Care-plan terms

1. Who and what

These terms are between Pinlight (Cameron Zic, Ottawa, Ontario, “we”) and the business that subscribes to a care plan (“you”). They apply together with your website contract. If they conflict, the signed contract wins. Care plans are for businesses: by signing up, you confirm you’re acting for business purposes. We send you these terms with your quote, and you confirm you’ve read them before the plan starts.

2. The plans

Every plan includes hosting, HTTPS, a content delivery network, automated uptime monitoring every minute, daily backups kept 30 days, security and dependency updates, and a monthly plain-language report. Growth adds a monthly SEO and Search Console report, Google Business Profile updates and a quarterly AI-search, speed and accessibility check. Priority Partner adds a monthly strategy call, a quarterly conversion review and priority scheduling. The website itself is a separate, one-time build price set out in your website contract before work starts. The care plan adds no setup fee or other charges beyond its monthly price and HST/GST.

3. Business hours

Business hours are Monday to Friday, 9 a.m. to 5 p.m. ET, excluding Ontario statutory holidays. Response and change windows count business hours only. Automated monitoring runs around the clock; people respond during business hours. We may choose to help outside business hours, but don’t promise to.

4. What “down” means

Your site is down when monitoring finds that its home page doesn’t load, returns a server error, or shows signs of compromise (for example defacement or injected spam), confirmed from at least two monitoring locations over at least 2 consecutive checks. A slow page, a broken image or a typo is not “down”; those are changes.

5. Response time and fix time

Response means a person at Pinlight has acknowledged the incident and started working on it. The response window starts when monitoring raises the alert, or when you report the problem by phone or text, whichever is earlier; if that happens outside business hours, the window starts at the beginning of the next business-hours period. Fix time depends on the cause and is not guaranteed; we keep you informed until it’s resolved and send a short written summary afterwards. Where a recent change caused the problem, our first step is usually to roll back to the last working version.

6. What outage response covers, and what it doesn’t

Covered: outages and security incidents on the hosting and site we manage.

Not covered by the response window (we’ll still help as soon as we reasonably can):

• outages at third parties we don’t control, such as your domain registrar, email provider, Google, Calendly, payment processors or a regional internet outage;
• problems caused by changes made by you or someone you engaged, outside our process;
• ordinary changes and content updates, which follow the change windows in section 2;
• events beyond reasonable control (force majeure), such as widespread infrastructure failures, natural disasters or actions of authorities.

7. Change hours

Requests by phone, text or email during business hours start the change window. Included time is counted in 15-minute blocks. A small change is one that takes 30 minutes or less, such as updating text, a price, your hours, a photo or a menu item. Unused hours don’t roll over to the next month. Work beyond your included time is $65 an hour, and we quote it before starting; nothing is billed without your OK.

8. Service credit if we miss a response window

If we miss your plan’s outage response window, you get a credit of 25% of that month’s plan fee per missed incident, up to 100% of that month’s fee, applied to your next invoice. Ask within 30 days of the incident.

9. Billing

Plans are billed monthly in advance, or yearly in advance. Paying yearly gives you two months free (you pay for 10 months, get 12). Prices are in Canadian dollars; HST/GST is added as required by law.

10. Price changes

We may change plan prices with at least 60 days’ written notice. You can cancel before the new price applies.

11. Term and cancellation

After launch, plans are month to month. Either of us can cancel with notice before the next billing date; the plan runs to the end of the period already paid. Yearly plans: if you cancel, we refund the unused full months.

12. If you leave: your site and your domain

• Your domain is registered in your name. It stays yours; we hand over any access we hold.
• Within 10 business days of your request, we provide a handover package: the site’s files, any database export, your content and images, and the account access you need to move to another host.
• Hosting we provide continues until the end of the paid period. Backups we hold are deleted within 30 days after that.
• Ownership of the custom work is as set out in your website contract: assigned to you once the build is paid in full.

13. Your part

Keep your contact details current so we can reach you during an incident, don’t share account passwords by email, and tell us before you or anyone else changes the site’s code or hosting.

14. Limitation of liability

To the extent the law allows, our total liability under a care plan is limited to the plan fees you paid in the 12 months before the event, and we’re not liable for indirect or consequential loss such as lost profits. This limit doesn’t apply to fraud, intentional fault or gross fault, and nothing here limits liability that the law doesn’t allow to be limited.

15. Privacy

We handle personal information on your site and accounts only to provide the service, under the privacy policy and the data processing terms in your contract.

16. Language

For clients in Quebec, these terms are provided in French first; the parties may then, at their express wish, choose to be bound by the English version. Pour les clients du Québec, les présentes conditions sont d’abord remises en français.

17. Governing law

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there. For clients in Quebec, the mandatory rules of Quebec law still apply, including the Charter of the French Language and Quebec’s privacy law.