WordPress PRO – Terms of Service

Acceptance

By using this service you are agreeing to the following terms.  If you do not agree to these terms then you may discontinue use by submitting a 30-day written notice to cancel your service.

Limitations of Liability

This service is the best effort to protect the website against attacks and we cannot guarantee 100% uptime and prevention of all malware or malicious activity.  Softwired, its owner(s), and associates cannot be responsible for any damages to your website or business in any way and cannot be held liable.

Services

We reserve the right to modify the prices and services offered at any time.  Any modifications will result in advanced notification and mutual acceptance of the changes prior to the next month’s billing.

Payment

Monthly invoices are generated on the day the service is started and are due immediately.  If payment is not received within 30 days of the date of the invoice the service will be stopped and the website will be unavailable until past-due payments are paid and the account is current.

Prepayment for a year will give a discount as follows:

• Maintenance – $1000/yr
• Business – $2000/yr
• Enterprise – $3000/yr

Prepayment discounts are non-refundable.

New Accounts

Onboarding an existing website to our servers requires an onboarding process of evaluating the website for compatibility. Once approved we will work with your staff to update your domain with the new hosting information.

Upgrade/Downgrade

You may upgrade at any time.  If you request a downgrade and are eligible, you may request one downgrade per 12 months.

Support

Normal support hours are provided from 8:00 am to 5:00 pm, Monday through Friday, Pacific Time.  You may call, email, or submit a support ticket to get support.  Normal response time is dependent on the level of severity of the issue.  For downed websites, we will attempt to defend and repair the website within a few hours but may take longer depending on the severity.  For lesser issues, tickets are usually resolved within one or two business days.

Support generally includes maintaining existing software (plugins) built by other companies.  Since we did not create the software we can’t guarantee the software will run bug-free and without errors.  In the event of issues, we will troubleshoot to determine the underlying issue.  Once this has been determined we will contact the software vendor for a solution.  If support is limited we may not be able to resolve it without custom programming or enhancing the website.

Website Development

New development or advanced customization is not included in this support plan. Third-party custom development, adding additional plugins or themes, will automatically void this agreement.

Custom Plugins

Custom plugins are unsupported and not included in any support plans. To fix errors requires paid support.

Paid Support

Any enhancements that have been made to the website without our knowledge will be charged for time spent to diagnose and fix the problem.

Software Updates

Our systems are set up to continually update WordPress and plugins. In some cases, those may become outdated due to a number of factors.

• System updates are done daily but plugin notifications may be sooner
• A plugin may have a paid license which isn’t included in this support plan
• A specific plugin may be blocked due to incompatibility with WordPress

Outdated plugins do not indicate a lack of support for the software update system.

Urgent or Emergency After Hours Support

Urgent issues requiring a response within a few hours or after-hours support are not included in this plan.  After-hours support can be obtained by emailing [email protected].  A technician will assist as soon as possible.  Response time is not guaranteed although we are generally able to respond quickly.  Urgent and after-hours support will be charged hourly, currently $200/hr.

Backup Recovery

If your website is destroyed or damaged beyond repair (by a user) we can restore the website from our remote backup servers within 30 days.  If the damage to your website was caused beyond 30 days we cannot guarantee to restore.

Termination

This agreement can be terminated at any time with 30 days written notice before the next billing cycle by either party.  Any outstanding invoices will remain due and prorated to the date of the termination date.

Moving / Transferring off our platform

Moving the website off of our platform is done at the owner’s expense.

Professional Licenses

Websites may be engineered using plugins with third-party paid licenses. Licenses are not purchased on behalf of the client and future support may require a paid license which is not included in these terms. Transferring the website will not transfer the paid licenses.

Emails

Email hosting is not included.