Fhoke: “Fhoke Limited”, “Fhoke”, “we”, “us”, and “our” means Fhoke Limited, 7 The Beeches, Dean Hill Park, West Dean, Salisbury, SP5 1EZ.
The Client: “Customer”, “you”, “they” and “your” means you, the company or the individual requesting the services of Fhoke.
Working Hours: Monday to Thursday, 8 am to 4 pm, Friday 8 am to 2:30 pm, excluding English bank holidays.
Fhoke Limited does not host websites on a network internally.
Fhoke uses external website hosting services provided by either Flywheel or WP Engine, who host all of our test, live, and staging websites.
Fhoke has accounts with both providers and will bill you for server space on our account.
The services provided by Flywheel and WP Engine are more or less identical. Both successfully maintaining an uptime of at least 99.9%.
WPEngine offers a Service Level Agreement (SLA), guaranteeing to keep its servers running 99.95% of the time. If they fail, the company offers 5% of the plan’s fee as credit.
Flywheel doesn’t offer an SLA.
Flywheel and WP Engine endeavour to provide a service uptime guarantee, excluding maintenance, as defined below.
Allocated server storage space
Your website will be allocated 10 GB of storage space.
If you exceed the 10 GB of allocated storage space, we will inform you via email that your hosting bill will increase, and costs will be discussed at the time based on our host’s fees. We will give you 48 hours to see if you can decrease the excess storage and return to below 10 GB.
If you cannot decrease your storage, you will be billed accordingly for the next available package of either 20 GB or 50 GB. If you fail to pay the increased hosting costs, our hosts may turn your website off until the bill is paid and storage allocation is increased.
If your storage exceeds 50 GB, we can discuss a custom hosting plan.
If you know that before hosting with us that your site will exceed 10 GB, please let us know in advance.
Network downtime
Defined as the Customer’s hosted website being unable to be viewed or accessed through the Internet, caused by failure of network equipment managed and owned by Flywheel or WP Engine, excluding scheduled or emergency maintenance.
Scheduled maintenance
We would like to remind all Customers that Flywheel and WP Engine carry out periodic health and wellness maintenance to their servers and data centre facilities, generally labelled as Scheduled Maintenance. These actions are necessary and a vital aspect of web hosting, ensuring your site’s long-term uptime and reliability.
These actions sometimes cause periodic service disruption, which they avoid whenever possible. Generally, such actions are conducted at off-peak hours to avoid any noticeable impact of service disruption. We are notified before an action is taken, which we will notify customers of by email if deemed as a major disruption.
Emergency maintenance
This means any maintenance on the Flywheel or WP Engine network/servers that:
(a) in Flywheel or WP Engine’s sole discretion, is necessary to avoid an immediate threat to the Flywheel or WP Engine networks/servers or Customer’s server and
(b) of which the Customer is notified.
Flywheel and WP Engine maintain current backups of your site’s data daily. These backups are generally performed at 4:00 am UK time.
Fhoke cannot accept commercial responsibility for any data that is lost between these hours or for the failure of the Flywheel or WP Engine backup mechanism.
Fhoke will restore your site from a requested backup without charge.
Fhoke will not be held responsible for any damages your business may suffer from the services of Flywheel or WP Engine.
We do not constantly check the websites we host with Flywheel or WP Engine other than to run plugins, such as Wordfence, and external monitoring services, such as Google Search Console, to notify us of any website issues as and when these occur. Therefore, you, the Client, must also check that your website is operating as it should and notify Fhoke immediately if there are any issues.
We are not responsible for any claimed damages which may result from Flywheel or WP Engines web servers going offline or being unavailable for any reason. This includes damages which may result from the corruption or deletion of data. The Client agrees to indemnify, defend and hold Fhoke, its directors and employees harmless from any incidental, indirect, direct, special, exemplary, punitive or consequential damages whatsoever for loss of business profits, business interruption, loss of business information, or any other monetary loss arising out of the use of or inability to use our services, or the provision of or failure to provide services.
By accepting the proposal, the Customer accepts the fees we charge for hosting and that:
(i) their website will be built following the specification of servers that Flywheel or WP Engine provides
(ii) the server space will be set up accordingly
(iii) their website shall be hosted on servers with Flywheel or WP Engine
Website hosting commences and becomes chargeable once the server space has been set up and hosts a Customer‘s (development) web files. This is done before the website launch date as we need to create an area for the (test) site to be worked on.
Fhoke Limited invoices website hosting services annually. It is automatically renewed each year with an invoice sent 2-4 weeks before the renewal date.
Wire Transfers, Card Payments, Direct Debit or Standing Orders on annual website hosting renewals are accepted.
Late Payment of an account will lead to the following action being taken:
Costs are reviewed monthly based on traffic, data, and bandwidth usage. These costs will be increased if levels are deemed excessive.
For administration reasons, the official renewal date is set as the first day of the month in which the server space was originally set up, and web files added.
The Customer is free to cancel the hosting service at any time, and this should be done in writing or by email.
At the time of renewal, should the Customer no longer wish for Fhoke Limited to renew the hosting service, we request a minimum notice period of two weeks before the renewal date. If no notice is provided, it will be assumed that you wish the web hosting to be renewed and agree with the following year’s terms.
