GLIDE Support Statement of Work (SOW)


Welcome! This page outlines what’s included—and what’s not—in GLIDE’s support services. We keep things flexible, transparent, and collaborative, but clear boundaries make the best partnerships.


What We Do

Here’s what’s covered under GLIDE support. These services are offered through individual support or maintenance tickets, billed hourly.

  • Maintenance & Fixes: Bug troubleshooting, plugin/theme updates, fixing broken links or forms
  • Content & Layout Edits: Swap images/text, update bios/events, minor layout tweaks using existing styles
  • Analytics: GA tracking code setup, tag installation, event verification
  • QA & Testing: Staging environment testing, cross-browser/mobile responsiveness checks
  • Publishing Support: Post blogs, upload files, update media assets
  • General Guidance: Plugin recommendations, basic UX/content suggestions, next-step scoping help


What We Don’t Do

Some tasks fall outside the scope of standard support. These include:

  • Website Redesign & Creative: Full redesigns, major visual overhauls, or writing new content
  • Tech & Infrastructure: Email setup, DNS or server issues, MySQL/database management, regulatory compliance
  • AI Use Disclaimer: GLIDE may use AI tools like ChatGPT. Generated content is governed by OpenAI Business Terms, not GLIDE’s MSA warranties


Client Responsibilities

To deliver efficient support, we need a few things from you:

  • Provide valid login credentials (registrar, hosting, FTP, CMS)
  • Add GLIDE as an authorized user on third-party tools
  • Submit requests via approved SLA channels
  • Provide content, images, and files needed for your request


Working Hours & Rush Requests

  • Hours: Monday–Thursday, 9:00 AM – 5:00 PM CT
  • Closed: Fridays and holidays
  • Rush Fees: 50% additional charge applies to urgent/out-of-scope/after-hours work
  • Meeting Availability: Tuesdays & Thursdays (M/W are reserved for focus time)
If you have additional questions about how we prioritize and respond to requests, please refer to our Service Level Agreement (SLA)


Fees, Expenses & Payment Terms

  • Rate: $150/hour (time & materials)
  • Billing: Start of the month for previous month’s work
  • Payments: Per your MSA terms
  • Additional Costs: You cover licenses, stock assets, or tools if needed (we’ll guide you or request approval first)


Need to submit a support request?

Click here to access the support portal »