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Terms & Conditions - WordPress Website Maintenance Plans

Thank you for signing up for the Love Communications Client Care Plan

  • Date Format: MM slash DD slash YYYY
  • Please insert your name
  • and Jude Love of Love Communications
  • Definitions

    The Client: Also referred to as ‘You’, the company, business or client, authorised representative of the client, or individual requesting the services of Love Communications.

    Love CommunicationsAlso referred to as ‘I’, ‘Our’ and ‘We’, the primary designer/service provider & employees or affiliates.

    Site/s: The WordPress websites we you are commissioning us to take care of. Also referred to as ‘website/s’, ‘WordPress install’ and 'property/s'.

    Project:Love Communications will issue you with an estimate and/or proposal either verbally, by post or via email outlining our interpretation of your brief, the scope of works, work method, deliverables and limitations of service. For the purposes of this document, the Project may also be titled ‘Your Task’, ‘Work’, ‘Proposal’, ‘Quote’ or ‘Estimate’.

    Maintenance Plan: The recurring maintenance schedule that you are/have engaged our team to implement. Also referred to as 'Client Confidence Plan', 'Maintenance', 'Client Plan', 'Support Plan', 'Website Plan', Maintenance Agreement', 'Support Agreement', 'SLA'.

    Hack: An attempt to exploit a website in order to obtain information, collect data, compromise a business integrity and a variety of other malicious intents. Referenced also as 'DOS attack', 'attack', 'bot', 'intrusion', 'site compromise'


    ACCEPTANCE – By signing up to a Love Communications Maintenance Plan, our 'Client Care Plan, you are indicating your understanding and agreement to the following terms and conditions.

    SERVICE INCLUSIONS – Your Maintenance Plan includes our base deliverables for your chosen plan, plus any specific products, services or consultations requested in your negotiations with Love Communications

    PAYMENT – Love Communications accepts payment via Credit Card on a recurring payment. Alternatively we can provide a repeating invoice for you to pay via direct bank deposit. Invoices will be sent monthly, and you will receive notifications from Stripe, our payment gateway, when your payment has been processed. The client agrees to settle accounts within 7 (seven) days of receipt of invoice. This will happen automatically with the recurring subscription but if you are using direct deposit then you will need to ensure your payments are within this time frame. Love Communications will contact you directly if any recurring payments are outstanding.

    CONFIDENTIALITY – Love Communications may ask you for passwords and details in order to facilitate maintenance on your site/s. Love Communications undertake not to misuse any confidential information that may be made available to us. The client agrees not to disclose the fees charged by Love Communications or any confidential information we provide to you. The Client is responsible for keeping confidential, any passwords and usernames issued to them by Love Communications.

    EXCLUSIVITY – Love Communications do not work on an exclusive basis unless this has been specifically negotiated.

    RESPONSE TIME – Love Communications agrees to reply to your support request within 48 hours on business days between 9am-5pm. We are not an 'on call service' – Our response will indicated when we can undertake your support request, and what we need from you to complete it. We do not respond to requests outside business hours but will do everything within our capacity to help you, should an urgent situation come to be. An 'urgency' fee may apply if unplanned work is required outside business hours. 

    SUPPORT TIME – Some of our maintenance plans include time built into them which is billed in 15min increments. You can request the balance of your plan at any time. Support time DOES NOT rollover however you may request that we use up to 3 months time in one block, but this must be requested in advance and allocated to a specific task or project on the site.

    SUPPORT TIME IN ADDITION TO YOUR ALLOCATED PLAN – If your requirements for the month exceed your allocated time, we will discuss this with you and provide a verbal, email or written estimate and approval to proceed. You will receive an additional invoice for this time outlining the work completed billed at the rate applicable to the plan you have chosen.

    DISBURSEMENTS & OUT OF POCKET EXPENSES – Fees for Love Communications’s Maintenance Plans do not include outside purchases such as, but not limited to, web hosting and domain services, themes and addons, widgets and plugins, printing, photography, stock imagery, colour printouts, illustrations, shipping and handling or courier service.

    When drawn to our attention, you will be notified of additional costs for these items, including license renewals of hosting, domain renewals, ssl renewals, plugins, themes, and software components,Purchases made on your behalf will be itemised on invoice accordingly.

