Terms and conditions

Agreement

Your completed application form combined with these Terms and Conditions forms your Agreement with us. If any provision of this Agreement shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from this Agreement and shall not affect the validity and enforceability of any remaining provisions.

Project Commencement

Product and Services will only be scheduled following acceptance of the final quote and the initial 40% payment is received.

Upload of Content

Content and imagery will be uploaded once during the build process, and uploaded as provided. One round of feedback will be taken, and changes of up to an hour are allocated to finish the site. This generally covers moving images, minor changes to layout, pages and posts. This does not cover editing the text, upload of additional content, images or photos. Any additional work will be done at our time and materials rate (of $190 per hour plus GST) and confirmed prior to commencement.

Service Level Agreement

Support is available through the Product Support area of Sterland website. During your website build, you will receive logon details for this area, which contains:

  • Support Request using Support Tickets – at the completion of your website build you will be assigned 10 tickets. Support Tickets are 15 minutes of our time and expertise to show you how to do something, or do something for you. Additional Support Tickets can be purchased on an as-required basis for $300 for 10 tickets (ex-GST).

If you use your Support Ticket to report a bug or something that is under your website warranty, the ticket you use will be credited back to your account.

Support is available from 8.30am to 5.30pm AEST. For Critical issues (the site is not up, page or pages not displaying etc), clients can ring Sterland on 02 4365 7400. A Project Lead will take the support call and review and then escalate the issue as appropriate. For all other Non-Critical issues such as including formatting, content, display, form questions, settings etc – please use the Support Tickets.

Response Times

Sterland will respond to all support tickets between 8.30am and 5.30pm AEST, and response times relate to these support hours.

  • Critical issues will take priority and will be responded to within 2 hours of being raised.
  • Non-Critical issues will be responded to within 2 business days.

Resolution of Issues

Most Critical issues will be resolved within 4 hours of the response and most Non-Critical issues will be resolved within 5 business days, depending on the complexity of the issue and where the fault or problem originates. If the issue cannot be resolved within 4 hours of the initial response, then the Customer will be kept up to date on the status of the issue and activities taken to resolve the issue.

Cancellations

Cancellations for WordPress hosting and WordPress websites will only be accepted within 5 business days of Project Commencement. Cancellation requests must be submitted to Sterland in writing, via email to betterbusiness@sterland.com.au or faxed on the customer’s letterhead to 02 4365 6544. A refund will be provided, less a 10% administration charge.

If cancelled after 5 business days of Project Commencement the project is considered live. All live jobs have been assigned resources, therefore, if you cancel your work at this stage, we will refund 50% of your fee.

If we have completed your site build no refunds will be provided.

Copyright

Sterland retains copyright on the overall design and code created for your site. Upon receipt of final payment for your project, we transfer to you a non-exclusive license to use these designs and code in your site. See the section below on License for more details.

You agree that you are solely responsible for the copyright compliance of all materials that you provide to us to load into the site or you load yourself. You agree that materials are your own original work, or that you have obtained suitable licenses or permission to use. You retain copyright and ownership of all materials you provide for the site. Where Sterland sources images, text, videos or any other content for your site, we will purchase a suitable non-exclusive use license for said materials and this is transferred to you at project completion.

Guarantee

Sterland guarantees all website work for three months from project hand-over. Once notified, Sterland will fix any defects or bugs found within the first three months post site sign off. If the defect or bug on the site is caused by the client or user altering the WordPress installation, widgets, or theme, then any repairs will be charged at standard time and materials rates.

This guarantee applies to the appearance and performance of the website in the versions of the major web browsers at the time it was launched (see note below on Browsers). Changes to versions of browsers after your site is launched is not covered by this Guarantee, but is covered by Support Tickets or other support solutions offered by Sterland.

This guarantee does not include changes of design or function outside of the original scope of work, however any such issues can be completed as a project variation and will be quoted separately.

Browsers, operating systems and IE6 & 7

The landscape of web browsers and devices changes regularly and our approach is to look forward, not back. With that in mind we will test all our HTML markup and CSS in current versions of all major desktop browsers including: Windows OS Internet Explorer 8 and 9, Firefox and Chrome; Mac OS Safari, Firefox, Chrome and Opera; Apple iOS (iPad) Safari.

We aim to replicate website designs and templates as faithfully as possible across all browsers, however this is dependent on browser capabilities. Designs and coding for older or less capable browsers are designed to degrade as gracefully as possible, appropriate to the capabilities of the browser. Please note that we do not support browser testing for Microsoft Internet Explorer 6 or 7.

Hosting

Customers will be notified when disk and/or traffic usage is approaching a products’ limit. At this time, the customer will have the opportunity to upgrade to a product with more disk and/or traffic (if applicable). If the customer continues to exceed the products’ limit, without upgrading, we reserve the right to suspend the service until the issue is rectified.

Customers will be notified via email when a hosting product is up for renewal. If payment of the renewal is not received on or prior to the expiry date of the product, we reserve the right to suspend the service until payment is made.

WordPress hosting customers agree to be bound by the Rackspace Cloud hosting terms and conditions at http://www.rackspacecloud.com/legal/ and the WP Engine terms of service at http://wpengine.com/terms-of-service/. We reserve the right to suspend and/or cancel without refund, any service that breaches these terms and conditions.

Sterland routinely backs up data stored on the WordPress hosting service; however, such data is not guaranteed to be stored for extended periods.

Sterland provides reliable WordPress hosting. Our service is delivered using the Rackspace Cloud and WP Engine hosting platforms. Our commitment to you is that every effort will be made to keep your sites online. Rackspace Cloud and WP Engine operates clustered servers, so maintenance that causes downtime is rare.

Liability

We do not guarantee that the functions contained in any web page templates or in a completed web site will always be error-free and therefore we are not liable to you or any third party for damages, including lost profits, lost savings or other incidental, consequential or special damages arising out of the operation of or inability to operate this web site and any other web pages, even if you have advised us of the possibilities of such damages.

Licenses

Sterland will install licensed code and plugins into your site. Where we hold a developers license for specific components, we transfer to you a non-exclusive, perpetual, license to use. Where we have created specific code for your site, we likewise transfer to you a non-exclusive, perpetual, license to use. In agreeing to these Terms and Conditions, you agree not to challenge our right of copyright and ownership over any code created by us or implemented in your site.

General

You agree to allow us to include text in the footer noting that Sterland has built your website, with a link to our website. We’re proud of our work, and we may publicise our design and build of your site on our website, other WordPress sites, design journals or magazines in print or online (all of this will include links back to your site and some great SEO exposure).