Name: D3 Creative
Address: Broadstone Mill, Broadstone Road, Stockport, England, SK5 7DL, UK
Telephone: 0161 524 5554

Website Maintenance Terms and Conditions

Registered Address: Broadstone Mill, Broadstone Road, Stockport, SK5 7DL

Last Updated: 8th April 2026

DEFINITIONS
1. "Service Provider" means D3 Network Ltd trading as D3 Creative
2. "Client" means the individual or organisation purchasing maintenance services
3. "Services" means the maintenance and support services as specified in the selected package (Core, Plus, or Max)
4. "Website" means the Client's single Statamic-based website covered under this agreement, including its staging and production environments only. Statamic installations using multi-site will be reviewed individually and priced separately
5. "Business Hours" means Monday to Friday, 9:00am to 5:30pm UK local time, excluding UK public holidays
6. "Service Commencement Date" means the date on which cleared payment is received by the Service Provider. This is the date the contract begins and the start of the 12-month Contract Year.
7. "Contract Year" means each successive 12-month period from the Service Commencement Date
SERVICE PACKAGES
1. Core Package (£1,788 per annum)
  1. 12 Statamic CMS, Composer, and NPM updates per year (monthly)
  2. Daily automated Ubuntu server security updates
  3. CMS support via email during Business Hours
  4. Post-update compatibility fixes for Statamic core and its dependencies. Issues arising from custom code will be scoped as a separate billable project
  5. Major version upgrades for Statamic, PHP, and Laravel are included for the duration of the plan
  6. If critical or high-severity security patches are released for Statamic outside the scheduled monthly update cycle, they are applied as a priority, typically within one business day
  7. Initial response within 72 business hours for issues outside of scheduled updates, including Statamic, hosting, and third-party service issues
  8. Up to 1 hour per month of support (unused hours do not roll over)
  9. Proactive monitoring of the Laravel application framework to identify performance issues and potential problems
2. Plus Package (£3,588 per annum)
  1. 12 Statamic CMS, Composer, and NPM updates per year (monthly)
  2. Daily automated Ubuntu server security updates
  3. CMS support via email during Business Hours
  4. Post-update compatibility fixes for Statamic core and its dependencies. Issues arising from custom code will be scoped as a separate billable project
  5. Major version upgrades for Statamic, PHP, and Laravel are included for the duration of the plan
  6. If critical or high-severity security patches are released for Statamic outside the scheduled monthly update cycle, they are applied as a priority, typically within one business day
  7. Initial response within 48 business hours for issues outside of scheduled updates, including Statamic, hosting, and third-party service issues
  8. Up to 2 hours per month of support (unused hours do not roll over)
  9. Proactive monitoring of the Laravel application framework to identify performance issues and potential problems
  10. Post-update summary report detailing updates applied and vulnerabilities addressed
3. Max Package (£7,188 per annum)
  1. 12 Statamic CMS, Composer, and NPM updates per year (monthly)
  2. Daily automated Ubuntu server security updates
  3. CMS support via email during Business Hours
  4. Post-update compatibility fixes for Statamic core and its dependencies. Issues arising from custom code will be scoped as a separate billable project
  5. Major version upgrades for Statamic, PHP, and Laravel are included for the duration of the plan
  6. If critical or high-severity security patches are released for Statamic outside the scheduled monthly update cycle, they are applied as a priority, typically within one business day
  7. Priority response within 2 business hours for issues outside of scheduled updates, including Statamic, hosting, and third-party service issues
  8. Up to 4 hours per month of support (unused hours do not roll over)
  9. Proactive monitoring of the Laravel application framework to identify performance issues and potential problems
  10. Post-update summary report detailing updates applied and vulnerabilities addressed
  11. Management of your CDN including caching rules, security configuration, and regular monitoring
CONTRACT TERM AND PAYMENT
1. Initial Term: All packages require a 12-month minimum commitment from the Service Commencement Date.
2. Payment Terms
  1. All packages are billed annually in advance. Invoices are issued prior to each billing period and payment is due by bank transfer within 7 days of receipt.
