Email and Web Hosting
Web and Email hosting is provided on a shared platform via Heart Internet. This does mean that other companies (not necessarily managed by me) will be hosted on the same servers.
Web hosting scope
Web hosting is provided on an annual basis. If you just have web hosting services with me, this will not include any additional backups/updates or maintenance, nor will it include any SEO services. Web hosting is purely the space required to host your website.
I do offer services to maintain/backup websites, if you wish to know more, please contact me at jeanette@ablewebdesign.co.uk
Email hosting scope
If you have email hosting services with me, this will usually include up to 5, 1GB pop3 email addresses as part of the web hosting package.
If you require a larger amount of storage, then this can be provided at an additional cost.
There is no Email backup and as such, it is your responsibility to ensure that any emails are backed up or kept safely.
Acceptable use of Email/Website
You should ensure that your website/email complies with the acceptable use as detailed in the acceptable use policy for Heart Internet.
Failure to comply with these terms, may result in your website or email being suspended without warning.
Payment
Invoices for web/email hosting will be sent one month prior to renewal date. Payment will be required before the renewal date and 14 days from the invoice date.
Failure to pay on time, may result in your services being terminated and in this case, I accept no responsibility for loss of any data.
If you are having problems with payment, please get in touch with me at the earliest opportunity to avoid any disruption to your services.
Accessing Email
Emails can be accessed directly on the server here – https://www.outitgoes.com/ but please remember that this is directly on the server so any mails that are deleted, are completely removed from the server. There is no other copy.
You can add the server details to a third party client, such as Microsoft and in this case, emails will be downloaded from the server*
Email Support
Email is NOT backed up. There is a free program for managing email which is called Webmail. Access to this will be provided as standard.
I do not offer any support outside of my normal business hours, holidays & bank holidays (normal business hours being Monday to Friday, 9am – 5.00pm)
I cannot accept any responsibility or liability for the performance, functionality, or any issues arising from the use of third party programs, including, but not limited to Outlook and Live Mail. If you have any problems with your email, you will need to try it through webmail first. If the problem is duplicated in webmail, then I will log the issue and track progress, within the scope of my availability.
If the issue is not replicated in webmail, but is an issue with a third party client such as Outlook, I will endeavour to help as much as I can, within my availability, and this support will be charged at £35 per hour, irrespective of the final outcome.
In the event of a system wide failure with Heart Internet, I shall track and report on the issue within my availability.
Support availability and reliance
It’s important to note that my ability to provide support may also be reliant on Heart Internet’s support services, as any infrastructure and services may rely on their resources. Therefore, my support response times and issue resolution timelines may be subject to the availability and response times of Heart Internet’s support team, which is currently Monday to Friday, 9am – 5:00pm*.
I will strive to provide timely assistance to address any issues you may encounter to the best of my ability and within the scope of support available via Heart Internet and of course my own availability.
My regular business hours are Monday to Friday 9am – 5.00pm. I do not offer support on bank holidays/weekends and any time I have specified as holiday. I do not offer out of hours support and although I may send emails out of my normal hours this is not indicative of my availability and I do not expect you to respond until you are within your normal working hours.
Website hosting
Website property, content and ownership
Content is owned by you/your company, however, if your site has been built by me, then I will add a link (to open in a new tab) to my site.
If your site has been built by someone else but is still hosted with me, then I will add a link that says ‘site hosted by Able Web Design’.
Upon termination of this agreement, a full backup of your site will be sent over to you, in the form of a zip file.
Website support remit
There are many reasons why a website may no longer work, for example an update has gone wrong or the site has been hacked – NB – these are just two examples of why a site may stop working, but it is not an exhaustive list.
It is important to keep files and theme files up to date but there are occasions when this can compromise the site.
If my assistance is required in fixing a website, then I will attempt to do so and any work (regardless of outcome) will be charged at £35 per hour.
Sometimes, it is necessary to update the site files because technology has changed – for example, the PHP file requires an update. In this case, work will be charged at my usual hourly rate (£35).
Backup/update package
I do offer a monthly or quarterly backup and update package, where I will fully backup the site and update all the background files. This service is £30 per month or £50 per quarter.
*I accept no responsibility for any 3rd party software updates that cause the site not to work as conflicts can occur and this is not in my control. Any repair work arising from any applied updates is charged at the hourly rate of £35 irrespective of how the issue occurred and the end result.
It is recommended to keep all plugins and theme files up to date. This is a service I can provide,
Hacked websites
There is no way to guarantee that a website will never be hacked. So in this case, it may be necessary to employ the services of Wordfence – they are experts in fixing hacked websites, and their costs can be found here: https://www.wordfence.com/products/pricing/
I will bill on your behalf but I will not take a profit from this. I will only cover any costs (for example an international charge, usually less than £1).
Hosting costs
Hosting costs are reviewed annually in April and any changes will be notified via email.
By hosting your website and/or email with me, you accept the above terms and conditions. If you have any questions regarding my services or this policy, please contact me (details below)
Links & Appendices
Heart Internet, full terms and conditions – Heart Internet Ltd Terms and Conditions
Heart Internet privacy notice – Heart Internet Data Protection and Privacy Notice
Heart Internet acceptable use policy – Acceptable Use Policy (heartinternet.uk)
SEO Services
Able Web Design SEO services are designed to aid businesses in responding to Google and other search engine changes. The primary goal is to enhance the visibility of businesses by improving their search rankings for relevant keywords and keyword phrases associated with their industry.
No guarantee of results
While every effort will be made to optimise the search rankings of the client’s website, Able Web Design cannot guarantee specific outcomes. Google and other search engines frequently modify their algorithms and search results, which may affect the effectiveness of SEO efforts. As a result, results may vary and no assurances can be provided regarding the exact ranking or performance of the client’s website.
Client responsibilities:
Clients are responsible for providing accurate and up-to-date information about their business, including relevant keywords and target audience demographics. Additionally, clients must adhere to any recommendations or guidelines provided by Able Web Design to optimise the effectiveness of the SEO services.
Billing
There is no monthly or minimum contract, however, if you wish to decrease or stop the work you must let me know before the 1st of the new month. If you do not, any work already undertaken, will be charged at the normal hourly rate of £35 per hour. You can increase the hours at any time.
Invoices & reports will usually be sent in the last week or 1st week of the calendar month, depending on how that month falls. Payment terms are 14 days after the invoice.
Confidentiality and sensitive information
Any proprietary or sensitive information shared between the client and Able Web Design will be treated with the utmost confidentiality. Both parties agree not to disclose confidential information to third parties without prior consent.
Any passwords are stored in the secure encrypted password manager, Lastpass, however I cannot accept any responsibility for any password breaches from Lastpass. If I am aware of any breaches in security, I will inform you and recommend a change of password.
Acceptance
By continuing to employ my services for either SEO, Webhosting, Email hosting, you agree to the terms and conditions as outlined above.
Contact details
I can be contacted at the following email: jeanette@ablewebdesign.co.uk or telephone: 07817745623
These terms and conditions are correct as at October 2024 – any changes will be updated on this page. It is your responsibility to check if there are any updates.
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