Last updated: April 10th, 2025
1. Introduction
Smart Web Creative is committed to keeping your WordPress website secure, functional, and up to date through our maintenance and support services. This policy defines the scope of these services, our responsibilities, and client expectations. We prioritize transparency and reliability. This policy may be updated periodically, with significant changes communicated via email or on our website.
2. Maintenance Services
2.1 Scope of Maintenance
Our maintenance services ensure your site operates smoothly and include:
- Updates to software, themes, and plugins
- WordPress core updates
- Malware and spam removal
- SSL certificate validity checks
- Broken page and link repairs
The specific services included depend on the maintenance plan selected. You can view our Website Maintenance & Support plans here.
2.2 Exclusions
Maintenance does not cover full website redesigns, custom development, blog writing services, or dynamic content page services. Malware removal is attempted but not guaranteed for heavily infected sites.
3. Support Services
3.1 Scope of Support
Support includes assistance with:
- Adding, changing, or removing images, content, or page elements
- Adding, modifying, or deleting web pages
- Navigation adjustments
- Installing and configuring new plugins
- Error resolution (within reasonable technical limits)
3.2 Limitations
Support excludes extensive custom coding, third-party platform issues, or content creation beyond basic updates. Clients are responsible for reporting issues promptly.
4. Hosting Requirement
4.1 Mandatory Hosting
Clients must host their website(s) with Smart Web Creative to access maintenance and support services. This ensures compatibility and optimal performance. See our web hosting services here.
4.2 Daily Backups
All hosting plans include daily backups with one-week retention, providing a safety net for maintenance-related changes or malware recovery.
5. eCommerce Maintenance & Downtime
5.1 Maintenance Mode
For eCommerce sites, maintenance may require enabling maintenance mode, during which:
- A “scheduled maintenance” message will be displayed to customers.
- Purchasing functions will be disabled for approximately 15–30 minutes, depending on tasks.
5.2 Liability Disclaimer
Smart Web Creative is not responsible for lost profits, sales, or revenue resulting from scheduled maintenance downtime.
6. Billing and Costs
6.1 Plan Pricing
Maintenance and support fees vary by plan. Refer to our website maintenance and support plans for current pricing. Services are available only for WordPress sites hosted with us.
6.2 Additional Fees
Requests exceeding your plan’s scope will be billed at our standard hourly rate. Unused hours do not roll over to the next month.
6.3 Cancellation Terms
Monthly plans may be canceled with notice; yearly plans must run their full term. Refunds are not available. Contact us to initiate cancellation.
6.4 Discount Terms
Hourly rate discounts apply solely to the business covered by the plan. For clients with multiple websites under the same business entity, discounts apply only once. regardless of the number of sites. Discounts do not accumulate for additional websites and are non-transferable to other entities or businesses.
7. Limitations of Liability
Smart Web Creative strives to deliver reliable maintenance and support through timely updates, proactive monitoring, and responsive assistance. However, we cannot guarantee:
- Complete malware removal for severely compromised sites.
- Uninterrupted service during maintenance or due to external factors (e.g., third-party plugin issues).
- Responsibility for downtime, data loss, or financial impacts beyond our control. Clients are responsible for maintaining their site’s content and mitigating risks tied to their online presence.
8. Policy Updates
We may revise this policy as our services evolve. Clients will be notified of changes via email or a notice on our website. Continued use of our services after updates signifies acceptance of the revised terms.
9. Contact Us
Questions about this policy? Reach out at [email protected], call us, or use our Contact Us form. We’re here to support your website’s success!
