WordPress Support Care Plan
If you have any questions about these Terms & Support Policy or do not agree with it, please contact us by clicking here before using the Website or our services.
Before using any of the YOW Internet services, you are required to read, understand and agree to these terms. You may only create an account after reading and accepting these terms.
THE LEGAL AGREEMENTS SET OUT BELOW GOVERN YOUR USE OF THE YOW INTERNET SERVICES (“SERVICES”). BY USING THE YOW INTERNET SERVICES YOU AGREE TO THESE TERMS, AS SUCH MAY BE AMENDED FROM TIME TO TIME AT YOW INTERNET ’S ABSOLUTE DISCRETION. IF YOU DO NOT AGREE TO THESE TERMS, YOU ARE NOT AUTHORIZED TO USE THE SERVICES.
Our service provides you with support and maintenance services under the “YOW Portal.com”. We provide support for websites running on single-site installations of WordPress. Services include but are not limited to, any service and/or content YOW Internet makes available to or performs for you, as well as the offering of any materials displayed, transmitted or performed on the Site or through the Services.
Your access to and use of the website may be interrupted from time to time as a result of the unlikely event of equipment malfunction, updating, maintenance or repair of the Site or any other reason within or outside the control of YOW Internet. YOW Internet reserves the right to amend, suspend or discontinue the availability of the website and/or any Service and/or remove any Content at any time at its sole discretion and without prior notice. YOW Internet service does not support multi-site WordPress installations. YOW Internet is not affiliated with the WordPress Foundation, WooCommerce or Automattic.
We will only provide Support Services to you through our agreed-upon systems. Confirmation of what online support ticket system, e-mail service or ticket desk shall be finalised before any commencement of any coverage by us to you.
We don’t provide our YOW Portal Support Service through any other channel (Whatsapp, Phone Calls, Text Message, Slack, Skype, Snapchat, Facebook, Zoom) unless specifically authorised and agreed upon.
Only in special circumstances whereby both YOW Internet and the client agree to use other forms of communication – such as e-mail, will e-mail support be actively used as opposed to the agreed-upon support centre or system used by both YOW Portal and YOW Internet.
All YOW Portal client support tickets and communications are confidential and are between you and our support team. We will only provide Support Services to clients through our agreed-upon systems. Confirmation of what online support ticket system, e-mail service or ticket desk shall be finalised before any commencement of any YOW Portal coverage by us to you.
Monday – Friday:
Saturday + Sunday:
Urgent Tickets only – website down / malware hack etc
Site Monitor Plan Support Cover
Monday - Friday (9am - 5pm) only.
If a website is hosted with us on our servers, we will provide urgent cover for hosting issues such as downtime. However, all other tasks, queries and issues will be dealt with in standard office hours.
Christmas, Bank Holidays etc:
Limited Hours / Urgent Tickets only.
Availability will be discussed before the upcoming special days and bank holiday.
Support must be requested through the proper channels to be received and responded to in a reasonable amount of time. Each request is subject to review following our scope of work for "content edits" and "maintenance tasks".
The effort required for development is exclusively determined by the YOW Internet team. For work outside of the scope of the YOW Internet plans development agreement, YOW Internet will liaise with you on the next steps for the project. Along with any costs or time involved and the appropriate solutions – whether carried out by us, or a third-party. Your requests are subject to approval by YOW Internet or by its assigned agent.
Detailed information and examples of what is in scope for content edits & maintenance tasks can be found on our website and below:
Content Edits & Tweaks
If a client is requiring more support than what is covered on their plan, we will inform you so you can liaise with the customer about potentially upgrading - or downgrading. All account matters for your clients must be dealt with by you directly. We will provide any relevant information or details for you in this scenario.
YOW Internet provides 24-hour support for any urgent tickets (site down / hacked), but any standard requests or tasks that not do not meet urgent criteria will be dealt with outside of our urgent weekend availability.
YOW Internet provides no guarantee either express or implied on the timeframe of when a support request can or will be resolved. We do not offer guaranteed response times or SLA’s unless explicitly agreed upon beforehand with the YOW Internet team upon signup.
