Website Care Package

Standard Websites: £99+VAT/month or £1089+VAT/year
E-commerce Websites: £149+VAT/month or £1969+VAT/year

  • Monthly Website Maintenance
  • 1 Hour Tech Support*
  • 2 Hours Tech Support if E-Commerce Website*
  • Helpdesk Priority
  • Hosting, Domain Renewal & SSL Certificates
  • Nightly Website Backups
  • Google Analytics Tracking

The Small Print

Website Care Package

  1. Monthly Website Maintenance: To keep your site safe and secure we will log into your WordPress website once a month and update all your plugins. We will also update WordPress when necessary. If plugins are not updated they can leave security flaws in your website. We will do basic testing of your website to check for any errors that may have been caused by the plugin updates. Should any issues arise we will fix them (up to 1 hour’s expertise or 2 hours if website is e-commerce). We will let you know if we need to spend time fixing issues so you’re fully informed.
  2. *1 Hour Tech Support/2 Hours if E-commerce Website: We will resolve minor bugs or issues on the website (up to 1 hour’s expertise or 2 hours if website is e-commerce) included in your monthly care package fee. If the issue will take longer than 1 hour (2 hours if e-commerce website) to resolve, we will contact you to discuss invoicing for the work needed at £75+VAT/hour.
  3. Helpdesk Priority: You will be able to email any request, problem or question to [email protected] and receive priority support. This means we’ll respond to your email by the next working day and aim to resolve the problem as soon as we can, rather than booking it in for the next available date.
  4. Hosting, Domain Renewal + SSL Certificates: We will manage and pay for the renewal of your annual hosting, ensuring it’s the correct size for the content and number of visitors to your website. We will manage and pay for the renewal of your primary domain. We will also manage and renew your SSL Certificate, ensuring it’s the correct level of security required for your website.
  5. Nightly Website Backups: Every night we’ll take a backup of your website so it’s saved in case it gets hacked or taken down. These backups cover a period of 30 days prior to the most recent backup.
  6. Google Analytics Tracking: Google Analytics is installed on your website so we can analyse and monitor traffic to your site. This helps us optimise the site for web presence and traffic. Full access is given to you and anyone else in your business who you approve. It provides you with a basic analysis of where visitors have come from and what they do on the website. This is not an SEO service.
  7. Payment terms (monthly customers): We will raise a 12-month invoice for the year and payments will be reconciled against this invoice. We will require a standing order to be set up for the 25th of each month, starting on 25th December 2020 for the following month’s Website Care Package at £99 + VAT for Standard websites, and £149 + VAT for E-commerce websites.
  8. Payment terms (annual customers): We will invoice you for the upcoming year’s Website Care Package at £1089+VAT for Standard websites, and £1969+VAT for E-commerce websites, payable by 25th December 2020.
  9. Cooling off period (annual customers): you are entitled to a cooling-off period of 30 days from 1st January 2021 (when your Website Care Package starts). During this time if you wish to cancel your Website Care Package please let us know in writing by emailing [email protected] where we can process your request. You will be entitled to a full refund and be advised of your alternative hosting options.
  10. Termination of your Website Care Package: Should wish to terminate your Website Care Package with us, you have the right to give us a month’s written notice. We will then give you the option of either i) Cre8ion helping you migrate to alternative hosting with our hosting partner (£150 + VAT one-off payment) and then you pay ongoing hosting fees to our hosting partner, or ii) Cre8ion providing your website details to your own developer so you can custom migrate to new hosting of your own choosing (Free of charge but we strongly recommend to employ a professional web developer to assist you with migrating your website).
  11. Downtime caused externally of Cre8ion: Website down time caused by a party outside of Cre8ion making adjustments to the website will be chargeable at £75+VAT/hour to resolve. If this downtime occurs and we resolve it outside of office hours, the fee becomes £150+VAT/hour to resolve.
    • We will assume you are happy for us to undertake the work required to get your website up again if it goes down, so we will do this and then contact you afterwards regarding payment if it is found that the downtime was not caused internally by Cre8ion.
    • Downtime caused by website owner failure to renew domain is also chargeable as above for time taken to diagnose issue and contact you to resolve.
  12. Malware: If a website becomes infected with malware, we will resolve and clean the website for a flat fee of £150+VAT. This may mean restoring a backup resulting in any recent content updates/orders in WooCommerce being lost although, we will do everything we can to repair the website and save your data.
  13. Server Maintenance: We will periodically need to update our servers to keep them secure and to keep your website safe. This may result in minimal downtime of 2-3 minutes on rare occasions.
    • When a server is updated with a newer version of PHP or MySQL, errors may be caused on your website due to code/plugins that are no longer compatible with the latest versions of the aforementioned server components. If errors occur on the site due to these essential updates, we will fix them as part of the 1 hour (2 houres if e-commerce website) tech support included in the Website Care Package monthly service. If the issue will take longer than this amount of time to resolve, we will contact you to discuss invoicing for the work needed at £75+VAT/hour.
  14. Monthly Traffic. Each of our hosted websites is allotted 15,000 visits per month. If your website traffic exceeds this, we may charge £1.50+VAT for every 1000 visits over you go in a month. E.g. 10,000 visits overage will be £15+VAT.
    • A visit is defined by a unique IP address visiting your website in a 24-hour period.
    • Should your website have a sudden traffic increase, the server will scale automatically to cope with the demand, resulting in no downtime or website slow-down.
  15. Cre8ion User Account: It is required for Cre8ion to have at least one user account on the website at administrator level. We will make this account and add our key web staff as users when we make your website live on our servers. Please leave these accounts in the website and do not remove or downgrade from administrator role. We need accounts in your website so we can gain access and manage any issues should they arise.