  2. The first maintenance cycle will be carried out within 7 business days of the Service Commencement Date.
  3. Services will not commence until payment has been received and cleared.
  4. The Service Provider reserves the right to suspend Services if a renewal invoice remains unpaid after the due date.
3. Renewal
  1. The Service Provider will contact the Client at least 60 days before the end of the current Contract Year to discuss renewal.
  2. Renewal may be subject to updated Terms and Conditions, pricing, and service inclusions, which will be provided with the renewal notice.
  3. A new invoice will be issued upon agreement to renew.
4. Service and Price Reviews
  1. The Service Provider reserves the right to review and adjust pricing, service inclusions, and package features at any time.
  2. Any changes will be communicated at least 60 days before renewal, and the Client may choose not to renew under the revised terms.
  3. Changes do not affect the current Contract Year.
5. Non-Refundable
  1. All payments are non-refundable except where credit is applied toward a package upgrade as described in clause 3.6.
  2. Services will remain available for the remainder of the Contract Year should the Client wish to continue receiving maintenance.
6. Package Changes
  1. The Client may upgrade to a higher package at any time during the Contract Year.
  2. Upgrades take effect on receipt of payment and begin a new 12-month Contract Year from that date.
  3. A pro-rata credit for the unused portion of the current Contract Year will be applied against the new annual fee.
  4. Package changes do not affect the minimum 12-month commitment described in clause 3.1. An upgrade resets the 12-month term from the date of the upgrade.
  5. Any package change made during the Contract Year will be subject to the Terms and Conditions in effect at the time of the change.
SCOPE OF SERVICES
1. Included Services
  1. The Service Provider will provide the services specified in the Client's selected package as detailed in Section 2.
2. Update Deployment Process
  1. All Statamic CMS, Composer, and NPM updates follow a three-stage deployment process:
    1. Local: Updates are first applied and tested in a local development environment
    2. Staging: Updates are then deployed to a staging environment for further verification
    3. Production: Once verified, updates are deployed to the live production site
3. Support Scope
  1. Support covers issues arising outside of scheduled updates, including:
    1. CMS usage and content management queries
    2. Issue resolution and platform troubleshooting
    3. Hosting provider issues
    4. Third-party service issues (e.g CRMs, APIs, connected services)
  2. Where an issue involves an external vendor, the Service Provider will handle communication and coordination on the Client's behalf.
  3. Resolution times vary depending on the complexity of the issue, particularly where external vendors are involved.
4. Monthly Support Hours
  1. The Core, Plus, and Max packages each include a monthly allocation of support hours as specified in Section 2 (Core: 1 hour, Plus: 2 hours, Max: 4 hours).
  2. Unused hours do not roll over to subsequent months.
  3. If an issue requires time beyond the monthly allowance, additional hours are chargeable at £125 per hour and will be invoiced separately.
  4. The Client will be notified and asked to approve any chargeable work before it is carried out.
EXCLUDED SERVICES
1. The following are explicitly excluded from all packages and will be quoted separately:
  1. New feature development
  2. Custom functionality additions
  3. Website redesigns or layout changes
  4. Content updates or copywriting
  5. SEO services
  6. Training
  7. Third-party service subscription costs
  8. Domain and SSL certificate fees
  9. Refactoring due to deprecated legacy code
THIRD-PARTY AND CLIENT CHANGES
1. Any fixes required as a result of changes made by the Client or a third-party developer are outside the scope of this agreement and will be scoped and quoted separately.
BUSINESS HOURS SUPPORT
1. All support is provided during Business Hours only (Monday-Friday, 9:00am-5:30pm GMT, excluding UK public holidays).
2. Requests received outside Business Hours will be addressed on the next Business Day.
OUT-OF-HOURS SUPPORT
1. Out-of-hours support is not included in any package and is not guaranteed.
2. If the Service Provider chooses to assist with an urgent issue outside Business Hours, this is entirely at the Service Provider's sole discretion and does not create any obligation to do so in future.
