Website Maintenance Service Terms
This document describes the scope of the Shiftworks website maintenance service: what the plans include, what falls outside them, and the conditions under which the service is provided.
Scope of the service
The maintenance service includes the following, at the frequency and within the limits set out in the plan you contract:
- System, dependency and integration updates.
- Correction of website errors and faults.
- Security and availability monitoring, with alerts to the client.
- Independent backups, stored outside the hosting, with restore.
- Ongoing review of speed and technical health.
- Verification of indexing, structured data and readability for AI engines.
- Content changes up to the hours included in the plan.
- Monthly report.
What is not included
- Hosting and domain under the client's management.
- Renewal and payment of the domain and hosting.
- Outages, slowness or failures caused by the hosting provider.
- Third-party software licences and subscriptions.
- Failures in integrated external services (payments, email delivery, APIs).
- Correction of problems resulting from changes made by third parties without prior coordination.
- Development of new features, redesign or creation of pages.
- Production of content, copy, photography and video.
- Advertising campaigns and social media management.
Response times
The response times stated in each plan — 48 hours on the Professional plan and 24 hours on the Advanced plan — refer to the start of the work, not to the resolution of the problem.
How long resolution takes depends on the nature and the origin of the fault. Where the cause lies in the website, resolution is the responsibility of Shiftworks. Where it lies in the hosting or in an external service, Shiftworks identifies the cause, reports it and follows the process with the provider, but the resolution depends on that provider.
Client obligations
- Keep the hosting and the domain active and paid for.
- Provide the access required to deliver the service.
- Report changes made to the website by the client or by third parties.
Feasibility assessment
The feasibility of the service is assessed in the initial audit, which examines the technology, the size and the hosting of the website. If any condition prevents the service from being delivered properly, it is reported before any commitment is made, together with the options available to resolve it.
Suspension of the service
The service is suspended if the hosting or the domain expires, with no refund of the corresponding period.
These terms complement the plans and prices set out on the service page. Back to website maintenance →