Whilst YOW Internet provides no guarantee either express or implied on the timeframe of when a support request can or will be resolved, our average response time to any ticket is between 30 minutes - 2 hours. On average, all tickets and queries will have a first response within 24 hours - if not sooner as previously mentioned. With regards to urgent tickets (Website Down / Website Hacked), we endeavour to respond and solve these as soon as possible regardless of time or day. You’ll often be surprised at how quickly we respond or solve issues.
If a YOW Portal client registers a support ticket after hours or late on a Friday, most tickets will be dealt with early morning Monday. Unless deemed urgent by the YOW Internet support team (i.e my site has gone down).
We clearly list coverage of maintenance tasks & content edit timeframes on our website here under the useful information section: https://yowinternet.co.uk/plans/
We reserve the right to turn down any task requests if they are outside the scope of our service.
YOW Internet will ask you for your hosting (if necessary), FTP and WordPress login details and any other login credentials if necessary to accomplish your tasks. This information is safe with us, and it is completely confidential. No one will have access to your websites except our support team.
We use multi-factor authentication for our internal systems wherever possible. This enables a higher level of security and means that on most occasions even our internal staff do not have access to passwords or confidential information daily basis.
Externally hosted clientsClients hosted externally should always contact their hosting provider as the first port of call for any issues - urgent or otherwise. We advise CC'ing us into any email to them or ensuring we have third-party access, that way we can help de-bug or diagnose issues where possible on our side. We cannot be held responsible for downtime or hosting issues when a client is not directly hosted on our servers.
Our hosting is included in our YOW Internet site care plans. It is optional - not obligatory to host your websites with us. Our YOW Internet hosting perfect for all websites - apart from very large, high traffic websites that require a VPS or dedicated server.
Details about our hosting:
Optimised for WordPress & WooCommerce. Benefit from our superfast Litespeed, hosting solutions. Engineered with security and blazing fast speed in mind, our Cloud WordPress hosting options provide superfast load times and peace of mind–with built-in malware scanning, Firewall and Site Care Included.
Default, CPanel hosting environment with Litespeed cache built-in for rapid speed and cages for secure, separated instances. Green/eco hosted servers with PCI compliant cover.
Included free on our Budget + Starter Monitor care plans.
Cloud hosting (PRO)
Included free on our “Premium” & eCommerce site care plans.
By subscribing to one of our YOW Portal services, you authorise us to update all of the WordPress core files, the active theme, and all of the active plugins as needed on your website. We update all WordPress plugins and themes (when a new release is available) that allow automatic updates. By automatic updates, we mean all themes and plugins that can be updated from within the WordPress Dashboard. We will not update any themes or plugins that require a file up-load unless otherwise stated. For some scenarios, at our sole discretion – we may update plugins via FTP manually if required, but are not obligated to do so.
We perform all updates after confirming that your website was successfully backed up. We will only update plugins and themes that are compatible with the version of WordPress that you have installed. We will only update the WordPress core files if all your plugins are compatible with the latest version of WordPress. If after performing any update, your website is not working as it should, we will restore your website for free to how it was before the update.
When a new release of a plugin or theme is available, this does not guarantee or expressly permit that we shall then carry out any newly released theme, WordPress or plugin update within a certain time period. This is because we first need to verify that the updates are compatible with your current WordPress version, theme and other plugins that are being utilised on the client website.
Sometimes due to plugin or theme conflicts, we may refrain from updating to the latest version of said plugin. This is for your safety and security. Updating a plugin without researching any known conflicts from its latest release is unwise. Because of this, we will refrain from updates on certain plugins/themes if there is known or publicised issues, bugs or errors with its latest release. We will generally update inactive themes and plugins for security reasons but we highly recommend that you delete all inactive themes and plugins.
We will never delete a plugin or theme without your prior written consent, unless for vulnerabilities or urgent security reasons. In this scenario, we will notify you. We typically start all backups between 8 PM – 6 AM GMT and then perform all updates after confirming that your website was successfully backed up.
