Hosting Terms & Conditions

1. Summary

We’ll always do our best to fulfil your needs and meet your expectations, but it’s important to have things written down so that everyone knows what’s what, who should do what and when, and what will happen if something goes wrong.

So in short:

We provide robust, high quality WordPress hosting through our chosen hosting provider, Linode, where we have built our own hosting platform. Key elements of our hosting provision are as follows:

• Security: The Linode hosting platform features robust, enterprise-grade security. Sites are hosted on a shared hosting platform, within logically separate environments. SSL certificates are installed by default for each site.
• Backups: Automated backups are taken daily, weekly and monthly. We backup the whole server and each individual site. If something goes wrong, your site can be restored back to a selected backup.
• Support: Hexagon Webworks provides hosting support when we’re available (normally Monday – Friday, 9:00am – 6:00pm).
• Technology: The Linode hosting platform uses PHP 7 & best-in-class architecture to ensure speed & reliability.
• Updates: Updates are handled through our Ongoing Website Success Programme (separate fees apply); please see terms and conditions here.

2. Hosting Allowances

Our hosting plans include generous quotas – the standard plan listed below is adequate for most small business websites. If these plans don’t fit, ask us for a custom quote – we will also advise when it’s more cost effective to go direct to WP Engine & pay us for updates only.

3. Service Duration & Renewal

Our hosting agreements run for twelve months, unless agreed otherwise. Your hosting renewal date is shown on your annual hosting invoice. Payment is due in advance.

Your hosting agreement will automatically be renewed for successive twelve month terms unless you cancel the agreement in writing (an email is fine) at least 30 days prior to the renewal date. Unless you cancel, we will automatically invoice you for the renewal fees for the following term.

We review our hosting fees annually and so your annual renewal fee may change. We will always notify you of forthcoming price changes.

4. Acceptable Use Policy

The Linode Acceptable Use Policy outlines certain restrictions related to the use of their hosting services; these apply to your use of our hosting provision:

Acceptable Use Policy

5. Service Availability

The Linode Master Service Agreement addresses the uptime guarantees in relation to their hosting services; these apply to your use of our hosting provision:

Service Legal Agreement

6. Support

We provide hosting support when we’re available (normally Monday – Friday, 9:00am – 6:00pm).

7. Payment terms

We’re sure you understand how important it is as a small business that you pay the invoices that we send you promptly; you therefore agree to stick to the following payment schedule:

• We issue invoices electronically
• Payment is due no later than the beginning of your service period, as stated on your invoice
• Payment may be made by BACS or cheque (we prefer BACS if possible); the appropriate bank account details will be on our invoice
• We reserve the right to cancel your hosting account and remove your website if we do not receive timely payment

8. But where’s all the horrible small print?

We’ll carry out our hosting commitments in accordance with industry good practice and at the standard expected from a suitably qualified organisation with relevant experience. That said, we can’t guarantee that our work will be error-free and so we can’t be liable to you or any third-party for damages, including lost profits, lost savings or other incidental, consequential or special damages, even if you’ve advised us of them.

Your liability to us will also be limited to the amount of fees payable under this contract and you won’t be liable to us or any third-party for damages, including lost profits, lost savings or other incidental, consequential or special damages, even if we’ve advised you of them.

Although our hosting provision includes regular backups of your site and content, we can’t guarantee there will be no loss or corruption of data. Corrupt or invalid backup points may be caused by, among other things, content that is corrupted prior to being backed up or that changes during the time a backup is performed. We will provide support to you and attempt to troubleshoot any known or discovered issues that may affect your backups, but we can’t accept liability related to the integrity of your backups or the failure to successfully restore your content to a usable state. You should maintain a complete and accurate copy of your website and content in a location independent of our hosting platform.

Just like a parking ticket, neither of us can transfer this contract to anyone else without the other’s permission.

We both agree that we’ll adhere to all relevant laws and regulations in relation to our activities under this contract and not cause the other to breach any relevant laws or regulations.

This contract stays in place and need not be renewed. If any provision of this contract shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from this contract and shall not affect the validity and enforceability of any remaining provisions.

Although the language is simple, the intentions are serious and this contract is a legal document under exclusive jurisdiction of English and Welsh courts.