1. Scope
This Policy applies only to plans or proposals that expressly include website maintenance. Hosting or initial development does not include ongoing maintenance by default.
2. Potentially included tasks
- CMS, plugin, and theme updates.
- Basic availability and functionality checks.
- Pre-update backups where included.
- Malware scanning and security patches.
- Basic optimization, error review, and minor adjustments.
- Support within the contracted hours and scope.
3. Exclusions
- Redesigns, new pages, functions, or integrations.
- Bulk content or product entry.
- Licenses, stock media, copywriting, or third-party services.
- Repair of third-party modifications.
- Preexisting infection cleanup or forensic investigation.
- Permanent compatibility with obsolete software.
- SEO, advertising, accessibility, or legal compliance unless expressly contracted.
4. Updates and compatibility
Updates may cause incompatibility, visual defects, or lost functionality due to third-party changes. DFX may postpone an update, use staging, disable a component, or recommend replacement.
5. Access and third parties
The Customer must provide valid access and disclose third-party involvement. Repairs caused by agencies, employees, developers, plugins, themes, DNS, or external integrations may be separately quoted.
6. Content and approvals
The Customer must provide copy, images, pricing, legal text, and approvals. Customer delay extends delivery schedules.
7. Security
The Customer must follow security recommendations, remove unnecessary users, use MFA, and avoid pirated software. Rejecting critical updates means accepting the associated risk.
8. Backups
Pre-update copies are preventive and governed by the Backup Policy. They do not guarantee complete recovery.
9. Emergency incidents
DFX may place a site in maintenance mode, isolate it, or disable components during an active risk. Containment takes priority over temporary functionality.
10. Hours and requests
Tasks are charged against plan allowances. Additional, urgent, or after-hours work may require a separate quote.
11. Termination
When maintenance ends, monitoring, updates, and reviews cease. The Customer must ensure continuity, renew licenses, and download available documentation or backups.