Hosting Maintenance and Support - Terms of Service
Last updated: July 18, 2023
1. User’s Acknowledgment and Acceptance of Terms
At Bigger Impact Digital Growth Systems, we offer robust WordPress hosting, maintenance and support plans that take the burden of web management off your shoulders. We’ll take care of the technical details, like backing up your data, updating your software and even quality control testing. Through this, you always have the peace of mind that your site is secure, functional and up to date.
Hours of operation and response time
Our business hours are Monday through Friday, 8:00 am - 5:00 pm Pacific Standard Time.
We respond to all technical support requests within 24 business hours (often MUCH sooner) and strive to complete all technical support requests within 3 business days.
Our business observes all British Columbia, Canada provincial statutory holidays. For a list of these holidays, please click here or copy and paste this URL into your browser: http://www.statutoryholidays.com/bc.php
Third Party Hosting providers
We engage third parties to provide or enable elements of the Services. In particular we use Kinsta and Flywheel a WP Engine Inc company) to provide you with hosting services.
Both companies guarantee the hosting services available 99.95% of the time. For more details please refer to:
Flywheel SLA https://wpengine.com/legal/sla
Kinsta SLA - https://kinsta.com/legal/service-level-agreement/
In case of an emergency situation (i.e. website is down), you should contact Bigger Impact Digital Growth Systems first. We aim to solve emergency cases as fast as we can.
We will also provide you with direct access to your website hosting account so you can access the hosting provider's customer support directly in the case of any unforeseen situation.
Support Requests & Development Time
Support must be requested through our helpdesk so that it can be categorized and responded to in a timely manner. You will be notified via email with information about our helpdesk upon registration and will also find a link to our helpdesk in your WordPress Dashboard. Support requests are subject to approval.
Acceptable support requests would include the following:
- Theme/plugin troubleshooting
- Site optimization inquiries (load time, caching, etc)
- Plugin/code conflicts
- Theme/plugin installation
- Custom theme/plugin development
- Site design
Unacceptable support requests would include:
- Any work that is not directly on your website
- SEO setup/troubleshooting
- Advertising related activities such as Google Ads setup, etc.
If you have questions regarding the nature of your support request please contact us at firstname.lastname@example.org for clarification.
What happens if you do not use your monthly 30 minutes of technical support
Unused technical support time can carry over to the next month. The 30 minutes allowance expires 2 months after the end of the month it was allocated to.
4. Information we will need from you
To successfully migrate your website to our servers and provide the ongoing services, we will need you to share the following information:
- Admin access to your website
Admin access to your hosting account
- Admin access to your domain registrar account
- Admin access to your Google Analytics and Google Webmaster Tools
5. Third Party Sites and Information
This site may link you to other sites on the Internet or otherwise include references to information, documents, software, materials and/or services provided by other parties. These sites may contain information or material that some people may find inappropriate or offensive. These other sites and parties are not under our control, and you acknowledge that we are not responsible for the accuracy, copyright compliance, legality, decency, or any other aspect of the content of such sites, nor are we responsible for errors or omissions in any references to other parties or their products and services. The inclusion of such a link or reference is provided merely as a convenience and does not imply endorsement of, or association with, the site or party by us, or any warranty of any kind, either express or implied.
6. Intellectual Property Information
Neither we or our Affiliates warrant or represent that your use of materials displayed on, or obtained through, this site will not infringe the rights of third parties. See “Users Materials” below for a description of the procedures to be followed in the event that any party believes that content posted on this site infringes on any patent, trademark, trade secret, copyright, right of publicity, or other proprietary right of any party.
7. Limitation of Liability
IN NO EVENT SHALL WE OR OUR AFFILIATES BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY SPECIAL, PUNITIVE, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES OF ANY KIND, OR ANY DAMAGES WHATSOEVER, INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER OR NOT WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, AND ON ANY THEORY OF LIABILITY, ARISING OUT OF OR IN CONNECTION WITH THE USE OF THIS SITE OR OF ANY WEB SITE REFERENCED OR LINKED TO FROM THIS SITE.
FURTHER, WE SHALL NOT BE LIABLE IN ANY WAY FOR THIRD PARTY GOODS AND SERVICES OFFERED THROUGH THIS SITE OR FOR ASSISTANCE IN CONDUCTING COMMERCIAL TRANSACTIONS THROUGH THIS SITE, INCLUDING WITHOUT LIMITATION THE PROCESSING OF ORDERS.
SOME JURISDICTIONS PROHIBIT THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.
Upon a request by us, you agree to defend, indemnify, and hold us and our Affiliates harmless from all liabilities, claims, and expenses, including attorneys fees, that arise from your use or misuse of this site. We reserve the right, at our own expense, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which event you will cooperate with us in asserting any available defenses.
9. Governing Law
This Agreement shall be governed by and construed in accordance with the laws of the Province of British Columbia as well as the laws of Canada applicable therein.
All notices to a party shall be in writing and shall be made either via email or conventional mail. Notices to us must be sent to the attention of Customer Service at email@example.com, if by email, or at Bigger Impact Digital Growth Systems, 1643 Venables - Suite 210, Vancouver, BC V5L 2H1 Canada. if by conventional mail. Notices to you may be sent to the address supplied by you as part of your Registration Data. In addition, we may broadcast notices or messages through the site to inform you of changes to the site or other matters of importance, and such broadcasts shall constitute notice to you at the time of sending.
11. Entire Agreement
You may cancel service at anytime by contacting us and requesting cancellation of services. Your service will cancel/terminate within 2 business days of notifying us.
We maintain a policy of no refunds. We shall not be compelled to issue a refund, pro-rated or otherwise for any reason. We do reserve the right to issue a refund on a case-by-case basis at our sole discretion.
You agree not to sell, resell, reproduce, duplicate, copy or use for any commercial purposes any portion of this site, or use of or access to this site.
In addition to any excuse provided by applicable law, we shall be excused from liability for non-delivery or delay in delivery of products and services available through our site arising from any event beyond our reasonable control, whether or not foreseeable by either party, including but not limited to, labor disturbance, war, fire, accident, adverse weather, inability to secure transportation, governmental act or regulation, and other causes or events beyond our reasonable control, whether or not similar to those which are enumerated above.
15. Contact Information