Hosting & Care Terms

What managed hosting means

Managed hosting means Better Site helps keep an agreed website online through a hosting setup managed or arranged by Better Site. It is intended for standard brochure-style or small-business websites, not large software systems.

The public care plan page currently lists High-Speed Hosting, Starter Care, Standard Care, and Priority Care. The exact inclusions depend on the plan, accepted quote, and the type of website being hosted.

Where the website uses words like "unlimited" or "24/7", those words are read in a practical small-business hosting sense. They do not mean unlimited resource use, guaranteed uninterrupted uptime, or hosting for any type of file, app, traffic pattern, or business model.

What website care means

Website care may include hosting, minor support, content edits, backups on care tiers, content tidy-ups, SEO content updates, and Google Business Profile suggestions, depending on the selected plan.

Care is intended to keep a small-business website tidy and supported. It is not unlimited design work, emergency IT support, full marketing management, custom software development, legal compliance review, or a replacement for the client's own business administration.

Standard website limits

Care plans are designed for standard brochure-style or small-business websites. The following may require a custom plan or may be outside scope:

• large file libraries, video hosting, or using the website as file storage
• ecommerce stores, booking systems, membership areas, customer portals, or custom apps
• advanced backend services, unusual databases, APIs, automations, or integrations
• email hosting, inbox support, client email accounts, bulk sending, newsletters, or mail deliverability work
• unusual traffic, high resource use, security incidents, malware cleanup, or urgent recovery work
• client editing portals, content management systems, or admin access unless specifically agreed

Better Site may review an existing website before accepting it onto a care plan.

Plan inclusions and fair use

Listed edit limits, such as up to 3 edits per month or up to 5 edits per month, are intended for minor content updates. Examples include small text changes, swapping an image, updating a price, adding a short notice, or tidying an existing section.

One edit request may include several small related changes, but Better Site may treat broad, unclear, repeated, or time-heavy requests as larger work. Unused edits do not automatically roll over unless agreed in writing. Larger changes, new pages, redesign work, new features, SEO campaigns, complex copywriting, or urgent work may be quoted separately.

Payment and late payment

Monthly hosting and care fees are due by the date on the invoice or agreed billing arrangement. If payment is late, Better Site may remind the client, pause non-urgent support, delay new edits, or suspend hosting after reasonable notice where practical.

If a service is suspended for non-payment, the website may become unavailable until the account is brought up to date or a handover is arranged. Better Site is not responsible for lost enquiries, rankings, sales, or business interruption caused by overdue payment or suspended service.

Domains and renewals

The client is responsible for owning and renewing their domain name unless a written agreement says Better Site is managing a domain renewal on their behalf.

Where possible, domain names are registered in the client's name or in an account the client can access. Better Site is not responsible for domain expiry, registrar issues, DNS problems, or loss of access caused by missing, incorrect, or late client information.

SSL certificates and security basics

SSL setup is only included where it is part of the agreed hosting setup or quote. If SSL certificates are included, Better Site will take reasonable steps to configure and maintain SSL for the hosted website. SSL may depend on the hosting provider, DNS settings, domain status, and third-party certificate services.

No website can be guaranteed to be fully secure. The client must not add unsafe scripts, unknown files, unauthorised plugins, malware, or risky access permissions to a hosted website.

Backups

Backups are listed on some care tiers. Where backups are included, they are intended as a reasonable safety net, not a guarantee that every file, change, database entry, email, or version can always be restored.

Backups may run on a schedule rather than instantly after every change. Backup availability may depend on the hosting setup, third-party provider systems, storage limits, timing, website type, and the nature of the issue. Clients need to keep their own copies of important business content, images, logos, credentials, and records.

Downtime and third-party issues

Better Site aims to provide reliable hosting, but it cannot promise uninterrupted service. Downtime may happen because of maintenance, third-party provider outages, internet routing issues, cyberattacks, domain or DNS issues, resource spikes, software problems, or events outside Better Site's reasonable control.

Better Site will take reasonable steps to respond to hosting issues within the scope of the client's plan, but uptime, speed, rankings, sales, enquiries, search visibility, and recovery time are not guaranteed unless a separate written service level has been agreed.

Suspension or removal

Better Site may suspend hosting, disable features, remove harmful content, or restrict access if there is non-payment, malware, illegal content, phishing, spam, abusive behaviour, excessive resource use, security risk, breach of these terms, or breach of the Acceptable Use Policy.

Where practical, Better Site will try to give notice first. If there is immediate risk to the website, visitors, other customers, providers, or Better Site, action may be taken without prior notice. Better Site may also require cleanup, a plan upgrade, or migration to another provider if a website no longer fits the agreed plan.

Migration, handover, and cancellation

If a monthly plan is cancelled, Better Site may stop providing hosting, care, support, backups, updates, and monitoring after the paid period or agreed cancellation date ends.

Better Site will take reasonable steps to provide a fair handover or migration path, such as providing website files or reasonable access information where available and appropriate. Custom migration work, provider transfer fees, domain changes, DNS work, or platform rebuilding may be quoted separately.

Before cancellation, the client needs to arrange replacement hosting, domain/DNS access, email settings, and any third-party accounts needed to keep the website running elsewhere. If no replacement hosting is arranged, the website may go offline after the plan ends.

Better Site may keep a copy of hosted files for a short administrative period after cancellation where practical, but it is not long-term storage or a guaranteed backup service after the plan ends.