific scope, fees and dates; the service schedule controls the applicable service; this Agreement and the Terms of Service govern remaining subjects. The Data Processing Addendum controls its data-processing subject matter, and mandatory law and executed transfer clauses retain their required priority. A later general website update does not silently amend an executed commercial term.

2. Elite Management

Elite Management is one vertically integrated service. The selected service level combines a dedicated hosting foundation, website class and approved design/development scope, website care, active management, Business Applications/WebOps environment, reporting, onboarding, ordinary migration/launch operations, and review cadence where applicable.

Elite is not an unlimited retainer, staffing arrangement, employment relationship, law/accounting/security certification service, or transfer of SiteHeros’ platform. Client may not unbundle, substitute, resell, or bank included components unless the Order expressly allows it.

3. Selected service

The accepted Order identifies the selected Elite level, payment path and recurring price; the waived setup/onboarding amount; the agreed Website Build amount, Activation Payment and remaining payment schedule; service start and renewal terms; website/build scope; dedicated resources; review cadence; authorized sites, domains and environments; and Client’s authorized contacts.

Before a deferred Website Build payment arrangement is approved, Client must affirm the primary business/professional purpose and the signer’s authority.

4. Commencement and setup

The Agreement becomes binding only after authorized acceptance, required electronic consent, valid signature, successful initial payment or approved credit, and SiteHeros confirmation. Setup/onboarding is a priced service even when waived. A waiver does not eliminate the work, reduce its value, or create a cash credit.

Recurring Service begins on the trigger in the Order, which may be signature, payment, onboarding start, provisioning, or another objective event. Client-caused or third-party delay does not automatically defer fees or extend the commitment unless the Order says so.

5. Service delivery

SiteHeros will perform the included scope with reasonable professional care, using staff, contractors, automation, software, and providers as appropriate. SiteHeros controls the manner, sequencing, tools, staffing, and technical approach, subject to the Agreement, Client approvals, law, safety, and material requirements.

SiteHeros may prioritize security, availability, legal, provider, incident, recovery, and dependency work ahead of discretionary requests. Estimates and schedules depend on timely Client inputs and are not guarantees unless expressly stated.

6. Website development and evolution

Included design/development is bounded by the selected level, approved architecture, website class, active workstream limits, accepted requirements, and available service period. The Service Schedule or SOW must identify pages/templates, structured content, forms, integrations, migrations, milestones, exclusions, acceptance, and handoff.

Large or unusual ecommerce, membership, directory, API, multilingual, data, application, UX, PHP/JavaScript, integration, migration, recovery or regulated scope requires a Custom Website / Development Addendum or SOW. Custom work remains outside the fixed public packages.

7. Care and continuity

“Care” includes the maintenance, updates, security, backup/recovery, monitoring, performance, technical quality, and continuity functions identified in the Service Schedule. Controls reduce risk but do not guarantee uninterrupted operation, perfect security, successful recovery, compatibility, accessibility, compliance, ranking, or outcomes.

8. Active management

“Management” includes approved content, pages, images, forms, publishing, calls to action, conversion work, structured content, supported integrations, and website evolution within scope. It does not include unlimited requests, original long-form copy, brand strategy, advertising, legal review, continuous emergency availability, unsupported vendors, or unapproved regulated-data work.

Client requests are queued and sequenced based on level, dependencies, active workstreams, risk, and availability. Review meetings, research, QA, reporting, troubleshooting, vendor coordination, content handling, revisions, and rework are real Service activities.

9. Requests, proofs and approvals

Client must submit requests through the approved system with one authorized decision-maker, objective, source material, required date, dependencies, and approval authority. Unless the SOW says otherwise, a request includes one proof and one consolidated revision. Fragmented feedback, changed direction, new requirements, or post-approval rework is a new request or Change Order.

Client approvals are binding operational instructions when given by an authorized contact. SiteHeros may seek written confirmation for publication, destructive action, DNS/domain, payment, privacy/security, accessibility, regulated data, high-risk integration, or material scope decisions. Silence is not approval.

10. Client responsibilities

Client will:

• provide accurate identity, authority, objectives, content, policies, licenses, access, credentials through approved channels, brand assets, technical/vendor information, and timely consolidated decisions;
• designate one empowered primary decision-maker and backups;
• ensure Client Materials and business practices are lawful, accurate, accessible as required, properly licensed, and approved;
• maintain secure users, endpoints, MFA/recovery, source records, domain/registrar control, independent business continuity, and required insurance;
• disclose regulated/sensitive data, ecommerce, subscriptions, employment, health, financial, childcare, accessibility, and other material legal risks before work;
• review deliverables and test business-critical functions; and
• pay fees and cooperate with providers, migrations, incidents, renewals, and offboarding.

11. Customer content and legal compliance

Client is the publisher, merchant, employer, service provider, advertiser, and controller/business for its operations unless a signed document assigns a different role. Client is responsible for claims, offers, prices, products, accessibility, privacy notices, consent, cookies/tracking, marketing, customer contracts, refunds, taxes, professional/licensing rules, intellectual property, and content permissions.