We cannot update themes that have updates - unless a child theme is in place. If there is no child theme in place, we will set up a demo to test adding a child theme to see if that's possible to do after-build. Additionally, if a website is custom built and does not use a premium theme - but instead a custom builds one - there will be no updates from theme authors directly and this may lead to issues with compatibility in the long term.
Whilst we perform regular checks, especially after any maintenance or update is carried out on your website, It is your sole responsibility to notify us via email if you notice that your website is not working properly after any updates are performed and ask us to restore your website to the latest backup version.
If we have to restore your website, we cannot guarantee that it will be possible to recover any content, posts, pages, or any changes that occurred between the time the backup was created and the time the website was restored.
Stage 1 - Free Initial Security Review
Our expert team have removed hundreds of types of malware and spam injections over the past ten years. The first step is to carry out a security review of your website. During this stage, we research and scan the website to identify and breaches, malware infections or malicious links. If we find evidence of malware, spam or an infection – we will notify you with details. You may then choose to have the malware removed by us or another party. We will then classify which level of malware removal is required with a quote for removal.
If we do not find any malware on your website, we will provide feedback on potential security improvements that can be made to your website and should you approve –we will implement those measures under the cost of the site care plan if you proceed onto a site care plan with us.
Stage 2 - Malware Removal & Clean-up Process
After the security review is carried out, should you proceed ahead, we would then carry out the removal. The first step would be for us to take a full backup of the website before the removal process. Once a backup is created, we would scan your website for malicious links and infected files – removing them securely. A fully manual review of the website files is carried out and a summary report of the malware removal will be delivered to you via e-mail.
In the unlikely event that we are unable to remove the malware, we would refund you the cost of the malware removal/clean-up process.
NOTE: If you sign up to a site care plan with us but has previously been hacked before signup, or if malware is found during the onboarding stage, we will offer to remove the malware for a highly reduced fee of £50 –as long as you have an active care plan with us. In certain conditions, we may choose to waive this fee but this is at our discretion.
Ad-hoc Rates (for those not on a site care plan)
Level 1 – Malware Removal £100Level 2 – Malware Removal £190 (widespread attack with multiple points of infection –this removal process can take longer and be more complexed, particularly if your website features e-commerce or membership aspects)
*prices subject to change. We will always notify you in advance of the appropriate malware removal cost and level identified in any audit/security review.
Initial Audit / Onboarding
YOW Internet requires at least temporary access to carry out a basic website audit and ensure that a website is in a maintainable and secure state before agreeing to accept the website onto a YOW Portal care plan.
The first step is to carry out a security review of your website. During this stage, we research and scan the website to identify and breaches, bugs or malware infections. If we find evidence of malware, spam or an infection – we will notify you with details.
You may then choose to have the malware removed by us or another party. We will then classify which level of malware removal is required with a quote for removal. If you sign up for a care plan – we offer to remove the malware for a one-time discounted charge of £50.
If we do not find any malware on your website, we will provide feedback on potential security improvements that can be made to your website and should you approve – we will implement those measures under the site care plan.
Usually, we can get new YOW Internet sites added to our system in just a few hours, hosting migrated within 1 week.
YOW Internet requires at least temporary access to carry out a basic website audit and ensure that a website is in a maintainable and secure state before agreeing to accept the website onto a YOW Internet care plan. If the website is found to not be in an acceptable or maintainable state by both parties, refusal of service may occur or an alternative arrangement may be suggested.
General Tickets / Emails
For all communications with you, we shall use the dedicated ticket email address ([email protected]) - this is set up via the teamwork desk as an inbox that we can use for ticketing.
General Account Queries / Sales
For any general accounts or sales queries related to your YOW Internet account. Send us an e-mail: [email protected]
Need to add a new website to your cover? Or need to take one off their current plan as part of cancellation? Send us an e-mail: [email protected]
Invoice / Billing Queries
For any billing or invoice related queries. Send us an e-mail: [email protected]
One-off/ad-hoc tweaks and fixes
In the unlikely event that you purchase an hourly or one-time, ad-hoc service with us and we can’t resolve or fix your issue for you, we will give you a full refund and restore things before we did any work on it as part of our 100% moneyback guarantee.
