Managed WordPress Hosting & Support Agreement

Plain‑English, New Zealand terms for ongoing hosting and support.

Last updated: 11 May 2026 · Effective from: 10 June 2026

How this sits with your Master Services Agreement (MSA)

This Agreement works alongside your Master Services Agreement. The MSA is the foundation for how we work together. This document adds the specifics for ongoing WordPress hosting and support. If there's a conflict, the MSA governs the relationship; this Agreement governs ongoing hosting and support.

For hosting‑only clients. If you subscribe to Managed WordPress Hosting & Support without a prior design or development project with us (for example, where we take over hosting for an existing site), you also agree to be bound by our Master Services Agreement, which is incorporated into this Agreement by reference. The current version is available at weave.co.nz/legal/master-services-agreement.

What's included (scope of service)

Our Managed WordPress Hosting & Support generally includes:

• Hosting on infrastructure we trust and support.
• Backups (daily by default; see Backups & restores section), secure storage and monitored restores.
• Regular updates to WordPress core, themes and plugins.
• Uptime monitoring and security checks.
• Access to support via our portal or support@weave.co.nz.
• A live reporting dashboard (Looker Studio / Google Data Studio). We can add extra metrics on request.

Your Proposal or onboarding email will confirm the exact inclusions for your service.

Availability & support

• Standard hours: Mon to Thu 9:00 to 5:00, Fri 9:00 to 1:00 (NZ time).
• We aim to respond within one business day. Hosting & Support clients are prioritised.
• Use email or our support portal for requests. We don't track work sent via text, socials, or personal messaging apps.

Hosting & infrastructure

• We target 99.9% uptime per billing cycle, excluding scheduled maintenance (we'll announce this in advance where possible).
• If you choose to host elsewhere, we can't promise performance, uptime, or security. Issues linked to third‑party hosting are billable at our hourly rate.
• We may configure or recommend third‑party cloud services (e.g. CDN, DNS, WAF, performance/security tools). These providers operate under their own terms, SLAs and pricing. We don't warrant their availability or performance.

Backups & restores

• Frequency: daily backups retained for 30 days. For e‑commerce or high‑update sites we can enable 6‑hourly backups on request at no additional cost.
• Restores: a standard restore typically takes around 10 minutes once initiated. For user‑error issues, we will perform up to two restorations within any 30‑day period; additional restores may be charged at our hourly rate. Restores reflect the state at the time the backup was taken; later changes won't be included.

Updates & compatibility

• We update WordPress core, themes, and plugins on a sensible cadence to balance security and stability.
• If an update causes conflicts, we'll recommend the best path (e.g. switching plugins or alternative programming). If fixing a compatibility issue exceeds three hours, additional time may be billable at our hourly rate.

Security, breach response & your responsibilities

• We apply reasonable security measures and use reputable tools. No system is hack‑proof.
• If a security breach occurs, we'll notify you when we become aware and restore the most recent clean backup that predates the breach. Beyond restoration, additional investigation or reporting may be billable.
• You are responsible for basic security hygiene for anyone who can access the site: patched devices, supported browsers, strong unique passwords, and avoiding public Wi‑Fi for admin tasks. You are responsible for users you authorise.

Website editing & administrator access

• We can provide editor access for routine content updates.
• If you request administrator access, it grants full control (install/update/remove code, plugins, and settings). You accept responsibility for any issues caused by the use of that access (by you or anyone you authorise). Work required to repair or restore after admin‑level changes is outside your support and is billable.

Premium plugins & licensing

• Some premium plugins are covered under our developer licences while you remain on an active service.
• Others require their own licences. If they're not covered by our licences, you're responsible for purchasing and renewing them. Non‑renewal can impact functionality and security; we can't be responsible for that.

Third‑party services, integrations & dependencies

Your site may rely on external services (DNS, payment gateways, email marketing/transactional email, CRM, scheduling, SaaS). These operate under their own terms, pricing, SLAs and change policies. If a third‑party provider changes or fails, we'll advise options. Reconfiguration or replacement may be covered by your service or billed at our hourly rate.

Email deliverability & mailbox hosting

Your WordPress site sends transactional emails (form notifications, order receipts, password resets). Delivery depends on recipients' systems and can't be guaranteed. Check spam folders and any on‑site logs routinely. We don't provide mailbox/email hosting; please use your IT provider for that.

Domains

Registering and renewing domain names is your responsibility. Keep registrant details and payment methods current. Lapsed domains can take your site offline; recovery work is billable.

