Hosting, Maintenance & SLA Support

1. Service Scope

Jewell Projects offers robust hosting, maintenance, and support services through its Platinum Care program and related SLA frameworks. This includes:

• Managed Hosting via secure WordPress-compatible infrastructure
  
• Website Security, Monthly Backups & Core/Plugin/Theme Updates
  
• Site Performance Monitoring (uptime, speed, errors)
  
• Incident Response & Tier-One Technical Support
  
• Quarterly or Monthly Service Level Agreements (SLA) for performance, security, and availability
  

These services are delivered to support website functionality, uptime, and risk reduction.

2. Client Responsibilities

The client agrees to:

• Maintain up-to-date account and billing information for continued hosting.
  
• Notify Jewell Projects of any significant changes to their website, plugins, or third-party integrations.
  
• Avoid interfering with the hosted environment via third-party developers or plugins unless approved.
  

Client-side admin changes that break the site or introduce security issues may void maintenance support under the SLA.

3. Deliverables & Timelines

Deliverables under the Platinum Care Plan and SLA support include:

• Monthly software, theme, and plugin updates
  
• Weekly or daily backups depending on plan tier
  
• Uptime monitoring and alerts (target 99.9% uptime)
  
• Security scanning, malware protection, and post-incident remediation
  
• Detailed quarterly or monthly performance reports
  

Response times under SLA:

• Critical: 24 hours
  
• High Priority: 48 hours
  
• Routine: Within agreed SLA terms (typically 3–5 days)
  

4. IP & Confidentiality

• The client retains full ownership of the hosted website and its content.
  
• Jewell Projects is the administrator and controller of the hosting environment only while the SLA is active.
  
• All client website data, access credentials, and analytics are handled securely and confidentially.
  

Upon SLA termination, all access and data backups are returned or transferred.

5. Payment Terms

• Hosting and SLA plans are billed either monthly or annually in advance.
  
• Missed or failed payments will result in a 7-day grace period, after which hosting may be suspended.
  
• Any post-suspension recovery effort will incur a reactivation fee.
  

Hosting packages are non-refundable once activated. Custom SLA terms may be priced separately.

6. Termination Clauses

• Clients may terminate hosting or SLA services with 30 days’ written notice.
  
• Upon termination:
  
  • A full site backup will be provided
    
  • Hosting will remain active until the end of the billing cycle
    
  • Any premium plugin licenses bundled under the SLA will be deactivated
    

Jewell Projects reserves the right to suspend or terminate hosting in the event of abuse, unpaid invoices, or identified threats to server integrity.

7. Disclaimers

• While Jewell Projects targets 99.9% uptime, we cannot guarantee zero downtime due to server maintenance, DNS propagation, or third-party errors.
  
• We are not responsible for data loss caused by user errors or third-party developers unless explicitly covered.
  
• Website speed and SEO performance are influenced by user content, media size, and external factors beyond our hosting layer.
  

No guarantee is provided for performance improvements without an explicit optimisation scope.

8. NSW / Australian Law Reference

These Terms & Conditions are governed by the laws of New South Wales, Australia. Hosting and SLA services are delivered in compliance with the Australian Consumer Law, Privacy Act 1988 (Cth), and cybersecurity best practice standards. All disputes shall be managed under the exclusive jurisdiction of the courts of NSW.