Schedule 8: Website Maintenance Terms

EFFECTIVE DATE: 13th April 2026

This Service Schedule ("Schedule") governs the provision of ongoing Website Maintenance Services (including WordPress Maintenance plans) by BatchHeader Ltd t/a EncodeDotHost ("EncodeDotHost"). This Schedule is an addendum to and is incorporated into the Master Services Agreement (MSA). In the event of any conflict between this Schedule and the MSA, the terms of this Schedule shall prevail specifically regarding website maintenance services.

1. Scope of Maintenance Services

Website Maintenance Services are designed to keep the Customer's existing website secure, updated, and performing optimally. Depending on the specific tier purchased (e.g., Silver, Gold, Platinum), standard services generally include:

1. Software Updates: Daily automated updates and periodic monthly manual check-ups of the website's core Content Management System (e.g., WordPress), themes, and active plugins.

2. Security Monitoring: Proactive monitoring, firewall protection, and regular malware scanning.

3. Performance Tuning: Standard caching and automated image optimisation to maintain website loading speeds.

4. Backups: Regular automated backups (daily or weekly) stored securely off-site for disaster recovery.

2. Included Changes vs. Billable Development

To clearly define the boundary between routine maintenance and new development, EncodeDotHost categorises website updates as follows:

1. Included Content Changes: Certain maintenance tiers include a fixed number of standard changes per month (e.g., Gold includes 1 per month; Platinum includes 3 per month). A "standard change" is defined as a minor edit that takes 30 minutes or less to complete. Examples include:

   • Swapping out an image or updating a logo.

   • Editing text on an existing page.

   • Adding or modifying a menu item.

   • Publishing a pre-formatted blog post provided by the Customer.

2. Unused Changes: Included monthly changes do not roll over to the next month if they remain unused.

3. Out of Scope (Billable) Work: Requests that fall outside the definition of a standard change, or requests made by Customers on plans without included changes (e.g., Silver), are considered "Out of Scope." These will be billed at EncodeDotHost's standard hourly rate or quoted separately as a new Statement of Work (SOW). Examples of billable development include:

   • Creating entirely new pages or landing page layouts.

   • Developing custom features or installing/configuring complex new plugins (e.g., membership portals, e-commerce stores).

   • Structural redesigns or major theme overhauls.

   • Advanced Search Engine Optimisation (SEO) beyond standard technical upkeep.

3. Security and Malware Clean-ups

1. Included Remediation: For maintenance plans that include "Malware Clean-ups," EncodeDotHost will use reasonable endeavours to clean, restore, and secure the website in the event it is compromised by malicious code.

2. Customer Negligence: If a security breach is determined to be the direct result of Customer negligence—such as sharing administrative passwords, using weak/compromised credentials, or independently installing unverified/nulled third-party plugins against EncodeDotHost's advice—EncodeDotHost reserves the right to charge an hourly rate to perform the malware cleanup and restoration.

4. Third-Party Premium Licenses

Where EncodeDotHost provisions premium software licenses, themes, or third-party plugins as part of an active maintenance plan, these licenses are supplied under EncodeDotHost's agency accounts. Upon cancellation or termination of the maintenance plan, EncodeDotHost will immediately revoke these licenses. The Customer acknowledges they will be solely responsible for purchasing their own independent licenses to maintain continued functionality and security updates.

5. Term and Cancellation

1. Minimum Commitment: All website maintenance plans require a minimum twelve (12) month commitment from the date of activation, unless explicitly agreed otherwise in writing.

2. Auto-Renewal: Following the initial 12-month period, the maintenance plan will automatically renew on a rolling basis (monthly or annually, matching the original billing cycle).

3. Cancellation: After the minimum commitment period is fulfilled, the Customer may cancel their maintenance plan by providing written notice at least 72 hours prior to the next renewal billing date.