Web Maintenance Policy

Licensing Requirements

Clients are responsible for procuring and maintaining valid licence keys for all premium themes and plugins. Unlicensed premium software will be excluded from the scheduled update programme.

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Testing and Remediation Allowance

• Each scheduled maintenance window includes one (1) hour of remedial support in the event that an update causes functional issues.
• Where remediation exceeds this allowance, Flow will:
  1. Request written authorisation to proceed on a time-and-materials basis at NZ $175.00 + GST per hour, billed in 30-minute increments; or
  2. Roll the site back to the latest stable back-up and flag the component as “on hold” pending client instruction
• Deferred updates will be re-evaluated during the next maintenance cycle or upon release of a vendor patch.

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Back-up and Disaster-Recovery Provisions

• Automated malware scans are executed daily across the hosting environment.
• Up to two (2) hours of malware remediation per calendar month are included. Work exceeding this threshold, or requiring external security specialists, will be quoted separately.

‍Security and Malware Response

• Retention: Fourteen (14) daily restore points are maintained in an off-site location.
• Restoration: Flow will perform a restoration to any available back-up upon client request or in the event of catastrophic failure, without additional charge.
• Scope: Assets stored outside the WordPress installation directory (e.g., external media libraries) are excluded unless expressly included in a separate agreement.

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Performance Optimisation

‍Twice each year, Flow conducts a comprehensive review of our overarching hosting platform. Universal performance enhancements are deployed at no additional cost. Site-specific optimisation beyond the items listed in Section 2 is billable under the standard hourly rate.

Incident Investigation & Reporting

Scope For any failure event Flow will (i) restore service, and (ii) log a concise ticket note describing the corrective action taken. This summary is included in the standard maintenance fee.

Extended analysis If the Client requests (or Flow deems necessary) a deeper root-cause investigation, traffic-log review, security forensics, or a formal narrative incident report (timeline, contributing factors, recommendations), the work is chargeable at NZ $175 + GST per hour, billed in 30-minute increments. Written authorisation is required before commencement.

Limitations Flow will make best-efforts to identify cause, but cannot guarantee a definitive conclusion where evidence is incomplete or overwritten by restoration activities.

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Client Obligations

• Maintain active licence keys for all premium software.
• Provide administrator-level WordPress credentials and, where necessary, ancillary system access.
• Keep all technical and billing contact details current.
• Notify Flow promptly of any anomalies or incidents observed between maintenance cycles.

‍Exclusions

‍The following items fall outside the scope of this policy unless addressed in a separate Statement of Work:

• Content creation or editing, visual design amendments, and new feature development.
• Compatibility remediation for third-party or client-authored custom code.
• Rectification of issues arising from client-initiated changes or installations performed outside Flow’s control.
• Websites hosted on infrastructure not managed by Flow.

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Commercial Terms

• Billable tasks are invoiced monthly at NZ $175.00 + GST per hour, rounded to the nearest thirty (30) minutes.
• Written approval is required prior to commencement of any chargeable work beyond the allowances defined herein.
• Payment is due seven (7) days from the invoice date unless alternative terms have been agreed in writing.

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Flow reviews this policy periodically to reflect evolving best practices, security requirements, and service enhancements. The most recent version will always be published on our website. Continued use of our managed hosting service constitutes acceptance of the current policy.

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Enquiries

‍For clarification or support, please contact [email protected] or submit a ticket via the client portal.