WordPress Maintenance Terms & Conditions
Cheltenham Medias WordPress Maintenance terms and conditions outline what you can expect from us and what we can expect from you in relation to our WordPress Maintenance packages.
1. WordPress Maintenance Requirements
There are certain requirements that the Client must fulfil in order for Cheltenham Media to effectively maintain their WordPress site. Cheltenham Media cannot not be held responsible for any issues that occur if the Client has not fulfilled these requirements.
1.1. Administrator Account
1.1.1. Cheltenham Media will require a user account with the Administrator role on your site. We will not disclose the login credentials of this account to third parties or make unauthorised changes to your site under any circumstances.
1.1.2. The Client will be responsible for user accounts or Cheltenham Media can manage these for you.
1.2. FTP (File Transfer Protocol)
1.2.1. Cheltenham Media will require a FTP account to upload and download files. We will not disclose the login credentials of this account to third parties or upload unauthorised files to your server under any circumstances.
1.2.2. The Client will be responsible for FTP accounts or Cheltenham Media can manage these for you.
2. WordPress Core, Plugins & Themes
Definitions of WordPress core files, plugins and themes, and terms and conditions that involve them.
2.1. WordPress Core
2.1.1. WordPress core refers to the directories and files that comprise WordPress, available from WordPress.org.
2.1.2. The Client agrees that they will not edit any WordPress core files.
2.1.3. Any issues that arise from the editing of WordPress core files will be charged at four times our standard maintenance charge hourly rate to repair.
2.2. WordPress Plugins
2.2.1. A plugin is software that expands the core functionality of WordPress. “Plugins” refers to the directories and files that comprise a WordPress plugin, whether it is a free plugin from the WordPress repository, a bespoke plugin built by Cheltenham Media or a premium plugin purchased from a software marketplace.
2.2.2. The Client agrees that they will not edit any WordPress plugin files.
2.2.3. Any issues that arise from the editing of WordPress plugin files will be charged at four times our standard maintenance charge hourly rate to repair.
2.3. WordPress Themes
2.3.1. A theme is software that defines the visual design of a WordPress site. “Themes” refers to the directories and files that comprise a WordPress theme, whether it is a bespoke theme built by Cheltenham Media or a purchased premium theme.
2.3.2. The Client agrees that they will not edit any WordPress theme files.
2.3.3. Any issues that arise from the editing of WordPress theme files will be charged at four times our standard maintenance charge hourly rate to repair.
3. WordPress Updates
Updates to WordPress Core, plugins and themes are released on an ongoing basis to fix bugs and offer new or improved functionality.
3.1. WordPress Core Updates
3.1.1. Minor updates (point updates – 4.7.0, 4.7.1, etc.) will be performed automatically by your site if automatic updating has not been disabled. If an automatic update has not been triggered by 48 hours after its release, we will update your site manually.
3.1.2 Major updates (4.5, 4.6, 4.7, etc.) will not be performed automatically by default. We will update your site within 48 hours of the update release. We will take a backup of your database before all major updates.
3.2. WordPress Plugin Updates
3.2.1. We will update plugins installed on your site within 48 hours of their release if updating via the WordPress update functions.
3.2.2. Plugins purchased from a marketplace that cannot be updated via the WordPress update functions will be updated via FTP within 48 hours of receiving the plugin files from the Client.
3.2.3. Plugin updates that require premium theme templates to be updated will be performed within 48 hours of receiving the updated theme files unless not updating the plugin poses a security threat to the site. In these cases, the plugin will be updated within the standard timescale.
3.3. WordPress Theme Updates
3.3.1. We will update themes installed on your site within 48 hours of their release if updating via the WordPress update functions.
3.3.2. Themes written by Cheltenham Media will be updated as and when necessary to function with altered core or plugin functions.
3.3.3. Themes purchased from a marketplace that cannot be updated via the WordPress update functions will be updated via FTP within 48 hours of receiving the plugin files from the Client.
