Hosting & Maintenance Schedule

1. Who contracts with whom

Element	Who you deal with	Who owns it
Website hosting	ARTinez contracts with the hosting provider (currently Hostinger) and resells the service to you under this schedule, or you contract with the provider directly and ARTinez manages it on your instructions	Whichever arrangement is stated in your order. Where ARTinez resells, the hosting account sits in your name where the provider permits it
Domain name	The registrar	You. Where ARTinez registers a domain on your behalf, it is registered in your name, with your contact details, and you have full control of it from the outset. This will be stated in your order
Business email	The mail provider (Hostinger mail, or another provider you choose)	Your mailboxes and their contents are yours
Maintenance	ARTinez	Your website and content

Domain ownership is agreed in writing before any registration is made. We do not hold a domain in ARTinez's name for a client without a specific written arrangement, and you will have direct access to the registrar account.

2. What the service includes

Your order will state the specific resources and support level you have bought. A typical order includes:

Item	Typical provision
Storage	10 GB SSD (more on request, charged at cost plus handling)
Bandwidth	100 GB per month (more on request, charged at cost)
SSL certificate	One certificate, issued and renewed automatically
Domains	Your primary domain, plus subdomains as required
Backups	As set out in your order, and subject to the hosting provider's own backup schedule — see section 5
Updates	CMS core, theme and plugin updates. Security-critical patches within 7 days of release; other updates within 30 days
Monitoring	Availability monitoring, with a public status page or equivalent
Support hours	Monday to Friday, 09:00–17:00 UK time, excluding UK public holidays
Acknowledgement	Within 1 working day of receiving a request
Response target	Same-day, best effort, for urgent issues (site down, security incident, payment not working). Within 3 working days, best effort, for everything else
Small content edits	Up to 30 minutes per month included, for text and image changes

Resource limits are the ones stated in your order. Where your usage materially exceeds them, we will tell you and agree a way forward before any extra cost is incurred.

3. Charges, renewals and notice

• The monthly charge, what it covers, and what is charged separately, are set out in your order.
• The contract renews automatically for the same period unless you or we cancel. We will give at least 30 days' written notice before the renewal date of any change to the price.
• Third-party charges — for example a domain renewal, a premium font licence, a stock asset subscription or a third-party plugin — are passed on at cost, with the amount shown. Recurring third-party subscriptions remain payable after the project ends unless your order says otherwise.
• Extra work beyond the included scope is charged at the hourly rate stated in your order, agreed with you before it is done.

4. Acceptable use

You may not use the hosting to host unlawful content, to send unsolicited bulk email, to attack other systems, to mine cryptocurrency, or to exceed the resources in your order. We may suspend a specific feature or resource where continued use poses a security or legal risk, and we will tell you why.

5. Backups and restoration

Backups are a safety net, not a guarantee. The backup arrangement depends on where your site is hosted. Before you enter into this schedule we will tell you in writing who holds the hosting account, what backup arrangement applies, how long copies are kept, and how a restoration is requested. We commit only to what the hosting arrangement actually provides. We do not guarantee that any particular backup can be restored on demand, and we are not liable for loss of data caused by events outside our reasonable control.

You remain responsible for your own backup of anything critical. For example, if your site runs on a content management system, we would expect you to export its content periodically. Where we manage backups on your behalf, we will say so in your order and tell you how to request a restoration.

6. Security

We apply security updates, manage the SSL certificate and monitor for known-malicious traffic. You are responsible for keeping your administrator credentials confidential, using two-factor authentication where it is available, and telling us promptly if you think an account has been compromised. We are not responsible for a security incident caused by your failure to take those steps, or by the compromise of a third-party service you use.

We do not promise that a site will be free from security incidents. That promise could not honestly be kept by anyone.

7. Availability and interruptions

We monitor the site and will use reasonable efforts to keep it available. We do not offer a 100% uptime guarantee, and we do not offer 24/7 support. Planned maintenance is announced with at least 48 hours' notice where that is possible; emergency maintenance may not be.

We will tell you about any interruption that lasts more than 2 hours in a 24-hour period, within 24 hours of becoming aware of it.

Interruption may also be caused by our hosting provider, by events outside anyone's reasonable control, or by a problem with a third-party service your site depends on — a payment provider, a CRM, a mail platform. Those are not failures on our part.

8. Suspension

Where a payment is overdue, or the service is being used in a way that risks the security of the platform or other clients, we may suspend it. We will give you notice and an opportunity to put the position right before suspending anything, except where immediate action is necessary for security. On suspension for non-payment we will give at least 14 days' notice.

When we suspend or end the service, we will make your data available for collection for 30 days. If you do not collect it within that period, we may delete it. We will always tell you when the 30-day period begins.

9. Migration and exit

• On the end of the contract, we will provide a full copy of your site (files and database) within 14 days.
• We will assist with reasonable handover for up to 30 days after the end date.
• If the domain was registered through ARTinez, we will transfer it to your chosen registrar, subject to that registrar's own transfer rules and timescales.
• No refund is given for a prepaid period that has not been used, except where consumer cancellation rights require it.

10. Your data on the hosted service

Data on the hosted service is processed on your behalf as the data controller, with ARTinez as processor. The arrangements, the security measures, the position on subprocessors, the support we give you with data-subject requests, and what happens to the data on termination are set out in the Data Processing Schedule agreed with you.

11. Liability

Liability under the hosting and maintenance element follows the Service Terms, section 14. Nothing in this schedule excludes or limits liability that cannot lawfully be excluded, and consumer rights are unaffected.

12. Contact

Questions about hosting or maintenance? Email office@artinez.co.uk.