Terms.

Terms of Service.

Last updated 16/07/2020

Hosting.

Your website hosting package includes the following:
  • SSL Certificate and renewals
  • Your website to remain active and online
  • WordPress optimised servers
  • Daily, Weekly, Monthly, Yearly security checks & plugin updates
  • Daily backups of your website
  • Daily backups of your website database
  • Up to 5 mailboxes
  • 7 days *technical support
  • Sustainable energy powered servers
  • LiteSpeed Servers with configured caching policies
*Technical Support covers any issues related to your website going offline due to a server fault or error. If in the event a website goes offline due to user error i.e. changes made not by NR Creative Marketing will be charged at an hourly rate to resolve the issue.

Your hosting fee does not include:
  • Website changes of any size
  • Content changes
  • Setting up email mailboxes on your devices (We provide access to a web mailbox) and provide you with configuration settings to set the mailbox up on your device(s).
  • Support outside of our normal business hours (Weekdays 9-5 / Weekend Closed / Bank Holidays) for any website related requests.
  • Purchasing of plugins/licences
  • Purchasing of themes
  • Purchasing of images
  • Email signature design
  • Email marketing
  • SEO (Search Engine Optimisation)
  • PPC (Pay Per Click Advertising)
  • GMB (Google My Business)
  • Any design related services/requests
Any requests made for changes to your website will be billed at our hourly rate, the request will need to be sent to us at hello@nrcreativemarketing.com with a minimum of 12 hours notice. The request will be acknowledged and raised as a ticket from our team to which we will respond to you with and ETA of completion.IF in the event your request is required as a matter of urgency, a ‘rush’ charge will be applied in order to push the request the front of the queue at a rate of **25% on top of the usual billed hourly rate.Any requests made outside of our working hours (see below) will not be carried out until the next available day/date, however, if the request is urgent the ***50% fee on top will be applied (See below).
  • **Rush charges – 25% on top of our usual hourly fee (Any urgent work requested to be carried out DURING normal working hours)
  • ***Out of hours fees – 50% on top of our usual hourly fee (Any urgent work requested to be carried out OUTSIDE normal working hours)
We have the right to increase our prices on any of our products or services at any given time, prior notice will be given to inform you of any changes to your subscribed services. The details outlined in our new terms of service described in this email will be as of immediate effect.

Ongoing Support (Retained Services).

The benefits to retained services are designed to save you money as the hourly fee is lower and provide you with priority support for requests and changes to be made on your website.Any requests made for changes to your website will be deducted from your allotted retainer hours, the request will need to be sent to us at hello@nrcreativemarketing.com with a minimum of 2 hours notice.
  • Rush charges – 0% on top of our usual hourly fee (Any urgent work requested to be carried out DURING normal working hours)
  • Out of hours fees – 25% on top of the agreed retained hourly fee (Any urgent work requested to be carried out OUTSIDE normal working hours)
The purpose of a retainer is to provide you with priority support for any changes that need to be made on a regular basis or if there is a requirement for urgent changes.If you wish to learn more about our retained services please contact us at hello@nrcreativemarketing.com and we can provide you with all of the information you require in order to get set up.
All requests in future for any changes to be made on your website or services for both retained & non-retained clients must be sent to hello@nrcreativemarketing.com or calling us on 01604 385064 (Phones lines open Mon-Fri 9-5, Closed Sat-Sun) to ensure that all of the team receive the requests and does not get missed. We will not respond to requests made by text message, WhatsApp, Instagram or Facebook as these will be ignored.

Cancellation Terms.

In order to cancel hosting or retained services NR Creative Marketing require a minimum of 30 days notice in order to make the necessary arrangements.

Access to our servers will not be permitted to any 3rd party service providers to obtain any files or access to the website databases if you wish to transfer to a new provider. We will zip your website files and database up and arrange to send to your new provider IF you are transferring your website away from us. Any plugins/content/design assets images that are licensed or owned by NR Creative Marketing will not be included in the transfer of your website to you new provider.

There will be no additional fees to cancel any of our services however, you will be liable to settle any outstanding fees or open invoices prior to leaving NR Creative Marketing. In the event that any open invoices or outstanding fees are owed we reserve the right to retain your website files and database and any plugins/content/design assets until the outstanding balance is paid in full.