Terms and Conditions for Website Maintenance and Update Services
Last update: 21 March 2025
1. Service Scope
This service includes the following ongoing maintenance and monitoring activities:
Uptime Monitoring: Ensuring your website is accessible and functioning properly.
Update Monitoring: Tracking available updates for your CMS, plugins, operating system, and framework version..
Regular Health Checks: Periodic reviews of your website’s technical health to identify potential issues.
Regular Speed and Performance Checks: Monitoring and identifying opportunities to increase your website’s loading speed and overall performance.
Regular Suggestions and Recommendations: Providing actionable insights for website improvements and user experience enhancements.
The first month of the subscription is fully dedicated to website intake, analysis and reporting, including:
A comprehensive technical analysis of your hosting environment and website.
Creation of a staging environment (if not already available).
Development of a test plan and local setup of your codebase in our development environment.
A detailed report with findings and recommendations.
For Single Shot Orders the above description remains largely the same but instead of creating regular tasks the focus is on analysis, remediation, recommendations and instructions.
2. Credits Usage
Each subscription plan includes a (monthly/yearly) allocation of credits and each Single Shot Order includes a 1 time allocation of credits that are used for various tasks, such as:
Installing updates for your CMS, components, modules, or OS.
Fixing issues or bugs on your website.
Making small or large changes or improvements to your website. This includes, but is not limited to:
Minor tweaks to design, content, or functionality.
Major updates, such as a complete overhaul, redesign or technology transition of your website (migrating from outdated CMS platforms such as older versions of Concrete5 or other CMS frameworks to modern, headless web solutions to improve manageability, performance, and scalability through technology upgrades).
Automatic Credit Usage:
We will use available credits for small interventions, regular tasks, and required fixes up to 1 hour worth of credits per task without requesting prior approval from the client. This ensures timely resolution of minor issues and uninterrupted execution of regular tasks.
For tasks that require more than 1 hour worth of credits we will always seek client approval before proceeding.
Credit Rollover:
Unused credits roll over to the next month for a maximum of 6 months. After 6 months, any unused credits will expire.
3. Additional Work
If additional work is required beyond the scope of the regular maintenance services, clients may use their available credits or purchase additional credits to expedite the work.
4. Billing and Payments
The monthly or yearly subscription fee and Single Shot Orders are billed in advance and cover the ongoing maintenance and monitoring services, as well as the (monthly/yearly/one-time) allocation of credits.
Additional credits can be purchased separately and are billed at the time of purchase.
We reserve the right to change our pricing model and/or prices and/or discounts at any moment. All pricing modifications will be communicated to those subscribed to the affected services at least 30 days before these changes take effect.
5. Cancellation Policy
Subscriptions can be cancelled at any time. Upon cancellation, the service will continue until the end of the current billing cycle (monthly or yearly), after which it will be discontinued. No refunds will be issued for unused credits or subscription fees, regardless of the cancellation date.
Single Shot Orders (non-subscription based) can be cancelled at any time. A 50% refund will be provided in case the work has not been started. No refund will be provided once the work has been started.
6. Limitations
CamelWeb is not responsible for issues arising from third-party software, plugins, or services not directly managed by us. However, we will make reasonable efforts to resolve such issues on a best-effort basis.
Emergency fixes or work outside the scope of the service may incur additional charges.
7. Acceptance of Terms
By subscribing to and/or ordering the service, clients agree to these terms and conditions.