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Maintenance Terms

Website Maintenance & Support Policy

The following Maintenance Terms outline the responsibilities, support limitations, and ongoing service conditions related to your website after project completion and launch.

By purchasing website services, the Client acknowledges and agrees to the following terms.

1. Post-Launch Support Period

A complimentary post-launch support period of 14 calendar days is included with all website projects unless otherwise stated in writing.
 

This support period is intended to address:

  • Technical errors

  • Broken functionality

  • Minor bugs directly related to the original website build
     

Support requests must be submitted via email during this period.
 

After the complimentary support period ends, all additional updates, edits, troubleshooting, or support requests will require enrollment in a maintenance plan or will be billed at the current hourly support rate.

2. What Website Maintenance Includes

Ongoing website maintenance services may include:

  • Website software updates

  • Plugin and extension updates

  • Theme updates

  • Security monitoring

  • Routine backups

  • Minor text edits

  • Image replacements

  • Broken link fixes

  • Performance checks

  • Basic troubleshooting

  • Website uptime monitoring
     

Maintenance services are limited to the scope outlined in the Client’s selected maintenance plan.

3. What Website Maintenance Does NOT Include

Website maintenance does not include:

  • Full website redesigns

  • New page creation

  • Brand redesigns

  • Copywriting services

  • SEO campaigns

  • Marketing services

  • Advanced functionality additions

  • E-commerce restructuring

  • Third-party software troubleshooting unrelated to original setup

  • Custom development outside original project scope

  • Content creation

  • Recovery of hacked websites caused by client negligence

  • Fixes resulting from unauthorized third-party modifications
     

Any requests outside the maintenance scope may require a separate quote and additional billing.

4. Client Responsibilities

The Client is responsible for:

  • Maintaining active hosting and domain renewals

  • Providing timely approval and communication

  • Keeping login credentials secure

  • Avoiding unauthorized modifications to the website files or settings

  • Maintaining copies of content and media files when applicable
     

The Client acknowledges that unauthorized edits or changes made by the Client or third parties may affect website functionality and may result in additional repair charges.

5. Maintenance Plan Billing

Maintenance plans are billed on a recurring monthly basis unless otherwise agreed upon in writing.
 

Failure to submit payment by the due date may result in:

  • Suspension of maintenance services

  • Delayed support responses

  • Temporary removal from priority support queues
     

Maintenance plans may be canceled by either party with written notice prior to the next billing cycle.

6. Emergency Support & Rush Requests

Emergency support requests, expedited fixes, or after-hours support may incur additional fees.
 

Emergency support is subject to availability and is not guaranteed.
 

Rush support requests may be billed at an increased hourly rate.

7. Third-Party Services & Limitations

The Designer is not responsible for issues caused by:

  • Hosting provider outages

  • Domain provider failures

  • Third-party plugin conflicts

  • Platform-wide service interruptions

  • Software discontinued by third-party developers

  • External API failures

  • Payment gateway outages
     

This includes platforms such as:

  • Wix

  • WordPress

  • Shopify
     

The Client understands that third-party platforms and tools may occasionally experience downtime or compatibility issues outside the Designer’s control.

8. Security & Liability Disclaimer

While reasonable efforts are made to maintain website security, no website can be guaranteed completely secure.
 

The Designer shall not be held liable for:

  • Cyberattacks

  • Malware infections

  • Data breaches

  • Hosting/server failures

  • Loss of business revenue

  • Loss of website data

  • Downtime caused by third-party services

  • Damages resulting from unauthorized access


Clients are encouraged to maintain secure passwords and enable additional security protections when available.

9. Backup Policy

Website backups may be performed as part of an active maintenance plan.

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However, the Client remains ultimately responsible for maintaining copies of critical business data, website content, and files.

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The Designer is not responsible for data loss resulting from:

  • Hosting failures

  • Server corruption

  • Third-party software conflicts

  • User error

  • Cybersecurity incidents

10. Response Time Expectations

Maintenance response times may vary depending on:

  • The severity of the issue

  • Current workload

  • Business hours

  • Selected maintenance package

 

Standard support requests are typically responded to within:

  • 1–3 business days
     

Emergency requests may receive expedited handling when possible.

11. Website Access & Administrative Rights

The Client agrees to provide necessary access credentials required to perform maintenance services.

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The Designer reserves the right to refuse maintenance work if:

  • Website conditions are unsafe or compromised

  • Previous unauthorized modifications have created instability

  • The website contains unlawful or prohibited content

12. Termination of Services

The Designer reserves the right to terminate maintenance services at any time due to:

  • Non-payment

  • Abusive communication

  • Repeated policy violations

  • Unauthorized system interference

  • Illegal website activity
     

Upon termination, all future maintenance obligations shall cease.

13. Acceptance of Terms

By purchasing website services or enrolling in a maintenance plan, the Client acknowledges that they have read, understood, and agreed to these Maintenance Terms.

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