The Web+ Package gives your business ongoing website support, hosting, maintenance and small monthly content changes, all in one simple subscription. As we take on more clients, this Fair Use Policy is how we keep the support level fair and consistent for everyone on the plan, rather than it quietly going to whoever asks loudest.

This policy explains what’s included, the level of support you can expect each month, and how the service stays fair as we grow.

None of this is here to make your life harder or box your website in. It sets clear expectations so nobody is caught out, and keeps the support genuinely reliable for every client who needs it.

1.0 What’s included in Web+

1.1 Managed website hosting

  • Fast, secure hosting
  • SSL certificate included
  • Weekly backups
  • Uptime monitoring
  • Security updates
  • Server-side performance optimisation where applicable

1.2 Website maintenance

  • Core WordPress updates
  • Plugin and theme updates
  • Compatibility checks following updates
  • Monitoring for issues caused by third-party updates
  • Fixing small bugs or visual glitches that occur naturally over time
  • Restoring backups when needed

1.3 Minor monthly content amendments

Minor edits refer to small content updates that keep your site fresh and up to date. This does not include content creation – content must be provided by the client.

  • Updating text, prices, opening hours, FAQs
  • Replacing or uploading images you provide
  • Uploading blogs or posts you have written
  • Adjusting existing sections within a page
  • Adding or removing team members
  • Minor edits that take under 20 minutes per request – any request that takes over 20 minutes will be quoted separately before work commences

1.4 Basic performance & security monitoring

  • Checks for broken links
  • Basic speed checks and improvement where possible
  • Monitoring for malware or security issues
  • Ensuring caching, optimisation plugins and CDN settings remain stable

1.5 Priority support

As a Web+ client, you receive prioritised assistance for eligible tasks during business hours. We respond as quickly as possible, but guaranteed service levels may depend on your plan.

2.0 What’s not included in Web+

To keep the Web+ service fair and sustainable, some requests fall outside the monthly plan. These are usually larger or more complex tasks that require dedicated project time.

The following are not included and will be quoted separately:

2.1 Major design or layout changes

  • Creating new pages
  • Rebuilding existing pages
  • Redesigning portions of the site
  • Changing or replacing your site structure
  • Branding changes that require design time

2.2 New functionality or features

  • Adding booking systems, shops, subscription platforms or other membership areas
  • Setting up third-party integrations or APIs
  • Installing and configuring new complex plugins
  • Adding advanced automations, funnels or email-related systems

2.3 Content creation

  • Writing blogs, articles or new website copy
  • Creating graphics or marketing materials
  • Designing landing pages
  • Full SEO content projects (unless added to your Web+ package separately; you will have been told if this is you)

2.4 Emergency fixes caused by external changes

Whilst we make every effort to resolve emergencies as soon as possible, we cannot provide priority support for the following external factors:

  • Client-installed plugins
  • Third-party developers making changes
  • Alterations to front or backend of site without our involvement
  • Alterations to hosting or domain-related settings without our involvement
  • Hacked or compromised logins outside of our management

These are still fixable, just chargeable, since they’re outside what we can control.

3.0 Fair use limits

To ensure every Web+ client receives the same level of support, the plan includes:

3.1 Monthly edit allowance

Up to 120 minutes of minor content edits per month (equivalent to several small tasks or one medium update). This timeslot is an estimate created by the SWD team – if we agree to complete a task under the Fair Use Policy and we exceed the 120 minute timeframe, you will not be charged for this. We will always let you know in writing before if a task will be charged separately.

3.2 Number of requests

There is no limit on how many requests you can send each month, as long as the total time stays within the fair-use allowance.

Web+ clients receive priority support, but all Web+ requests are handled in the order they are received.

Your subscription: term, billing and cancellation

Web+ runs on a 2-month minimum term. After that, it continues on a rolling 1-month basis until you cancel, so you’re never locked in past the point where the plan stops making sense for you.

Billing is monthly, in advance. To cancel, give us at least 1 week’s notice before your next billing date and we’ll close the plan out cleanly, no charge for the following month.

If you cancel, hosting and the monthly edit allowance end at the close of your current billing period. Anything already agreed and in progress at that point will still be finished or handed over.

Turnaround times

For Web+ clients, minor edits are usually completed within:

  • 2–3 working days for standard changes
  • Same day or next day where possible for small edits
  • Larger tasks will be scheduled and quoted separately

During peak periods, response times may vary slightly, but we will always communicate clearly.

Emergency response SLA

For critical technical issues (such as your website being completely offline or experiencing a fatal error), Web+ clients receive our highest priority. We aim to respond and begin investigation on the same working day, provided the issue is reported during our standard working hours. While we utilise high-speed UK-based servers with up-time monitoring, we cannot legally guarantee 100% uninterrupted uptime due to the inherent nature of web hosting.

Please note that SWD are not required to respond outside of regular working hours (listed below), but will do our best to communicate with clients in emergencies.

Working hours (unless otherwise communicated):

  • Monday to Friday: 9am – 5pm
  • Saturday: Closed
  • Sunday: Closed

Client responsibilities

To ensure smooth ongoing support, we ask clients to:

  • Provide accurate and finalised content when requesting updates
  • Avoid making structural website changes without consulting us
  • Ensure third-party systems (emails, CRM, booking tools, payment gateways) are managed correctly unless covered by a separate agreement
  • Keep us informed if anyone else accesses the website
  • When making requests, please provide as much detail as you can

Fairness & reasonableness

We aim to be flexible and fair. The Fair Use Policy is not there to block progress, but to ensure that:

  • All Web+ clients receive equal priority
  • We can continue offering fast support
  • The service remains sustainable as we grow

If you regularly require more support than the standard Web+ allowance, we can recommend:

  • A custom maintenance agreement
  • One-off development blocks of time

Review of this policy

We may update this policy from time to time to improve clarity, fairness or to reflect changes in the service. Any updates will be communicated before they take effect and will always be reasonable.

Contact us

If you have any questions or concerns about the Fair Use Policy, please get in touch using the email address below.

We encourage you to review this page occasionally to stay informed.