    CONSULTATIONS, TRAINING & CORRESPONDENCE – Support time includes correspondence, training and meetings. Some of our plans have these included in addition to allocated support tom. Where meetings/calls/training sessions and correspondence is in excess to our normal support SLA, these will be charged at the hourly rate and reflected on and invoice. You will be notified if a meeting or call is in excess of the anticipated project scope.

    COMMUNICATION – A contact email address is provided to you to log support requests. A phone call can be booked via our calendar link and a callback request can be sent via email. Our phone number is also supplied to you and we will call back ASAP.

    LICENSES, PLUGINS, THEMES & THIRD PARTY PURCHASES OR SERVICES – Each WordPress website build is unique. As such, a combination of software and functionality services may be utilised to power it. Love Communications agrees to comply with the license agreements of these products and services. We will update appropriately and alert you when your site requires a new license or update to be purchase or configured. Costs associated with the ongoing update of software and services unique to your WordPress website will be invoiced accordingly. Where appropriate, we will apply our Developer License to your sites.

    We will update and maintain these accordingly. If you chose to cancel your plan, you will be given a list of those used on your site so you can purchase your own license/s for them.

    DEVELOPER SOFTWARE LICENSES – Love Communications pay for a number of developer licenses. We are pleased to extend these licenses to our Maintenance Plan clients. These licenses are:

    • Gravity Forms Developer
    • Beaver Builder
    • Ultimate Addons for Beaver Builder
    • Generate Press Premium
    • Backup Buddy

    EMAIL – Love Communications does not provide email services or support email issues. Where will assist advise, however this is not included in our Maintenance Plan with you.

    NATURE OF COPY – The Client agrees to exercise due diligence in its direction to us regarding preparation of materials and must be able to substantiate all claims and representations, and shall only provide us with true, accurate and correct information and details. You are responsible for all trademark, service mark, copyright and patent infringement clearances. You are also responsible for arranging, prior to publication, any necessary legal clearance of materials we prepare. You promise not to provide to us, or request us to include in a Project, any material that infringes the law or any third party rights.  Love Communications will not be held liable for any legal infringements as a result of artwork being distributed or published under client direction.  You indemnify us from all third party claims made against us in connection with materials included on your website (or otherwise connected with your Project) at your request.

    CONTENT APPROVAL, ERRORS & OMISSIONS – Love Communications will take all reasonable care to check our work carefully for accuracy in all respects, ranging from spelling to technical illustrations. However, is it considered the client’s responsibility to check all content and artwork and once approved to go live,  Love Communications is not liable for errors or omissions however we will make amendments where requested.

    TESTING & CHECKING – We will always test our work appropriately however you may be required to participate in this process and provide response based on your experience of work carried out.

    WEBSITE DESIGN & DEVELOPMENT – Love Communications utilises third party services and open source technology for web design and development projects. Whilst every endeavor will be made to ensure that the website and any scripts or programs are free of errors at the time of delivery, Love Communications cannot accept responsibility for any losses incurred due to malfunction of the website or any part of it, including where such malfunction is caused by changes to third party software (such as updates, upgrades and bug-fixes made by third parties to their software or coding). Love Communications cannot be held responsible for problems or additional costs arising due to any errors made by third party software, contractors or services.

    RIGHTS OF ACCESS FOR WEBSITE DEVELOPMENT – The client agrees to allow Love Communications all necessary access to computer systems and other locations, as required, in order to maintain the website, including the necessary read/write permissions, usernames and passwords.

    WEBSITE HOSTING, EMAIL & DOMAIN REGISTRATION & OTHER THIRD-PARTY SERVICES – Love Communications does not offer domain name registration or email hosting or support. We do offer premium WPEngine website hosting. All reasonable care is taken in hosting with WPEngine, but Love Communications will not accept responsibility for any product failure or consequent production losses. This includes, but is not limited to, your site not being online, service interruptions, limitations of these services, security breaches & loss of date. The Client is encouraged to research all hosting solutions to ensure the service will suit their individual/business needs.

    WEBSITE CONTENT APPROVAL – Love Communications advises strongly that you review your content and functionality before the site is pushed to 'Live'. Love Communications is not liable for errors or omissions once you have approved the site to go live.

