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Terms of Service

Last updated: February 13, 2025

Hosting service agreement
 
1. Introduction 
Welcome to Osch Design LLP. These Terms of Service ("Terms") govern your use of our hosting services (the "Services"). By accessing or using the Services, you agree to be bound by these Terms.

2. Definitions

  • "Provider": Refers to Osch Design LLP, the provider of the hosting services.

  • "Client": Refers to the individual or entity using the Services.

  • "Content": Any data, files, or information uploaded or stored by the Client on the Provider’s servers.
     

3. Scope of services
The Provider agrees to offer the following hosting services:

  • Website hosting on SiteGround’s hosting platform.

  • 99.9% uptime guarantee, excluding scheduled maintenance.

  • Web Space: 10GB in total.

  • Visits: 30,000 visits per site monthly.

  • Traffic: Unmetered traffic.

  • WordPress Features: WordPress Auto-updates, WP-CLI, and SSH.

  • Backups: Daily and on-demand backups.

  • SSL Certificates: Free SSLs included.

  • CDN: Free Content Delivery Network.

  • Email: Free email accounts.

  • Security: Enhanced security features, including malware scans and firewall protection.

  • Ecommerce: Ecommerce-enabled hosting.

  • Caching: Out-of-the-box caching solutions.

  • Databases: Unlimited databases.

  • Staging: Easy staging environments for testing changes on request.

  • Collaborators: Ability to add collaborators.

  • Restore Tool: Built-in tool for easy backup recovery.

  • Infrastructure: Hosted on sustainable Google Cloud infrastructure, minimising risks from server malfunctions.

  • Performance optimisation: Option to run the site through Cloudflare for enhanced performance and security.

  • Site monitoring: Monitor the site for any downtime and take prompt corrective action to restore functionality.

  • Support: 24/7 customer support through Siteground’s chat, ticketing system and phone, in addition to Osch’s Mon-Fri 9.30am-6pm support.
     

4. Uptime guarantee
The Provider guarantees a monthly uptime of 99.9% for hosted services. Uptime is calculated as:
 
[(Total Minutes in Month – Downtime Minutes) / Total Minutes in Month] x 100

4.1 Exceptions
Osch guarantees 99.9% monthly uptime for hosted services. However, there are specific exceptions to this guarantee. Downtime caused by the following is excluded from uptime calculations:
 

  • Scheduled maintenance by Siteground (notified at least 24 hours in advance).

  • Force majeure events, including natural disasters and acts of war.

  • Client-side issues, such as configuration errors or internet outages.

  • Third-party software failures not managed by the Provider.
     

5. Response times
The Provider will adhere to the following response time targets:
 

  • Critical issues (e.g., site down): Initial response within 15 minutes via Siteground’s chat function, ticketing system on the hosting portal or phone, or you can contact Osch directly within office hours to manage the issue on your behalf. 

  • High-priority issues (e.g., slow performance): Initial response within 1 hour via Siteground’s chat function, ticketing system on the hosting portal or phone, or you can contact Osch directly to manage the issue on your behalf. 

  • General enquiries: Response within 6 hours via Siteground’s chat function, ticketing system on the hosting portal or phone, or you can contact Osch directly to manage the issue on your behalf.
     

6. Data backups
The Provider will:
 

  • Perform daily backups and retain them for 30 days. Backups will encompass databases, files, and configurations. Restoration services are available upon request with a target completion time of 2 hours via Sitegrounds chat function, phone or ticketing system.

  • Ensure backups include databases, files, and configurations.

  • Provide restoration services upon request.
     

7. Security measures
The Provider will implement industry-standard security practices, including:
 

  • SSL/TLS encryption for data transmission.

  • Firewall and malware protection.

  • Regular updates to hosting infrastructure.

  • Monitoring the site for any downtime and taking prompt corrective action to restore functionality.
     

8. Support services
Support is available 24/7 via Siteground’s chat portal, ticketing system, and phone. You can also contact Osch during their office hours to manage all queries on your behalf. The Provider will:
 

  • Offer technical assistance for hosting-related issues.

  • Provide guidance for account setup and optimisation.
     

9. Scheduled maintenance
The Provider will perform maintenance during the following windows: 2:00 AM to 5:00 AM (local server time). Clients will be notified at least 24 hours in advance.

10. Responsibilities of the Client 
The Client agrees to:

  • Provide accurate account and payment information.

  • Maintain secure login credentials.

  • Report issues promptly with sufficient detail.

  • Use the Services in compliance with applicable laws and regulations.

  • Avoid uploading illegal, harmful, or malicious Content and adhere to Siteground’s Acceptable Use Policy (AUP).

  • Keep login credentials confidential and notify the Provider immediately of any unauthorised access.
     

