Service Contract 🛡️

Contract includes:

• Service Contract includes:

  • The hosting pack paid yearly.
  • Updates are done to your CMS, plugins, and themes.
  • Weekly security scans.
  • Weekly local and cloud backup of your website.
  • Restore the website from backups.

  Backup is done four times/month. If not, an urgent update is required. Mallorca Graphics will only update to stable version of plugin and theme, no Beta version is allowed on the website.

  If any changes are lost between backups, the client is responsible for recovering/redoing this. If no changes to the content or design have been made, only a monthly backup will be done. Mallorca Graphics will still be responsible for keeping a backup of the client’s website locally and in the cloud.

  Fees

  The pack is paid monthly or yearly. If yearly 10% discounts are given.
  The fee is paid upfront.
  Business: 80€/month (+V.A.T.) for 4h/month – Save an additional 96€ if pay yearly… 864€/year
  Professional: 144€/month (+V.A.T.) for 4h/month – Save an additional 173€ if pay yearly… 1555€/year

  Client Responsibilities

  To provide these services, the Client agrees:

  • To provide Mallorca Graphics with full access to website/s and FTP to provide Maintenance Services.
  • Don’t do any updates to Content Management System, plugin, and theme
  • Inform Mallorca Graphics if any changes are done to plugins, themes, or link structure.

  Client Acknowledgements

  The client understands, acknowledges, and agrees that:
   

  • The client understands that Mallorca Graphics will schedule all work that is expected to take 1,5h or more. Except in the case of work that is considered an “emergency.” Work under 1,5h will be done within 24h after all information is received.
  • Failure by the Client to answer questions, critical to complete the task within one business day may cause the job to be moved to the “end of the line” in our workflow. Depending on the month’s time, this could make the task roll over into next month’s hours.
  • When the time allocated in the Maintenance Contract has been used for the month, new jobs will be charged 28€/h (minimum charge; 30min). The client must always approve of this work.
  • All updates are scheduled at our convenience. We have a workflow that we use to maintain our clients’ websites in a fair and orderly fashion. The only exception is considered an ‘emergency’ and would take priority, as mentioned above.
  • The client understands that if they provide Mallorca Graphics with information to a task, and the job is completed, then wish to make changes to the same job; additional time will be charged (minimum; 10min).
  • Design or coding of the CMS and plugins, API integrations with third-party services are not considered “minor” changes and, therefore, not included in the Service Contract. These need a different design or development price agreement.
  • The Service Contract does not include training on using your website, WordPress, email, SEO, or Marketing.
  • Communications should be done during regular business hours, Monday to Friday from 9:00 AM to 7:00 PM, and Saturday from 9:00 AM to 2:00 PM (GMT+1).
  • If the client’s website is not hosted with Mallorca Graphics, we have no control and can not be responsible for the Client’s hosting company concerning server downtime, incompatibilities with software, PHP compatibility issues, etc.
  • During this contract’s duration, the Client agrees that Mallorca Graphics will be the sole provider of maintenance services for the website. If a third party, or the Client, makes changes, so any errors occur, Web And Design Agency will not be responsible for this.
  • Mallorca Graphics is not responsible if the Client’s website(s) became compromised, hacked, or infected. If not, Mallorca Graphics is the only one with administrator access. But can, on request, restore the backup without an extra cost.

  Refunds & Cancellation

  • The client must cancel 14 days before the date of renewal. The contract will still be valid until the end date of the contract.
  • Mallorca Graphics can, with 60 days’ notice, cancel the contract without any further explanation. This will be done by mail, and the client needs to confirm the received email to Mallorca Graphics that the mail is received. If paid yearly, Mallorca Graphics will return the money for the rest of the contract time.
  • If the contract is canceled by the client, the contract will still be valid until the end date of the contract as long as other rules are followed. No refund will be given on the canceled contract.