Reporting

We provide a live dashboard for key metrics. Tell us what you want to see and we'll tailor it where feasible within your service.

Changes & out‑of‑scope work

Small fixes stemming from regular updates are included. New features, redesigns, content entry, SEO projects, analytics/event modelling, performance projects, audit reports, third‑party troubleshooting, hack recovery beyond a standard restore, or undoing changes made by others are billable at our current hourly rate unless your service says otherwise.

Disruptions to management

If you or a third party you authorise removes/blocks management plugins, changes DNS/hosting without notice, or alters server settings so we can't perform maintenance, we may be unable to deliver services. We'll let you know and aim to restore access; the time may be billable.

Fees, billing & late payment

• All fees are in NZD and subject to GST.
• Recurring service fees are charged to your nominated payment method. Price changes will be notified in advance.
• If an invoice is overdue by more than 30 days, we may pause services (including hosting) until accounts are current. Interest of 5% per month may apply. You're responsible for collection and legal costs.

Cancellation & migration

• Services are month‑to‑month and can be cancelled any time after the first month. Cancellations take effect at the end of the current billing cycle. We don't refund partial months.
• If you wish to move hosting, we can provide a packaged backup (files + database) for a one‑off fee of $300 + GST, payable in advance; or perform a migration at our hourly rate.
• If you leave this service, we will remove our developer licences and advise you of any licences you'll need to organise.

User‑generated content

If your WordPress site allows users/members/customers to submit content (e.g. forums, directories, LMS, reviews, comments), you're responsible for moderation and compliance unless expressly included in scope.

AI‑assisted content & code

We may use reputable AI tools to assist with copy, imagery, design concepts, or code in maintenance tasks. AI outputs can include inaccuracies or similarities to third‑party material and aren't independently verified for legal compliance. You're responsible for reviewing anything published to your site.

Warranty, disclaimers & liability

• We'll deliver services with reasonable care and skill, but we don't guarantee uninterrupted or error‑free operation.
• Services are provided "as is" and "as available."
• To the extent permitted by law, we're not liable for indirect or consequential loss, including lost profits, lost savings, loss of data, or business interruption.
• Our total aggregate liability under this Agreement is capped at the fees you paid for Managed WordPress Hosting & Support services in the preceding six (6) months.

Force majeure

Neither party is liable for delay or failure to perform due to events beyond reasonable control, including natural disasters, pandemics, strikes, government action, law changes, data‑centre/internet outages, DDoS or other cyberattacks, AI system failures, power grid failures, or outages/policy changes at hosting/SaaS/cloud providers.

Cyber liability insurance

Running a website carries cyber risk, including breaches, data loss, and downtime. While we apply reasonable security measures, no system is hack‑proof. We strongly recommend you maintain suitable cyber liability insurance for your own business. Our insurance, if any, does not cover your losses.

Indemnification

To the extent permitted by law, you agree to indemnify and hold Weave (including our contractors, employees, and affiliates) harmless from third‑party claims, liabilities, damages, and reasonable legal costs arising directly from: (a) your use of the Services in breach of this Agreement; (b) infringement or alleged infringement of third‑party IP rights in content you provided; or (c) your breach of confidentiality obligations. This indemnity does not apply to our gross negligence or wilful misconduct.

Our team & non‑solicitation

We may use employees and independent contractors (including offshore) to deliver hosting and support services. You agree not to solicit or directly engage our team members for 12 months after this Agreement ends.

Disclosure to law enforcement

We'll cooperate with lawful requests from government or law enforcement agencies, including disclosing client information where required by New Zealand law.

General (NZ)

• Law & forum: New Zealand law applies. Disputes are subject to NZ courts. Before proceedings, both parties will consider mediation in good faith. Mediation will be held in Christchurch, or remotely, or at another location both parties agree to in writing.
• Severability: If a clause is invalid, the rest still applies.
• Headings: For convenience only.
• Entire Agreement: This document plus the MSA and any current Proposal form the entire agreement and replace prior discussions.
• Changes: We may update this Agreement on our website from time to time as our services and the wider legal and technology landscape evolve. The current version applies to new clients, new orders, and renewals. For existing ongoing clients, we'll give at least 30 days' notice by email of any material changes; continued use of our services after that period is taken as acceptance of the updated terms. If you do not agree to a material change, you may cancel as set out under Cancellation & migration above.
• Assignment: Neither party may assign this Agreement without written consent.