Website Support Plan Terms & Conditions

1. About our Support Plans

Wizify Digital provides ongoing website maintenance, monitoring and technical support through three plans: Basic, Growth and Elite.

Each plan offers a different level of care. The services provided depend on your selected plan, your website's requirements and any agreed exclusions.

Our Support Plans are designed to help keep your website secure, functional and up to date. They do not replace ongoing website development, content creation or digital marketing services.

2. Website hosting

1. All Support Plans include managed website hosting where required, subject to website eligibility.
2. Clients may retain their existing hosting provider, subject to a technical review confirming suitability for ongoing maintenance and support.
3. Support Plan pricing remains the same whether hosting is provided by Wizify Digital or externally.
4. Where external hosting is used, the client remains responsible for hosting fees, renewals and infrastructure managed by their hosting provider.
5. Hosting provided by Wizify Digital uses infrastructure selected according to the website's requirements. Websites requiring specialist infrastructure, unusually high resources or additional storage may require a separately quoted arrangement.
6. Domain registration, domain renewals, email hosting and other third-party services are not included unless expressly agreed in writing.
7. Website migrations, where required, are assessed individually and may incur a one-off fee.

3. Maintenance and premium licences

1. Maintenance includes applicable WordPress core, theme and plugin updates, together with routine security and website health checks appropriate to the selected plan.
2. Updates may be postponed where compatibility, security or stability concerns are identified.
3. Essential premium plugin licences supplied by Wizify Digital are included while the Support Plan remains active. Included licences are determined during onboarding.
4. Specialist plugins, third-party subscriptions and additional premium licences may be charged separately where they fall outside the agreed plan.
5. If the Support Plan ends, licences supplied through Wizify Digital's accounts may cease receiving updates or support. Clients may need to obtain their own licences to maintain those services.

4. Small content changes

1. Basic includes one small text or image change per month. Growth includes two, and Elite includes four.
2. A small change is a straightforward modification to existing website content, such as correcting text, updating a short paragraph or replacing an existing image.
3. Each change is limited to approximately 10 minutes of work and must be achievable within the existing website design and functionality.
4. Content allowances do not include new pages, layout redesigns, new sections, copywriting, image creation, new functionality, integrations or custom development.
5. Unused monthly changes do not accumulate or roll over to future months.
6. Work exceeding the agreed allowance or scope will be quoted separately and will not proceed without client approval.

5. SEO and performance support

1. Growth and Elite include the SEO, performance and website health checks specified in their respective plan descriptions.
2. These checks are intended to identify potential technical issues and improvement opportunities. They do not constitute an ongoing SEO campaign.
3. Keyword research, content creation, landing pages, search ranking campaigns, Google Business Profile management and other digital marketing services are quoted separately.
4. Google Analytics and Google Search Console checks are subject to the client providing appropriate access and the services being configured. Initial setup or substantial troubleshooting may be quoted separately.
5. Wizify Digital does not guarantee search rankings, website traffic, enquiries or commercial results.

6. Onboarding and eligibility

1. A website review may be required before support or managed hosting can commence.
2. Existing technical issues, malware, outdated software or structural problems may require separately quoted remediation.
3. Wizify Digital may decline or delay onboarding where a website presents significant technical, security or operational risks.
4. The selected plan may be reviewed where the website's requirements change significantly. Any resulting pricing or scope changes will be discussed before taking effect.

7. Backups and security

1. Backup frequency, retention and storage arrangements depend on the selected Support Plan and hosting environment.
2. Where a website is hosted externally, backup arrangements may depend on the capabilities and access provided by the hosting provider.
3. Backups are maintained as a precaution against technical failures and data loss. Successful recovery of every file or previous website state cannot be guaranteed.
4. Security monitoring and routine preventative maintenance are included as specified in the selected plan.
5. Malware removal, extensive restoration, recovery following a major incident and repairs arising from unauthorised changes may require a separate quotation.

8. Billing and payment

1. Support Plans are billed monthly in advance through Stripe or by invoice, as agreed.
2. All prices are in Australian dollars. GST treatment will be stated on the applicable invoice or quotation.
3. A minimum three-month commitment applies to new monthly Support Plan subscriptions.
4. Annual subscriptions, where offered, are billed upfront for a 12-month service period. Any applicable discount will be confirmed at the time of purchase.
5. Annual subscriptions are not ordinarily refundable for early cancellation, except where required by law.
6. Overdue payments may result in suspension of non-essential support services following notice. Any suspension of hosting will be subject to applicable law and reasonable notice.
7. Pricing changes will be communicated in advance and will apply from a future billing period, subject to existing contractual commitments.

9. Cancellation and website handover

1. After the initial three-month commitment, monthly plans may be cancelled before the next billing cycle.
2. Support continues until the end of the current paid service period, unless otherwise agreed.
3. When a Support Plan ends, Wizify Digital's maintenance services, supplied premium plugin licences and any included managed hosting will also end. Clients using external hosting retain their separate hosting arrangements.
4. Clients retain ownership of their website content and other materials they own, subject to applicable third-party licensing and any existing contractual arrangements.
5. Upon request, Wizify Digital will provide reasonable access to available website files and database exports to support a transfer, subject to applicable rights and obligations.
6. Migration to another hosting provider, technical assistance and additional handover work may be quoted separately.
7. Clients receiving managed hosting through Wizify Digital are responsible for arranging alternative hosting before their existing hosting service ends.
8. Website data may be deleted from Wizify Digital's hosting environment after the service ends, following reasonable notice and subject to applicable legal retention requirements.

10. Response and prioritisation

Support requests are handled during normal business hours, excluding public holidays. Growth and Elite receive priority email support according to their selected plan. Elite also includes priority troubleshooting.

Response and resolution times depend on the nature and complexity of the issue. Unless expressly agreed in writing, no fixed response or resolution timeframe is guaranteed.

11. Client responsibilities

1. Clients must provide reasonable access and information required to deliver the agreed services.
2. Clients are responsible for ensuring supplied content is accurate, lawful and appropriately licensed.
3. Clients must maintain current contact and billing details and notify Wizify Digital of significant changes affecting the website.
4. Changes made by clients or third parties may affect website stability and may require separately quoted remedial work.

12. Limitations and consumer rights

1. Wizify Digital takes reasonable care in delivering website support but cannot guarantee uninterrupted operation, complete security or prevention of all failures.
2. Where a website is hosted externally, Wizify Digital is not responsible for infrastructure or services outside its management or control, except to the extent required by applicable law.
3. To the extent permitted by law, Wizify Digital is not responsible for losses arising from circumstances outside its reasonable control, including third-party outages and failures, except where the loss results from Wizify Digital's own breach, negligence or other legally established liability.
4. Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including applicable Australian Consumer Law guarantees.

13. Changes to these terms

Wizify Digital may update these Terms & Conditions from time to time. Where changes materially affect an existing client's service, reasonable advance notice will be provided. Changes will not override existing contractual commitments or statutory rights.

14. Contact

Questions regarding Website Support Plans can be directed to hello@wizify.digital .