1. Introduction

Thank you for choosing Lemone Studio to elevate and safeguard your WordPress website. Our commitment is to consistently exceed your expectations in maintaining and managing your online presence. To ensure a seamless and transparent partnership, we have automated and structured our processes to save you time and provide clear expectations.

These terms and conditions outline the best practices and protective measures that form the foundation of our collaboration. As part of our streamlined approach, please refer to our automated maintenance services page for specific pricing details. By signing up and completing the payment via the website payment gateway form, you acknowledge and agree to the terms and conditions outlined in this agreement.

2. Scope of Services

2.1. Payment Information

The specific pricing details for our services can be found on our maintenance services page on the website. Clients are encouraged to refer to the maintenance services page for the current pricing structure. Any updates to pricing will be communicated through this page and directly to the client via email. By signing up and completing the payment via the website payment gateway form, clients acknowledge and agree to the terms and conditions outlined on the maintenance services page.

2.2. Tiered Services

The Client acknowledges that the maintenance services provided may vary based on the selected tier. Three tiers of maintenance plans are available, as outlined below:

Basic WordPress Maintenance Plan:

• Hosting: The Client’s website will be hosted with A2 Hosting Turbo or Cloudways hosting for optimal speed. In the event that the website requires additional hosting space or experiences sustained increases in traffic, the Service Provider reserves the right to apply reasonable surcharges. The specifics of any surcharges will be communicated to the client in advance.
• Backups: Regular automated backups will be performed. Backups may be stored both locally and off-site on Google Drive.
• Updates: Weekly updates of WordPress core, theme, and plugins. After updates are completed, Lemone Studio will inspect the client’s site for bugs and breaks, and any found will be fixed as part of the maintenance plan.
• Security Monitoring: 24/7 security monitoring with WordFence firewall and daily malware checks.
• Malware Clean-up: One free malware clean-up per year. In the unlikely event that a clean-up should take longer than 7 hours, we reserve the right to quote for any additional time required to complete this.
• Uptime Monitoring: 24/7 uptime monitoring with immediate action taken in case of website downtime.
• Health Reporting: Monthly website health reports provided in PDF format.
• Dedicated Support: Direct and immediate communication with Lemone Studio for any questions, queries, bug and concerns. Note support does not include additional development services, new requests for features and items added to the client’s website, and fixing errors caused by the client.
• Premium Plugins: Access to a library of premium plugins, including Elementor Pro, Crocoblock plugins, Ultimate Addons, and Astra Pro.

Advanced WordPress Maintenance Plan:

• All features of the Basic plan.
• Premium Hosting: Hosting with enhanced performance.
• SMTP Setup: Setup for email functionality.
• WooCommerce and e-commerce Support: Updating plugins such as WooCommerce is not like updating other plugins. They are large, complex, contain more security patches, and their functions are often critical to your business. Before software updates, Lemone Studio takes manual backups and conducts thorough testing.
• 5% off retainer packages

Premium WordPress Maintenance Plan:

• All features of the Basic and Advanced plans.
• Database Cleanup: Once a month, Lemone Studio will complete a SQL database cleanup for the Client’s website within phpMyAdmin or through WordPress plugins to assist with speed optimization.
• 10% off retainer packages

2.3. Tier Upgrade/Downgrade

Depending on the scope and needs of the Client’s website, Lemone Studio may recommend upgrading or downgrading the tier to better suit the website’s requirements.

3. Payment

3.1. Payment Schedule

The Client agrees to pay Lemone Studio for the selected maintenance plan on a monthly basis. Payments will be processed as subscriptions with recurring auto payments.

4. Cancellation Terms

4.1. No Long-Term Contract

There is no long-term contract. The Client may cancel their plan at any time with a 30-day notice and the final 30 days’ payment. The 30-day notice and final payment cover all current hosting and management service expenses and provide ample time to prepare the client’s website to be transferred to the client’s hosting.
Please note, transfer for the site will take place after the final payment. If, after 30 days, the payment has not been made, an additional 30 days will be billed for the following month.

4.2. Migration

Website migrations and transfers are free for clients under Lemone Studio Maintenance Plans. Migration will take place after the final payment.

5. Bug Fixes

5.1. Responsibility

Lemone Studio is responsible for fixing bugs and breaks on the client’s website caused by plugin, theme, WordPress core updates, and normal wear and tear.

5.2. Reporting Time

Bugs and breaks reported by the Client will be addressed within 5 business days.

6. Additional Development

6.1. Additional Services

Additional development services include requests for new features, content, design changes, and website structure modifications. Additional costs may apply and will require Client approval before implementation.

6.2. Retainer Package

The Client may purchase a retainer package for design or development changes to their website.

7. Communication

7.1. Support Channels

The Client can report issues through email ( support@lemonestudio.com) for all support and general questions.

7.2. Response Time

Lemone Studio will respond within one business day for technical issues. General support response time is 2-3 business days.

7.3. Office Hours

Office hours are Monday to Friday, 09:00 – 16:00 (excluding UK bank holidays and a Christmas shutdown period between 24th December and 2nd January).

8. Timeline

8.1. Contract Start

The WordPress Maintenance Plan begins on the date of the first payment. There is no long-term contract, and the Service Provider aims for an ongoing collaborative partnership.

9. Terms and Conditions

9.1. Content Standards

Content on hosted websites must comply with legal standards. Lemone Studio reserves the right to remove content that violates these standards.

9.2. Backups

Backups of hosted websites are created nightly and stored for 30 days.

9.3. Security Responsibility

Clients are responsible for website security practices, including regular updates, strong passwords, and plugin vetting. The Service Provider is not liable for website hacks by third parties. Lemone Studio has put in place a firewall with WordFence and runs daily malware checks. If a malicious attacker hacks the client’s website, Lemone Studio will notify the client, clean malware left by the attacker and take immediate action to mitigate damage and harm caused by the hack. Because it is impossible to prevent all hacks, the Lemone Studio cannot make guarantees to prevent all hacks and takes no responsibility for loss or leaked data, website downtime, loss in sales, leads, and conversions. Note that backups will not be harmed from hacks, and backup data is safely stored off-site. Lemone Studio will take all preventive measures to protect the client’s data. And for websites with especially sensitive data, the Lemone Studio will recommend additional security plans to the client.

9.4. Plugin Updates

While Lemone Studio will update plugins, there is no guarantee that updates will not cause unexpected issues. Clients should promptly report any issues.

9.5. Email Services

Lemone Studio does not provide email accounts or email maintenance services. Clients are advised to set up email services with suitable email hosts. We recommend Google Workspace for emails.

9.6 Limitation of Liability

The Client acknowledges that while Lemone Studio will make every reasonable effort to ensure the functionality and security of the website, there may be instances beyond our control that could result in service interruptions, technological failures, or unforeseen issues. In such cases, the Client agrees not to hold Lemone Studio liable for any direct or indirect loss, including but not limited to, website downtime, data loss, loss in sales, leads, or conversions. The Client also acknowledges that they are solely responsible for vetting and managing third-party plugins, content, or updates on the website, and any issues arising from such actions may result in additional charges at the discretion of Lemone Studio

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By entering into this contract, the Client and the Service Provider agree to the terms and conditions outlined herein. The contract officially commences upon successful payment through the website payment gateway form.

We look forward to a collaborative partnership and being part of your online growth!