Website Maintenance — Service Schedule
This Service Schedule explains our Website Maintenance service. It applies only when it is named in your accepted Order and was supplied to you before acceptance. It must be read with that Order and whichever of our Consumer Terms and Conditions or Business Terms and Conditions applies to you.
At a glance
This summary and the detailed terms below both form part of this Service Schedule. The detailed terms explain the summary.
What is included
- A prepaid labour allowance sized to assessed need and reviewed against a rolling 12-month usage average.
- Use of allowance time for any ITSY labour requested by the client, not only website tasks.
- Proactive website tasks expressly listed in the Order, with the time deducted from the allowance.
- Remote or on-site work during standard support hours, with travel time logged where applicable.
What is not included
- Unused-hour rollover or cash refunds.
- A guaranteed response, resolution or outcome.
- Third-party licences, hardware, materials, travel expenses and supplier charges unless stated.
- Work beyond the allowance or outside support scope without additional charge.
Important to know
- The plan has a 12-month minimum and may be paid monthly or annually.
- Support hours are Monday to Friday, 9am–5pm, excluding bank holidays and notified closures.
- We target response and resolution within 24 business hours; this is not a guarantee.
- All work and travel time is logged. A usage level over three times the monthly average may trigger an extra charge or review.
1 How this Service Schedule works
1.1 This Service Schedule applies only to the Website Maintenance service and deliverables identified in the Order. Work, products or outcomes not identified in the Order are outside scope.
1.2 If you are an individual buying wholly or mainly outside your trade, business, craft or profession, our Consumer Terms and Conditions apply. In all other cases our Business Terms and Conditions apply.
1.3 The accepted Order, applicable main terms and this Service Schedule form one contract. Their priority is determined by the main terms. A clear project-specific provision in the Order may vary this Schedule, but nothing restricts a mandatory consumer right.
1.4 The minimum commitment and renewal arrangements are 12 months, with the charging and renewal arrangement stated in the Order.
2 Prepaid labour allowance
2.1 We recommend an allowance based on the website’s size, complexity, condition, dependencies and likely workload. After commencement, need is reviewed using the rolling 12-month average of recorded use.
2.2 Allowance time may be used for any ITSY labour requested by the client and accepted by us, whether or not it relates to the website. Tasks remain subject to our competence, availability, lawful-use requirements and any separate product or licence terms.
2.3 Proactive checks, updates or other scheduled tasks listed in the Order consume allowance time. An initial assessment and remediation of an existing site are also logged against the plan unless priced separately.
3 Logging, fair use and expiry
3.1 We record all reasonable labour, substantive administration, remote work, on-site work, third-party liaison and travel time. Time is rounded in whole hours where the Support Plan Summary or Order so provides.
3.2 Unused allowance does not roll over and has no cash value. Usage above three times the monthly average may be charged separately or prompt a plan review where needed to protect service capacity and fairness.
3.3 The client must dispute a usage entry within seven days of receiving the relevant record or invoice, giving reasonable detail. We will investigate and correct an error.
3.4 Rates and recommended allowance may be reviewed annually on notice. Any renewal change is communicated before it takes effect.
4 Charges and payment
4.1 The Order states the charges, VAT treatment, payment schedule and any deposit. Consumer prices include VAT. Business prices exclude VAT unless stated otherwise.
4.2 An estimate is a good-faith indication based on information then available; it is not a fixed quotation, cap or guarantee unless the Order expressly says so. We will seek approval before material work outside the agreed scope or spending authority.
4.3 Chargeable time includes work reasonably required to deliver the service, administration specific to the work, substantive communications, testing, third-party liaison, travel where applicable and correcting problems that we did not cause.
4.4 Recurring charges are invoiced in advance. We normally issue the invoice about ten days before renewal and aim to provide an earlier courtesy reminder. Failure to receive a courtesy reminder does not itself prevent renewal where the contractual renewal notice was otherwise clear.
4.5 On cancellation or plan change, we reconcile actual usage against amounts paid using the appropriate usage band or rate. Any credit is account credit only and is not paid as cash unless mandatory law requires otherwise.
5 Support targets and client duties
5.1 Standard support hours are Monday to Friday, 9am to 5pm, excluding bank holidays and notified planned closures. We aim to respond and resolve within 24 business hours, but both are targets, not guarantees.
5.2 The client must submit sufficient detail, maintain authorised contacts, provide safe and timely access, keep independent backups and approve work or supplier charges when requested.
5.3 Some faults depend on third parties, hardware, licences or access outside our control. We will keep the client reasonably informed but do not guarantee their timing or outcome.
6 Data protection and confidentiality
6.1 Each party must comply with applicable data-protection law and the privacy, confidentiality and security provisions in the applicable main terms. The client remains responsible for its lawful basis, privacy information, data accuracy, retention decisions and handling of rights requests for data it controls.
6.2 Where we process personal data on behalf of a business client, the Article 28 terms in the Business Terms apply. The subject matter is the IT support and maintenance tasks requested under the plan; processing lasts for the service and the agreed or legally required retention period; its nature is receiving, storing, viewing, organising, adapting, transmitting, backing up or deleting data as needed to perform the service; its purpose is to provide and support the contracted service; the types of data may include contact details, credentials supplied through approved channels, website content, configuration, device and service logs and data visible while troubleshooting; and the people concerned may include the client, its personnel, website users, customers and other people whose data is held in systems on which work is requested.
6.3 The client must not place special-category or highly sensitive data in scope without telling us and agreeing suitable handling measures.
6.4 You must not provide data outside the agreed scope. You must promptly tell us about legal, regulatory, safeguarding, confidentiality or residency requirements that affect the service.
7 Suspension, cancellation, termination and offboarding
7.1 Suspension, termination, non-payment, material breach, insolvency and their consequences are governed by the applicable main terms and the Order. We may pause work where required information, access, approval, cooperation or cleared payment is missing.
7.2 You may switch off renewal at any time. Unless the Order gives a later deadline, cancellation must reach us by the end of the Working Day immediately before the renewal date so that we can intercept supplier and licence commitments. A WHMCS support ticket is preferred, but email, telephone and post are also accepted.
7.3 If cancellation reaches us after the deadline or a supplier renewal has already been irreversibly committed, the renewed term and charges remain payable. We will not impose that consequence where we could reasonably stop the commitment or where mandatory law requires otherwise.
7.4 Ending one service does not automatically end another licence, hosting, domain, support or third-party commitment unless the Order expressly links them.
8 Service standard, remedies and limits
8.1 We will perform the service with reasonable care and skill and materially in accordance with the Order and this Service Schedule. Goods and Digital Content must meet the standards that mandatory law requires.
8.2 The 24-business-hour response and resolution times are targets, not guarantees. Resolution may require chargeable work, client decisions or third-party action.
8.3 Technology, design and troubleshooting involve dependencies and uncertainty. We do not guarantee a particular commercial, security, ranking, performance, recovery or compatibility outcome unless expressly stated as a guarantee in the Order.
8.4 If the service does not meet the required standard, applicable correction, repeat-performance, price-reduction, repair, replacement, refund and other remedies in the main terms and law apply. Nothing in this Schedule excludes liability that cannot lawfully be excluded or limited.
8.5 Liability limits, insurance, complaints, dispute resolution, governing law, force majeure and other general matters are governed by the applicable main terms.