SiteHeros may flag apparent risks but does not provide legal, tax, accounting, medical, accessibility-certification, or other licensed advice. SiteHeros may refuse to publish or implement material it reasonably believes is unlawful, unsafe, deceptive, infringing, unlicensed, or outside scope.

12. Regulated and sensitive data

Client must not provide full payment-card data, protected health information, government identifiers, credentials, children’s private information, biometric/precise-location/special-category data, or other regulated data through ordinary forms, email, tickets, AI tools, or website features without prior written approval, a supported architecture, contract terms, and safeguards.

A public childcare or youth website may use only approved public/source-ready content and permissions. Elite does not include a child/family record system, patient system, financial custody, or regulated database unless expressly contracted after professional review.

13. Hosting and infrastructure

Every Elite client requires membership on SiteHeros WebOps hosting. The accepted Order identifies the dedicated hosting foundation and customer resource profile. Hosting+ terms apply where incorporated, adjusted for SiteHeros’ managed responsibilities. SiteHeros may use WPMU DEV/Incsub and other providers. Upstream plan names and wholesale economics are not Client entitlements; the Order’s verified customer resource profile controls.

No provider feature, certification, SLA, credit, license, backup, WAF, CDN, monitoring, region, or support benefit is promised merely because available.

14. Domains, DNS, email and third parties

Client remains registrant/owner of its domains and accounts unless the Order expressly states an agency arrangement. SiteHeros may administer domains, DNS, certificates, email routing, analytics, forms, payment, CRM, or integrations only within written authority. Client must retain independent ownership/recovery access.

Third-party terms, fees, limits, outages, data practices, changes, and decisions apply. SiteHeros may replace a provider or implementation for security, continuity, law, support, or equivalent functionality. Material reductions follow the change/remedy process.

15. Security and incidents

The Security Statement and Service Schedule describe intended controls. Client must promptly report suspected compromise and preserve relevant evidence. SiteHeros may isolate systems, rotate access, pause publication, disable components, involve providers, and prioritize incident response.

Incident remediation caused by Client, unauthorized users, customer-selected code, pre-existing compromise, or out-of-scope providers may require additional authorization. Notices follow applicable law, DPA, and contract; SiteHeros does not promise a legal conclusion before facts are known.

16. Privacy and data processing

Each Party complies with privacy law applicable to its role. The Privacy Policy covers SiteHeros’ controller/business processing. The DPA governs qualifying Client-personal-data processing only after execution.

Client provides lawful instructions, notices, consents, rights handling, data minimization, retention, transfer basis, and special-data restrictions. SiteHeros may suspend an instruction that appears unlawful or unsupported and seek clarification.

17. Fees, recurring services and Website Build payments

Client pays the amounts disclosed in the accepted Order and incorporated Elite Billing & Commitment Schedule. The current standard packages are Essential, Pro, Plus and Premium, quoted as complete preset packages. Current standard setup/onboarding fees are waived to $0. Any annual option, price, discount and collection mechanics must be expressly stated in the accepted Order.

The quoted monthly amount is the complete preset package amount, including the applicable Website Build installment. Reference component or Website Build values do not automatically add another monthly Build charge. The accepted Order must identify the agreed Website Build amount and allocation, any expressly required Activation Payment, installment term, payment dates and amount after payoff.

Any Website Build Activation Payment expressly required by the accepted Order is paid upfront and credited dollar-for-dollar against the agreed Website Build amount. It reduces the remaining Website Build balance and is not an extra fee or a setup/onboarding fee.

The Website Build payment obligation may extend for up to 36 months and ends as soon as the Website Build amount is paid in full. It is not a 36-month commitment to ongoing Elite Management services. Paying the Website Build amount early ends that payment obligation early.

Good Ground Serves LLC / SiteHeros retains ownership of the completed Website until the Website Build amount is paid in full. On full payment, ownership of the completed bespoke Website transfers to Client, subject to applicable third-party licenses and retained SiteHeros pre-existing or reusable tools, frameworks, components, software, methods, know-how and intellectual property.

After payoff and ownership transfer, cancellation of ongoing SiteHeros services does not cause Client to lose ownership of the completed Website.

Cancellation of ongoing services does not erase an unpaid Website Build balance. The remaining unpaid Website Build amount is a contractual payment obligation. SiteHeros may provide an itemized payoff/default statement, give required notice and opportunity to cure, and pursue lawful contractual collection and civil remedies. Any acceleration, late fee, finance charge, attorney-fee term or collection cost applies only if expressly disclosed in the signed controlling documents and legally permitted.

The eligible recurring-service guarantee and refunds are governed by the Terms of Service and Billing, Renewal, Cancellation & Refund Policy.

Applies to eligible SiteHeros service fees. See Terms.

18. Scope changes

A scope, priority, assumption, dependency, schedule, site, environment, integration, stakeholder, compliance need, or approved-direction change may require a written Change Order. SiteHeros is not required to begin changed work until scope, price, schedule, risk, and authority are accepted.