Migrating to alternative hosting with our hosting partner

  1. Process: If you notify us in writing that you no longer wish for Cre8ion to host and maintain your website, we will hand this request to our technical team who can migrate your website to an independent account with our hosting partner Flywheel.
  2. Cost: We will charge £150+VAT for our developer’s expertise in migrating your website across to the new account.
  3. Hosting, Domains + SSL Certificates: Once the migration is complete you will be notified by email, after which you agree to be fully responsible to pay for the ongoing hosting of your website direct to Flywheel, renewal and payment of all domains as well as renewal and payment of SSL Certificates.
  4. Maintenance: Once the migration is complete you will be notified by email, after which you agree to be fully responsible for the security and safety of your website including: updating of plugins, updating of WordPress Core, browser testing and all content.
  5. Paid Plugins: Once the migration is complete you will be notified by email, after which you agree to be fully responsible for the payment and maintenance of any paid for plugins on your website.
  6. Liability: Once the migration is complete and you have been notified by email, Cre8ion Studios Ltd accepts no responsibility for the uptime or content of your website.

Custom migration to your own hosting with a developer

  1. Process: If you notify us in writing that you no longer wish for Cre8ion to host and maintain your website, and you would like to migrate your website to your own hosting with the aid of a competent developer, we will hand this request to our technical team who will allow them access to the website files on our server.
  2. Cost: There is no charge for this service although we highly recommend you use a competent developer to ensure your website is migrated smoothly and safely. Please note, Cre8ion cannot recommend a developer and it will be at your own risk who you choose to use.
  3. Hosting, Domains + SSL Certificates:  Once the migration is complete you will be notified by email, after which you agree to be fully responsible to pay for the ongoing hosting of your website direct to your own hosting provider, renewal and payment of all domains as well as renewal and payment of SSL Certificates.
  4. Maintenance: Once the migration is complete you will be notified by email, after which you agree to be fully responsible for the security and safety of your website including: updating of plugins, updating of WordPress Core, browser testing and all content.
  5. Paid Plugins: Once the migration is complete you will be notified by email, after which you agree to be fully responsible for the payment and maintenance of any paid for plugins on your website.
  6. Liability: Once the migration is complete and you have been notified by email, Cre8ion Studios Ltd accepts no responsibility for the uptime or content of your website.