3. Any out-of-hours work is chargeable at £200 per hour and will be invoiced separately.
RESPONSE TIMES
1. Response times apply to all packages as follows:
  1. Core: Initial response within 72 business hours
  2. Plus: Initial response within 48 business hours
  3. Max: Priority response within 2 business hours during Business Hours
2. Response times indicate when the Service Provider will acknowledge and begin investigating an issue. They do not guarantee resolution within the same timeframe, as resolution times vary depending on the complexity of the issue and any third-party dependencies involved.
SERVER PATCHING
1. Server security updates are managed through automated daily patching systems across all packages.
2. Updates are applied automatically when available from Ubuntu's official security repositories.
3. Manual intervention is included if automated updates fail or require specific configuration.
POST-UPDATE FIXES
1. Post-update fixes cover standard compatibility issues for Statamic core and its dependencies.
2. If custom code breaks as a result of an update, this will be assessed, scoped, and quoted as a separate billable project.
3. Issues arising from deprecated legacy code requiring any refactoring will be assessed and scoped separately.
CLIENT RESPONSIBILITIES
1. Access
  1. The Client must provide and maintain:
    1. Server access credentials (SSH, control panel)
    2. CMS administrator access
    3. Access to third-party services (CDN, APIs, hosting providers etc.) where applicable
    4. Any other access required to perform the Services
BACKUPS
1. The Service Provider does not provide backup services.
2. The Client is solely responsible for maintaining their own independent backups of their Website and all associated data.
3. The Service Provider accepts no liability for data loss arising from the provision of Services where the Client has failed to maintain independent backups as required by clause 13.2.
HOSTING ENVIRONMENT
1. The Client is responsible for procuring and paying for their own hosting environment.
2. The Service Provider will advise on minimum hosting requirements and manage/maintain the hosting environment remotely, but does not provide or pay for hosting services.
3. The Client is responsible for ensuring their hosting environment is sufficiently resourced to run the website reliably (e.g. during traffic bursts or when under heavy load). The Service Provider accepts no liability for issues arising from an under-resourced hosting environment.
THIRD-PARTY SERVICES
1. The Client is responsible for procuring, paying for, and maintaining subscriptions to all third-party services (CDN, hosting, APIs, etc.).
2. Monitoring tools used by the Service Provider to deliver the Services are provided at no additional cost to the Client.
3. The Service Provider will manage and maintain third-party services as part of the selected package but is not responsible for their costs or availability.
4. The Client is responsible for compliance with all third-party service terms and conditions.
COMMUNICATION
1. The Client must ensure that the Service Provider can reach them, or a representative with authority to make decisions, within 2 business days, particularly when action or approval is required.
COMPLAINTS PROCEDURE
1. Any complaints regarding the Services should be submitted in writing via email.
2. The Service Provider will acknowledge receipt of a complaint within 2 business days and aim to provide a full response within 10 business days.
3. If the Client is not satisfied with the response, the matter may be escalated in accordance with the Dispute Resolution process set out in Section 30..
SITE COMPATIBILITY
1. The Client acknowledges that their Website must be running a current or recent version of Statamic to qualify for maintenance services.
2. Sites more than one major version behind will require an upgrade project before maintenance services can commence.
TERMINATION
1. Early Termination by Client
  1. The Client may terminate this agreement at any time by providing written notice via email.
  2. As all payments are made annually in advance and are non-refundable, Services will continue until the end of the current Contract Year unless the Client instructs otherwise.
  3. No partial refund will be issued for the remaining term.
2. Termination by Service Provider
  1. The Service Provider may terminate this agreement with immediate effect if:
    1. The Client engages in abusive or threatening behaviour towards Service Provider staff
    2. The Client uses the Website for illegal purposes
  2. For all other material breaches, the Service Provider will provide written notice specifying the breach. If the breach remains unremedied after 14 days, the Service Provider may terminate the agreement with immediate effect.
3. Effect of Termination
  1. Where Services end immediately, the Service Provider will provide reasonable assistance with transition if required, chargeable at £125 per hour.
