Cloud Hosting

Exclusions

Email configuration and technical support on your own devices. Consultation on how Internet or computer software works [we do offer training in some areas for an additional cost].

Unlimited bug fixes. General maintenance is included for those who we manage the hosting and maintenance for, and additional support is available according to package specifications. [Website bug fixes are not included if you host your site elsewhere or you manage your site yourself].

Issues resulting from 3rd party software conflict or failure, or a hack.

Backup Failure

MOG Media / Paradigm4 is not responsible for any backup failure and/or any related costs or damages. Although we check backups for integrity and failure we still urge all our clients to add remote and download backup options to ensure you maximise your redundancy options. ‘Things’ just happen with computers and it is always best to over-compensate.

Domain Names and Internet Software

If you have one of our hosting and maintenance packages your WordPress theme software is covered by us [this does not apply to self-managed options] but for all clients the renewal or purchase of domain names and site software are purchased in the client’s name directly. It is the client’s responsibility for managing those payments with the 3rd party sellers and making sure payments are up-to-date. We will outline what is required after we develop your site.

Intellectual Property

If a client used a theme the client may need to purchase their own version of the theme if they want to migrate their website elsewhere. These are minimal costs.

Email

We recommend using Microsoft 365, Exchange or Google Workspace for businesses if you want IMAP and don’t want to manage or download mail yourself. They are the most cost-effective professional solutions for mail storage long-term and provide ongoing support for you.

If you are looking to something smaller scale we are happy to assist you setting up your domain email inside a Gmail or Outlook account – but, we do not offer email storage and email accounts must be POP.  To use a multi-device access method in this instance you’d need to use Cloud based email platform such as Gmail. Note we do not offer device support. If mail cannot be set up or retrieved because your device is not working properly, you will need to resolve that first.

Spamming

We do not allow spam sending or large bulk mailouts from our servers.

Bandwidth / Storage

If backup GB or visits exceeds your plan amount you will need to upgrade to a higher plan. We will provide notification before storage becomes an issue.

Support

Support is tracked in 5 minute increments and resets on the 1st of January each year (no rollover). Each package has a designated amount of support hours which can be split across phone and email support, additional site maintenance support outside of regular inclusions and website updates.

When you exceed your included support hours, further hours must be purchased upfront. These can be purchased at a discount in different size blocks or single hours for $88. This rate is only for our hosting clients. Website software, programming etc., are charged at different rates.

Server Issues & Downtime

MOG Media / Paradigm4 is not responsible for the client’s website/email/cPanel downtime and/or any related costs, damages, for any period of time. We work closely and quickly with our ISP to resolve any issues but obviously cannot be held responsible for things which are out of our control. However, we have an excellent working relationship with our ISP and we always work attentively with our clients to resolve any matter as quickly as possible. Our provider is a top-tier Australian wholesale Cloud host network with the best reputation we have found. We have been with them for a long while and have not experienced an issue that was not resolved swiftly and professionally.

Phone & Email Support

Phone support is offered 10am to 6pm Monday to Friday apart from public holidays and the Christmas break. Please leave a voice message outlining your issue if we do not immediately answer your call. We will get back to you in a timely manner.

General support has a 24-48 hour turnaround, for emergency support is it best to call during work hours or text if after hours. Speed of response out of hours is related to the urgency of the situation and our immediate availability. But we will respond as quickly as possible.

Migrating a cPanel to us

We do not charge for this in most cases. We will need a current cPanel login to assess.

Migrating your cPanel away from us

We will provide the cPanel credentials you will need to migrate to your new hosting provider at no cost. We are not responsible for anything related to the cPanel – email, website, or otherwise – once you leave our hosting server. We can assist with migrations for our regularly hourly rate if assistance is required.

cPanel Access

We do not provide cPanel access unless you are migrating away from us. This is the best way to keep your website and email services safe.

Cancellation

All hosting services are paid upfront. You can cancel your services up to the day before renewal. No refunds for services paid upfront.

Failure to Pay

Account and all services will be suspended 35 days past payment date.

Site and services removed 67 days past payment date [non-retrievable].

Website Development

Website Payments

Our Website Packages require a 50% payment upfront and the remaining 50% payable prior to launch.

For larger developments we use a staging process for payments.

Intellectual Property

Design, film, photography and artwork we create remains our copyright no matter where your website is. But you are free to take your website anywhere and/or modify the website or any creative assets made for your website, as you see fit.

Website Admin Training

Training for website changes is included in some of our packages, alongside the provision of a manual to get you started. If training is not part of your package it can be purchased separately.

Bug Fixes

For those who host with us and have an ongoing maintenance package, standard website bug fixes are inclusive. This is simply part of our standard good maintenance practice.

Issues we cannot cover inclusively for our hosting clients, as no one could, are issues resulting from substantial 3rd party software conflict or failure, or a hack.

Website bug fixes are not included if you host your site elsewhere or you manage your site yourself. We don’t say this because we don’t want to help, but we cannot fix issues easily, or sometimes at all, when we do not manage the server. However, you are able to purchase support hours from us if you’d like our help, and we are very happy to assist where we are able.

Programming

Code / Programming Work

Ordering programming work with MOG Media/Paradigm4 covers only what is outlined in the quotation or SRS. Additional requirements must be quoted for separately. Conditions of the SRS will contain the details of the agreed work including items such as training and support.