1. Introduction #

Our Website Management services, are designed to help you maintain the performance and security of Your website.

2. Website Management Bronze Service #

2.1 Scope of Service #

We provide a complimentary, unmanaged backup and website management service to enhance the security of your website and ensure data redundancy. This service is designed to assist you in safeguarding your website without active management from our team.

2.2 Backup Limitations #

Our service includes incremental backups that are taken nightly. The backups are encrypted and stored off-site. The backups are retained for a period specified by the backup retention policy.

2.3 Backup Availability #

Backup files can be accessed through the Hippo Panel, allowing you to restore your website to a specific point within the retention window. Please note that this service does not include managed restoration, and it is your responsibility to perform restorations as needed.

2.4 Termination of Service #

Upon the termination of the parent service, all stored backups are removed. We advise downloading a copy from your Hippo Portal before cancellation.

3. Website Management Silver Service #

3.1 Scope of Service #

This is a managed backup and website management service to enhance the security of your website and ensure data redundancy. This service is designed to assist you in safeguarding your website without active management from our team.

3.2 Backup Limitations #

Our service includes full backups that are taken nightly. The backups are encrypted and stored off-site.  The backups are retained for a period specified by the 30 day backup retention policy.

3.3 Backup Availability #

Backup files can be accessed through the Hippo Panel, allowing you to restore your website to a specific point within the 30 day retention window. If an issue arises, you can also contact our emergency team for assistance to assist in the backup restoration.

3.4 Large Backup Files #

Backups exceeding 10 GB may incur an additional fee of £1.99 per 10 GB per month.

3.5 Extended backup retention #

Extended backup retention is available at £1.99 for each additional 10 days per month.

3.6 Termination of Service #

Upon the termination of the parent service, all stored backups are removed. We advise downloading a copy from your Hippo Portal before cancellation.

4. Website Management Gold Service #

4.1 Scope of Service #

This service includes all the features, and therefore applicable terms and conditions, for the Silver Service. In addition, it includes content updates.

4.2 Content Update Allowance #

Monthly Updates: The subscription includes up to four content updates per month.
Definition of a Month: Each month is defined as a calendar month.
Rollover: Unused updates cannot be rolled over to subsequent months.

4.3 Scope of Content Updates #

Included Updates:

Adding or updating a blog post, including images.
Updating existing text or images on existing pages.
Adding new text or images to existing pages.
Updating or adding other elements within the website.

Exclusions:

The service does not include any additional design work, creation of new web pages, updates to the website’s menu or structure, addition of new plugins, or setup of additional services.
These excluded services are available at our standard development rate of £69.99 per hour, billed in 15-minute increments.

4.4 Additional Content Updates #

Should you require more than the included four updates in any given month, additional updates will be provided at our standard rate of £59 per hour, billable in 15-minute increments.

4.5 Content Provision #

Customer Responsibilities: You are responsible for providing all necessary content (text and images) for updates.
Notification: Please inform us at support@hipposerve.co.uk and provide all required content for updates.

4.6 Quality Assurance #

Proofreading: We make every effort to proofread updates, but the final check and responsibility remain with you. =
Final Check: The responsibility for the final content check lies with you, the customer.
Liability: Hipposerve cannot be held responsible for any losses incurred due to errors in any published update.

5. Website Management Platinum Service #

5.1 Scope of Service #

This service includes all the features, and therefore applicable terms and conditions, for the Gold Service. In addition, it includes ecommerce updates.

5.2 E-commerce Update Service #

As an enhancement to our Gold service tier, this subscription includes dedicated updates for your e-commerce platform, designed to keep your online store current and optimized:

• Product Additions: You can add up to six new products to your platform each month.
• Product Updates: Update images or descriptions for up to six products per month.
• Pricing Adjustments: Make price changes to your products up to ten times per month.
• Reporting: Receive one detailed transaction or sales report per month.

5.2 Additional E-commerce Updates #

Product Updates, price Updates and addition of new products are charged at £2.99 per item, with bulk discounts available.

6. Backup Disclaimer. #

Please be advised that our backup services are managed by a third-party provider. While, we select our third-party vendors based on their reliability and performance track record. We do not directly control the operation or management of the backup processes. As such, we cannot be held responsible for any failures, data loss, or data integrity issues that may occur due to actions or omissions by the third-party provider.

The third-party provider stores all backups on encrypted, remote servers, which are designed to be secure and protected against data loss. However, We make no representations or warranties regarding the ultimate safety or accessibility of the data stored by the third-party provider. In the event of a failure by the third-party provider, our liability will be limited to using reasonable efforts to assist you in retrieving backup data or transitioning to a new service provider, if necessary.

We strongly recommend that clients maintain their own separate backups, independent of those provided through our services, to ensure data redundancy. It is your responsibility to ensure that your backup needs are met and that additional backups are in place should the third-party service fail to perform as expected.

In no event will We be liable for any indirect, special, incidental, consequential, or punitive damages including but not limited to, loss of profits, business interruptions, loss of business opportunity or other pecuniary loss, even if advised of the possibility of such damages. This limitation of liability reflects an allocation of risk between the parties in light of the fees charged for the services. If you have specific needs or concerns about the backup services, please contact our support team to discuss alternative solutions that may be available.

By using our backup services, you acknowledge and agree that the handling, storage, and security of your data is primarily the responsibility of the third-party provider, and that We play no active role in the direct handling of backup data. We disclaim all liability for any loss, theft, or corruption of your data, or for any damages or loss resulting from the reliance on or use of the backup service provided through the third party.

This disclaimer is intended to be as broad and inclusive as permitted by the law of the jurisdiction in which the services are provided. If any portion of this disclaimer is held invalid or unenforceable, the remaining portions shall remain in full force and effect.