Legal

Hosting & Support Terms

Last updated 3 August 2026

These terms cover hosting, SSL, backups and ongoing support. They form part of our Terms & Conditions.

1. What hosting includes

• Your website set up on enterprise-grade managed hosting infrastructure.
• A guaranteed uptime commitment, with 24/7 automated monitoring and automated recovery — see section 2.
• An SSL certificate, so the site loads over HTTPS.
• Daily backups, managed by us — see section 3.
• Initial website setup on the managed hosting platform, handled by us.
• Free for the first year on new websites, as stated in your quote. After that, a monthly or annual fee we agree with you in advance.

2. Uptime, monitoring and recovery

We guarantee your site's uptime, and we are responsible for it. You do not need to chase a hosting company, hold an account with them, or work out whose fault an outage is. Your agreement is with us, and keeping the site up is our job.

We commit to a 99.9% uptime guarantee, backed by the service level agreement of the managed hosting platform we use. Planned maintenance, and downtime caused by something outside the hosting platform — your domain expiring, or changes made to the site by you or another supplier — sit outside that figure.

How that is delivered

The uptime commitment is met by systems and by a staffed provider, not by one person's availability:

• 24/7 automated monitoring. The platform is checked continuously, around the clock. Nobody has to notice a problem for it to be detected.
• Automated recovery. The infrastructure restarts and recovers failed services automatically. Most faults are resolved without human involvement at all.
• A 24/7 provider team. Hosting is outsourced to a specialist provider whose support and engineering staff are on call 24 hours a day, every day of the year, including public holidays. Infrastructure incidents are theirs to handle, at any hour, under their SLA.
• Redundant, managed infrastructure. Enterprise-grade platforms with failover, not a single machine that can quietly die.

This is a deliberate design decision. Availability is guaranteed to you because it is automated and covered by a 24/7 team — not because any individual is expected to be reachable at night or at a weekend.

If something does go wrong, we handle it with the provider on your behalf. You do not need to raise the ticket, and you do not need to know who they are.

3. Backups

Backups are ours to manage, and we take responsibility for them. You do not need to arrange anything, monitor anything or hold your own copy.

Your site and its database are backed up daily. We keep recent restore points, we check the backups are running, and if a site needs restoring, that is our job to do — not something you have to arrange or chase.

If you would like your own copy of the site and database at any point — for peace of mind or for your records — just ask and we will send it. That is your right, not a condition of the service.

4. Response times

We aim to reply to support requests within one working day.

That is a target response time, not a guaranteed fix time. How long a fix takes depends on what has broken and whether it sits with us or with the hosting provider.

5. Included changes

New websites include a fair-use allowance of small changes in the first year, agreed with you in your quote.

A small change means text edits, swapping an image, updating opening hours or prices, adding a page section — the routine upkeep of a live site.

It does not mean: new pages, new features, redesigns, new third-party services, or migrating to a different platform. Those are new work and are quoted separately. If a request goes beyond the allowance we will tell you before doing it, with a price — never afterwards on an invoice.

6. What is not included

• Domain name registration and renewal — normally held in your own name, and your cost.
• Third-party subscriptions and licences: email hosting, booking systems, stock imagery, paid plugins.
• Stripe fees and any other payment processing costs.
• Content writing and photography beyond what the original quote included.
• Fixing problems caused by changes you or another supplier made to the site.
• Search engine ranking. We design sites so search engines can read them properly; nobody can guarantee a position in search results, and we do not.

7. Ending hosting or support

Either of us can end the arrangement with 30 days' written notice. Fees already paid for the current period are not refunded.

If you leave, we will give you a full copy of your site files and database so you can move to another provider. We will not withhold your site, your content or your domain. We will keep your site online for 30 days after the arrangement ends to give you time to migrate.

We may suspend hosting where fees are more than 30 days overdue, or where a site is being used unlawfully — but not without telling you first and giving you a chance to put it right.

8. Your responsibilities

• Keep your domain registration current. Sites go down most often because a domain quietly expired.
• Keep account credentials secure and tell us promptly if something looks wrong.
• Make sure content you publish is lawful and that you have the rights to it.

9. Liability

Our liability for hosting and support is limited to the hosting and support fees you paid us in the 12 months before the issue arose. Where hosting is provided free in the first year, that limit is the value of the design fee attributable to hosting.

Nothing here limits liability that cannot lawfully be limited, and if you are a consumer, nothing here affects your statutory rights.

10. Questions

If anything here is unclear, ask before you sign rather than after something breaks: hello@camm.design.