1. Services Included

Site Care ($99/mo)

Site Care Plus ($199/mo)

Everything in Site Care, plus:

Full Service (Custom)

Everything in Site Care Plus, plus:

2. Hosting Terms

1. Infrastructure — Websites are hosted on Hetzner (US datacenter). We reserve the right to change infrastructure providers with 30 days' notice.
2. Resource limits — Each plan includes resources (storage, bandwidth, CPU) sufficient for a standard small business website. Websites exceeding reasonable resource usage may be moved to a higher plan or charged overage fees.
3. Domain management — The Provider can assist with domain registration and management, but domains remain the property of the Client. Domain registration fees are separate from hosting fees.
4. Email hosting — Email hosting is not included unless explicitly stated in the plan. We can recommend and help configure third-party email providers (Google Workspace, Microsoft 365, etc.).

3. Content Changes

1. What counts as a content change: Text updates, image replacements, link changes, minor layout adjustments. Each change is counted when work begins, not per page. A "change" is roughly 30 minutes of work.
2. What does NOT count: Bug fixes, security patches, performance optimization, backups, and other maintenance tasks.
3. How to request changes: Submit via email to [email protected]. Changes are processed in the order received.
4. Rollover policy: Unused content changes do not roll over to the next month.
5. Complex changes: Changes estimated to take more than 30 minutes may count as multiple changes or be quoted separately.

4. Backups & Data

1. Frequency — Automated backups run daily for all hosted sites.
2. Retention — Backups are retained for 30 days.
3. Restoration — We can restore your site from backup upon request. Restorations count against content changes or may incur additional fees for complex restorations.
4. Client responsibility — While we maintain backups, the Client is responsible for maintaining their own off-platform copies of critical content and data. The Provider is not liable for data loss (see MSA Section 7).

5. Security & Updates

1. Security patching — We apply security updates to the website's core platform (WordPress, etc.), plugins, and themes on a weekly cadence.
2. Emergency patches — Critical security vulnerabilities are patched within 24 hours of disclosure.
3. Client responsibility:
   • Maintaining strong, unique passwords for their accounts
   • Not installing unauthorized plugins or code
   • Informing us promptly of any security concerns or unusual site behavior
4. Security incidents — We will notify the Client within 48 hours of becoming aware of a security incident affecting their site.

6. Maintenance Windows

1. Standard maintenance — Routine maintenance (updates, patches, performance tuning) occurs during low-traffic hours. We aim for zero downtime but brief interruptions may occur.
2. Emergency maintenance — Critical security patches or urgent fixes may be applied immediately without prior notice.
3. Scheduled maintenance — For major updates or migrations, we will provide at least 7 days' notice unless the update is time-sensitive.

7. Support

Emergency support (site down, security breach) receives priority response regardless of plan.

8. Third-Party Services

1. The Provider may use third-party services (CDN, backup providers, monitoring services) to deliver hosting and maintenance.
2. The Provider is not liable for outages or failures of third-party services beyond our reasonable control.
3. The Provider will make reasonable efforts to choose reliable third-party providers and will notify clients of any significant changes.

9. Cancellation of Hosting Services

1. The Client may cancel hosting services with 30 days' written notice per the MSA.
2. Upon cancellation:
   • A final backup of the website will be provided to the Client.
   • The Provider will assist with transferring hosting to the Client's new provider (transfer fees may apply).
   • The website will be taken offline after the cancellation date unless the Client has made other arrangements.
   • Domain names registered through the Provider will be transferred to the Client's control.

By signing below, the Client acknowledges they have read and agree to the terms of this Hosting & Maintenance Agreement, along with the Master Services Agreement.