Hosting and Maintenance Terms

Included service

The plan or proposal states the included hosting resources, update work, backups, support allowance, response targets and exclusions. New features, redesigns, major migrations and third-party repair work are not maintenance unless expressly included.

Availability and providers

Hosting and connected services depend on third-party infrastructure, networks and domain systems. Reasonable efforts are made to maintain availability, but uninterrupted service or a specific uptime level is not guaranteed unless a written service level says otherwise.

Updates and compatibility

Core, plugin and theme updates may be staged, delayed or declined where an update appears unsafe or incompatible. Major version changes, abandoned software and conflicts caused by third-party modifications may require chargeable development.

Backups and recovery

Backups are subject to the plan’s frequency and retention. A backup is not a permanent archive and recovery cannot be guaranteed in every circumstance. Clients should retain independent copies of critical business data and content.

Security and access

Clients must protect credentials, use appropriate user permissions and report suspected compromise promptly. Malware cleanup, incident investigation and recovery caused by insecure client devices, reused passwords or unauthorised third-party access may be outside the plan.

Fair use and prohibited activity

The Acceptable Use Policy applies. Excessive storage, traffic, email, automated requests or resource use may require a higher plan or temporary restriction to protect the service.

Renewal, suspension and termination

Recurring fees are payable in advance unless agreed otherwise. Services may be suspended for overdue payment or serious security risk. On termination, reasonable migration access will be provided after outstanding sums are paid, subject to provider and backup retention limits.

Questions about this document can be sent to contact@performance-marketing.uk.