Terms of Service
It's important to us that we're clear with our clients on how we'll continue to work together, and below we try to describe what you can expect from us, along with any recent changes to the services we provide, and the prices we charge, without the excessive use of legalese.
WordPress Website Hosting and Maintenance
The primary role we provide our clients is the hosting and maintenance of their WordPress websites on our dedicated server, through at least our basic plan, which includes:
- WordPress website hosting, including cPanel access
- Premium theme and plugin licenses included in your plan
- Daily security and malware scans
- Daily off-site backups
- Weekly core, plugin and theme updates
- Uptime monitoring
- Technical support via email at firstname.lastname@example.org
Websites are limited by the features and functionalities of WordPress and the plugins included in your plan, and integration with additional applications and plugins may not be possible, or will require separate license fees, and may conflict with existing plugins, if they're not properly developed, maintained and updated by the developers.
You may be on a legacy plan, and you can keep it as long as you want, but it may not include many of the features and benefits included in our current plans.
Technical Support and Additional Services
Non-billable technical support is provided to assist all our clients with problems they are having connecting to or using the services and applications in their paid plan. As part of our commitment to providing excellent technical support, we have implemented a Fair Usage Policy, where we reserve the right to limit the time we spend on any client to no more than one hour each month, with additional time being billable and invoiced at the end of each month. While we don’t want to ever stop our clients from getting the technical support they need, we must also provide a fair level of service to all of our clients.
Billable technical support is available for clients who request additional time, or special services, including work that could otherwise be performed by themselves, or should be provided by the support team from other product or service providers.
Requests for Additional Services are billable, and may include, but not limited to, changes or additions to hosting accounts or websites, including consulting and feedback, project management and custom training videos.
Billable technical support and additional services are billed at $50 USD ($64 CAD) an hour, charged in 6 minute increments, and invoiced at the end of each month, due upon receipt, payable online by credit card or PayPal only. However, if the total billable time in a given month is less than an hour, it will be carried over to the following month.
Please Note: The hourly rate for billable technical support and Additional Services are increasing on April 1st, 2022 to $55 USD ($70 CAD) an hour. The regular recurring monthly invoices for Hosting, Maintenance and Support remains unchanged.
Business Hours for Support
The email@example.com email address, for incoming support requests, is only monitored during regular business hours, which is Monday to Friday from 9am to 5pm Eastern (US).
Support Request Turnaround Time
Customer support requests are addressed in the order in which they arrive, usually receiving a response within a few hours, typically being completed before the end of the following business day. As part of our Fair Use Policy, in an effort to prevent a handful of clients from unknowingly monopolizing our support team, we will spend no more than 30 minutes per support request, after which we will move the request to the back of queue, and pick up where we left off when we return to it.
As of April 1st, 2022, we've decided to stop providing our email account setup, service and support, and are now recommending our clients get their email accounts provided by third-parties who can provide a more robust, spam-free, secure and supported experience though a contemporary platform, and we can help you connect it to your domain name, if you require our support. There are many options available to you, from the full-featured Google Workspace account for $6 USD a month, to a more economical choice from NameCheap for less than $15 USD for an entire year.
For our clients who already have email accounts setup on our server prior to April 1st, 2022, they will continue to operate, but keep in mind the data storage used does count against your total data storage, and there are much better solutions out there now for your business emails. The email accounts on our server are also considered legacy email accounts, and for the best email experience, we do recommend our clients host their emails with more contemporary service provider, which will not count against your total data storage, and we can assist you in setting these up.
Web hosting accounts includes 20 GB of data storage, which is enough data to host more than 10 WordPress websites. Clients can add more data storage to their web hosting account if required, and each 20 GB added will cost an additional $10 USD ($12 CAD) per month.
Although you can add unlimited WordPress websites to your web hosting through your cPanel account, our 'Basic Plan' covers only one standard WordPress website, and our 'Pro Plan' only covers 1 WordPress membership site, plus 1 standard WordPress website. Each additional standard WordPress website after that, that you want us to maintain and provide support for, is an additional $5 USD ($6 CAD) per month.
Accepted Form of Payments
Payment for invoices can only be made online using a valid 'Credit Card' or 'PayPal'.
Clients can cancel their managed web hosting services and transfer them to another provider at anytime without penalty, and they will only be invoiced for the Additional Services provided through to the date of that request.
In the event that any invoice remains unpaid 30 days after payment is due, all services may be suspended, and after 60 days the hosted account will be terminated with all data being removed from the server.
Content Copyright Permissions and Releases
No copywriting, images, audio or video are being provided by us, and you agree to indemnify and hold us harmless against all claims, costs, and expenses, including attorney's fees, due to content included on the website, at your request, for which no copyright permission or previous release was requested, or uses which exceed the uses allowed pursuant to a permission or release.
Domain Name Renewals and Management Fees
If we don't manage a domain name through our registrar account as a paid service, it is your responsibility to renew them before they expire, and if you don't, the associated website and email accounts will automatically go offline. We will be unable to get them back online until you renew your domain name directly with your registrar, and you may be required to pay them an additional $250 USD reactivation fee. This is why some of our clients prefer to have us manage their domain names on their behalf.
We are not a domain name registrar, or even a reseller, but as a courtesy to our clients, we will register, transfer, renew and manage domain names on behalf of our clients through our eNom registrar account as a paid service. We base our prices on eNom's published USD rates here, plus a $4 USD management fee.
You are engaging us to set up a hosting account and website, including various integrations with other services, and you hereby authorize us to access and make changes to your existing accounts with other service providers for this purpose.
We both may disclose confidential information to each other to facilitate work under this agreement. Such information shall be so identified in writing at the time of its sending, and shall be safeguarded and not disclosed to third parties by the receiving party.
If you’re not 100% satisfied within the first 30 days, we'll give you all of your money back, no questions asked. There's also no commitment and you can cancel at anytime without penalty.
Last updated on February 9th, 2022.