Support & Maintenance Terms & Conditions

These Terms & Conditions govern the provision of support and maintenance services by Empex Digital for websites, digital platforms, and related online systems.

By purchasing, accepting, or using a support plan from Empex Digital, the client agrees to these terms unless a separate written agreement has been signed by both parties.

Support plans are intended to provide ongoing technical care, maintenance, monitoring, content assistance, and routine support according to the plan selected by the client.

The standard support plans are as follows:

Empex Digital may update plan pricing, features, or service structure in the future. Any such changes will not affect an existing month already paid for, and reasonable notice will be provided where changes are to apply going forward.

Support and maintenance services are limited to the reasonable scope of the selected plan and the technical condition of the website or system being supported.

Services may include, depending on the plan level:

Support plans do not automatically include major redesign work, new feature development, complete rebuilds, advanced troubleshooting of substantial technical debt, or large-scale platform changes unless explicitly agreed in writing.

Content updates are limited to small, reasonable content-related changes within the monthly allowance of the selected plan.

Typical content updates may include:

Content updates do not include, unless agreed otherwise:

Unused monthly content updates do not roll over unless expressly agreed in writing.

Empex Digital reserves the right to determine reasonably whether a requested task falls within the included content update allowance or requires separate quoting.

The client is responsible for:

Delays caused by incomplete access, missing information, third-party login issues, or failure to respond may affect support delivery and do not create liability for Empex Digital.

Support services may interact with third-party systems such as hosting providers, plugin vendors, CMS platforms, payment gateways, analytics tools, email platforms, and external integrations.

Unless expressly stated in writing, third-party licence fees, premium plugin subscriptions, software renewals, paid tools, paid themes, hosting invoices, and external service costs are not included in the monthly support plan fee.

Empex Digital is not responsible for failures, downtime, pricing changes, discontinued services, security incidents, API changes, or limitations caused by third-party providers.

If third-party issues create additional support work beyond normal plan scope, Empex Digital may recommend a separate quote or tailored technical work.

Any response times, priorities, or service descriptions provided on the website are intended as general service guidance unless a separate written service-level agreement states otherwise.

Empex Digital will make reasonable efforts to respond promptly and prioritise issues appropriately, especially where service interruptions or important business-impacting issues are involved.

However, no fixed guaranteed response time, fix time, uptime target, or resolution time applies unless expressly agreed in writing.

Support is generally delivered during normal business working periods unless otherwise agreed.

Support plans are billed monthly in advance unless otherwise agreed in writing.

All stated prices are exclusive of VAT unless expressly stated otherwise. VAT will be added where applicable.

Payment must be made by the due date shown on the relevant invoice or payment arrangement.

If payment is overdue, Empex Digital reserves the right to pause or limit support services until payment is brought up to date.

Any additional work outside the normal scope of the support plan will be quoted separately and will not begin until approved by the client.

Support plans operate on a monthly rolling basis unless a different minimum term is agreed in writing.

Either party may cancel the support plan by giving at least 14 days’ written notice before the next billing cycle, unless another notice period has been agreed in writing.

Cancellation does not remove the client’s obligation to pay for any service period already invoiced or any approved additional work already carried out.

On cancellation, Empex Digital will make reasonable efforts to assist with offboarding or handover where appropriate, but extensive transfer, documentation, migration, or transition work may be charged separately.

Empex Digital will provide support and maintenance services with reasonable care and skill.

However, Empex Digital is not liable for indirect loss, loss of profit, loss of revenue, loss of opportunity, loss of data, loss of reputation, or consequential loss arising from the use of or inability to use a website, digital system, or support service.

Empex Digital is not liable for issues arising from:

To the fullest extent permitted by law, Empex Digital’s total liability in relation to support and maintenance services will not exceed the total fees paid by the client for the relevant support plan during the 3 months immediately preceding the event giving rise to the claim.

Empex Digital may suspend, limit, or refuse support services where:

Where practical, Empex Digital will explain the reason and, where appropriate, suggest a suitable next step or alternative quote.

These terms may be updated from time to time. The latest version published by Empex Digital will apply to future support periods unless a separate written agreement states otherwise.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

No waiver of any breach or delay in exercising rights shall be taken as a waiver of any other right.

These terms are governed by the laws of England and Wales, and any disputes shall be subject to the jurisdiction of the courts of England and Wales, unless otherwise required by law.