Website Maintenance - Terms and Conditions

Website Maintenance Services Terms & Conditions

By paying for our monthly maintenance package, you agree to the following:

Scope of Services

  • Updates: We will apply updates to WordPress plugins and core files once per month on average unless a critical vulnerability is identified. In such cases, updates will generally be conducted within 72 hours of the identification of the vulnerability being detected but we can’t guarantee that.
  • Malware Scanning: We will perform daily malware scanning to maintain the security and integrity of your website. If the case arises that Malware has been found on the website Kinsta provide a free cleaning service as part of their hosting packages. If for whatever reason they can’t fix the hack we will then endeavour to fix the issue.
  • Uptime Monitoring: We will monitor the uptime of your website every 5 minutes to ensure continuity of service and to provide immediate notification in the event of site downtime. If the site goes down we will liaise with the web host to get the website back up.
  • Daily Backups: We will perform daily backups of your website to ensure a recent and functional version can be restored in the event of critical issues or data loss. Backups are kept for 30 days only.

Fees and Payment

The cost for our maintenance package is £99 plus VAT per month, payable in advance. Payments are due on receipt of the invoice. Additional development or changes beyond the scope of our Services will be performed on an ad-hoc basis at a rate of £400 per day plus VAT.

Support Hours

Maintenance support is provided from 9:00 am to 4:00 pm (UK Time), Monday through Friday. We do not provide support outside of these hours or on weekends.

Termination

You are free to cancel the maintenance service at any point.

Confidentiality

Both parties agree to keep all knowledge and information concerning the other’s business confidential.

Limitation of Liability

We can’t guarantee uptime or that the site won’t be compromised at any point during the maintenance period.  We also can’t be liable to you or any third party for damages, including lost profits, lost savings or other incidental, consequential or special damages arising out of the operation of or inability to operate this web site and any other web pages, even if you have advised us of the possibilities of such damages.

Governing Law and Venue

These terms and conditions shall be governed by and construed in accordance with the laws of English and Welsh courts. Any disputes arising out of these terms and conditions shall be settled under exclusive jurisdiction of English and Welsh courts.

Website Downtime Protocol

In the event of website downtime, the following process will be adhered to:Upon detection of website downtime, we will first determine the nature of the problem based on the HTTP error code presented.

  • Website Issues: If the HTTP error code indicates that the issue is with the website (such as error codes 4xx and 5xx), we will promptly start troubleshooting and attempt to resolve the issue as quickly as possible. The actual resolution time may vary depending on the nature and severity of the problem.
  • Hosting Issues: If the HTTP error code suggests that the issue is with the hosting (such as error codes 2xx and 3xx), the responsibility of resolving the issue rests with your web host. In such cases, you will need to liaise with your web host to rectify the problem. We will provide guidance on how to communicate the problem to your web host, but we cannot directly intervene in these situations.

Please note that while we strive to provide as much assistance as possible, we are not responsible for problems arising from third-party services, including but not limited to, your web hosting provider.

WordPress and Plugin Updates

In the course of maintaining your website, updates to WordPress core files and plugins will be required. While these updates are crucial for the functionality, security, and performance of your website, there may be occasions where such updates may cause issues or disruptions. This can include minor functionality issues or in rare cases, it may temporarily break the website.Upon detection of such an issue, we will take one of the following courses of action:

  • Roll back to the previous, stable version of WordPress or the relevant plugin(s).
  • Contact the plugin author or the WordPress support community to resolve the issue.

However, we must stress that the timeframes for resolution cannot be guaranteed, as this often involves liaising with third-party software providers who operate on their own schedules. As such, we cannot be held responsible for the delays caused due to third-party response times.

By purchasing our maintenance packages, you acknowledge that you have read, understand, and agree to be bound by these terms and conditions. If you do not agree with these terms and conditions, you should not purchase our maintenance packages.

Please note that these terms and conditions are subject to change without notice, and the continued use of our Services following any changes signifies your acceptance of those changes.