Should Fhoke Limited be informed after this notice period, this may lead to a delay in transferring web files to another hosting supplier. Fhoke Limited cannot be held liable for any loss (financial or otherwise) to the Customer any transfer delay may cause.
We may suspend any or all of your services where we have reason to suspect a violation of our terms and conditions whilst we investigate the suspected violation.
We may suspend your services where we have reason to suspect that a script installed on your site is being abused whilst we investigate the suspected abuse.
Fhoke will accept a request to cancel a web hosting account and give a partial refund (up to the value of 50%) of the hosting fee payable to the Customer if they cancel the web hosting service during the first six months of a hosting period, so long as:
(i) the cancellation is made in writing or by email
(ii) the cancellation is not made during the first year of hosting
Should a transfer of hosting service be requested, we are happy to package and send to you the website files (and database). Alternatively, we can upload directly to the alternative server space should this be preferred.
Following the web file transfer, we will remove the development web files from our server space.
The transfer (and removal) will incur an additional fee.
Fhoke Limited provides a reactive website monitoring service, separate from website hosting, for Clients who have chosen to pay for such services.
The cost of this option will be included in the initial proposal.
For Client’s that do not wish to take up a website monitoring package, any required web maintenance activity will be charged individually. The costs for this are listed below.
Although we endeavour to test our work thoroughly, some bugs may slip through the net.
Website bugs are fixed for free so long as you are:
If the code has been altered in any way, a charge will apply to fix the issue. A minimum charge of £120 (+ VAT where applicable) will be applied to investigate the issue, plus additional charges at our hourly rate of £120 (+ VAT where applicable) to make the fix.
If you are not hosting with us and have not paid for our annual support package separately, then a minimum charge of £120 (+ VAT where applicable) will be applied to investigate the issue, plus additional charges at our hourly rate of £120 (+ VAT where applicable) to make the fix.
In either circumstance, if a bug is found, please notify us as soon as possible, and we will endeavour to fix the issue within working hours, Monday to Friday.
For updates or adding new features, we can support the site in the future:
Customer website monitoring and technical support are provided by Fhoke Limited on a first-come, first-served “best-effort” basis. We aim to at least acknowledge, if not fully answer, all emails to our support address hello@fhoke.com within four working hours.
We aim to answer the phones during working hours, but in times of high demand or staff sickness, we may defer to an answering service where we promise to return all messages as soon as possible.
Fhoke Limited will assess all requests as one of the following and will aim to resolve them within the given times.
Urgent
An error that has caused the Website to be offline or be in such a state that it is causing the Client serious brand damage. Aim to resolve this within four working hours.
High
An error that is not deemed as “Urgent”. E.g. if a contact form is not triggering emails to the Client but still storing the submissions in the CMS. Aim to resolve this within one working day.
Normal
An error that inhibits typical user experience but does not directly result in a loss of website enquiries for the Client. Aim to resolve this within two working days.
Low
An error that is not inhibiting typical user experience. Aim to resolve this within five working days.
Fhoke Limited invoice website monitoring services annually. It is automatically renewed yearly with an invoice sent 2-4 weeks before the renewal date.
Wire Transfers, Card Payments, Direct Debit or Standing Orders on annual website hosting renewals are accepted.
The Customer is free to cancel the website monitoring service at any time, and this should be done in writing or by email.
At the time of renewal, should the Customer no longer wish for Fhoke Limited to renew the website monitoring service, we request a minimum notice period of two weeks before the renewal date. If no notice is provided, it will be assumed that you wish to renew the website monitoring service and agree with the following year’s terms.
A part refund (up to the value of 50%) of the website monitoring fee will be payable to the Customer if they cancel the website monitoring service during the first six months of a website monitoring period, so long as:
(i) the cancellation is made in writing or by email
(ii) the cancellation is not made during the first year of website monitoring
If you require a level of website monitoring and support outside our standard working hours, you can WhatsApp Message a nominated contact on your account up to 7 pm on a weekday and between 10 am and 4 pm on weekends, excluding English bank holidays.
This level of support will be limited to your nominated contact speaking with Flywheel or WP Engine via their live chat support to help with any server-related issues only.
Any bugs or code-related issues will be resolved within normal working hours and response times detailed previously if you have a standard website monitoring package with Fhoke.
As a fail-safe, we can also give you access to either Flywheel or WP Engine 24/7 live chat support for your site should it be outside these extended hours or you can’t get through to your nominated contact.
This extended SLA is limited to only certain customers and will be billed at an additional cost to the standard website monitoring package. These costs will be included in the initial proposal only if we agree to provide this service as part of your agreed proposal.
Should the Customer not wish for Fhoke Limited to provide any hosting service, they should inform Fhoke Limited as soon as possible.
We will always recommend a preferred server set-up, but it remains the responsibility of the Customer to ensure the alternative server will be set up correctly to host their website. Whilst we will work with the Customer to ensure all works smoothly, Fhoke Limited cannot be held responsible for any security or compatibility issues their website will face on an alternative server.
Although we can’t provide server maintenance which is your responsibility, we can help support the site’s maintenance on a third-party hosting provider with our website monitoring package as detailed above, so long as we have continued server access and the theme code hasn’t been altered by you, the Client.
The cost of this option will be included in the initial proposal if requested.
This service level agreement runs in conjunction with Fhoke Limited’s terms and conditions.