The Website Care Plan provides crucial, ongoing services for your website. There are two plans, and which one you need depends on how your website is built:
- Care Plan – for websites built with Etch Studio and hosted on Cloudflare.
- WordPress Care Plan – for websites built on WordPress.
In this contract, “Website Care Plan” means whichever of these two plans you have signed up to.
No lock-in contract – our plans work on a month to month basis but please note that you are requested to pre-pay each month.
What do both plans cover?
Both plans include the following services.
Website & Contact Form Checks – We will check that your website is up and test your online contact form, and work to keep spam out so that genuine enquiries reach you.
Domain & Email – When your domain is due to expire, we will send you a reminder. Renewing it is your responsibility. We will also keep an eye on your email’s setup so that enquiries don’t land in spam. The cost of domain registration and email hosting is not included (see below).
Tech Questions – If you, or your marketing person, have a technical question about your website, email us and we will sort it out or explain it in plain English. Reasonable questions don’t count towards your 30 minutes of changes, but if they become frequent or need real work to answer, we will let you know and that time may be counted.
Website Maintenance – Information and visuals on a website might not remain relevant, and as time goes by, changes to your website might become necessary. Creative Clarity’s hourly rate for changes is $150. Website Care Plan members will receive up to 30 minutes of changes every month, which could include copy changes, or any other website change that can be completed in that time. Unused time does not carry over to the next month. If changes go beyond the 30 minutes, you will be billed at a discounted hourly rate of $120 per hour, and we will tell you before we go over.
What does the Care Plan cover?
If you are on the Care Plan, we will also provide the following services.
Cloudflare Hosting – Your website is hosted on Cloudflare’s worldwide network, in a Cloudflare account that belongs to you. We look after it for you. There is currently no charge for this account.
Security – There is no login page and there are no plugins on your live website, which leaves very little for hackers to try. No website can be guaranteed against being hacked.
Website Versions – Cloudflare keeps each version of your website that we publish, and we keep our own copy of your website. If something goes wrong, we can put your website back to an earlier version.
Website Editor – While you are on the Care Plan, you will have access to the website editor, so you can change words, photos and prices yourself. The cost of the editor is included in your plan.
Staying on Google – We will monitor Google Search Console, fix broken links and set up redirects when a page moves. This is not an SEO service and we do not guarantee search rankings.
What does the WordPress Care Plan cover?
If you are on the WordPress Care Plan, we will also provide the following services.
Cloud Hosting – Your website will be hosted on Creative Clarity’s cloud servers (GridPane on Vultr High Frequency), which are among the fastest and most reliable in the industry.
Security – All software is vulnerable to hackers and viruses which could infect and destroy your website. Our premium security platforms protect your site against attacks. This, together with our off-site backups, makes sure you have the best plan in place to protect your website’s security.
Website & Database Backups – Weekly and monthly backups, kept off-site, are included in your plan. Technology, unfortunately, can be inconsistent at times, so if anything goes wrong, we can restore your website from a backup.
Software Updates – It is important that updates for functionality and security of your website are frequent. Most content management systems (CMS), especially software that is open-sourced, like WordPress, are frequent, but sporadic. Creative Clarity will download and install updates monthly. These include third party plugins, software or applications but exclude crucial security updates, which will be installed as they become available.
Premium Plugin License Fees – As your site is likely to use third party plugins that are licensed to Creative Clarity via a GPL license, this allows us to use our license on your site. With our WordPress Care Plan, you will retain the use of our license to ensure all updates to any of our roster of plugins. If, however, you decide to cancel our WordPress Care Plan, the licenses for these plugins will be removed from your website although you will retain the functionality of the plugins up to the date the license was removed. If you wish to acquire your own license for any of these plugins and to find out more regarding what plugins you have and where they can be purchased, please email info@creativeclarity.com.au. As not ALL of your licenses may be covered under your maintenance plan, Creative Clarity will purchase a license that is for your use only. We will inform you of the renewal fees (otherwise assume we have it all covered!).
The Website Care Plan does NOT cover:
- Edits to your page that require more than 30 minutes: members of our Website Care Plan receive a discounted hourly rate of $120 per hour for work that takes longer than 30 minutes.
- If you add any new features and/or plugins after the website launch without informing Creative Clarity, we are not responsible for update conflicts that may arise.
- Graphic Design: the Website Care Plan does not include graphic design like the creation of ads, flyers, logos or graphics. These will be billed at $150 per hour.
- Domain registration: domains are typically registered annually and the cost is not included in the Website Care Plan.