YOW Internet Care Plan Pricing:
The below pricing is a statement of the plans we offer on an individually priced basis. Full plans and pricing details available online;
Onboarding / Audit Malware Removal
One-off charge applicable to malware removal for customers during the on-boarding phase if malware is found.
£50 per site / removal (Cost one off)
Ad-hoc Malware Removal - Level 1
Standard malware removal on brochure websites - for those not on a site care plan with us.
£100 (Cost one off)
Ad-hoc Malware Removal - Level 2
Complexed Malware removal charge for multiple points of origin - those not on a site care plan - on websites that are complexed in nature or contain WooCommerce, membership etc. Database infection etc.
£190 (Cost one off)
Payment of services
Payment of YOW Internet service cover is to be settled each month via invoice.
Payment for ad-hoc services / one-off malware removal
A separate invoice will be generated for any additional ad-hoc work or malware removal service we provide you. This will be billed at the end of each month.
If you use PayPal, Stripe or a credit card for payment, you authorise YOW Internet to automatically renew your monthly subscription and charge the then-current renewal fees to the PayPal/Stripe account or credit card associated with your account.
When payment by invoice for overall YOW Internet coverage is the agreed-upon method, will have 10 days notice, to settle invoices by the agreed upon due date. Late payment fees will be enforced if payment is not met by agreed-upon dates and deadlines.
For subscriptions and monthly debit arrangements, any failure to take payment will be notified to you as soon as possible. It will then be your responsibility to ensure the payment card details are up to date and working effectively, in addition to ensuring that the payment has been processed and that there are no outstanding balances due to YOW Internet.
You are responsible for the timely payment of all fees and or providing YOW Internet with a valid payment method for the payment of all fees for services rendered to you. Regular late payment will lead to late payment fees being enforced. For details, please see the “late payment fees” section.
Failure to settle payment will lead to immediate termination of services rendered to you. YOU ARE RESPONSIBLE FOR THE TIMELY PAYMENT OF ALL FEES AND FOR PROVIDING YOW INTERNET WITH A VALID PAYMENT METHOD FOR PAYMENT OF ALL FEES. We additionally reserve the right to refuse Services or cancel your subscriptions with a refund (if necessary/reasonable) for any reason we deem appropriate, especially when a failure to meet financial obligations has been breached by you.
Failure by you to provide payment for services rendered shall enable a late payment fee to be put in place. Should payment not be completed after a total of 10 days after the due date, a late payment fee of £30.00 will be charged for the first offence. For every day thereafter, an additional daily charge of £10.00 shall be enforced. Should a second offence occur whereby payment has been delivered late after the stated time of 10 days after the due date, an account review will be actioned which could lead to 28 days cancellation notice being served.
Any price decrease or increase for our services charged to you, shall be fully proposed and notified in advance to you, with at least 1 months’ notice given. Should you accept new pricing terms given by YOW Internet, current pricing will be kept in place until the end of the billing period or a specifically agreed upon date, with a new pricing structure being implemented during the next billing period or specifically agreed upon date. Should you wish to reject our new proposed decreased/ increased pricing, you will have the option to serve us 1 months’ notice under our existing pricing arrangement. This will ensure that all you are served as normal until the end of the billing period, to avoid any disruption should you need to find another provider.
All account matters are to be dealt with by YOW Internet. If you would like us to downgrade or upgrade a plan, simply let us know and we’ll adjust this on our end asap. Usually, this would take a change at the end of the month, any invoice updates would then follow accordingly on the new month’s invoice.
Should you wish to cancel your account at the end of the billing period or with immediate effect, please relay any required information or proposed changes to your website to ensure we can actively update your monthly invoice for services.
