
Content
I. General
II. Application Administration
III. Duration
IV. Changes in functionality, respectively application/site appearance
V. Costs
VI. Assistance / Support
VII. Availability
VIII. Limitation of administration
IX. Limitation of liability
X. Development services
XI. Financial
I. General
The management of the applications provided on the service presentation page will be done in accordance with these terms and conditions.
II. Application Management
The client agrees to delegate access to the administrative rights to Hostico, which will be the sole holder of these rights for the duration of the service.
We recommend this practice in order to eliminate the possibility of performing incorrect configurations, specifically the installation/uninstallation/updating of problematic extensions/themes.
We will update the extension/theme/application shortly after an official update becomes available, except for urgent security updates that will be applied as soon as they become available, even during the day if necessary. Updating the extensions, theme, and application will occur no more than twice a month. We limit the number of updates for better grouping and assessment of their compatibility with the other components that make up the application.
We will strive to avoid disrupting the functionality of the site by performing maintenance work in isolated environments (staging or clones), which will then be copied into the production environment.
We cannot guarantee the complete absence of unpleasant events. The update of the extensions/themes purchased by the client and accessible only to them will be carried out only after the respective extensions/themes are provided.
III. Duration
The initial process of optimization and securing the application varies between 5-15 working days, starting from the moment the application/site is taken over by the xCMS team.
During this period, it is possible for the client to be contacted for providing information regarding the functionality/design of the application.
IV. Functional changes, respectively application/site appearance
During the optimization and security process, it may be necessary to remove/replace certain extensions or themes.
This need will be communicated, and the decision will belong to the client. It goes without saying that the optimization and security process will be limited by the retention of certain extensions/themes.
V. Costs
The initial fee, namely the one-time charge for the service, is 200€ during the initial process where all steps included in the service are implemented.
The monthly subscription fee for customers who choose management and monitoring of the application is 25€.
Also, depending on the application running and its needs, we may recommend the purchase of additional extensions, or premium themes.
Any costs for acquiring these extensions or themes will be borne by the client.
Development services will be charged within the assistance hours.
VI. Assistance / Support
Due to the multiple situations that may arise and that we cannot foresee considering the multitude of themes and extensions used for each application, support for managing them will only be provided through the ticketing system and only during the hours of 08:00 - 16:00 Monday to Friday.
We assume that the person requesting assistance with certain aspects of the application has basic knowledge regarding the technology related to the application and the services offered. We reserve the right to limit the level of assistance provided in the absence of this knowledge.
Assistance will be provided on a best effort basis - it is impossible to be aware of all available extensions/themes, incompatibilities, vulnerabilities, and situations that their installation may create.
As a result of the services provided on the xCMS page, we will respond to the following requests regarding application administration within a limit of 2 hours (non-carryover) per month:
- extension/theme/application troubleshooting
- application optimizations (loading time, caching, etc)
- extension/theme conflicts
- extension installation
We will not provide services for:
- design/redesign/styling/branding
- SEO optimization / consulting
- theme/extension development
- third-party application integration (any that was not built for use on the respective platform)
If there are uncertainties regarding the classification of needs or necessities, you can contact the relevant department of the service for clarification.
VII. Availability
The service is available only within the Hostico hosting packages.
Acceptance of websites into this service will be based solely on the terms and conditions presented.
We reserve the right to reject any website for any reasons deemed valid by us.
VIII. Limitation of Management
Administration will be limited only to the services and applications described respectively included on the xCMS page.
Adding/modifying/replacing text/products/images or any other content as well as validating/registering/approving users, orders, comments or any other service, respectively type of service of this kind or similar, is not included in this service.
The success of optimization and security operations also depends on the level of customization applied to the application at the code or database level.
In the case of heavily customized applications, we reserve the right to categorize the execution of operations as development tasks.
IX. Limitation of Liability
The client acknowledges that we do not assume responsibility for performing any administrative operations, respectively installation/uninstallation/updating of extensions/themes, as well as some settings made at the application level by the client. These operations may bring unwanted changes to the display, functionality, performance, and respectively security of the application. We recommend that before installing/removing/modifying/updating an extension/theme, we be contacted to analyze the side effects. In the event that it is necessary to restore the previous state of the application as a result of modifications made by the user, we reserve the right to perform the operation only within support hours.
