Get in Touch

Managed Hosting Terms of Service

Introduction

These Terms of Service (“Terms”) govern your use of Jenkins Digital’s Managed Hosting services. By using our services, you agree to these Terms. If you do not agree, you may not use our services.

Service Description

Jenkins Digital provides managed WordPress hosting services as a hosting reseller. Our hosting services include, but are not limited to:

  • Server management
  • Automated updates
  • Site backups
  • Security configurations
  • SSL certificates

All services are subject to the features and limitations outlined in your selected hosting plan.

Accounts & Billing

Account Setup

Hosting accounts are provisioned only after payment is received and the required information is verified. You are responsible for providing accurate account and payment details.

Billing

  • Hosting services are billed on a monthly or annual basis, depending on the plan selected during sign-up.
  • Payment is due by the invoice due date stated on your invoice.

Overdue Payments & Service Suspension

To ensure uninterrupted service, invoices must be paid by the due date. If an invoice remains unpaid:

  • 7 Days Overdue – The hosting account will be suspended, and your website will become inaccessible.
  • 14 Days Overdue – The hosting account and all associated data will be permanently deleted. This action is irreversible, and Jenkins Digital will not be liable for any resulting data loss.

Data Retention & Backup Responsibilties

Automated Nightly Backups

Jenkins Digital provides nightly automated backups as part of the managed hosting service. These backups are intended for emergency recovery only and should not be relied upon as a substitute for maintaining your own backups.

If a site is deleted due to non-payment, a nightly backup may be available for restoration, provided that the setup domain (example.tempurl.host) matches the original setup domain. However, these backups are only retained for up to 30 days after hosting termination.

Optional Hourly Backups

Customers may opt for hourly backups for an additional monthly fee.

  • Hourly backups are recommended for medium to high-traffic eCommerce websites.
  • These backups provide enhanced recovery options in case of site failures or data corruption.
  • Customers may request this feature at any time, subject to the additional fee.

Customer Backup Responsibility

Jenkins Digital strongly encourages customers to take and store their own backups, including third-party or offline copies of their websites, databases, and emails.

Jenkins Digital is not liable for data loss due to:

  • Overdue payments
  • Accidental deletions
  • Other unforeseen events

At the customer’s request, Jenkins Digital can provide backup tools to facilitate individual backups. Requests should be made via a ticket through the Client Hub or by direct message.

Website Export Service Option

Customers may request that Jenkins Digital provides a full and portable export of their website for a fixed fee of $55.00 AUD.

  • This fee covers the reasonable costs of conducting the export and storing it for download.
  • The site will be packaged for deployment in a new hosting environment, not as a portable hosting environment.
  • The packaged site will be made available for download via URL, for not less than 12 months.

Jenkins Digital may waive the export fee at its discretion.

Acceptable Use Policy

By using our hosting services, you agree to comply with all applicable laws and regulations. The following activities are strictly prohibited:

  • Hosting or distributing illegal content, including copyrighted material, without authorisation.
  • Sending unsolicited bulk emails (spam) or engaging in abusive online behaviour.
  • Attempting to compromise server security, disrupt service stability, or gain unauthorised access.
  • Engaging in any illegal conduct.
  • Any other conduct otherwise deemed by Jenkins Digital to be an abuse of its services.

Jenkins Digital reserves the right to terminate hosting services without notice, at it’s sole discretion for breaches of our acceptable use policy.

Suspension & Termination

Jenkins Digital reserves the right to suspend or terminate accounts under the following circumstances:

  • Non-payment of invoices, as outlined in this policy.
  • Violations of the Acceptable Use Policy or any other Terms.
  • At our discretion, in exceptional circumstances not otherwise covered by these Terms.

Refund Policy

Jenkins Digital does not provide refunds for hosting services except where required by law.

  • Partial or prorated refunds for unused hosting time will not be issued.
  • Customers are encouraged to contact support to resolve issues before requesting cancellation.

Service Availability & Maintenance

Jenkins Digital aims to provide 99.9% uptime for hosting services but does not guarantee uninterrupted service due to factors beyond our control, including:

  • Scheduled maintenance will be announced in advance when possible.
  • Technical issues caused by third-party providers.
  • Automated backup and patching, which may cause temporary downtime.
  • Force majeure events, including natural disasters, cyberattacks, or other unforeseen circumstances.

Jenkins Digital offers optional 24/7 Proactive Monitoring as an add-on service, subject to an additional fee.

Customer Service Requests

Customers may log service requests by ticket through the Jenkins Digital Client Hub. Requests may also be submitted by:

  • Email
  • Message
  • Phone call

Jenkins Digital aims to respond to all service requests within 48 hours, however, delays may arise during busy periods.

Customer Behaviour

At Jenkins Digital, we understand that technical issues and service requests can be frustrating, and we are committed to providing prompt and professional support to assist you and your business.

We expect all customers to engage with our team in a professional and respectful manner. Unprofessional, rude, abusive, vulgar, or otherwise unacceptable behaviour will not be tolerated. This includes, but is not limited to:

  • The use of offensive or inappropriate language
  • Aggressive or threatening communication
  • Persistent unreasonable demands or harassment
  • Disruptive behaviour that interferes with service delivery

Jenkins Digital reserves the right to refuse service, limit support interactions, or terminate agreements with customers who violate this policy.

Limitation of Liability

Jenkins Digital is not responsible for any direct, indirect, incidental, or consequential damages resulting from the use or inability to use our services. This includes, but is not limited to, loss of:

  • Data
  • Revenue
  • Business opportunities
  • Reputation

Amendements

Jenkins Digital reserves the right to amend these Terms at any time. Any significant changes will be communicated to customers via email or account notifications.

Continued use of the service after updates constitutes acceptance of the revised Terms.

Governing Law

These Terms are governed by the laws of the Australian Capital Territory.

Any disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of the Australian Capital Territory.