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Terms and Conditions

Last Updated: 23-September-2023

Terms of Service for Maintaining a WordPress Website

WP360, along with its operator, is an autonomous service provider with a specialization in maintaining and supporting WordPress websites

This Agreement outlines the terms for the services provided by WP360. We’ll maintain, enhance, and support your website to ensure it runs smoothly. By agreeing to this, both WP360, represented by Ankit Sharma, and the Client understand and accept their roles, responsibilities, and expectations. This mutual understanding is the foundation of our commitment to a successful and lasting partnership in website maintenance and support.

Provider and Client hereby agree to accept and adhere to the following terms and conditions:

Description of Services

Maintenance and Updates

WordPress Core, Plugin, and Theme Updates: In Personal plans, your WordPress core, plugins, and themes are automatically updated when new major or minor releases are available. For Business and Enterprise plans, only minor releases (typically related to security) are updated automatically, and major releases are handled manually by a WordPress expert.”

Manual updates, called “Safe Updates,” consist of the following steps:

  1. Creating a backup restore point.
  2. Capturing before and after screenshots.
  3. Testing for a successful HTTP request to the site.
  4. Automatically rolling back the update if an error response occurs.

Theme updates are performed only under specific conditions:

  • Updates are applied to themes only when no direct changes have been made to Theme files.
  • This approach ensures that any prior customizations remain intact during the update process.

Site Quick Checks: Our WordPress expert will perform a brief inspection of your website to ensure its proper functionality. Should any issues be identified, we will promptly notify you and initiate resolution procedures in accordance with our Incident Response policy. For specific sites, a tailored checklist can be created to ensure that the most critical pages and areas of your website receive thorough examination.

Critical Vulnerability Updates: Some plugins and themes may be classified as having a “critical vulnerability,” indicating that they possess a recognized security flaw. Immediate action is necessary to mitigate the risk of malicious activities on your website. Our daily monitoring includes tracking such designations and applying updates as they become accessible. Additionally, we can disable plugins that are no longer available in the WordPress directory and explore suitable alternatives.

Server Software Updates: We routinely inspect and update the essential server software that powers your hosting server, which includes components like Apache, NGINX, PHP, MySQL, or MariaDB.

Manual Updates with Offline Testing: For Business and Enterprise plans, our WordPress experts handle manual updates, including the Safe Updates process. We employ a staging server to test these updates before applying them to the live website. This entails automatic rollback in case of failures and thorough visual inspections post-update, significantly minimizing the chances of issues arising on your live site.

Support and Professional Services

General Support Tickets: General Support encompasses addressing your inquiries related to WordPress, the admin center, plugin or site recommendations, and light troubleshooting. This assistance is provided through email or a ticketing system. It’s important to note that General Support does not cover issue resolution, the addition of new features, or custom coding. All our plans offer unlimited support, with Enterprise plans receiving the highest priority response, followed by Business plans, and then Personal plans.

Small Tasks / Tweaks: Small tasks refer to minor changes or tweaks that can be completed within 30 minutes or less. Examples of small tasks include modifications to the admin center (e.g., adding or removing a plugin), adjustments to your Theme customizations, publishing a blog post, or making minor code alterations. Tasks requiring more than 30 minutes of work are not included in our plans and will be separately quoted at our custom development rate. Personal plans include 1 small task per month, Business plans include 2 small tasks per month, and Enterprise plans provide unlimited small tasks with the highest priority.

Incident Response and Resolution: An “incident” refers to a disruption of service on your website, stemming from recent updates, hosting, infrastructure, DNS issues, security breaches, feature or display problems, or a significant decline in page loading performance. All our plans include our swift response to these issues and unlimited expert assistance to resolve the incident, except for issues that involve coding changes, such as those related to a customized theme or problems within plugin or WordPress core code. If code-level fixes are required, additional time can be acquired at our standard development/optimization rate.

Custom Development / Optimization Rate: For custom features, comprehensive optimization, or code-level alterations, we charge a monthly rate of $30/hr ($35/hr without a plan), payable within 30 days. We provide cost estimates and timelines for your budgetary considerations, and approval is required before any work commences. Larger projects may necessitate a deposit before work initiation.