4. WordPress Security
This section applies if your package includes security.
4.1. WordPress Security Plugins
4.1.1. Cheltenham Media will install a security plugin on your site that will scan your WordPress folders for suspicious files and compare plugin and theme files against originals in the WordPress repository. Plugins and themes purchased from a marketplace will not be compared.
4.1.2. The scans and comparisons will be performed no less than once per week.
4.1.3. Cheltenham Media will act as necessary on the reports from the security plugin.
4.1.4. The Client agrees not to change the settings of the security plugin without prior authorisation from Cheltenham Media.
4.2. WordPress Backups
4.2.1. Cheltenham Media will back-up your database daily (usually overnight.
4.2.2. Cheltenham Media back-up all media files on your site once per day.
4.2.3. Cheltenham Media will store two back-ups at any one time. These back-ups will be replaced by the latest back-up.
5. WordPress Expansion
This section applies if your package includes expansion.
5.1. WordPress Plugin Suggestions
5.1.1. As Cheltenham Media works with clients, we get to know what a client is looking for from their site. We will suggest plugins, free or paid, that may enhance visitors’ experience on the Client’s website.
5.1.2. The Client is under no obligation to install any plugin suggested by Cheltenham Media.
5.2 WordPress Plugin Assistance
5.2.1. If the Client would like a suggested plugin installed on their site, Cheltenham Media will offer assistance, without extra charge, to install and configure the plugin.
6. Fees & Charges
6.1. Payment of Fees
6.1.1. Fees are payable in Pounds Sterling by the following methods:
184.108.40.206. Credit or debit card – all credit and debit card transactions are handled by PayPal.
220.127.116.11. Bank deposit or transfer – our bank account details will be shown on your invoice. Please ensure you add your invoice number to the payment reference.
18.104.22.168. PayPal – please ensure you add your invoice number to the payment reference.
6.1.2. Cheltenham Media reserves the right to restrict payment methods without notice and without giving reason.
6.1.3. Full payment of the first invoice is required in advance, before the service is established.
6.1.4. We will send an invoice to your registered email address one day before your monthly maintenance package is due to expire.
6.2. Non-Payment of Fees
6.2.1. Payment is due on or before your current expiry date.
6.2.2. If payment is not made by 14 days after the expiry date, we will suspend your maintenance package and we will not perform any maintenance on your site. Cheltenham Media will not be held responsible for any issues that arise on your site in these circumstances.
6.2.3. If payment still has not been made by 28 days after the expiry date, Cheltenham Media reserves the right to cancel the Client’s WordPress maintenance package.
6.2.4. By cancelling the Client’s WordPress maintenance package, Cheltenham Media does not remove the Client’s obligation to pay any outstanding monies owing.
7. Cancellations & Refunds
7.1. Cancellations & Refunds
7.1.1. Should you wish to cancel during the first 7 days of your maintenance package, please let us know as soon as possible in writing, by email. Your package will be cancelled and we will refund any charges paid. Please allow 7 working days for cancellations to be processed.
7.1.2. After the first 7 days of your maintenance package, you must give one calendar month’s notice of cancellation. Please let us know of your intention to cancel in writing, by email or via the linked form. Your package will be cancelled after the notice period.
7.1.3. Cheltenham Media will not perform any maintenance on your site after the package has been cancelled and will not be held responsible for any issues that arise on your site after the cancellation date.
8.1.1. This Agreement shall be governed by the laws of England and Wales which shall claim venue and jurisdiction for any legal action or claim arising from the contract between Cheltenham Media and the Client. The said contract is void where prohibited by law.
8.2. Survival of Contract
8.2.1. Where one or more terms of the said contract are held to be void or unenforceable for whatever reason, any other terms of the contract not so held will remain valid and enforceable at law.
8.3. Change of Terms and Conditions
8.3.1. These terms & conditions may change from time to time. The Client will be informed of revisions as and when they are issued. WordPress Maintenance Terms and Conditions were last updated on 22 February 2017.