- We do not guarantee a specific PageSpeed score or loading time - the site will be optimized to the best possible variant, taking into account the application and the installed/used extensions/themes.
- We do not guarantee the application's optimization for all available devices; sometimes, the installed themes/extensions may affect the operation and display of the site on certain devices.
- We cannot guarantee a successful completed update. The success of an update depends on several factors including the level of customization of the application and the version of the application used.
- Updates between versions with major structural or functional differences of the same component (application, extension, theme, etc.) will be subject to a separate analysis of cost and time. The client will be informed about this aspect, and the subsequent continuation of the process will be conditioned by their acceptance and confirmation.
- What we can guarantee, however, is that if the update is not successfully completed, we will restore the original version of the site. We always make backups before carrying out this process.
- We cannot guarantee impenetrable security. There are likely unreported vulnerabilities that can lead to the exploitation of applications/sites. We will implement both specific and general security measures. However, there will always be a possibility of compromise of the application/site.
- Protection against certain types of DDoS attacks is done at the server/network level.
- In the event of a compromise, we cannot guarantee the recovery of the site. Often, attackers damage the site irreversibly, the only solution being to rebuild it. In these cases, all we can do is help you recover as much data as possible.
- If the client insists on working with a specific extension, theme, application, or version of them presented by us as problematic, the client assumes responsibility for performance or security incidents caused by it.
- In no case shall we be held liable for any damages (including but not limited to loss of data or profit, direct or indirect as a result of the interruption of the operation of the site/application) resulting from the execution of the operations presented.
- We reserve the right to interrupt the provision of this service at any time during the collaboration, with the refund of sums of money in this situation being carried out according to the terms presented in the Financial section of this document.
- We do not work with pirated extensions or themes.
- In the case of performing administrative operations that directly or indirectly affect the measures taken to secure and optimize the website/application, operations carried out by external persons to Hostico, we reserve the right to request the purchase of assistance hours in order to redo all analysis operations regarding the performance/security of the website.
- The security and performance of an application running in a shared environment are directly related to the security and resource consumption of the applications with which it cohabits. In these cohabitation situations, we do not assume responsibility for the security and performance of the application, and it is recommended to run the application in a dedicated isolated environment.
- We do not assume responsibility in the case of compromising the application/website due to an extension or theme for which the updated version has not been provided by the client in situations where only the client has access to download the new version. In this case, the situation can be resolved either by restoring a clean backup if it exists, an action that will be performed free of charge, or by rescanning and cleaning the application, an operation that will be performed at a cost within the support hours.
X. Development services
Modification or writing of code lines regardless of their type (HTML, CSS, JS, PHP, SQL, etc.) is classified as a development service and will be charged within the support hours.
Hostico reserves the right to refuse development requests.
The interface of the site is not part of our responsibility - if the installation/uninstallation of an extension damages the appearance of the site, or if changing the theme leads to malfunction, non-display, or improper display of some elements, resolving these situations falls into the category of web development and will be charged accordingly.
Updating extensions, themes, applications that have undergone changes at the code level or database level, falls into the category of development services in cases where their update cannot be made without needing to restore/modify/update those changes.
XI. Financial
General
- The rates applicable to this service are displayed at the time of placing an order for a Hostico hosting package.
- The installation fee is standalone and does not include the cost of the first month's subscription.
- The managed hosting services have an initial setup fee that includes all services xCMS
- Subsequent to this installation fee, the subscription will be paid for a period equivalent to the chosen hosting package.
- If development services are to be provided, they will be billed separately for each task within the support hours
- The service is purchased with a hosting package and is activated on the respective domain or application.
- The service cannot be transferred to another domain or application except in the case where it is only a matter of changing the domain name, the managed application retaining its state.
- In the case of websites/applications that are heavily infected, Hostico reserves the right to request the disinfection treatment within support hours.
- Any re-subscription to this service as a result of its interruption due to a change of hosting provider, cessation of service usage, non-payment, or any other reason deemed valid by Hostico will require the payment of the installation fee
Refunds
This service is not covered by the 30-day money-back guarantee.
The initial setup fee along with the subscription for the first month will only be refunded if the refund request is made before the actual verification of the site/application begins.
Refunds will only be made for amounts paid in advance and only for whole remaining months paid.
Last updated: 03.07.2024