Website Services / Support Policy
Website Technical Review & AI-Generated Reports Policy
Professional website management. Clear expectations. Support you can depend on.
Last updated: October 28, 2026
At Sage Digital Agency, our priority is to provide reliable, secure, and professionally managed website services within the scope of each client's agreement.
Modern website analysis tools, including AI-powered platforms, can identify potential issues, suggest improvements, and generate technical recommendations. These tools can be valuable, but not every recommendation represents a verified problem or necessary change.
Our managed hosting services support website operations; they do not include unlimited technical consulting, code analysis, or custom development. We classify requests into three categories:
01
Covered Support
Hosting, availability, security, and maintenance issues covered by your plan.
Included in plan02
Technical Findings
AI reports, scanner findings, suspected issues, and code recommendations.
Initial triage03
Custom Development
Enhancements, optimizations, deeper investigations, and code changes.
Quoted separately
01
Covered Website & Hosting Support
Included within your managed service plan, where applicable.
Our managed hosting and maintenance services address operational issues within the scope of your subscribed plan. Examples may include:
- Website downtime or server availability issues.
- SSL certificate and hosting-related problems.
- Server errors or hosting environment failures.
- Security incidents covered by your service agreement.
- Backup or maintenance issues covered by your plan.
- Other technical malfunctions specifically included in your maintenance agreement.
Our commitmentWhen a reported issue falls within your service agreement, our team will investigate and address it according to your plan. We take genuine service issues seriously, regardless of how they are discovered or reported.
02
Technical Observations & AI-Generated Recommendations
Brief preliminary assessment, where appropriate. Additional investigation may be billable.
AI tools, website scanners, and third-party reporting platforms frequently produce recommendations relating to performance, code structure, security, accessibility, analytics, and functionality. Examples include:
- AI-generated website audits and technical reports.
- Suggested JavaScript, CSS, PHP, or HTML changes.
- cURL responses and server configuration recommendations.
- Performance scores and optimization suggestions.
- Suspected downtime inferred from analytics reports.
- Recommendations to restructure existing website features.
- Reports identifying potential warnings or opportunities for improvement.
These findings do not necessarily indicate a malfunction or establish that corrective action is required.
Where appropriate, Sage may perform a brief preliminary assessment of a specific, actionable reported issue, generally without additional charge, to determine whether it appears to fall within the client's service agreement.
This preliminary assessment is limited to determining whether further action is warranted. It does not constitute a comprehensive audit, code review, historical investigation, or diagnostic engagement.
Comprehensive evaluation of third-party reports, line-by-line technical explanations, extensive diagnostic research, and implementation of optional recommendations are not included in standard managed hosting unless expressly specified in your agreement.
Our commitmentIf a finding identifies a legitimate issue within our agreed responsibilities, we will address it accordingly. Additional technical investigations or consulting services outside the agreement may be quoted separately.
03
Custom Development & Website Improvements
Quoted and billed separately unless explicitly included in your plan.
Hosting and maintenance are distinct from ongoing custom development, technical consulting, and optimization services. Examples include:
- Website layout, gallery, and functionality changes.
- Custom code development and modification.
- Advanced website performance optimization.
- Analytics configuration and traffic investigations.
- SEO improvements and technical SEO audits.
- Custom integrations and third-party troubleshooting outside covered services.
- Code refactoring and implementation of AI-generated recommendations.
- Extensive troubleshooting unrelated to an issue covered by the existing agreement.
Our commitmentWe are happy to assist with these improvements and can provide an estimate or defined scope before proceeding with billable work.
Additional Technical Services & Billing
Sage may perform a brief preliminary review of specific reported issues, generally without additional charge, to determine whether they fall within the client's existing service agreement.
Requests requiring more extensive investigation, technical consulting, code review, troubleshooting, optimization, or custom development beyond the services included in the client's plan are separately billable services.
Such work is billed at Sage's prevailing hourly technical consulting or development rates, or under a separately quoted project fee.
No additional billable work will begin without prior client authorization. Applicable rates, scope, and estimated costs will be communicated before work begins.
Issues covered under an existing service agreement will continue to be addressed according to that agreement without additional charges for work already included in the client's plan.
Our Approach to AI-Generated Website Reports
We welcome clients taking an active interest in their websites and using modern technology to better understand their digital presence. However, AI-generated recommendations are not automatically verified technical defects.
An AI system may identify a legitimate problem, an optional optimization, a finding lacking necessary context, or an incorrect conclusion. Our technical team evaluates reported issues based on the actual website environment, available evidence, business impact, and services included in the applicable agreement.
Submitting a technical report, AI-generated recommendation, or third-party audit does not create an obligation for Sage to investigate, explain, implement, or resolve every item contained within it.
Technical recommendations are evaluated when appropriate, not automatically implemented. Sage retains responsibility for determining the appropriate technical approach to its services while honoring its contractual obligations.
Website Monitoring vs. Analytics Reporting
A decline in website traffic, visitor activity, or analytics reporting does not independently establish that a website experienced downtime. Analytics fluctuations can result from:
- Changes in visitor traffic or search visibility
- Analytics tracking or configuration changes
- Cookie consent settings
- Third-party reporting discrepancies
- Seasonal fluctuations or changes in user behavior
Sage uses website and hosting monitoring systems as part of applicable managed services. When availability concerns are raised, we evaluate relevant monitoring evidence and technical information available for the reported period.
Monitoring records are an important source of evidence, although no monitoring system necessarily captures every interruption. More extensive historical investigations, traffic analysis, or analytics troubleshooting beyond the subscribed plan may require a separate technical engagement.
How to Submit a Technical Request
Please submit technical requests through your Sage Control Center support portal. To help our team evaluate your request efficiently, include:
- Affected URLThe specific website page or address involved.
- Issue descriptionWhat is not working, or what you believe requires attention.
- Date and timeApproximately when the issue occurred, if applicable.
- Supporting informationRelevant screenshots, error messages, or technical reports.
You may attach an AI-generated report or third-party analysis. Submitting an entire report does not automatically initiate a comprehensive audit or implementation of every recommendation. Where a report contains numerous findings, Sage may request that the client identify the specific issue requiring attention.
Covered service incidents will be prioritized appropriately. Optional improvements and additional investigations will be reviewed and quoted as needed.
Support Request Resolution & Repeated Submissions
Our support process is designed to resolve genuine issues efficiently while maintaining appropriate boundaries around technical consulting and development services.
Once Sage has completed its initial assessment and determined that no further action is required under the applicable service agreement, the request may be considered resolved.
Repeated submissions concerning the same finding, without new actionable evidence, do not automatically require additional investigation or repeated technical explanations. New, substantive information identifying a potential covered service issue will be evaluated appropriately.
Clients who wish to pursue further analysis, independent verification, or elective technical improvements may request a separately quoted technical engagement.
Sage is not obligated to provide ongoing, unlimited technical consultation or repeatedly reassess previously reviewed recommendations outside the client's service agreement.
A Clear Commitment to Our Clients
Our goal is simple: provide reliable, professional website management while maintaining clear expectations about the services included in your plan.
We stand behind our work and take genuine website issues seriously. We also believe that substantial technical consulting, custom development, and elective improvements should be appropriately scoped and compensated.
These guidelines explain our support classification process. Your applicable service agreement and subscribed plan determine your specific service entitlements and take precedence if any terms differ. Nothing in this policy reduces Sage's obligations under an existing service agreement.
Thank you for trusting Sage Digital Agency with your website.