There are no cancellation charges to you should you wish to cancel your subscription. If you no longer want to continue with the maintenance plan, from our perspective, your website would be maintained until the end of the month that you have paid for. After that, no further updates, maintenance and support would be provided. In terms of hosting, you will need to decide whether you want to continue the hosting on another server outside of ours (if hosted with us) and whether there would be costs and how much those monthly costs for hosting would be. But the support from YOW Internet would no longer apply in any aspects of your website, along with the current hosting provision in place for hosted customers. Sufficient time (1 month) and access will be given for any YOW Internet customers who are hosted and those who cancel, to migrate away to another provider if required.
This Agreement, and any posted revisions, remain in effect as long as you continue to maintain an account or use the Services. You may terminate your account at any time, for any reason, by contacting us at [email protected] and this will trigger the agreed-upon notice period and defined cancellation process.
There are no cancellation fees or hidden costs in cancelling our agreement with us. However, 1 months’ notice is compulsory. This will enable us to prepare alongside with yourselves for a smooth transition until the following billing period. The notice should only be served and received via electronic mail, no other formats are acceptable.
YOW Internet may terminate your account and this Agreement immediately and without pre-arranged notice should you fail to provide payment for services rendered to you, or otherwise fail to comply with this Agreement in any capacity (notifications during 14 days after payment due dates would be sent to inform, remind and warn you in the event of any payment failure).
On termination or expiration of your account or this Agreement, you will no longer have the right to continue to use the Software and the Services provided by YOW Internet.
Also, upon termination under this Agreement, you specifically agree that YOW Internet has no obligation to provide you, or anyone else with a copy of your backup data and that YOW Internet may automatically purge your backup data from any systems used by YOW Internet to backup your data. You may not resell, share, or publish subscription credentials or access our systems.
Furthermore, upon termination, YOW Internet shall no longer provide or be responsible for the maintenance (and hosting - if applicable) and support provided to you.
Upon termination, YOW Internet would provide sufficient access to it’s hosting servers (if you have websites hosted on our YOW Hosting platform) in order for you to migrate to another server or provider. This would be accessible for a period of 1 month, sufficient time to prepare and make new arrangements.
YOW Internet (YOW) reserves the right at any time to modify, suspend, or discontinue providing the Services, in whole or in part, with agreed-upon notice - 1 month.
Should you wish to change any aspects or details of the agreement, notice must be served via e-mail.
To request alteration or changes to this agreement, please email [email protected]. If you do not agree to be bound by this Agreement, you must stop using our YOW services immediately.
If both parties agree on the requested changes, those will take place immediately upon the signature of the new document. If both parties do not agree, either party may request further alterations or amendments. Finally, if no agreement can be found on requested alterations - notice can be served by either party to cancel the agreement within the agreed-upon timeframe of 1 month.
YOU SPECIFICALLY AGREE THAT YOUR USE OF THE SERVICES IS AT YOUR SOLE RISK, AND THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. YOW INTERNET (YOW), ITS SUPPLIERS AND THEIR RESPECTIVE AFFILIATES EXPRESSLY DISCLAIM ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. IN PARTICULAR, YOW INTERNET, ITS SUPPLIERS, AND THEIR RESPECTIVE AFFILIATES MAKE NO WARRANTY THAT (A) THE SERVICES WILL MEET YOUR REQUIREMENTS; (B) YOUR USE OF THE SERVICES WILL BE TIMELY, UNINTERRUPTED, SECURE OR ERROR-FREE; (C) ANY INFORMATION OBTAINED BY YOU AS A RESULT OF THE SERVICES WILL BE ACCURATE OR RELIABLE, AND (D) ANY DEFECTS OR ERRORS IN THE SERVICES WILL BE CORRECTED. ANY MATERIAL DOWNLOADED OR OTHERWISE OBTAINED THROUGH THE USE OF THE SERVICES IS ACCESSED AT YOUR OWN DISCRETION AND RISK, AND YOU WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR DEVICE OR LOSS OF DATA THAT RESULTS FROM THE DOWNLOAD OF ANY SUCH MATERIAL. YOU FURTHER ACKNOWLEDGE THAT THE SERVICES ARE NOT INTENDED OR SUITABLE FOR USE IN APPLICATIONS THAT COULD LEAD TO DEATH, PERSONAL INJURY, OR SEVERE PHYSICAL OR ENVIRONMENTAL DAMAGE.