5. Payment terms

  • Fees: The Client shall pay the agreed-upon fees.

  • Billing Cycle: Payments will be billed on an annual basis.

  • Late Payments: Late payments may incur a fee of 10% of the annual payment and/or suspension of Services.

  • Refunds will only be issued if the Client cancels their services within 30 days of purchasing them, including annual renewals.
     

6. Term and termination

  • Term: These Terms shall remain in effect until terminated by either party.

  • Termination by Client: The Client may terminate Services with 30 days' notice.

  • Termination by Provider: The Provider reserves the right to terminate Services for breach of these Terms or non-payment.
     

7. Data ownership and privacy

  • The Client retains ownership of all Content stored on the Provider’s servers.

  • The Provider will not access or share Client Content except as required to deliver Services or by law.
     

8. Limitation of liability 
The Provider shall not be liable for any indirect, incidental, or consequential damages arising from the use of the Services.

9. Indemnification 
The Client agrees to indemnify and hold the Provider harmless from any claims, damages, or liabilities arising from misuse of the Services.

10. Modifications to terms 
The Provider reserves the right to update these Terms at any time. Clients will be notified of significant changes 30 days in advance.

11. Governing law 
These Terms shall be governed by the laws of England and Wales.

12. Entire agreement 
These Terms constitute the entire agreement between the Client and the Provider regarding the Services.

13. Contact information 
For questions or concerns about these Terms, contact us at info@oschdesign.com.
 
By using our Services, you acknowledge that you have read, understood, and agreed to these Terms.

Maintenance Services Agreement

Overview 
This Service Level Agreement (SLA) outlines the services provided by Osch for website maintenance, including response times, maintenance procedures and support expectations. 

Service packages 
Osch offers three website maintenance packages: Essentials, Advanced and Premium.


Essentials package:
 

  • Monthly WordPress core, theme and plugin updates

  • Minor code updates

  • Optional monthly reports sent via email

  • Optional Google Analytics summaries

  • Hosting checkups (SSL, caching, backups)

  • Contact via email

  • Additional work billed at a reduced rate
     

Advanced package:

  • Everything from the Essentials Package

  • Implementing recommendations for new code techniques and plugins (or removing existing ones)

  • 1 hour of technical support and updates per month, with the flexibility to distribute them throughout the year

  • Monthly performance and optimisation updates

  • Optional Google Search Console reports
     

Premium package:

  • Everything from option 1 

  • Proactive development of website configuration and optimisation, including regular code updates 

  • 3 hours of technical support and updates available each month, with the flexibility to distribute them throughout the year 

  • Optional Google Search Console reports

  • Broken link checking 

  • Email (response within 48 hours, but for emergencies we’ll always respond asap)
     

Additional work and billing

  • Any additional work beyond the included support hours will be billed at a reduced rate or priced as needed

  • Additional work requests should be submitted via email
     

Client responsibilities 
To ensure smooth operation and support, the Client is responsible for:
 

  • Providing necessary access credentials for maintenance and updates

  • Informing Osch of any major changes or issues promptly

  • Keeping backups of critical data
     

Exclusions this SLA does not cover
 

  • Third-party software or services outside the agreed maintenance scope

  • Recovery from data loss due to client-side errors or third-party interference

  • Major website overhauls or redesigns (available as additional services)

  • Writing text copy, purchase of fonts, imagery, or graphical elements from third parties

  • Photography and video creation

  • Website hosting, plugin purchases purchase and domain name maintenance 

  • Email maintenance and management
     

Agreement term and review
 

  • This SLA is valid for the duration of the subscription period (billed either monthly or annually)

  • The agreement will be reviewed periodically to ensure it aligns with evolving service needs


Confidentiality
Osch will not share any proprietary information provided by the Client at any time, even after the Agreement is fulfilled.

Payment
 

  • The Client agrees to pay Osch’s first invoice upon receipt

  • Every invoice after that will have 14-day payment terms

  • A late payment fee of 5% per month will be charged on any overdue and unpaid balance not in dispute

  • Refunds will only be issued if the Client cancels their services within 30 days of purchasing them, including annual renewals.
     

Termination
 

  • Either party can terminate the agreement with 60 days' notice in writing

  • Either party can terminate the agreement immediately if the other party defaults on obligations, is insolvent, makes an assignment for the benefit of creditors, or materially breaches payment obligations

  • If there are any non-cancellable materials or services that Osch has committed to purchase for the Client, the Client is still liable for these
     

Limitation of liability
Osch is not liable for any damages resulting from the agreement such as loss of revenue or profits or lost business.

Legal and binding agreement
This agreement is governed and construed in accordance with the laws of England and Wales.

Client agreement
By subscribing to a maintenance package, the Client agrees to the terms outlined in this SLA.

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