Maintenance Plans 🛡️

1. Scope and website eligibility
Each plan applies to one standard WordPress website unless a written quotation states otherwise.
Before the service begins, Mallorca Graphics may review the website, hosting environment, installed software and available access. Serious existing faults, malware, unsupported software or extensive overdue work may require a separate paid repair before the plan can start.

The agreement covers only the services expressly included in the selected plan or subsequently approved in writing.

2. Basic plan
Basic costs €90 per year, excluding VAT, and is paid annually in advance.
It includes scheduled updates to WordPress core, the active theme and active plugins, together with scheduled weekly website backups.

Basic does not include content changes, design work, troubleshooting, malware removal, website restoration, development, training or general support time. These services can be quoted separately.

3. Business and Enterprise plans
Business costs €425 per month, excluding VAT, and includes everything in Basic plus up to 10 support hours per billing month.

Enterprise costs €750 per month, excluding VAT, and includes everything in Basic plus up to 20 support hours per billing month.

The scheduled maintenance and backups included in Basic do not reduce the Business or Enterprise monthly support-hour allowance.

4. Monthly support hours
Included hours are available only during the applicable billing month. Unused time does not roll over, accumulate, transfer or create a cash credit.

Work is recorded in 15-minute increments. Time used for investigation, communication directly connected to a task, implementation, testing and deployment may be counted against the allowance.

If a request may exceed the remaining allowance, Mallorca Graphics will notify the client and obtain approval before carrying out chargeable additional work.

5. Requests, scheduling and response
Requests must include the information, access and materials reasonably required to complete the work.

Tasks are reviewed and scheduled according to urgency, complexity, existing commitments and the order in which complete information is received.

Urgent requests are prioritised when availability allows, but the plans do not provide guaranteed 24/7 monitoring, immediate response or out-of-hours support unless this is agreed separately in writing.
Delays in receiving client information, decisions or access may affect the delivery schedule and can move work into a later billing month.

6. Updates and software compatibility
Mallorca Graphics installs stable production releases. Beta, development or experimental versions are not installed unless specifically approved for a suitable testing environment.

An update may be postponed when there is a known compatibility concern, an abandoned plugin, an unsupported theme or a reasonable risk to website functionality.

If an update exposes a pre-existing conflict or requires substantial repair, Mallorca Graphics will explain the issue and confirm whether the work is included, deducted from monthly hours or separately quoted.

7. Backups and restoration
Scheduled weekly backups are created or verified where the available website and hosting access allow. A backup may also be taken before higher-risk maintenance when reasonably practical.

Backup storage and retention depend on the agreed setup, hosting limits and available third-party services. A backup reduces risk but cannot guarantee that every file, transaction or change made between backup points can be recovered.

Restoration is not included in Basic. For Business and Enterprise, restoration work uses the included monthly hours unless Mallorca Graphics confirms otherwise.

8. Exclusions and third-party costs
The plans do not include hosting fees, domain renewals, paid licences, premium plugins, external subscriptions, advertising costs, stock assets or other third-party charges unless expressly stated.

Complete redesigns, new websites, major migrations, extensive copywriting, branding projects, custom applications and complex integrations normally require a separate scope and quotation.
Mallorca Graphics will not purchase a third-party product or begin separately chargeable work without client approval.

9. Client responsibilities
The client must provide accurate information and appropriate administrator, hosting, SFTP, database or third-party access when required.

The client must hold valid licences for all commercial software used on the website and must not request work that infringes intellectual property, privacy, consumer or other applicable laws.

The client should notify Mallorca Graphics before the client or another provider changes WordPress, themes, plugins, code, hosting, DNS or the website structure. Mallorca Graphics is not responsible for faults caused by unauthorised or undisclosed third-party changes.

For security, temporary passwords should be changed after work is completed when no ongoing access is required.

10. Hosting and external services
When a website is hosted or managed by another provider, Mallorca Graphics cannot control server availability, resource limits, email delivery, PHP configuration, firewall rules, backups or third-party platform changes.
Time spent diagnosing or coordinating an external hosting or service-provider issue may use Business or Enterprise hours. Basic clients will receive a separate quotation if assistance is required.

11. Security and service limitations
Updates and backups reduce operational risk but cannot guarantee that a website will never be hacked, infected, interrupted or affected by a previously unknown vulnerability.

Mallorca Graphics is not responsible for losses caused by third-party services, hosting failures, client actions, compromised client accounts, unlicensed or abandoned software, force majeure or circumstances outside reasonable control.

Where a recoverable backup is available, Mallorca Graphics can assist with restoration under the selected plan or an approved separate quotation.

12. Fees, VAT and payment
All displayed prices exclude VAT. Applicable VAT is added to the invoice unless a valid legal exemption or reverse-charge arrangement applies.

Basic is invoiced annually in advance. Business and Enterprise are invoiced monthly in advance.
Service may be paused when an invoice is overdue. Any approved work beyond the plan allowance is invoiced according to the accepted quotation or agreed hourly rate.

13. Renewal and cancellation
Basic continues for the paid annual term. Business and Enterprise continue monthly until cancelled in accordance with the agreement.

The client should provide written cancellation notice at least 14 days before the next renewal date. Cancellation takes effect at the end of the current paid service period.

Fees already paid are non-refundable once the applicable service period has begun, except where Mallorca Graphics agrees otherwise or where a refund is required by law.

14. Suspension and termination
Mallorca Graphics may terminate the agreement by providing 30 days’ written notice, subject to any paid service period and specific order terms.

Mallorca Graphics may suspend or terminate service immediately for serious non-payment, abusive conduct, unlawful requests, material security risk or a substantial breach of the agreement.

On termination, Mallorca Graphics will remove ongoing access where practical and provide reasonable handover information relating to completed work.

15. Confidentiality and data
Access credentials and confidential information are used only as reasonably necessary to provide the agreed services.

Both parties must protect confidential information and comply with applicable data-protection obligations. The client remains responsible for the lawfulness of the website content, customer data and processing instructions.

Where the service involves personal-data processing on the client’s behalf, any required data-processing terms should be agreed separately.