2026-10-15 | Version 2026.10.15
Support and hosting are purchased services with defined systems, tasks, limits, fees and service windows. These business terms apply only when incorporated into an accepted support order. Development fees or a website description do not create unlimited maintenance or 24/7 response.
The Order identifies who owns the infrastructure account, region, resources, monitoring, patching, backup tasks, support hours and response targets. Response means acknowledgment or initial investigation, not guaranteed resolution. Uptime credits or recovery objectives exist only if expressly agreed, measured and priced.
New features, major rebuilding, extensive migration, advanced audits, forensic response, malware removal and bespoke recovery are additional work unless included. A specifically purchased backup, patch or incident duty remains meaningful even when a problem involves an attack or external host.
Unless the Order differs, fees are paid in advance within 7 calendar days; included hours expire each service period unless a defined rollover exists. Purchased recurring tasks remain due even if the client uses few support hours. Minimum terms, external charges and renewal must be disclosed and accepted.
Future price changes require at least 30 calendar days' notice and a cancellation opportunity before the higher price. A past paid term is not repriced retrospectively. For overdue undisputed hosting payment, normal suspension follows notice and 7 days to cure; urgent threats, fraud or unlawful activity may require immediate proportionate action. Suspension is not authorisation to destroy data or interfere with unrelated client systems.
The Order specifies datasets, frequency, retention, region, access, verification and restoration tests where purchased. A snapshot is not necessarily an independent backup. No recovery guarantee covers data never successfully backed up; failure to perform our purchased backup obligation remains subject to remedies. The client maintains its own allocated duties and lawful content and access.
Processor access to production personal data requires the applicable DPA, subprocessors and approved countries. Mandatory incident notifications are not restricted to ordinary support windows. No unheld security certification is claimed.
Client Data remains the client's. Standard export and exit instructions are stated for the actual service. Where a business order uses our default DPA, standard retrieval is available for 30 days after service end, active copies are removed within 60 days and backups within 90 days, subject to lawful holds, mandatory shorter rights and the completed schedule. Separate products may state different lawful retention.
Where EU Data Act switching rules apply, their notice, transition, information, retrieval and security requirements prevail. The ordinary maximum notice is 2 months, normal transition is 30 days and retrieval at least 30 days, with only permitted exceptions. Before 12 January 2027 any switching charge is limited to lawful directly linked costs; from that date no prohibited switching or egress charge applies. Protected IP is not assigned, but cannot be used to block required export.
The accepted business Order's lawful 3-month affected-service damages cap and indirect-loss exclusions apply, with fraud, intentional breach and other mandatory exceptions. Earned charges and expressly agreed commitments are reconciled on exit without double recovery; unearned uncommitted balances are accounted for. Optional bespoke migration may be priced only where law permits. Signed agreements control negotiated terms.