- Email hosting: We highly recommend you use Google Workspace for your business emails (ie. name@business.com.au). We can help set this up, however the cost of email hosting is not included in the Website Care Plan.
- Search Engine Optimisation monitoring and strategy: beyond the Google checks listed under the Care Plan, this is not covered in our Website Care Plan, however we do offer SEO plans, so please contact us to find out more.
- Liability for any damages or responsibility to pay for virus removal: if your website is hacked beyond the length of backups and we have to restore a safe copy, we will work with you to find a company to remove any viruses but are not liable for damages or removal.
- Email Deliverables: Please note that our website maintenance services do not cover email support or management, other than the checks listed under Domain & Email. We will ensure that any online contact forms are functioning correctly and have the appropriate settings. If any issues arise with the contact forms, please contact us for assistance. While we do our best to monitor deliverables, it is the client’s responsibility to check their form submissions to ensure they are receiving all online enquiries.
Response Time Expectations:
We strive to respond to all inquiries and support requests within two business days. Please note that this response time may vary depending on the complexity of the issue. We appreciate your understanding and patience as we work to address your needs.
Authorisation:
You are engaging Creative Clarity, as an independent contractor to perform work as described in the package(s) or service(s) you have purchased. In the event access to your website is necessary, you hereby authorise Creative Clarity access and “write permissions” to all directories and files of your account with any other third party hosting provider, as well as permission to install any necessary software or plugins (including WordPress plugins on WordPress websites) for maintenance and security. On the Care Plan, this includes access to your Cloudflare account and, where we look after them for you, your domain and your Google Search Console account.
AI Tools:
We use AI tools to help us with changes to your website, including code and copy. We check everything ourselves before it goes live. We don’t put your passwords or your customers’ personal information into AI tools, and our AI tools are set so that our work isn’t used to train them.
Pricing & Payments:
The Care Plan is $100 a month plus GST and the WordPress Care Plan is $200 a month plus GST, both paid monthly in advance. If you were on a Website Care Plan before these two plans began, you move to the WordPress Care Plan at your current price. Once a client of Creative Clarity, you authorise Creative Clarity to charge the payment method you submitted for all the invoices generated for the services rendered under this ongoing website care plan.
Cancellation:
Cancellation of any monthly recurring service can occur at any time. In order to cancel your recurring payment or change payment method, simply contact Creative Clarity prior to your payment’s due date. Your plan will continue until the end of the month you have paid for, and payments already made are not refunded, except where the Australian Consumer Law requires otherwise.
It is still your website, whichever plan you are on. What happens next depends on your plan.
Care Plan – Your website stays in your own Cloudflare account, so it stays live and it stays yours. You will, however, lose access to the website editor, and any changes would then need to be made to the code itself. Your website will no longer receive any checks, updates, or monitoring from Creative Clarity.
WordPress Care Plan – You will lose your website hosting, security, as well as premium plugin licenses (you can purchase a new license directly through the third-party provider). Your website will no longer receive any backups, updates, or monitoring from Creative Clarity. We will send you our Website Owner’s Manual, with what you need to look after your website yourself, and if you are moving it to a new host, we can help you move it, charged at our hourly rate of $150.
If at any point in the future you want to resume your Website Care Plan, our current rate(s) to resume services will apply.
Third Party or Client Page Modification:
You acknowledge that you or your staff have access to independently edit or update web pages within the website platform (WordPress or Etch Studio).
You also acknowledge that anyone other than yourself or its subcontractors who attempt to update the website and damages the design or impairs the ability for the web pages to display or function properly, may result in time to repair the web pages in order to restore the website.
In this event, damages will be assessed at an hourly rate of $150 per hour with a one-hour minimum. Work to repair the website from third-party modifications is outside of the support time and scope of the ongoing website care plan.
Limitation of Liability; Disclaimer of Warranties:
Although there are limitations to the guarantees we can provide, your satisfaction is very important to us. Please read and understand our limits of liability before engaging in our services.
Although we strive for your website’s optimal performance and security, we did not build the WordPress or Etch Studio software, the plugins, or the Cloudflare network used by the website.
For this reason, Creative Clarity does not represent, guarantee or warrant that the functions contained in these web pages or internet website will be uninterrupted, error-free, free from loss, corruption, attack, viruses, interference, hacking, or other security intrusions, and Creative Clarity disclaims any liability relating thereto.
To the extent not prohibited by law, in no event will Creative Clarity be liable to the client or any third party for any damages, including, but not limited to, any lost profits, lost savings, loss of data, business interruption, or incidental, consequential or special damages arising out of the operation of or inability to operate these web pages or website, however caused, even if Creative Clarity has been advised of the possibility of such damages.