In this agreement, “we”, “us” & “our” means Biglook Ltd or anyone working on our behalf. “You” or “your” means the company or person buying our services, or anyone working on their behalf. “Server” refers to the computer equipment used to provide web hosting and mail hosting services by our supplier. “Web site” is the specific area on the server that we provide to you to use as a site on the internet. These terms and conditions apply to and control the relationship between you and us, both during and after our business relationship.
AUTHORISATION
You are engaging us to be your sole website maintenance, security, and hosting provider for the duration of this agreement. We will update your website’s content, keep the site software current & secure and host it on our web server. This includes changes to any necessary scripts, plugins, or website applications. You will give us access to your website’s admin dashboard, server, file directory, or any other necessary areas so we can complete the maintenance and updates. We may also need access to your web domain management or registrar to update your DNS settings.
SCOPE OF CARE PLANS
Our Care Plan options include the following as standard;
• Regular site audit and security checks
• Includes content support time per month*
• Regular WordPress core, module & plugin updates*
• Regular, full remote backups – with 30-day retention*
• Staging site available for development work*
• Proactive security & malware monitoring
• Free migration of website from current hosting*
• SSL installed & updated
• Support available – Email / Whatsapp* / Telephone*
• 24/7 up-time monitoring
* Subject to features/parameters of specific plan
MAINTENANCE TERMS
Our website maintenance plans don’t have a set contract period, so you’ll be charged automatically every month until you cancel. You can cancel the plan at any time during the month, but you’ll still be billed for that entire month. No refund of unused time.
Even if you don’t use all the hours in the plan for that month, you won’t be able to carry them over to the next month or use them some time in the future. If we see that you’re using more hours than included in your plan, we’ll let you know and you can choose to wait until the next month to schedule the work or buy extra hours at a current rate of £60 per hour.
We reserve the right to terminate the agreement if you don’t pay on-time, if you’re constantly using many more hours than agreed, or if your messages to us are abusive or inappropriate.
PAYMENT OF FEES
Our billing system will automatically charge your credit or debit card on or around the 1st-4th of each month, where you have opted to use this method.
Clients with a preference for standing order payments should ensure that payments are made on or around the 1st-4th of each month.
If a payment attempt is not successful, we will contact you to inform you.
If payment has still not been made within 72 hours, then your Care Plan service agreement will be considered cancelled and terminated, with responsibility falling upon you to manage and maintain the website.
All subscription payments are processed by our payment processor Stripe, and We have no access nor knowledge of your card details or reasons for payment failure.
CANCELLATION POLICY
You may cancel your Care Plan at any time by providing a minimum of 30 days’ written notice. This allows us to plan resources accordingly and ensure a smooth transition for your website management.
As there is no fixed-term contract, your agreement with us runs on a monthly rolling basis. Cancellation notices must be sent via email or in writing and will be acknowledged by us upon receipt. The final payment will fall due at the end of the 30-day notice period, during which service will continue uninterrupted, provided payments are maintained.
No pro-rata refunds are issued for unused time, and cancellation will only be considered effective from the date we confirm receipt of your notice. It remains your responsibility to cancel any standing orders or recurring manual payments once the notice period has concluded.
Failure to provide 30 days’ notice may result in continued billing or disruption to service handover.
ASSIGNMENT OF SERVICE
We may consult with other experts in the field of WordPress, website security, plugin and theme development, or hosting services to ensure we are fulfilling our agreement with you. This is only done when necessary to provide the highest level of service.
SCHEDULING OF TASKS
Our service includes management and monitoring of client websites through a centralised system that utilizes a plugin on the site and specialised monitoring software. This enables us to identify any problems and perform updates to any site without always accessing the individual website’s admin area.
Updates and maintenance tasks are scheduled and prioritised based on our workflow, except for total website downtime, which is treated as an emergency and given the highest priority.
We follow a policy of updating the WordPress core, plugins, themes and components on a weekly basis – and not immediately upon their initial release. This is to ensure that any potential issues that may arise from the updates can be identified and addressed by early adopters, before we implement them on Your website. However, in the case of security updates, we prioritise their installation as soon as possible to ensure the security of your website.
Please note that in certain instances, WordPress may also automatically push updates for critical security issues without any request nor confirmation.
CLIENT ACKNOWLEDGEMENTS
This is a maintenance contract, so we won’t completely change the design of your website or add custom features. It’s similar to having a boiler maintenance contract – the expectation is that your boiler will function properly, but additional services such as installing new radiators would come at an additional cost.
You understand and agree that:
– We will handle all website maintenance tasks by prioritising them on a first-come, first-serve basis, except in cases of total website downtime.
– If you do not respond to questions critical to task completion it will be delayed.
– Website updates do not include original image editing, graphic design, database changes, or programming, among other things.
– The maintenance agreement does not include website redesign, training on website usage or online marketing, or troubleshooting your email or computer issues.
– Communication will be during regular business hours by email, support ticket or phone.
– We will not be held responsible for web server downtime or issues caused by third-party services.
– You agree to allow only Computancy to make changes to the website’s code during the contract and any errors caused by other parties will be charged at the standard hourly rate.
INDEMNIFICATION
You agree you will protect and compensate the Us from any legal claims, damages, expenses, or losses whilst maintaining Your website, that may result from the use of any material, content, or information provided by You, or anyone acting on your behalf, for any claims that the use of such material infringes the intellectual property rights of a third party.
CONFIDENTIALITY
The parties agree to hold each other’s Proprietary or Confidential Information in strict confidence.
GOVERNING LAW & JURISDICTION
This Agreement, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation, shall be governed by, and construed in accordance with, the laws of England exclusively.
LIMITATION OF LIABILITY
We shall not be liable for any direct, indirect, incidental, consequential or punitive damages, including but not limited to loss of profits, data, or business, arising out of or in connection with the use or inability to use our services. Our liability to you for any cause whatsoever, and regardless of the form of the action, will at all times be limited to the amount paid, if any, by you to us for the services during the term of our agreement. We do not exclude or limit liability for death or personal injury resulting from our negligence or that of our employees, or subcontractors.
