Hosting, Maintenance & SLA Support

Last updated: 15 July 2026

Our care plans keep your website secure, updated and available, backed by clear service levels. Cover is provided under our Platinum Care program and related SLA tiers.

What this service covers

• Managed hosting on secure, WordPress-compatible infrastructure;
• Security, backups and core, plugin and theme updates;
• Uptime, speed and error monitoring;
• Incident response and tier-one technical support;
• Monthly or quarterly service-level agreements for performance, security and availability.

Discipline-specific terms

• Service levels: we target 99.9% uptime; backups are taken daily or weekly depending on plan tier; and we provide security scanning, malware protection and post-incident remediation.
• SLA response times: critical issues within 24 hours; high-priority within 48 hours; routine within the agreed SLA terms (typically 3 to 5 days).
• You agree to keep billing details current, tell us before making significant changes to plugins or integrations, and not to make changes that break the site. Client-side changes that cause faults or security issues may fall outside SLA cover.
• Plans are billed monthly or annually in advance. Missed payments trigger a short grace period, after which hosting may be suspended and a reactivation fee may apply; plans are non-refundable once activated. You retain ownership of the site and its content; on termination we provide a full backup and hand over access, and any premium plugin licences bundled under the SLA are deactivated. We cannot guarantee zero downtime due to maintenance, DNS propagation or third-party faults.

How these terms work

These service terms sit under Jewell's Terms of Service, which govern every engagement unless a signed Master Services Agreement or Statement of Work says otherwise. Where the two differ, the more specific document controls. In short:

• Partner delivery: Jewell leads and remains responsible for the work. We may engage vetted specialist partners and subcontractors, and we stand behind their work as if it were our own. Your contract is with Jewell alone.
• AI-assisted delivery: we use AI tools under human direction and review to work faster and pass the value to you. A qualified person reviews and remains accountable for every deliverable, and we do not use your confidential material to train publicly available AI models. See the AI Disclosure page.
• Intellectual property: on payment in full, you own the final deliverables created specifically for you. Jewell keeps its pre-existing methods, frameworks (including the 3D Process), tools, code and know-how, and licenses them to you as embedded in the work.
• Case studies: unless you tell us otherwise in writing, we may reference non-confidential work — including your name, logo and factual outcomes — in our portfolio, proposals and marketing. You can opt out or restrict this at any time.
• Australian Consumer Law: nothing in these terms excludes the consumer guarantees you have under the ACL.
• Liability: our liability is capped and certain losses are excluded, as set out in the Terms of Service.

For the full clause set — fees and payment, confidentiality, privacy, termination, disputes and governing law — see the Terms of Service.

Jewell Group Pty Ltd. These terms may change without notice; the current version lives here. Questions? hello@jewellai.com.