19. Intellectual property

Client retains rights in Client Materials and grants SiteHeros a limited license to use them to perform, secure, support, document, and demonstrate the Service as the Agreement permits. Client warrants necessary rights and permissions.

SiteHeros retains its pre-existing and reusable materials, tools, frameworks, software, components, processes, configurations, documentation, methods, know-how and other intellectual property. Ownership of the completed bespoke Website transfers on full payment of the Website Build amount as stated in Section 17. Third-party and open-source materials remain subject to their licenses.

Client receives a nonexclusive license to use embedded SiteHeros Materials with the paid delivered Website for Client’s business and public website operations. No license permits resale or extraction of SiteHeros’ proprietary systems, removal of required notices or competitive reuse.

20. Portfolio use

SiteHeros may identify Client or display final public work only with separate permission. Confidential, regulated, private, security-sensitive, prelaunch, rejected or unpublished material will not be used without written permission.

21. Confidentiality

Each Party will protect nonpublic business, technical, security, customer, pricing, credential, and personal information using reasonable care and use it only for the Agreement. Exceptions include information lawfully public, already known without duty, independently developed, or lawfully received.

Required disclosure is permitted after notice when lawful and reasonable protective steps. Credentials and regulated data require approved methods. Confidentiality obligations survive according to their nature and applicable law, including protection of trade secrets while protected by law.

22. Warranties and disclaimers

SiteHeros warrants it will perform professional services in a workmanlike manner consistent with the agreed scope. A timely substantiated failure is subject to reperformance or the affected-service remedy stated in the controlling Agreement, subject to rights that cannot lawfully be limited.

Except for express warranties, the Service is provided “as is” and “as available.” SiteHeros disclaims implied warranties of merchantability, fitness, title, noninfringement, uninterrupted use, error-free operation, and results to the extent lawful. Nothing excludes a warranty that cannot lawfully be disclaimed.

23. Mutual compliance and indemnification

Each party remains responsible for its own applicable legal duties. Indemnification, defense and settlement procedures follow the Terms of Service unless a signed amendment expressly states otherwise.

24. Limitation of liability

The exclusions, liability cap and exceptions in the Terms of Service apply, unless a signed amendment expressly provides otherwise. Mandatory law, executed transfer clauses and rights that cannot lawfully be limited retain priority.

25. Suspension

SiteHeros may suspend for nonpayment, risk/fraud, unlawful/abusive content, compromise, provider action, resource harm, Client breach, missing authority, unsafe instruction, or legal process. When feasible, SiteHeros will give notice and an opportunity to cure. Urgent protective action may be immediate.

Suspension does not automatically cancel billing, waive commitment, or guarantee data retention. Restoration may require payment, cure, security verification, remediation, provider approval, or Change Order.

26. Termination

A party may terminate for uncured material breach after the applicable notice and cure process, insolvency or cessation as allowed by law, or another express right. Immediate termination may apply to unlawful use, serious security or safety risk, fraud, repeated infringement, or provider or legal impossibility.

Client may cancel ongoing services under the applicable cancellation rules. Cancellation does not erase the remaining unpaid Website Build balance or reverse ownership already transferred after full payoff. See the Elite Billing & Commitment Schedule and Billing, Renewal, Cancellation & Refund Policy.

27. Offboarding

The Offboarding & Data Return Schedule governs final work, access, domains/DNS, exports, licenses, credentials, provider cancellation, data retention/deletion, and transition. Client must cooperate before deadlines. SiteHeros may withhold transferable deliverables only to the extent the Agreement and law permit.

28. Publicity, non-solicitation and personnel

No press release, endorsement, affiliation, partnership or case study without the required consent. No personnel non-solicitation restriction is created by this Agreement.

29. Disputes and governing law

Dispute escalation, governing law and forum follow the Terms of Service unless a signed amendment lawfully states otherwise. Urgent injunctive and other non-waivable remedies remain available as provided there.

30. Notices

Legal notices: legal@siteheros.com.

Client notices: the contacts identified in the accepted Order.

Operational notices may use the WebOps Hub, email, or approved system. A notice is effective under the timing/method stated in the Order. Each Party must update contacts.

31. Electronic agreement

Electronic agreement, signer authority, affirmative acceptance and delivery of executed copies follow the Electronic Communications & Signature Consent. Configuration acknowledgment and delivery/launch approval are not purchase assent or separate payment authorization.

32. General

The Parties are independent contractors. Neither may bind the other. Assignment requires consent except a permitted reorganization/sale with assumption and notice. Force majeure excuses delay, not accrued payment, while effects continue. Invalid provisions are reformed narrowly; waiver must be written; headings aid reading; counterparts/e-signatures are valid; the Agreement is entire agreement.

33. Survival

Payment, ownership/licenses, confidentiality, privacy/security obligations by nature, disclaimers, liability, indemnity, dispute, records, offboarding, and accrued rights survive.