1. Web Care Management Services
Web Care Management services include website maintenance, updates, security monitoring, performance monitoring, hosting on The ICT Shak servers, support, backups, and other inclusions described in the Web Care Management Packages selected by the Client.
These services do not include redesigns, major feature development, large-scale SEO campaigns, or advertising management unless added as structured add‑ons and accepted in writing.
1.1 Minor Edits
Minor edits are specific to the relevant Web Care Management Package - please check that the package chosen include minor edits.
Examples of minor website edits include simple content updates, image swaps, pricing updates, fixing broken links.
These edits must be within the existing design and functionality to qualify as minor.
New page builds, structural changes, or extensive design updates are scoped and charged separately.
1.2 Add‑Ons
Advertising management or larger SEO campaigns may be offered only as add-ons to Growth Care or Performance Care packages.
The Client acknowledges that such add-ons rely on The ICT Shak having full control of the website environment to deliver optimal results.
1.3 eCommerce Support
Support for eCommerce websites is available on Growth Care and Performance Care Web Care Management packages, subject to suitability confirmed during onboarding.
Larger or complex eCommerce shops may require additional scope, effort, or custom support arrangements.
2. Fees and Payment
2.1 Fees
Fees for Web Care Management Packages are set out on the Web Care Packages page and in the Client’s order confirmation.
These fees are subject to change.
2.2 Recurring Billing
Web Care Management Packages are typically billed on a monthly or annual recurring basis.
Fees are charged in advance of the period of service.
2.3 Upgrades
Clients may upgrade to a higher tier Web Care Management Package at any time.
Fees for upgrades will be pro‑rated to reflect the remaining period of the current billing cycle.
2.4 Payments
Payment by credit card or debit card is required for all Web Care services, unless a direct debit arrangement has been approved in writing.
All fees are payable by the due date stated on the invoice.
If payment is not received by the due date, The ICT Shak may suspend services, including hosting, updates, and support, until all outstanding fees are paid in full.
3. Cancellation
Clients may cancel their Web Care Management Package at any time with 30 days’ written notice.
Cancellation requests must be submitted via the client portal or email from the main account email address.
Services will continue until the end of the 30-day notice period unless otherwise requested. No refunds are provided for the current billing period.
4. Client Responsibilities
4.1 Content and Materials
The Client must supply all content, text, images, media, product information, and other materials required for updates.
The ICT Shak is not responsible for the accuracy or legal compliance of Client-supplied content.
4.2 Access and Cooperation.
The Client must provide necessary access to website hosting, CMS dashboards, credentials, and third-party services to enable delivery of Web Care Management services.
4.3 Third-Party Services.
The Client acknowledges that certain services (e.g., domain registrars, payment gateways, email services) are provided by third parties.
The ICT Shak is not liable for downtime, outages, errors, or issues arising from those third-party providers.
5. Support Included with Web Care Packages
All Web Care Packages include ongoing website support delivered in accordance with The ICT Shak Support Policy.
Full details of how support is provided, including business hours, support channels, after-hours monitoring, and hosting monitoring, are available on our Support Policy
By subscribing to a Web Care Package, clients acknowledge that all support requests must be submitted via the approved support channels and are managed in line with this policy.
5.1 Support Ticket Turnaround Times
Support ticket turnaround times apply to requests received during business hours and vary depending on the Web Care Package selected.
| Priority Level | Description | Estimated Response Time |
| High (Urgent) | Website down, forms broken, security or server issues | ASAP. Performance Care includes a 4-hour response SLA for critical issues |
| Medium | Site performance issues, critical feature not working, plugin errors, non-critical functions, email deliverability | Within 1–2 business days |
| Low | Minor content updates, layout tweaks, general enquiries | Within 2–3 business days |
Response times may vary where third-party platforms or providers are involved.
Major development work or custom requests are not included in standard support and may require additional scoping and quotation.
Non-urgent requests submitted outside of business hours are assessed from the beginning of the next business day.
5.2 Additional Support
Any support requests or services that fall outside the scope of your selected Web Care Package can be provided at our current standard service rates.
This additional support may be billed on a post-paid basis or delivered using our available 5-Hour Prepaid Support Packages, subject to availability and agreement prior to commencement of work.
6. Hosting and Backups
6.1 Hosting
All Web Care Management hosting is provided on The ICT Shak servers up to stated limits (e.g., 2GB).
Hosting is fully managed and integrated with maintenance, security, and performance monitoring.
Exceeding storage limits may incur additional fees.
6.2 Backups
Backups are taken at frequencies described in the service documentation.
The ICT Shak will attempt to restore sites from backups at no additional charge where feasible but cannot guarantee recovery in every instance.
7. Termination and Suspension
7.1 Termination by The ICT Shak
We may terminate this Agreement for non-payment, breach of terms, unlawful use, or misuse of services.
Termination does not relieve the Client from payment of accrued fees.
7.2 Effect of Termination
Upon termination, services, backups, and support access may be disabled.
Hosting migration assistance may be provided at additional cost.
8. Intellectual Property
8.1 Ownership
The Client retains ownership of all original content supplied.
The ICT Shak retains ownership of proprietary systems, tools, code libraries, templates, and processes.
The Client is granted a non-exclusive license to use deliverables as intended.
8.2 Use of Materials
The Client grants The ICT Shak a non-exclusive license to use content as necessary to perform Web Care Management services.
9. Changes to Terms
The ICT Shak may update these Terms and publish the updated version on the website. Continued use constitutes acceptance.
10. Acknowledgement
By subscribing to a Web Care Management Package, you acknowledge that you have read, understood, and agree to these Terms and Conditions.