You acknowledge that use of the Services and Software may be subject to the export and import laws of the United Kingdom and other countries. You agree to comply with all export and import laws and regulations. You agree that you will not use the Services and Software for any purposes prohibited by United Kingdom law, including the development, design, manufacture or production of missiles, nuclear, chemical or biological weapons. This agreement and the relationship between you and YOW Internet will be governed by the laws of the United Kingdom, excluding its conflicts of law provisions.
You agree to submit to the personal and exclusive jurisdiction of the courts located in the United Kingdom to resolve any dispute or claim arising from this Agreement. As to intellectual property rights, you specifically agree that YOW Internet may file an action in any jurisdiction to protect or enforce its rights. The United Nations Convention on Contracts for the International Sale of Goods will not apply to this Agreement. this Agreement constitutes the entire agreement between you and YOW Internet and completely replace any prior agreements between you and YOW Internet concerning the Services and Software.
If any part of this Agreement is held invalid or unenforceable, that portion will be construed in a manner consistent with applicable law to reflect, as nearly as possible, the original intentions of the parties, and the remaining portions will remain in full force and effect. The failure of YOW Internet to exercise or enforce any right or provision of this Agreement will not constitute a waiver of such right or provision. You agree that, except as otherwise expressly provided in this Agreement, there will be no third-party beneficiaries to this agreement. You agree that any claim or cause of action related to this Agreement or the use of the Services and Software must be filed within one month after the cause of action arose or be forever barred.
You may not assign or transfer any of your rights or obligations under this Agreement to a third party without the prior written consent of YOW Internet and notice of 28 days. YOW Internet may freely assign this Agreement to a third-party in the future. In this event, 28 day’s notice would be given to you and you will have the choice to continue the agreement with the new owner or provider of services, or you may provide notice of the agreed cancellation period.
No agency, partnership, joint venture, or employment is created as a result of the Terms and you do not have any authority of any kind to bind YOW Internet in any respect whatsoever. The failure of either party to exercise in any respect any right provided for herein shall not be deemed a waiver of any further rights hereunder. YOW Internet (YOW) shall not be liable for any failure to perform its obligations hereunder where such failure results from any cause beyond YOW Internet’s reasonable control, including, without limitation, mechanical, electronic or communications failure or degradation (including “line-noise” interference). If any provision of the Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that the Terms shall otherwise remain in full force and effect and enforceable.
In no event shall YOW Internet (YOW) be liable to You under any legal or equitable theory, including but not limited to contract, tort, strict liability, negligence, common law or with respect the site, the service or any content (i) for any lost profits, loss of use, or actual, special, indirect, incidental, punitive, or consequential damages of any kind whatsoever. You understand that your sole remedy for any damages you allege have been sustained as a result of the Services is to cancel your subscription.
YOW INTERNET, AND THEIR LICENSEES, AFFILIATES, AND LICENSORS MAKE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE SERVICES, INCLUDING, WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. YOUR SOLE REMEDY, AND OUR SOLE LIABILITY, SHALL BE YOUR ABILITY TO TERMINATE THE SERVICE EFFECTIVE UPON RECEIPT BY YOW INTERNET OF YOUR WRITTEN NOTICE OF TERMINATION, TO THE FULLEST EXTENT ALLOWED BY APPLICABLE LAW.
You are solely responsible for your conduct related to the Services and Software.
You specifically agree that you will not use the Software or Services to:
YOW Internet (YOW) reserves the right to refuse service at any time, to any individual, website, or blogs that contain offensive, obscene, hateful, malicious content or any other reason.
Cost Per Month. Per Site.
Your Name: Job Title: Email: Telephone:
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Your legal name
Your email address
Signed by Nick Banduch
Signed On: 01/03/2021
If you have questions about the contents of this document, you can email the document owner.
Document Name: WordPress Support Care Plan
Agree & Sign