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Website Maintenance

Addendum

SERVICE ADDENDUM: WEBSITE MAINTENANCE PLANS & SUBSCRIPTIONS

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This Addendum is incorporated into and forms an inseparable part of the Master Terms and Conditions of Olivier Digital Studio (Pty) Ltd. It applies to all clients enrolled in a monthly or annual website maintenance subscription tier (e.g., Core, Professional, Enterprise / Essentials, Plus, Elite).

    • Defined Maintenance Services: Maintenance subscriptions cover preventative technical health checks, security monitoring, performance tracking, data backups, and a capped allocation of designated studio hours for content and layout updates as specified by the Client’s chosen plan.

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    • The "Use-It-or-Lose-It" Rule: Designated monthly maintenance support hours are non-cumulative. Unused hours at the end of a billing cycle do not roll over into the next month, nor can they be redeemed for cash, discounts, or credits against other studio services.

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    • Exclusion of Major System Overhauls: Maintenance hours are strictly intended for minor text changes, image swaps, menu updates, and structural tuning. They do not cover major layout overhauls, full-page redesigns, migration to new templates, or the integration of complex new third-party applications or databases. All such requests will be treated as independent projects and quoted separately at the Company's current hourly studio rate.

    • Payment in Advance: All maintenance subscriptions are billed monthly or annually strictly in advance. The Company will only execute maintenance updates, performance optimization, or technical troubleshooting once the corresponding retainer invoice has cleared in full.

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    • Suspension for Non-Payment: If a maintenance retainer invoice remains unpaid for more than 7 calendar days past its due date, the Company reserves the absolute right to automatically suspend all maintenance services, priority support access, and technical monitoring without liability for any subsequent site malfunctions or errors.

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    • Cancellation and Tier Adjustments: To cancel a maintenance plan or downgrade to a lower tier, the Client must provide a minimum of 30 days written notice via email before the next billing cycle. No pro-rata refunds will be issued for cancellations made mid-cycle.

    • Platform Limitations: Because the Client's digital presence relies on the Wix cloud infrastructure, the Company cannot guarantee absolute, uninterrupted website uptime or impenetrable security.

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    • Cybersecurity & Malicious Attacks: While the Company implements industry-standard security protocols and system monitoring, the Company accepts zero legal or financial liability for security breaches, unauthorized system access, data theft, malicious hacking, ransomware, or malware infections affecting the Client's website.

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    • Data Loss & Business Disruption: In the event of a security emergency or platform corruption, the Company will utilize available cloud backups to restore the website to its last known stable state. However, the Company is not liable for any lost transaction data, missing customer records, unfulfilled orders, or direct/indirect business losses incurred during a technical outage or recovery period.

    • Submission Channels: To guarantee efficiency and track support hours accurately, all maintenance and content update requests must be submitted formally via our designated client ticketing channel or public business email. Requests sent via WhatsApp, SMS, or social media channels will not be logged into the maintenance queue.

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    • Turnaround Disclaimers: Turnaround times vary based on the Client's subscription tier (e.g., standard vs. priority "Anytime" access). While we endeavor to fulfill standard plan updates within 48 to 72 business hours, the Company provides no guarantee of immediate execution for non-emergency content updates.

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    • Accidental Disruption Lock: If the Client, or any third party granted administrative access by the Client, logs into the Wix backend and accidentally alters, deletes, or breaks the website's layout, custom code, or operational logic, the labor required to repair the site is explicitly excluded from the maintenance retainer. All recovery and debugging labor in these instances will be billed as an out-of-scope emergency at our current hourly studio rate.

    • Continuous Plugin & API Monitoring: Third-party applications or external APIs (such as courier integrations, payment gateways, or custom channel managers) may update their code without warning. While maintenance plans include checking these integrations, the Company is not responsible if a third-party developer deprecates or alters an external app that permanently disrupts a feature on the Client’s site.

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    • Legal Policy Maintenance: Maintenance subscriptions cover technical operations and layout performance. It remains the Client's sole legal responsibility to update their Privacy Policies, Terms of Use, and cookie disclosure wording to comply with evolving POPIA or industry-specific laws.

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