Managed Hosting Service Terms

Advantage Web is flexible, but the level of service depends on the level of responsibility you ask Advantage Web to take.

New AWS Accounts

The effectiveness of some managed services depends on the level of access granted to Advantage Web. Where administrative permissions are restricted, certain monitoring, automation, backup or management functions may be unavailable. Advantage Web will advise where restricted permissions may limit the services that can be provided.

Our services model is based on full management. For example:

• The client owns the AWS account.
• Advantage Web administers it.
• We monitor it.
• We maintain it.
• We help with renewals.
• We look after Linux.

The exact services provided will depend on the agreed project or hosting arrangement.

Existing AWS Accounts

A number of people already have an AWS account because they use:

• S3
• SES
• Route 53
• WorkMail
• other AWS services

Existing AWS accounts can normally be used. As part of the initial review, Advantage Web will assess the current configuration and recommend any changes considered appropriate for security, reliability and ongoing management.

Some clients prefer to manage their own AWS environment after deployment. In these situations, Advantage Web can provide installation, configuration and documentation before handing over administrative control. Ongoing management and monitoring services are optional and can be arranged separately if required.

Overview

These Service Terms describe the managed hosting services provided by Advantage Web and form the basis of the working relationship between Advantage Web and its clients.

The aim of these services is to provide reliable, professionally managed website hosting on Amazon Web Services (AWS), together with ongoing monitoring, maintenance and reasonable support.

Scope of Services

Advantage Web provides managed hosting services tailored to individual clients. Services may include:

• Website migration to AWS.
• New website deployment.
• Linux server administration.
• Security and operating system updates.
• SSL certificate monitoring.
• DNS monitoring.
• Backup monitoring.
• Server health and availability monitoring.
• AWS configuration and management.
• General technical advice relating to the hosted website.

The exact services provided will depend on the agreed project or hosting arrangement.

Services Not Included

Unless specifically agreed in writing, managed hosting does not include:

• Website design or content creation.
• Search engine optimisation (SEO).
• Graphic design or branding.
• Software development beyond the agreed project.
• WordPress content updates.
• Third-party plugin support.
• eCommerce administration.
• Recovery of client passwords.
• Ongoing management of external services not administered by Advantage Web.

Additional work may be quoted separately or charged at the published hourly rate.

AWS Services

Client websites are hosted using Amazon Web Services (AWS).

AWS services are supplied directly by Amazon and are billed separately from Advantage Web’s management services.

AWS pricing is based on actual resource usage and may vary depending on factors such as server size, storage, bandwidth, backups and optional AWS services.

Advantage Web may provide estimates to assist with budgeting; however, AWS charges are determined solely by Amazon and cannot be guaranteed.

Client Responsibilities

Clients remain responsible for:

• Maintaining ownership of their website and its content.
• Paying AWS charges when due.
• Maintaining domain name registrations.
• Providing accurate information required for website administration.
• Holding appropriate licences for premium themes, plugins or software used on their website.
• Promptly advising Advantage Web of significant changes that may affect the website or hosting environment.

Access to Client Systems

To provide the agreed services, Advantage Web may require authorised access to systems including AWS, domain registrars, DNS providers, WordPress administration, email services and related platforms.

This access will be used solely for providing the agreed services and treated confidentially.

Backups

Reasonable efforts are made to maintain and monitor website backups.

Backups are intended to assist with recovery following unexpected events but cannot guarantee recovery in every circumstance.

Clients are encouraged to maintain independent copies of important website content where practical.

Monitoring

Advantage Web may monitor aspects of the hosting environment including server availability, SSL certificate status, DNS operation and general server health.

Monitoring assists in identifying potential issues but does not guarantee uninterrupted operation or immediate detection of every fault.

Support

The annual managed hosting service includes reasonable email and telephone support relating to the hosted website and hosting environment.

This support is intended to cover general enquiries, routine administration and assistance directly related to the managed hosting service.

Requests involving significant investigation, software development, website modifications, additional configuration, consultancy or work outside the agreed scope may be quoted separately or charged at the published hourly rate.

Advantage Web aims to provide helpful and responsive support while ensuring all clients receive fair and equitable service.

Service Availability

Every reasonable effort is made to maintain reliable hosting services.

However, uninterrupted availability cannot be guaranteed.

Temporary interruptions may occur due to scheduled maintenance, AWS service interruptions, internet connectivity, software faults, security incidents or circumstances beyond reasonable control.

Unexpected Service Issues

If Advantage Web becomes aware of an unexpected issue affecting the managed hosting environment, the matter will be assessed as soon as reasonably practicable during normal business operations.

Where appropriate, Advantage Web will investigate the issue and, where it falls within the agreed managed hosting service, work towards restoring normal operation.

Some incidents may be outside the control of Advantage Web, including failures involving AWS infrastructure, internet service providers, email providers, domain registrars, DNS providers, third-party software, security incidents or client-managed systems.

Where work falls outside the agreed scope of the managed hosting service, or extensive recovery work is required, this will be discussed with the client before additional chargeable work is undertaken wherever practical.

Response times may vary depending on business hours, existing client commitments, the nature of the issue and the availability of third-party service providers.

Advantage Web does not provide a guaranteed emergency response service or formal Service Level Agreement (SLA).

Advantage Web is not a 24/7 operations centre. Clients who need contractual response times measured in minutes should be looking for enterprise managed hosting with formal SLAs – and paying accordingly.

Third-Party Services

Client websites may rely on third-party products or services including WordPress, themes, plugins, payment gateways, domain registrars, DNS providers, CDN providers, email services and Amazon Web Services.

Advantage Web cannot guarantee the availability, functionality or future compatibility of third-party products or services.

Security

Reasonable care is taken to maintain secure hosting environments through system administration, monitoring and appropriate security practices.

No internet-connected system can be guaranteed to be completely secure, and clients acknowledge that cybersecurity risks continue to exist despite appropriate precautions.

Changes to Services

From time to time it may be necessary to modify server configurations, software versions, monitoring systems or hosting arrangements to improve security, reliability or compatibility.

Where practical, significant planned changes will be communicated in advance.

Ending the Service

Either party may end the managed hosting arrangement by providing reasonable notice.

Outstanding fees for services already provided remain payable.

Where requested, Advantage Web will provide reasonable assistance to facilitate migration of the website to another hosting provider. Migration work beyond the normal scope of the annual service may be charged at the applicable hourly rate.

Limitation of Liability

Advantage Web provides managed hosting services with reasonable care and professional diligence.

To the fullest extent permitted by law, Advantage Web is not liable for indirect, incidental or consequential loss, including loss of income, business interruption, loss of profits, loss of data or loss arising from the actions or failures of third-party providers.

Nothing in these Service Terms excludes any rights or guarantees that cannot lawfully be excluded under Australian Consumer Law.

Changes to these Service Terms

These Service Terms may be updated from time to time to reflect changes in services, technology or legal requirements.

The version published on the Advantage Web website applies to new services and ongoing managed hosting arrangements unless otherwise agreed.

Contact

Questions regarding these Service Terms are welcome and may be directed to Advantage Web using the contact details provided on this website.