Managed Services Terms

1. Scope

These Managed Services Terms are an addendum to our Terms of Service and apply to every Subscription for a Managed Website provided by [COMPANY NAME] LLC (“we”, “us” or “our”). Capitalized terms not defined here have the meanings given in the Terms of Service. If these Managed Services Terms conflict with the Terms of Service about Managed Websites, these Managed Services Terms control. The Acceptable Use Policy also applies.

2. What we provide

For each active Subscription, we provide:

1. Managed hosting of a website built on the Product and Template you chose, deployed on infrastructure we operate, in its own isolated environment with the resources of your Plan.
2. A platform subdomain (your-address.[PLATFORM DOMAIN]) with HTTPS, available as soon as the site is created.
3. Custom domains: you can connect domains you own, up to the number of custom domains allowed for your Plan (Section 9).
4. Backups of your site’s database and uploaded files (Section 8).
5. Automatic updates with rollback to new Releases of the Product, under the update settings you choose (Section 6).
6. Monitoring of the platform and of the health of your site, and recent site logs and the deployment and backup history in your Account.
7. Support by email (Section 11) and a public status page for information (Section 12).

3. What is not included

• Shell, root, SSH or direct database access, access to the underlying servers or containers, and the ability to install your own server software.
• A License to download the Source Code (available separately under the License Agreement).
• Custom development, design or content work, migration of existing sites, or SEO and marketing services.
• Email hosting or mailboxes for your domains, and domain name registration.
• A virtual private server or any guaranteed hardware specification.

4. Activation and setup

1. We create your Managed Website only after Polar, our merchant of record, confirms your payment. Setup is automatic and usually takes a few minutes; you can follow its progress in your Account, and we email you when the site is ready.
2. The site address (subdomain) you choose at checkout is permanent for that Subscription.
3. If we cannot set up your Managed Website, our team is notified and will contact you. If we cannot resolve the problem within a reasonable time, we will cancel the Subscription and refund the amount you paid for it.

5. Your responsibilities

You are responsible for:

1. the content of your site and everything your site’s users do on it, under the Acceptable Use Policy;
2. your site’s own terms, privacy notice, cookie consent and compliance with the laws that apply to your business and your visitors;
3. the administrator accounts of your site’s application, including strong passwords and who has access;
4. the DNS settings of any custom domain you connect, and keeping that domain registered;
5. keeping your own copies of content that matters to you; and
6. telling us promptly at support@[DOMAIN] about security issues or abuse you notice on your site.

6. Updates and maintenance windows

7. Fair use and resource limits

1. Each Plan includes its own set of features (such as the number of custom domains you can connect) and an allocation of computing resources (processing, memory and storage) suited to the intended use of the Plan. We set these allocations and will not materially reduce them during a Billing Period you have paid for.
2. Managed Websites run on shared infrastructure. If your site regularly needs more than your Plan provides, or its use degrades the service for other customers, we may limit its resources, ask you to move to a larger Plan, or, in serious cases, suspend it under the Acceptable Use Policy.
3. The resources may only be used to run your website. Workloads unrelated to it, such as cryptocurrency mining, file sharing or bulk storage, are not allowed.

8. Backups

We back up the database and uploaded files of each Managed Website and store the backups with our object storage provider (see Subprocessors). Your Account shows each backup and the date until which it is kept. We keep backups as follows:

If you need a backup restored, contact support@[DOMAIN] and our team will do it for you; a restore replaces the current data of your site. A daily schedule means up to about a day of changes can be lost when restoring. Backups are provided to help us recover your site; we do not guarantee that a backup will be complete or available, and they are not a substitute for your own copies.

9. Domains

1. The platform subdomain remains ours. It is assigned to your site for the duration of the Subscription and may be reassigned after your site is deleted.
2. To connect a custom domain, add the DNS records shown in your Account. Verification and HTTPS certificates are handled through Cloudflare. A domain must be verified within 72 hours after verification starts, or you will need to add it again. If more than one account tries to connect the same domain, the first to complete verification gets it.
3. You must own or control every domain you connect. We may remove a domain from your site if you no longer control it, if it is used in breach of the Acceptable Use Policy, or when the site is deleted.

