Website Maintenance

📄 Terms & Conditions

Website Maintenance Services

This document outlines the terms and conditions governing the website maintenance services provided to the Client.

1. Scope of Work

The Service Provider agrees to perform ongoing website maintenance services for the Client’s WordPress website in accordance with the selected service package.

The scope includes routine technical maintenance, monitoring, and minor updates to ensure the website remains functional, secure, and up to date.

All services are limited to the agreed monthly allocation and package inclusions.

2. Service Inclusions

Depending on the selected package, services may include:

2.1 Technical Maintenance

• WordPress core, theme, and plugin updates (minor updates only)
• Routine website health checks (errors, broken pages, display issues)
• Basic troubleshooting of minor issues

2.2 Content Updates

• Minor text revisions
• Image replacement (no design or image processing)
• Small content adjustments within existing layout

2.3 Monitoring & Reporting

• Monitoring of website performance
• Integration and basic monitoring of analytics tools (e.g. Google Analytics, Search Console)
• Identification of basic SEO or indexing issues (where applicable)

2.4 Backup & Security (Basic)

• Scheduled backups based on the selected package
• Basic security checks (if included in package)

2.5 E-Commerce Support (if applicable)

• Monitoring checkout and transaction flow
• Minor product updates
• Basic troubleshooting of cart/payment issues

3. Service Exclusions

Unless explicitly stated, the following are not included in the service:

• Major bug fixing or website crash recovery
• Troubleshooting caused by plugin/theme incompatibility
• Custom development or feature enhancements
• Website redesign or UI/UX changes
• Advanced SEO services (keyword research, backlinks, content strategy)
• Third-party integrations or API development
• Server/hosting management (unless agreed separately)
• Malware removal or advanced security hardening

Any work outside the agreed scope will be quoted separately.

4. Time Allocation & Usage

• Each package includes a fixed number of service hours per month
• Hours are accumulative within the billing period
• Unused hours do not roll over to the next month
• Additional hours will be billed at the agreed hourly rate

5. Updates & Technical Risks

• Updates are performed using best practices and caution
• However, due to the nature of WordPress ecosystems:
  
  • Compatibility between plugins/themes cannot be guaranteed
• In the event of issues arising after updates:
  
  • The Client will be notified
  • Resolution will be treated as additional work (subject to quotation)

6. Backups & Data Responsibility

• Backups are performed according to the selected package
• The Client is strongly advised to maintain independent backups
• The Service Provider is not liable for:
  
  • Data loss caused by server failure
  • Third-party breaches or hosting issues
  • Pre-existing vulnerabilities

7. Response Time & Support Hours

Response time depends on the selected package:

• Basic: within 24 business hours
• Standard: within 24 hours
• Professional: within 12 hours
• E-Commerce: within 6 hours

Support is provided during business hours unless otherwise agreed.

8. Client Responsibilities

The Client agrees to provide:

• WordPress admin access
• Hosting/server access (if required)
• Access to relevant tools (Analytics, Search Console, etc.)

The Client is responsible for:

• Website content and legality
• Maintaining valid licenses for themes/plugins
• Timely communication and approvals

9. Payment Terms

• Services are billed monthly in advance
• Work will commence after payment confirmation
• Late payments may result in service suspension

10. Service Duration & Termination

• Services are provided on a monthly basis
• Either party may terminate the service with 7 days’ written notice
• No refunds will be issued for ongoing billing periods

11. Limitation of Liability

The Service Provider shall not be held liable for:

• Business losses due to downtime
• Data loss beyond reasonable control
• Issues caused by third-party services (hosting, domain, plugins)

All services are provided on a best-effort basis.

12. Force Majeure

The Service Provider shall not be liable for failure or delay due to circumstances beyond reasonable control, including but not limited to:

• Natural disasters
• Internet outages
• Third-party service failures

13. Modifications to Terms

These terms may be updated from time to time. Clients will be notified of any significant changes.

14. Acceptance

By engaging the service, the Client acknowledges and agrees to these Terms & Conditions.

15. Initial Website Assessment (Legacy & High-Risk Websites)

For websites that are outdated, poorly maintained, or potentially compromised (e.g., security vulnerabilities, malware, excessive outdated plugins/themes, or unstable configurations), the Service Provider reserves the right to conduct an initial assessment prior to commencing the maintenance service.

Following the assessment:

• The Service Provider will determine whether the website is suitable for ongoing maintenance under the selected package

• If the website is deemed:

  • High-risk,
  • Technically unstable, or
  • Requires significant cleanup or fixes,

  The Client will be informed accordingly

In such cases:

• Additional work may be required before the maintenance package can begin
• This work will be:
  
  • Quoted separately, or
  • Charged based on additional hours

The maintenance service will only commence once the website is considered stable and manageable.

16. Billing Terms (Annual Payment)

• All maintenance packages are structured as monthly services billed annually
• Full payment is required upfront for a 12-month service period
• The service period begins upon payment confirmation

Notes:

• Fees are non-refundable once the service has commenced
• Unused service time within each month does not carry over
• In case of early termination by the Client, no partial refunds will be issued