Hosting & Maintenance Addendum

This addendum sets the terms for our ongoing hosting, maintenance, and support services after your project has launched. It’s designed to keep your website or application running smoothly, securely, and up-to-date. It works together with our Master Terms of Service (MTS) and your project’s Statement of Work (SoW). The specific services, fees, and response times for your project will be detailed in your SoW or a separate Maintenance Agreement.

If you choose to host your project with us, here’s what that includes:

• Server Management: We will provision and manage the server environment where your application or website lives.
• Uptime: We partner with reliable, high-performance hosting providers to ensure your project is available and accessible. While we cannot promise 100% uptime (as no one can), we target a 99.9% uptime and will act swiftly to resolve any outages.
• Backups: We perform regular, automated backups of your application’s files and database. This ensures that in the event of a critical issue, we can restore your project to a recent state.

Think of this as your project’s health and wellness plan. Our standard maintenance services include:

• Software Updates: We will regularly update the core software, plugins, and libraries that your project depends on. This is crucial for security and performance.
• Security Monitoring: We’ll keep an eye out for security vulnerabilities and apply necessary patches to protect your project from threats.
• Performance Checks: We’ll periodically review your project’s performance to ensure it remains fast and responsive.

• Support Channels: All support requests must be submitted through our official support channel (e.g., a dedicated email address or support portal), which will be specified in your agreement. This ensures your request is tracked properly.
• Response Times: We will acknowledge your support request based on the priority levels defined in your specific maintenance plan.
  • “Urgent” (e.g., your website is down): We’ll respond within 2-4 business hours.
  • “Standard” (e.g., a minor bug or question): We’ll respond within 1-2 business days
• Business Hours: Our standard support hours are as published on our official company contact page, excluding South African public holidays.

Our maintenance plan is designed to cover the ongoing health of your project as it was delivered. The following types of work are not included in a standard maintenance plan and would require a separate quote or Change Order:

• New Feature Development: Adding new pages, sections, or functionality.
• Content Changes: Updating text, images, or other content on your website.
• Graphic Design Work.
• Fixing issues caused by:
  • Changes you or a third party made to the code.
  • Incompatible third-party plugins or services you installed.
• Extensive user support or training.

This policy ensures we can dedicate our maintenance time to keeping your project secure and performant.