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 changes to the services we provide, and the prices we charge, without the excessive use of legalese.

The primary service we provide our clients with is WordPress website hosting, maintenance, support and license provisioning on a secure server, with our Basic Plan starting at $39 USD / $49 CAD.

Includes:

  • WordPress websites
  • SSL certificates
  • Daily security and malware scans
  • Daily external backups
  • Weekly WordPress core, plugin and theme updates
  • Server 99% uptime guarantee, with 24/7 monitoring
  • License provisioning and set up for a premium theme and a page builder plugin
  • Email support during regular business hours

Does not include:

  • Website design and development (estimated separately)
  • Unlimited storage, websites and email accounts (quoted separately)
  • Membership site and online course functionality (quoted separately)
  • Unlimited requests for hosting and website changes, additions, and consulting (billed hourly)
  • Any content creation; graphic design, copywriting (SEO), images, videos, documents and videos (third-party vendors)
  • Additional WordPress plugins, integrations and management (quoted separately)
  • Third-party applications, integration and management (quoted separately)
  • Annual domain name renewals and management (quoted separately)

Hosting and websites are limited by the features and functionalities of cPanel, WordPress and the installed premium themes and plugins.  Integration with other applications and plugins may not be possible, or may require separate fees, and may conflict with existing plugins, especially when they're not properly developed, maintained, supported and updated regularly by their developers.

If you're on a legacy plan that includes additional services and premium plugins, you can keep it as long as you want, but it may not include many of the features and benefits included in our current plan.

Non-Billable Support

Non-Billable Support is provided to our clients through email to assist with problems they are having with any of the services, applications, themes and plugins included in their paid plan.  We will either fix the issue, or provide a solution with an email response, which may include screenshots, video recordings or links to the appropriate online resource.

Some emailed requests may not be Non-Billable Support and will be considered Billable Support instead.

Billable Support

Billable Support is available to clients who submit work requests to us, that could otherwise be performed by themselves, their team, or another service provider.  These work requests may include but are not limited to changes or additions to their hosting accounts, websites and third-party applications, including consulting calls and custom training videos.

The current rate for Billable Support is $75 USD / $95 CAD an hour, charged in 6-minute increments, 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.

Any estimates provided for Billable Support are only estimates and may change based on other factors, typically when the scope of the work changes, or the delivery of required information or content is delayed.

Business Hours

The support@clevely.net email address is only monitored during regular business hours, which is Monday to Friday from 9am to 5pm Eastern (US).  Emails are responded to in the order in which they arrive, usually receiving a reply within a few hours during the same business day, but it is possible when we're busy that a client may not get a response until the following business day.

Account Overages

With our Basic Plan there is a limit on data storage of 5 GB, which is typically enough data to host more than 3 WordPress websites.  Clients can add more data storage to their web hosting account if required, and each 5 GB of data added will cost an additional $5 USD per month.

Accepted Form of Payments

Payment for invoices can only be made online using a credit card or PayPal.

Termination

Clients can cancel at anytime without penalty, and they will only be invoiced for the work provided through to the date of that request.

In the event that any invoice remains unpaid 30 days after payment is due, hosting may be suspended, and after 60 days the hosting account will be terminated, with all data being removed from the server.

Trademarks and Copyrighted Materials

Client warrants that it has the right to use any applicable trademarks or copyrighted material used in connection with this service.

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 annual rates here, plus a $4 USD management fee.

Authorization

You have hired 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.

Confidentiality

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.

Last updated on June 15th, 2022.