At JZ Creative, we value long-term partnerships with our clients. Our commitment extends beyond the launch of your website. With our Monthly Website Support, we ensure your website remains secure, up-to-date, and aligned with your evolving business needs.
By paying your Monthly Support invoice, you confirm that you have read and agreed to the following terms and conditions.
1. Scope of Support
Our Monthly Support includes essential maintenance and general support services such as:
Website Maintenance – Regular updates and performance checks.
Module & Plugin Updates – Keeping your site secure and functional.
Framework/Core Updates – Ensuring your website runs on the latest stable platform version.
General Housekeeping – Minor fixes, speed optimization, and routine clean-up.
Form & Website Testing – Ensuring user forms and core site features are working correctly.
Content Updates – Small changes to existing content (text or images).
Phone & Email Support – Assistance during business hours.
Support tasks are limited to those that can be completed within your chosen monthly plan hours.
2. Support Hours & Availability
Support is available Monday to Friday, 9:00 AM – 5:00 PM AEST, excluding public holidays.
Support is offered on a first-come, first-served basis.
Support hours are tracked monthly and do not roll over to the next month.
Additional hours outside of your plan will be quoted separately.
3. Support Request Guidelines
All support requests must be submitted via email or through our support ticket system.
Requests must include detailed instructions and any relevant assets or access credentials.
We aim to respond to all requests in a timely manner during support hours.
4. Exclusions (Out-of-Scope Services)
The following services are not covered by Monthly Support and will be quoted separately:
Full website redesigns or layout changes
Custom development, apps, or complex integrations
SEO, paid ads, or ongoing marketing
Graphic design not related to existing web content
Emergency support outside of business hours (unless pre-arranged)
5. Payment Terms
Monthly support fees are billed and payable in advance at the start of each calendar month.
All invoices must be paid in full and on time.
If any invoice remains unpaid or overdue, all support services will be suspended immediately until the account is brought up to date.
Support will not be provided if any invoice (related or unrelated to support) is outstanding.
6. Third-Party Software & Licensing
You are responsible for maintaining active licenses for any third-party plugins, themes, or software on your site. JZ Creative can assist with recommendations but does not manage renewals unless otherwise agreed upon in writing.
7. Client Responsibilities
To ensure effective support, clients must:
Provide clear communication and timely approvals
Supply all necessary access, content, and assets when requested
Keep all billing and contact details current
8. Limitation of Liability
JZ Creative is not responsible for:
Data loss caused by external services, expired licenses, or client actions
Downtime caused by third-party hosting or plugin conflicts
Security breaches due to out-of-date client-managed systems
9. Website Downtime & Liability
While JZ Creative is committed to keeping your website running smoothly, there are various external factors beyond our control that may cause your website to go offline. We will do our best to assist you in identifying the root cause and recommending solutions, but we are not liable for any downtime or data loss due to the following (but not limited to):
Domain Registration & Renewal – Your domain must be renewed on time with your domain registrar. Failure to renew can result in website unavailability or permanent loss of the domain name.
Website Hosting – Your hosting service is a separate third-party provider. Any outages, limitations, service suspensions, or technical issues on the host’s end are outside of JZ Creative’s control.
Website Security Breaches – In cases where the website is hacked or compromised, we will assist in diagnosing the issue and providing options for resolution. However, we cannot be held responsible for the downtime or for damages caused.
Hosting Rollbacks – If your hosting provider offers to restore a previous version of your website (rollback), they may charge a fee for this service. This fee is not included in your support plan, and JZ Creative does not control or absorb these external costs.
Third-Party Plugins & Software – Incompatibility, expired licenses, or faulty third-party tools may cause disruptions. While we aim to keep your website updated, some conflicts can occur unexpectedly.
We are happy to assist in troubleshooting and recommending appropriate actions, but clients are ultimately responsible for:
Ensuring domains and hosting are renewed and managed properly.
Maintaining up-to-date access credentials to third-party platforms.
Covering any third-party costs related to the restoration or repair of your website.
JZ Creative is not liable for any financial, reputational, or data losses that result from website downtime, interruptions, or external service issues.
10. Plan Changes, Renewal, and Cancellation
Support plans renew automatically each month unless cancelled in writing with 14 days’ notice prior to the next billing cycle.
You may upgrade or downgrade your support plan at any time for the following month.
JZ Creative reserves the right to amend these terms with prior notice.
11. Support Plan Options & Pricing
Support level that suits your needs listed below:
| Plan | Monthly Fee (AUD) | Included Support Hours Monthly |
|---|---|---|
| Start | $150 | Upto 1 Hour |
| Continue | $249 | Upto 3 Hours |
| Level Up | $299 | Upto 5 Hours |
Please note the support plan will be itemised on your monthly invoice.
Settlement of your monthly support invoice indicates your full agreement to the terms and conditions detailed above.