Hosting terms
Support hours, what's backed up, what a managed plan covers, and how you get your data out.
What a managed plan covers
Hosting, SSL, nightly backups, security patches and dependency updates, uptime monitoring on a client-visible status page, and a shared password vault. The specific applications and limits are the ones listed for your tier on the pricing page.
Support hours
Mon–Fri 9am–6pm · Sat 10am–4pm. Response targets by tier: Essential, email within two business days; Growth, email and phone by the next business day; Business, same business day, plus a quarterly review call. Outside those hours we respond to outages, not to change requests.
Uptime and outages
We don't quote an uptime percentage. Instead, the status page is public, your stack is a monitor on it, and you hear about an outage from us rather than discovering it. Planned maintenance that requires downtime is scheduled outside business hours and announced in advance.
Backups
Nightly, retained thirty days, stored separately from the server they came from. Restores from any retained backup are included in your plan. We test restores quarterly.
Your data, and getting it out
Your site, database, media, subscriber list and CRM records are yours. Ask for an export and you will have it within five business days, in standard formats — SQL or WordPress export for the site, CSV for lists and records, original files for media. No exit fee, and no charge for the export itself. If we ever stop operating, you keep running: your domain is already in your account and every system has a written runbook.
What is not included
- Third-party fees you own directly — domains, your mailbox, a paid IDX feed, SMS carrier registration, ad spend.
- Work outside your tier's application count or sending limits, until the tier changes.
- Recovering data you deleted more than thirty days ago.
- Software we do not run for you — anything on the keep list (published as “What stays”) stays with its vendor, and its uptime is theirs.
Suspension
We may suspend a service for non-payment after written notice and fourteen days, or immediately for a breach of the acceptable use policy that puts other clients at risk. Suspension is not deletion: your data stays available for export for ninety days.
Liability
As in the terms of service: capped at the fees you paid in the twelve months before the claim, with no liability for indirect or consequential loss.
Changes
We date this page and note what changed. Material changes reach current clients by email before they take effect.
- September 10, 2026 — first published.