  2. The Client is responsible for revoking the Service Provider's access to the website, server, and any third-party services after a reasonable handover period.
LIMITATION OF LIABILITY
1. Service Level
  1. The Service Provider will perform all Services with reasonable skill and care expected of a professional web development agency.
2. Limitation
  1. The Service Provider's total liability under this agreement shall not exceed the total fees paid by the Client in the current Contract Year.
3. Excluded Liability
  1. The Service Provider shall not be liable for:
    1. Loss of profits, revenue, or business opportunity
    2. Loss of data (Client is responsible for backups)
    3. Indirect or consequential losses
    4. Issues arising from third-party services or hosting providers outside the Service Provider's control
    5. Downtime caused by hosting provider failures
    6. Issues caused by the Client or third parties
    7. Force majeure events
    8. Costs of third-party services (hosting, CDN, APIs, etc.)
    9. Security breaches or hacking attacks outside the scope of the scheduled maintenance Services
    10. Performance issues caused by Client's content, traffic spikes, or hosting limitations
4. Website Availability
  1. Whilst the Service Provider will use reasonable endeavours to maintain Website stability and performance, no uptime guarantee or SLA is provided.
  2. All packages include a response time during Business Hours, with response times varying by package (see Section 9), but this does not guarantee zero downtime.
INTELLECTUAL PROPERTY
1. Existing IP
  1. All intellectual property rights in the Website and its content remain the property of the Client.
2. Tools and Methods
  1. The Service Provider retains all rights to reusable tools, methodologies, and code libraries developed during the provision of Services.
  2. Site-specific code written solely for the Client's website remains the property of the Client. The Client receives a non-exclusive licence to use any reusable tools or libraries incorporated into their website.
3. Third-Party Software
  1. Statamic CMS and other third-party software are subject to their respective licence agreements.
CONFIDENTIALITY
1. Both parties agree to keep confidential any proprietary or sensitive information disclosed during the provision of Services.
2. This obligation does not apply to information that:
  1. Is publicly available
  2. Was known before disclosure
  3. Is required to be disclosed by law
DATA PROTECTION
1. Both parties will comply with applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.
2. The Service Provider will process personal data only as necessary to provide the Services and in accordance with the Client's instructions.
3. The Service Provider maintains appropriate technical and organisational measures to protect data security.
FORCE MAJEURE
1. Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including but not limited to natural disasters, war, terrorism, strikes, or failure of third-party infrastructure.
GENERAL PROVISIONS
1. Entire Agreement
  1. These Terms and Conditions, together with the Client's selected package details, constitute the entire agreement between the parties.
2. Amendments
  1. The Client receives a copy of these Terms and Conditions with their invoice.
  2. The Service Provider will honour those terms for the duration of the Contract Year, regardless of any subsequent changes to the current Terms and Conditions.
  3. If the terms have been updated at the time of renewal, the Client will be notified of any changes with their renewal notice.
ASSIGNMENT
1. The Client may not assign or transfer this agreement without the Service Provider's written consent.
WAIVER
1. Failure to enforce any provision of this agreement does not constitute a waiver of that provision.
SEVERABILITY
1. If any provision is found to be invalid or unenforceable, the remaining provisions shall remain in full effect.
NOTICES
1. All notices must be in writing and sent via email.
DISPUTE RESOLUTION
1. In the event of a dispute, both parties agree to attempt to resolve the matter informally in the first instance by written (email) notice to the other party.
2. If the dispute cannot be resolved informally within 14 days, both parties agree to attempt resolution through mediation before commencing any legal proceedings.
3. Nothing in this clause prevents either party from seeking urgent injunctive or interim relief from the courts where necessary.
GOVERNING LAW
1. This agreement is governed by the laws of England and Wales, and both parties submit to the exclusive jurisdiction of the English courts.
ACCEPTANCE
1. Before any work begins, we ask all clients to sign a copy of our Terms and Conditions. This confirms you've had the chance to read and agree to everything before we get started