Last updated: January 2026

1. Scope of Services

The Website Maintenance Plan (“Services”) includes the following ongoing support activities:

1.1 Client-Requested Updates

  • Content edits and updates
  • Image replacements or additions
  • Installation of approved third-party scripts or widgets
  • General site adjustments and administrative tasks

Time allocated for client-requested updates is limited by the monthly plan level. Unused editorial time does not roll over to the following month. Proactive services performed when editorial time is unused are not guaranteed and may be deferred, limited, or omitted at the Company’s discretion based on risk, priority, system constraints, or compatibility considerations.

1.2 Backups

  • Full website and database backups are performed monthly
  • Backup files are securely stored off-site
  • Restoration of backups is available upon request
  • Note: Clients may elect more frequent backups (e.g., weekly or daily), which are recommended for eCommerce sites to prevent the loss of order data. Additional cost may apply.
  • Backups do not constitute a disaster recovery guarantee, business continuity service, or data retention service.

1.3 Security & Monitoring

  • Security monitoring and vulnerability scans
  • SSL certificate renewal and configuration
  • Uptime monitoring with real-time downtime alerts

1.4 Software Updates (Performed When Editorial Time Is Unused)

If the client does not use their full monthly allotment for content edits, the following services will be performed proactively:

  • WordPress core updates
  • Plugin updates
  • Theme updates (applied as needed to maintain security, performance, and compatibility)
  • General software patches

1.5 Performance Optimization (Performed When Editorial Time Is Unused)

  • Page speed audits and improvements
  • Image optimization and compression
  • Caching setup and optimization

1.6 Error & Link Monitoring (Performed When Editorial Time Is Unused)

  • 404 error tracking and redirect setup
  • Internal and external broken-link checks

1.7 Bug Fixes (Performed When Editorial Time Is Unused)

  • Resolution of website functionality issues originating from the existing codebase
  • Fixes for issues caused by updates performed during the maintenance plan

Bugs caused by third-party plugins, external service outages, or client-provided code/scripts may be billed separately.

2. Exclusions (Not Included Unless Quoted Separately)

Any service or request not explicitly listed under the Scope of Services is considered out of scope and may require a separate estimate and approval.

The following are examples of items outside the scope of the maintenance plan:

  • New website pages, redesigns, or significant layout/UX changes
  • Custom plugin development or major feature additions
  • eCommerce system configuration or major WooCommerce enhancements
  • Content writing or graphic design services
  • Plugin licenses or subscription fees
  • Hosting-related issues outside our control
  • Malware removal for previously compromised websites (see the Malware Policy below for important clarification).

If needed, the above will be estimated and billed separately.

3. Malware & Security Breach Policy

3.1 If the Website Is Hosted on Our Servers

If the client’s website is hosted on our infrastructure:

  • We take responsibility for addressing malware infections originating within our managed hosting environment, subject to the client’s compliance with reasonable security practices and timely cooperation. We will clean, restore, and secure the site at no additional cost to the client.
  • This includes infections originating from plugin vulnerabilities, user password issues, or external vectors.

3.2 If the Website Is Hosted Externally

If the client hosts their website outside our infrastructure:

  • Malware cleanup and incident response may require a separate estimate.
  • We will assist and provide guidance but cannot guarantee the environment or security of third-party hosting.

3.3 Preventative Measures

To protect all clients, we maintain:

  • Active security and vulnerability monitoring
  • Routine WordPress, plugin, and theme updates
  • Proactive performance and stability improvements
  • Use of enterprise-grade malware removal and firewall tools as needed

4. Client Responsibilities

The client agrees to:

  • Provide timely responses and approvals as needed
  • Supply accurate and properly licensed content
  • Not install plugins or modify site settings without notifying us
  • Securely maintain strong access credentials
  • Pay all invoices in a timely manner

5. Service Level & Response Times

  • Standard update requests: 2–5 business days
  • Urgent downtime or security issues: Priority response as soon as reasonably possible
  • Larger or more complex tasks may require additional time or a separate quote

6. Payment Terms

  • Maintenance plans are billed monthly 
  • Failure to pay may result in a pause or termination of services
  • No refunds are issued for partial months

7. Liability

  • While all reasonable measures are taken to secure and maintain the website, no guarantee is made that the site will be error-free, free from all vulnerabilities, or experience uninterrupted uptime
  • We are not liable for damages caused by third-party plugins, hosting outages, or client modifications
  • This Website Maintenance Plan is subject to the limitation of liability, warranty disclaimers, and remedies provisions set forth in the Company’s Digital Master Service Agreement.

8. Termination

Either party may terminate the maintenance plan with 30 days’ written notice.

Upon termination:

  • All future updates and services cease
  • Backups become the responsibility of the client
  • Any outstanding invoices must be paid in full

9. Acceptance of Terms

Enrollment in the maintenance plan constitutes acceptance of these Website Maintenance Plan Terms & Conditions and the Company’s Digital Master Service Agreement.