ALL TERMS OF SERVICE ARE EXPRESSLY CONDITIONED UPON THE TERMS AND CONDITIONS CONTAINED OR REFERRED TO HEREIN.
Customer agrees to pay Site Mender all sums due as agreed upon in accordance with the terms specified.
Monthly plan customers are free to cancel at any time. Customers who cancel service within 24 hours of sign up or renewal date will be refunded for that month in full. Any other time and the monthly fee is non-refundable. Customers who have annual plans may request a pro-rated refund (minus applicable sales tax) within 60 days of renewal date. After 60 days, all annual plans are non-refundable. All setup fees are non-refundable.
Discontinuation of Service
The customer has the right to discontinue service at any time either in writing via electronic mail or by logging into the Site Mender website and canceling the subscription.
Site Mender Rights
Site Mender reserves the right to cancel services for any reason with written warning via electronic mail at least 10 days prior to subscription renewal. Site Mender also reserves the right to refuse service to anyone for any reason.
Core WordPress Software
Site Mender updates core WordPress software per our maintenance schedule. Site Mender does not warrant the WordPress software. Customer acknowledges and agrees that Site Mender shall not be liable for any damages caused by or relating to the Wordress core software.
Plugins provided for websites by Site Mender are not warrantied by Site Mender and may be subject to change based on best practices, security risks or programming code conflicts. Plugins are updated per our maintenance schedule — weekly for WordPress Enterprise, Enterprise Plus, Priority and all annual plan customers, monthly for Standard and Professional plan customers. If any plugin should not be added to or updated on the Customer’s website for a specific reason, Customer must alert Site Mender on or before the initial date of service.
Customer acknowledges and agrees that Site Mender shall not be liable for any damages caused by or relating to plugins. Any and all other plugin technology added to the site by the Customer or requested for addition by Site Mender on behalf of the Customer is the sole responsibility of the Customer. Site Mender cannot manage, warranty, support or troubleshoot third-party technology without testing and a firm understanding of the technology applications. Customer should discuss all needs and applications of the third-party software before requesting addition to the website. If Customer adds any third-party technology to the website, Site Mender shall not be responsible for providing support for the technology unless Customer has discussed and agreed upon a course of action with Site Mender.
Backups and Reversions
Site Mender provides daily backups of websites hosted on Site Mender servers. Site Mender is not responsible for providing backups or reversions of website content, plugins or software not hosted on Site Mender servers. Should Customer need these service, please contact Site Mender to discuss your options.
Hacks and Security
Site Mender provides reasonable security mitigation on all websites. Issues related to hacking or security will be addressed as quickly as possible, but Customer may experience service interruptions or additional charges depending upon the website and the nature of the security breach. Any hacked website on Site Mender servers will be quarantined and taken offline until the security issues can be corrected. Customer agrees that Site Mender shall not be liable for any damages caused by or relating to any external security breach or intrusion of Customer’s website.
If Site Mender is not providing hosting for the Customer website, all hosting matters are subject to the terms and conditions of your provider including but not limited to website backup, firewall protection, server security/integrity, server speed, accessibility, plugin and software limitations, etc. Customer agrees that Site Mender shall have no liability for any damages caused by or relating to the hosting of your website.
Site Mender does not, under the terms of our agreements, provide services relating to third-party vendors including but not limited to social media, hosting, email and other online services. If you have a third-party service requiring management or maintenance, we can provide help in most cases for an additional cost.
Hours of Operation & Holidays
Site Mender maintains Monday through Friday business hours between 9 a.m. and 6 p.m. Central Standard Time. We do not provide updates for support requests made outside of those regular business hours. Should a Customer need an update done outside of those hours, the Customer may contact us to make special arrangements, but may incur an additional fee for work outside of business hours. We observe most major U.S. holidays including New Year’s Day, Memorial Day, Labor Day, Thanksgiving and Christmas and are unavailable for non-emergency requests on holidays as well. In addition, it is our custom to take off the week between Christmas and New Year’s each year. We notify our customers via email of the dates we will be closed at the end of November. During that week, we work sporadically, but do not promise time frame on non-emergency requests.
Website Update Conditions
Most website updates are done within 24 hours of the request except requests made on Friday, which, if not completed the same day, will be completed by the following Monday (except on holidays). Most updates are completed the same day, however any urgent requests that require some-day completion must be made by 3 p.m. CST in order for them to be completed before close of business. For any updates that require longer than 24 hours, Site Mender will provide the Customer with a time estimate upon review of the update request.
Additionally, unless otherwise stipulated in an individual contractual agreement with Site Mender, individual support requests are limited to one hour of work as estimated by Site Mender. Audits of support requests by Site Mender have found that more than 98 percent of all requests fell within this allotted time limit. For requests determined by Site Mender to require longer than one hour, an estimate of time and cost will be provided by Site Mender prior to work commencing.
General Terms and Conditions
This agreement is governed by and construed in accordance with the laws of the State of Texas. In the event of any dispute arising out of this agreement, all lawsuits, causes of action or arbitrations shall occur in Harris County, Texas.
IN NO EVENT AND UNDER NO CIRCUMSTANCES SHALL SITE MENDER BE LIABLE TO CUSTOMER OR ANY OTHER PART FOR ANY INCIDENTAL, CONSEQUENTIAL, INDIRECT OR SPECIAL DAMAGES (INCLUDING BUT NOT LIMITED TO LOSS OF USE OR LOSS OF PROFITS OR REVENUES) ARISING FROM ANY CAUSE WHATSOEVER (INCLUDING, BUT NOT LIMITED TO, ANY DELAY, ACT, ERROR OR OMISSION OF SITE MENDER) WHETHER SUCH CLAIM IS BROUGHT AS A BREACH OF CONTRACT/WARRANTY OR TORT CLAIM.