Website Security

Security Enhancement, Monitoring, and Oversight:

  • All plans commence with an initial security enhancement procedure, which involves manual scans, the installation and configuration of plugins, and the establishment of various monitoring and reporting systems.
  • Subsequently, we continually monitor these systems for vulnerabilities and potential intrusions, taking prompt action to manage and rectify any security issues or hacks, including the cleanup of compromised websites.

Emergency Security Incident Response:

  • Our services across all plans encompass an immediate response to any security-related incident.
  • We conduct a thorough review of the situation, apply necessary fixes or restore the site from backups, address vulnerabilities, and keep you well-informed in accordance with our Incident Response policy.

Malware, Blacklist, and Vulnerability Scans:

  • We employ a combination of systems and checks to maintain continuous surveillance of your website, seeking out security-related concerns like malware or critical vulnerabilities.
  • In the event of a discovery, we swiftly implement our Emergency Security Incident Response plan to locate and resolve the issue urgently, while making necessary changes to prevent its recurrence.

Google Safe Browsing / Web Trust Checks:

  • Our monitoring systems include checks to ensure that Google and other entities have not blacklisted your site or identified it as potentially malicious.
  • These checks encompass Google Safe Browsing, Norton Safe Web, Sucuri Labs, SpamHaus DBL, Yandex, ESET, and others. If your site is blacklisted, we promptly implement our Emergency Security Incident Response plan to address and rectify the issue urgently, while implementing measures to prevent its reoccurrence.

Website Change History Logging:

  • We install and configure the Simple History plugin to maintain a comprehensive log of alterations made within the WordPress admin center.
  • This log includes details about changes made by each user and the corresponding dates, which can prove invaluable in diagnosing potential issues.

WordFence Security Plugin with Endpoint Firewall:

  • Across all plans, we handle the installation, configuration, monitoring, management, and upkeep of the WordFence security plugin.
  • Business and Enterprise plans also include a license for the premium version of WordFence. This plugin offers features such as malware scans, security blocks and throttling, and an endpoint firewall that operates directly on the website itself.

Sucuri Pro Website Application Firewall (WAF):

  • Enterprise plans come with a Sucuri Pro license, inclusive of setup, configuration, monitoring, management, and maintenance.
  • Sucuri Pro offers professional-grade malware and security scans, as well as a cloud-based firewall that functions prior to visitor access to the site. Additionally, it provides a robust Content Delivery Network for enhanced speed optimization.

Page Load Speed

Standard Speed Enhancement and Control:

  • Across all plans, we provide expert setup and configuration of diverse speed-enhancing tools to ensure your website loads swiftly.
  • We continually monitor the site’s performance and address speed-related issues following our Incident Response policy. Please note that code-level fixes and optimizations are not included but can be availed at the Provider’s hourly rate.

Content Delivery Network (CDN):

  • A CDN distributes your website from multiple servers across the country, enhancing site speed for all users while reducing the load on your hosting server.
  • Our services encompass setting up and configuring the free CloudFlare CDN within all plans.

Terms and Conditions

By accessing and using WP360, you agree to comply with and be bound by the following terms and conditions. If you do not agree with these terms and conditions, please refrain from using our website.

1. Changes to Terms

WP360 reserves the right to modify, amend, or replace these terms and conditions at any time without prior notice. It is your responsibility to review this page periodically for updates.

2. Intellectual Property

You may not use, reproduce, distribute, or display any portion of this website without prior written consent from WP360.

Disclaimer

At WP360, we are committed to providing top-notch security solutions to decrease the chances of hacking and malware threats to your website. Our team works diligently to offer you the best protection and assistance in the event of a security breach.

While we strive to minimize the risks and provide instant support, it is essential to understand that the internet environment is constantly evolving, and new threats may emerge. Despite our best efforts, we cannot provide a 100% guarantee that hacking and malware attacks will never occur.

However, rest assured that we are always here to help and will assist you in restoring your website to its optimal state, including storing the most recent backups to mitigate any potential data loss. Your security and peace of mind are our top priorities.