Website Maintenance Terms

These Website Maintenance Terms apply to clients who engage DIGITALO Pty Ltd (“DIGITALO”, “we”, “our” or “us”) to provide ongoing website maintenance, Website Care Plans or website support services.

Important: These Website Maintenance Terms apply to all DIGITALO Website Care Plans and ongoing website maintenance services. They should be read together with our General Terms & Conditions, which apply to all DIGITALO services.

Our goal is to help keep your website secure, reliable and performing well through proactive maintenance and timely support.

These terms apply to all DIGITALO Website Care Plans unless otherwise agreed in writing.

1. Scope of Services

Depending on your selected Website Care Plan or quotation, DIGITALO may provide services including:

• WordPress core updates
• Theme updates
• Plugin updates
• Website backups
• Security monitoring
• Malware scanning
• Uptime monitoring
• Performance checks
• Minor content updates
• Technical troubleshooting
• General website support
• Other maintenance services as agreed.

The exact services included will be those outlined in your accepted quotation, Care Plan or maintenance agreement.

Any work outside the agreed scope may be quoted separately before work commences.

2. Client Responsibilities

To help us provide effective maintenance services, clients agree to:

• maintain current hosting and domain registrations unless managed by DIGITALO;
• ensure third-party software licences remain valid where they are the client’s responsibility;
• provide website access and relevant information where required;
• review completed work within a reasonable timeframe;
• maintain secure passwords and account security;
• advise DIGITALO of any suspected website issues as soon as practical.
• keeping contact information up to date;
• promptly reviewing and approving requested work.

Clients remain responsible for the accuracy and legality of all website content.

3. The Nature of WordPress Updates

You acknowledge that:

• Third-Party Code: Plugins and themes are developed by third parties. We are not responsible if a third-party developer releases a buggy update or ceases support for their product.

• Compatibility: Sometimes updates cause “conflicts” (e.g., a new WordPress version breaking an old plugin). Fixes for these conflicts are included in our maintenance time, but major rebuilds required by software obsolescence may be quoted separately.

4. Security & Malware Disclaimer

DIGITALO follows recognised best practices to help improve website security, including applying software updates where included within your maintenance plan.

Website maintenance significantly reduces the risk of security issues but cannot eliminate them entirely. As cyber security threats continually evolve, no website or online service can ever be guaranteed to be completely secure.

No website can be guaranteed to be completely protected against:

• malware;
• hacking;
• phishing;
• brute-force attacks;
• zero-day vulnerabilities;
• plugin or theme exploits; or
• other cyber security threats.

Clients are encouraged to maintain strong passwords, enable multi-factor authentication where available and promptly report any suspected security concerns.

5. Website Backups

Where included within your Website Care Plan, DIGITALO may configure, monitor or manage website backups.

Although reasonable care is taken, no backup system can be guaranteed to operate successfully at all times. Backups may occasionally fail, become corrupted or be unavailable due to circumstances beyond our control.

Clients are encouraged to maintain their own independent backups of important website content wherever practical.

6. Software Licences

Many websites rely on premium themes, plugins, page builders, security software and other licensed products.

Unless otherwise agreed in writing, clients are responsible for maintaining valid licences for third-party software after website handover.

Failure to renew licences may affect software updates, security patches, compatibility and website functionality.

DIGITALO will advise clients where licence renewals are known to be required.

7. Software Obsolescence

Technology changes rapidly.

From time to time, websites may require more significant upgrades because software becomes outdated, unsupported or incompatible with current versions of WordPress, PHP, themes or plugins.

Where this occurs, DIGITALO will advise the client and provide a separate quotation before undertaking any major upgrade or redevelopment work.

8. Third-Party Services

Your Website Care Plan covers the maintenance of your website only. It does not include support for third-party software, hosting providers, email services, payment gateways or other external systems unless specifically included in your quotation or Care Plan.

9. Response Times

DIGITALO aims to respond to maintenance requests as promptly as practical during normal business hours (Monday to Friday, excluding Queensland public holidays.)

Response times vary depending on:

• the urgency of the issue;
• the complexity of the request;
• current workload; and
• any dependencies on third-party providers.

While every effort is made to respond promptly, specific response times are not guaranteed unless agreed in writing.

Any support hours or maintenance allowances included within your Website Care Plan apply only to the relevant billing period unless otherwise agreed in writing. Unused support time does not roll over to future billing periods.

10. Emergency Support

Emergency assistance requested outside normal business hours may attract additional charges.

While DIGITALO will make reasonable efforts to assist where available, we do not provide guaranteed 24-hour emergency support unless specifically agreed in writing.

11. Cancellation & Payment

• Notice: You may cancel your Care Plan with 14 days’ written notice.

• Payment: Plans are billed monthly in advance. Access to support and updates will be suspended if an invoice is more than 7 days overdue.

12. Limitation of Liability

To the maximum extent permitted by law, DIGITALO Pty Ltd is not liable for any consequential loss, loss of profit, or website downtime arising from software updates, hosting issues, or external cyber-attacks.

These Website Maintenance Terms should be read together with DIGITALO’s General Terms & Conditions and Privacy Policy.

If you have any questions about your Website Care Plan or these terms, please contact us. If you have any questions about your Website Care Plan or these terms, please contact us at info@digitalo.com.au. We’ll be happy to assist.