10. Security

Each Managed Website runs in its own isolated environment and network, with resource limits and without privileged access. Secrets such as database passwords are generated per site and encrypted in our systems, administrative access to servers is restricted to our team through predefined, audited operations, and visitors reach your site over HTTPS. No system is perfectly secure; we will notify you of a security breach affecting your site as described in the Terms of Service.

11. Support

1. Contact support at support@[DOMAIN] from the email address of your Account. Support is provided in English during [Monday to Friday, 9:00 a.m. to 5:00 p.m. U.S. Eastern Time, excluding U.S. federal holidays].
2. We aim to send a first response within [two (2) business days]. Response and resolution times are targets, not guarantees, and support is provided on a best-effort basis.
3. Support covers the operation of the Managed Website and the platform: access, domains, updates, backups and restores, and suspected faults. It does not include custom development, content changes or help with third-party services you add to your site.

12. Availability and status page

We use commercially reasonable efforts to keep Managed Websites available, and we schedule planned work in maintenance windows. We do not promise any particular uptime, and no service credits apply, unless a service level is in effect under Section 13 (Service level commitment [optional]). We publish information about incidents and planned maintenance on our status page at /status; the status page is informational only and does not create any service level commitment.

13. Service level commitment [optional]

[Optional — not in effect.] Unless and until this Section is completed and this notice is removed, no service level commitment or service credit applies to any Subscription.

[If the Company decides to offer one: we aim for monthly availability of [99.5]% for each Managed Website, measured by our external monitoring and excluding scheduled maintenance windows, emergency maintenance, events described in the force majeure section of the Terms of Service, problems caused by your content, configuration, domain or DNS, and suspensions under the Agreement. If we miss the target in a calendar month, you may request a service credit of [10]% of the fees for that month, applied to your next renewal, by writing to support@[DOMAIN] within thirty (30) days after the end of the month. Service credits are your sole remedy for missing the target.]

14. Suspension, cancellation and deletion

Cancellation, failed payments, suspension and deletion are governed by the suspension and termination section of the Terms of Service. In short:

1. If a renewal payment fails, your site stays online for a grace period of [3–5] days. If the payment has not succeeded by then, the site is suspended (offline, data kept). If the payment later succeeds while the Subscription is still open, the site comes back online automatically.
2. If you cancel, your site stays available until the end of the paid Billing Period, and until then you can turn automatic renewal back on from Billing. When the period ends, the Subscription ends and the site is suspended; from then on only our support team can restore it, so contact support@[DOMAIN] while the site still exists.
3. A site that stays suspended for [30] days is deleted after a final backup. We email you at least 7 days before.
4. A site suspended for a breach of the Acceptable Use Policy is only restored once the problem is resolved.

15. Data export and deletion

1. While your Subscription is active or your site is suspended, you can ask support@[DOMAIN] for a copy of your site’s data. This is a manual process handled by our support team, who will provide the data from the site’s most recent backup in a format and by a method agreed with you.
2. When a site is deleted, its final backup is kept for 90 days, and you may ask support for a copy during that time in the same way. Afterwards, the site’s data is permanently deleted from our servers and backups as they expire.
3. We keep records about your Account, Orders and the history of the site (for example, its address, deployment history and audit logs) as described in our Privacy Policy.

16. Personal data in your site

For personal data that your site collects about its visitors and customers, you are the controller and we act as your processor or service provider, as described in the privacy and data protection section of the Terms of Service. On request to privacy@[DOMAIN], we will enter into a data processing agreement with you ([DATA PROCESSING AGREEMENT — DOCUMENT OR LINK, TO BE PREPARED BY COUNSEL]). Our current subprocessors are listed on the Subprocessors page.

17. Changes to the managed service

We may change the infrastructure, providers, Product versions and tools we use to run Managed Websites, as long as the change does not materially reduce the service described here during a Billing Period you have paid for. We may retire old Releases of a Product. If we discontinue a Product or Template that your site uses, we will give you at least [90] days’ notice and refund any prepaid fees for the time after the service ends.

18. Contact

Support: support@[DOMAIN] · Legal: legal@[DOMAIN]