    MINIMUM 12 MONTH MAINTENANCE PACKAGE FOR NEW BUILDS – From DEC 2019, if your website has been built by Love Communications, we require a minimum commitment of 12 months to one of our Maintenance Plans.

    CANCELLATION – With the exception of the 12 month requirement for new builds, cancellation is allowed at anytime.
    Upon notification, developer licenses, backup software and our Maintenance Plan management tools and team support will be removed from the website and you will be notified of any ongoing responsibilities.

    Where a 12 month commitment has been included in your Website Build, if you chose to opt out of this service after 12 months, developer licenses, backup software and our Maintenance Plan management tools and team support will be removed from the website and you will be notified of any ongoing responsibilities to maintain software, updates, content, security, performance and backups.

    WEBSITE TRAINING – Love Communications offers Website Training for local businesses as an additional service. Unless specified in your plan or proposal, or specifically requested as part of your support, this service is available at an additional cost.

    SEARCH ENGINES – Love Communications does not guarantee any specific position in search engine results for your website. Where requested within your support agreement, we can perform basic search engine optimisation (SEO) according to current best practice using third-party supplied tools.

    PROPERTY & SUPPLIERS PERFORMANCE – Although reasonable care will be taken when recommending manufacturers, services and suppliers, responsibility cannot be accepted for any product failure or consequent production losses. Love Communications will take all reasonable precautions to safeguard the property you entrust to us. In the absence of negligence on our part, however, we are not responsible for loss, destruction or damage or unauthorised use by others of such property. Although we may use our best efforts to guard against any loss to you through the failure of our vendors, media, or others to perform in accordance with their commitments, Love Communications is not responsible for failure on their part. If you select your own vendors, other than those recommended by us, you may request that we coordinate their work. If at all possible, we will attempt to do so, but we cannot in anyway be held responsible for quality, price, performance or delivery.

    LIABILITY – To the extent permitted by law, all express or implied terms, conditions, warranties, statements, assurances and representations (which are not included in these terms and conditions) in relation to the provision of the services or any other goods or services delivered by Love Communications are expressly excluded, and our entire liability, and the client’s sole remedy, is limited (at our discretion) to: (a) with respect to the supply of goods: the replacement of the goods or the supply of equivalent goods; the repair of the goods; the payment of the cost of replacing the goods or of acquiring equivalent goods; or the payment of the cost of having the goods repaired; (b) with respect to the supply of services: the re-supply of the services; or the payment of the cost of having the services re-supplied.  The client agrees that in no event will the liability of Love Communications exceed the fees actually paid by the client to Love Communications. Further, Love Communications will not be liable in any way for any consequential damage which may be caused as a result of any alleged negligence or breach by us of these terms and conditions.

    HACKS, SECURITY & HACK REPAIR – Love Communications implement a number of security processes and software solutions to harden your WordPress websites against malicious activity and intrusions.

    Love Communications consider Hacking an illegal activity and cannot guarantee your site won't be hacked, however, we will do our best to ensure it isn't. You may be recommended to change hosts, credential updates, software & plugin installations and other solutions in order for us to be satisfied your site is adequately protected.

    Where the protection of your data, and that of your clients, is imperative, we will suggest trusted hosts with aggressive security monitoring to ensure you have the best protection against malicious activity.

    You may also opt into to our Hack Repair option offered during the sign up process. This service is a monthly subscription add on.

    In the even that your WordPress website is affected by a hack or hack attempt, we will do everything in our capacity to assist. If the hack is difficult to defuse, we will refer you to an expert service to remove the hack and restore your site.

    We keep backups of all our maintenance plan clients sites and will restore a backup for you wherever necessary.

    IF you do require additional security features you can contact us to discuss these at any time.

    SOFTWARE OWNERSHIP – Your website build contains combination of third party software solutions (this includes but is not limited to: WordPress CMS, Themes & Plugins, Fonts, Integrations, Widgets, API's). Those solutions will be configured and optimised for your site, however, all software and code owned by third parties will be used within the license agreement of its respective owner. To that effect, neither Love Communications nor The Client own such third party software or code, and the client (and Love Communications) may only use such software or code within the rules of the license agreement. Love Communications agrees to provide access to the terms of the license relating to such third party software and code, if requested by the client.

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