Maintenance & Support Policy
Information about ongoing website updates and support services
1. Scope of services
PWT Digital Europe may provide website content changes, Shopify product updates, layout adjustments, routine checks, troubleshooting and other agreed maintenance tasks. The exact services are defined in your quotation or maintenance agreement.
2. One-off and ongoing support
Support may be arranged as a one-off task or an ongoing service. Fees, billing frequency, included hours, work limits and any renewal arrangements must be agreed before the service starts.
3. Requests and communication
Submit support requests through the agreed contact channel with details of the problem, affected page and relevant screenshots if available. We will discuss priorities and provide an estimate or next steps where appropriate.
4. Response and resolution times
Unless a separate written service-level agreement states otherwise, we do not promise a fixed response time, 24-hour monitoring or guaranteed resolution time. Complex problems and third-party incidents may take longer.
5. Client responsibilities
Clients remain responsible for their own accounts, subscriptions, accurate product and business information, lawful content and timely approval of changes. We recommend using appropriate staff or collaborator permissions rather than sharing passwords.
6. Backups and platform limitations
Backup and restoration services are included only when expressly agreed. Shopify, apps, hosting providers, themes and external integrations can impose technical limitations or experience outages outside our control.
7. Additional work
Redesigns, major feature development, migrations, extensive product imports, third-party subscription charges and tasks outside the agreed scope may require separate approval and charges.
8. Security and access
We will use reasonable care when accessing client systems and expect clients to maintain secure account access. No website can be guaranteed free of vulnerabilities or outages. Suspected security incidents should be reported promptly.
9. Ending support
Notice periods, termination arrangements, handover and any refunds are determined by the agreed maintenance contract and applicable law. We will not assume an automatic renewal or cancellation fee unless expressly agreed.
Questions about this policy?
PWT Digital Europe
Philip Mark Johnson, Sole Trader
UK correspondence address: 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom
For questions, use our contact page or WhatsApp +49 152 37372734.
Contact Us →