Website Hosting & Maintenance Terms of Service

Last updated: July 1, 2025

These Terms of Service (“Terms”) govern the website hosting and maintenance services (“Services”) provided by Holler Digital (“we,” “us,” or “our”) to clients (“you”). By subscribing to any of our Hosting & Care Plans, you agree to these Terms.

1. What’s Included in All Plans

All Holler Digital Hosting & Care Plans include a core set of services designed to keep your WordPress website secure, fast, and performing reliably:

Hosting & Security

• Fast, secure hosting on a global cloud platform (typically hosted in Canada)
• SSL certificate setup & Cloudflare DNS management
• 24/7 enterprise-grade firewall protection
• Daily malware scans & automated removal
• Redis object and page caching
• Secure login protocols
• Free website migration & technical audit

Backups & Updates

• Weekly database cleaning and optimization
• Off-site cloud backups stored in multiple locations (90-day retention)

Software & Tools

• Transactional email configuration and SMTP monitoring
• Emergency website recovery from backup
• Online support request portal

2. Plan Levels & What They Add

Standard Hosting – $35 /mo

Essential Hosting – $125/mo

• 24/7 uptime monitoring (60-second intervals)
• 1 hour of support tasks per month
• Weekly backups
• Weekly WordPress core, plugin, and theme updates
• Elementor Page Builder included
• Standard support SLA

Business Hosting – $195/mo

Everything in Essential, plus:

• 2 hours of support tasks per month
• Daily backups and updates
• Quarterly roadmap strategy call
• Access to premium plugin licenses (e.g. ACF Pro, RankMath Pro, Gravity Forms)
• Monthly website performance optimization

Mission Critical Hosting – $395/mo

Everything in Business, plus:

• 4 hours of support tasks per month
• Hourly backups
• Monthly roadmap strategy call
• 24-hour response priority SLA
• Automated form testing
• Auto-updating Privacy Policy and Terms of Service (via Termageddon)

Support Tasks include edits or fixes under 30 minutes. Max 1 per day. Additional work billed at our standard hourly rate.

3. Fees & Payment

• Billed monthly on your sign-up anniversary
• Payment is due on the same day each month.
• Failure to pay within 60 days may result in service cancellation.
• Fees may be adjusted after 12 months with 30 days’ notice.
• Extra services are billed separately
• Additional services, third-party software, or plugin conflicts may incur separate charges.

4. Premium Plugin Licensing

Premium plugin licenses are only active while subscribed. If you cancel, licenses will be revoked, and you will need to purchase your own for continued updates and functionality.

5. Backups & Data Retention

Backup frequency depends on your plan. We retain backups for 30 days after cancellation, after which data is permanently deleted.

6. Uptime Guarantee

We aim for 99.9% uptime per billing cycle. Downtime is defined as more than 60 seconds of unavailability (excluding device, ISP, or infrastructure issues).

You may request a credit if this standard isn’t met. Scheduled maintenance (under 1 hour/month, with 48 hours’ notice) does not count toward downtime.

7. Third-Party Hosting

• Requires prior written approval
• Unapproved migrations = cancellation
• 15 days’ notice required
• Support and licenses end at cancellation
• We are not responsible for third-party hosting performance
• Any support required for third-party hosting will be billed separately

8. Communication & Availability

• Business Hours: Mon–Thu 8:30–5:00, Fri 8:30–12:00 MST
• Standard Response Time: Within 2 business days
• Support Channels: Email or support portal only. No support is provided via DMs, social media, or SMS (except in emergencies).
• No Support: Evenings, weekends, or Canadian federal holidays
• Emergencies: Text (587) 855-6697

8a. Service Level Agreement (SLA)

Plan	Initial Response	Priority
Standard	Within 2 business days	Standard
Essential	Within 2 business days	Standard
Business	Within 1 business day	Elevated
Mission Critical	Within 24 hours	High Priority

All response times apply during business hours. Emergency requests are triaged, but handled within normal support windows unless otherwise noted.

9. Cancellation & Termination

• You may cancel at any time with 15 days’ written/email notice.
• Upon cancellation, services will remain active until billing cycle ends
• Licenses and support access end at cancellation
• We may terminate service for abuse or non-payment

10. Client Responsibilities

To ensure optimal performance and security, you agree to:

• Use strong, unique passwords.
• Keep us updated with contact or authorized user changes.
• Notify us promptly of any website issues.
• Provide timely feedback and approvals.
• Avoid installing third-party plugins without our consultation
• Cooperate with our team when resolving issues.

11. Disclaimer of Warranty

We provide services “as-is” without warranties of uninterrupted performance or plugin compatibility. Updates and third-party changes may impact functionality.

12. Limitation of Liability

Our total liability is limited to the fees you’ve paid in the past 6 months. We are not liable for indirect or consequential damages such as data loss or downtime.

13. Force Majeure

We are not responsible for service interruptions due to events beyond our control, including natural disasters, power outages, or internet failures.

14. Governing Law

These Terms, and any disputes arising from them, are governed by the laws of Alberta, Canada. All legal matters will be resolved in the courts of Edmonton, Alberta.

15. Updates to These Terms

We may update these Terms periodically. We’ll notify you of any significant changes at least 30 days before they take effect. Continued use of services means you accept the updated version.

16. Add-Ons & Additional Sites

You may extend the benefits of your Hosting & Maintenance Plan to additional websites under your organization by adding them as “linked sites.”

Additional Sites: $75/month per site

• Shares the same care plan level (Essential, Business, or Mission Critical)
• Receives the same monitoring, updates, backups, and plugin licensing
• Included support hours are pooled across your primary and linked sites
• Each linked site must be approved and maintained by Holler Digital

You may cancel a linked site at any time with 15 days’ written notice. Additional sites cannot be used to support third-party client websites or organizations not affiliated with the primary account holder without written approval.

17. Refunds

Due to the nature of digital services and reserved server resources, we do not offer refunds for hosting or care plan subscriptions. Your plan is billed monthly and can be canceled with 15 days’ written notice before the next billing cycle.

18. Managed DNS

DNS management is included as part of all hosting and care plans. We use Cloudflare to provide faster resolution times, enhanced security, and flexible DNS control. While Cloudflare is an industry leader, we cannot guarantee uninterrupted DNS service due to factors beyond our control (e.g., global outages or DNS-level attacks).

19. Uptime & Third-Party Dependencies

We aim to maintain exceptional uptime across all hosted sites. However, we rely on trusted third-party providers like Vultr, BlogVault, and Cloudflare. As a result, we cannot promise 100% uptime. Instead, we commit to monitoring your site continuously, responding to issues promptly, and adjusting solutions as needed to maintain stability and performance.

Questions?

Email us at [email protected] or call (587) 855-6697.