Website Support & Maintenance Packages – Terms and Conditions

1. Introduction

These Terms and Conditions govern the provision of website support and maintenance services (“Services”) by thstudio (“Provider”) to the client (“Client”). By purchasing a support and maintenance package, the Client agrees to these terms.

2. Scope of Services

The Provider agrees to perform website support and maintenance as per the selected package. Services may include but are not limited to:

• Website updates (CMS, plugins, themes, etc.)
• Security monitoring and malware scans
• Performance optimisation
• Backup management
• Technical support
• Bug fixes
• Other package specific services

3. Service Packages & Payment

• The Client must select a package based on their requirements.
• Payment must be made in advance on a monthly, quarterly, or annual basis, as agreed.
• Failure to make timely payments may result in service suspension.
• Prices are subject to change with prior notice.

4. Exclusions

The following services are not included unless explicitly stated:

• Major website redesigns or development
• Custom coding beyond minor bug fixes
• Content creation beyond updates included in the package
• Hosting services
• Third-party software licensing costs

5. Response Time & Support Hours

• Support requests must be submitted via the designated support channel support.thstudio.co.uk
• Response times vary depending on the package but typically range between 24 to 72 hours.
• Support is provided during business hours, excluding holidays unless otherwise stated.

6. Client Responsibilities

• The Client must provide necessary access credentials for website maintenance.
• The Client agrees not to interfere with maintenance tasks that may compromise service delivery.

7. Liability & Disclaimer

• The Provider is not responsible for damages caused by third-party software, cyberattacks, or force majeure events.
• While best efforts will be made to maintain website security, the Provider does not guarantee that the website will be 100% secure from threats.
• The Provider is not liable for any downtime, lost revenue, or indirect damages resulting from website maintenance activities.

8. Termination & Cancellation

• Either party may terminate the agreement with 30 days’ written notice.
• No refunds will be issued for unused portions of a prepaid service period.
• The Provider reserves the right to terminate the service if the Client breaches any terms.

9. Confidentiality

Both parties agree to maintain confidentiality concerning sensitive website information, access credentials, and proprietary business data.

10. Governing Law

These terms shall be governed by and interpreted in accordance with the laws of [Your Jurisdiction]. Any disputes shall be resolved through arbitration or legal proceedings in the appropriate jurisdiction.

By purchasing a website support and maintenance package, the Client acknowledges and agrees to these Terms and Conditions.