Website Maintenance Terms

ClassificationPublic

Our office is located at:

Broadbent Group Ltd,
Turnpike Close,
Colchester,
Essex,
CO7 7QW,
United Kingdom

1Introduction

These terms and conditions ("Terms") govern the provision of website maintenance services ("Services") by Broadbent Group Ltd ("We", "Us", "Our" or "Company") to you ("Client", "You" or "Your"). By engaging our Services, you agree to be bound by these Terms.

These Terms should be read in conjunction with our main Terms & Conditions and Privacy Policy.

2Service Description

Website maintenance services may include:

• Regular security updates and patches
• Software and plugin updates
• Content updates and changes
• Bug fixes and troubleshooting
• Performance monitoring and optimization
• Backup and recovery services
• Technical support and assistance
• Uptime monitoring

The specific services included in your maintenance plan will be set out in your maintenance agreement or service plan.

3Service Levels and Response Times

Response times and service levels will be specified in your maintenance agreement. Typical service levels may include:

• Critical Issues: Response within 2-4 hours, resolution within 24 hours
• High Priority: Response within 1 business day, resolution within 3-5 business days
• Normal Priority: Response within 2-3 business days, resolution within 5-10 business days
• Low Priority: Response within 5 business days, resolution as scheduled

Response times are measured during business hours (Monday-Friday, 9:00 AM - 5:00 PM GMT) unless otherwise specified. Emergency support may be available for additional fees.

4Update and Patch Policies

We will apply security updates and patches in a timely manner. Updates may include:

• Security patches for the core platform (e.g., WordPress, CMS)
• Plugin and extension updates
• Security fixes for vulnerabilities
• Compatibility updates

We will test updates in a staging environment when possible before applying them to your live site. However, you acknowledge that updates may occasionally cause temporary issues, which we will address promptly.

Major version updates may require additional testing and may incur additional fees if they require significant work.

5Backup and Recovery

We will maintain regular backups of your website as specified in your maintenance agreement. Typical backup schedules include:

• Daily automated backups
• Weekly full backups
• Backup retention for a specified period (typically 30-90 days)

We will use reasonable efforts to restore your website from backups in the event of data loss or corruption. However, we are not responsible for:

• Data loss caused by factors beyond our control
• Issues with third-party services or hosting providers
• Data loss that occurred before backup services began
• Recovery of data beyond the backup retention period

6Content Updates

Content update services may include:

• Text and copy updates
• Image updates and optimization
• Page additions or modifications
• Blog post publishing
• Product or service information updates

Content updates are subject to:

• Reasonable volume limits as specified in your plan
• Standard turnaround times (typically 2-5 business days)
• Your provision of content in an appropriate format
• Your approval of changes before publication

Extensive content changes or redesign work may be treated as new development work and charged separately.

7Payment Terms

Maintenance services are typically billed on a monthly or annual basis, as specified in your maintenance agreement. Payment is due in advance for the service period.

Additional work beyond the scope of your maintenance plan will be billed separately at our standard hourly rates or as agreed upon.

Late payments may result in:

• Suspension of maintenance services
• Interest charges on overdue amounts
• Termination of the maintenance agreement

8Client Responsibilities

You agree to:

• Provide necessary access credentials and permissions
• Notify us promptly of any issues or required changes
• Provide content and materials in a timely manner
• Test and approve changes before they go live
• Make timely payments
• Not make unauthorized changes that could affect the website's functionality
• Maintain appropriate backups of your own data

9Limitations and Exclusions

Maintenance services do not include:

• Major redesigns or new feature development
• Extensive content creation or copywriting
• Search engine optimization (see our SEO Terms)
• Issues caused by third-party services or hosting providers
• Issues resulting from unauthorized modifications
• Recovery from security breaches caused by client negligence
• Training or extensive documentation

10Cancellation Terms

Either party may cancel the maintenance agreement with written notice. Cancellation terms:

• Minimum commitment periods may apply (e.g., 3, 6, or 12 months)
• Early cancellation may incur fees as specified in your agreement
• Services will continue until the end of the current billing period
• No refunds for partial periods unless required by law

Upon cancellation, you will no longer receive maintenance services, and we are not responsible for issues that arise after cancellation.

11EU Consumer Rights

If you are a consumer located in the European Union, you have additional rights:

• Right of Withdrawal: For ongoing service contracts, you may have the right to cancel within 14 days of entering into the contract, subject to payment for services already provided.
• Service Quality: Services must be performed with reasonable care and skill and conform to the description provided.
• Dispute Resolution: You may contact us at help@broadbent.email or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

12Limitation of Liability

To the maximum extent permitted by applicable law, our total liability for any claims arising from or related to the maintenance services shall not exceed the total amount paid by you for maintenance services in the twelve (12) months preceding the claim.

We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or business opportunities.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

13Contact Information

If you have any questions about these Terms, please contact us:

Email: help@broadbent.email
Address: Broadbent Group Ltd, Turnpike Close, Colchester, Essex, CO7 7QW, United Kingdom