Retainer Agreement Template for E-commerce Businesses (UK 2025)
Last updated: February 2025
Why E-commerce Businesses Need a Retainer Agreement
E-commerce retainer agreements provide ongoing access to development, marketing, or operational support resources that keep the online business running smoothly between major projects. These typically cover website maintenance, content updates, SEO monitoring, conversion optimisation, and technical support. The retainer must address seasonal scaling requirements, as e-commerce businesses need significantly more support during peak trading periods, and should include provisions for emergency response to site outages.
Key Clauses for E-commerce
- Monthly support allocation with seasonal scaling provisions
- Emergency response SLA for site outages and critical issues
- Regular reporting on performance metrics and work completed
- Seasonal uplift provisions for peak trading periods
Common Mistakes
- Not including provisions for increased support during peak trading seasons, leaving the business vulnerable during its most critical revenue periods
- Failing to define emergency response procedures and SLAs for critical site issues like checkout failures or payment processing errors
Template Sections
- Monthly support and seasonal scaling schedule
- Emergency response procedures and SLAs
- Performance reporting and review framework
FAQ
How should an e-commerce retainer scale for peak seasons?
Include a seasonal scaling clause that automatically increases the retainer allocation during defined peak periods such as Black Friday week, Christmas, and January sales. Typical models include a fixed uplift of 50-100% for peak months, an on-demand surge option at premium rates, or a blended annual rate that averages peak and off-peak requirements.
What emergency response should an e-commerce retainer include?
Define critical issues such as site downtime, checkout failures, and payment processing errors with a maximum response time of one hour during trading hours. Include an escalation path, out-of-hours contact procedures for weekends and evenings, and a separate emergency budget for critical fixes that does not deplete the standard retainer allocation.
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Get Started FreeThis is guidance for UK businesses, not legal advice. Templates are illustrative. Consult a solicitor for complex matters.
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