Service Provider: D3 Network Ltd t/a D3 Creative
Registered Address: Broadstone Mill, Broadstone Road, Stockport, SK5 7DL
Effective Date: 5th February 2026
1. DEFINITIONS
1.1 In these Terms and Conditions:
"Service Provider" means D3 Network Ltd trading as D3 Creative
"Client" means the individual or organisation purchasing maintenance services
"Services" means the maintenance and support services as specified in the selected package (Base, Core, Plus, or Max)
"Website" means the Client's Statamic-based website covered under this agreement
"Business Hours" means Monday to Friday, 9:00am to 5:30pm GMT, excluding UK public holidays
"Contract Year" means each successive 12-month period from the Service Commencement Date
2. SERVICE PACKAGES
2.1 Base Package (£828 per annum)
12 Statamic CMS, Composer, and NPM updates per year (monthly)
Daily automated Ubuntu server security updates
Post-update compatibility fixes for Statamic core and its dependencies. Issues arising from custom code will be scoped as a separate billable project
The Base package does not include incident support, monthly support hours, CMS support, critical security patches outside the scheduled monthly cycle, proactive monitoring, CDN management, major version upgrades, or post-update reports. These services are available under the Core, Plus, or Max packages.
2.2 Core Package (£1,788 per annum)
12 Statamic CMS, Composer, and NPM updates per year (monthly)
Daily automated Ubuntu server security updates
CMS support via email during Business Hours
Post-update compatibility fixes for Statamic core and its dependencies. Issues arising from custom code will be scoped as a separate billable project
Major version upgrades are included for the duration of the plan
If critical or high-severity security patches are released for Statamic outside the scheduled monthly update cycle, they are applied as a priority, typically within one business day
Incident support with initial response within 72 business hours for issues outside of scheduled updates, including Statamic, hosting, and third-party service issues
Up to 1 hour per month of incident support (unused hours do not roll over)
2.3 Plus Package (£3,588 per annum)
12 Statamic CMS, Composer, and NPM updates per year (monthly)
Daily automated Ubuntu server security updates
If critical or high-severity security patches are released for Statamic outside the scheduled monthly update cycle, they are applied as a priority, typically within one business day
Post-update summary report detailing updates applied and vulnerabilities addressed
CMS support via email during Business Hours
Incident support with initial response within 48 business hours for issues outside of scheduled updates, including Statamic, hosting, and third-party service issues
Up to 2 hours per month of incident support (unused hours do not roll over)
Proactive monitoring to identify performance issues and potential problems before they impact your website
Major version upgrades are included for the duration of the plan
2.4 Max Package (£7,188 per annum)
12 Statamic CMS, Composer, and NPM updates per year (monthly)
Daily automated Ubuntu server security updates
If critical or high-severity security patches are released for Statamic outside the scheduled monthly update cycle, they are applied as a priority, typically within one business day
Post-update summary report detailing updates applied and vulnerabilities addressed
CMS support via email during Business Hours
Incident support with priority response within 2 business hours for issues outside of scheduled updates, including Statamic, hosting, and third-party service issues
Up to 4 hours per month of incident support (unused hours do not roll over)
Proactive monitoring to identify performance issues and potential problems before they impact your website
Management of your CDN including caching rules, security configuration, and regular monitoring
Major version upgrades are included for the duration of the plan
Server patches are applied via automated daily security update processes across all packages. Updates are only applied when available from Ubuntu's security repositories.
3. CONTRACT TERM AND PAYMENT
3.1 Initial Term
All packages require a 12-month minimum commitment from the Service Commencement Date.
3.2 Payment Terms
All packages are billed annually in advance via GoCardless Direct Debit. Simply pay online to start your annual subscription.
3.3 Renewal
This agreement will automatically renew for successive 12-month periods unless either party provides written notice (email accepted) of non-renewal at least 60 days before the end of the current Contract Year. Alternatively, cancelling your Direct Debit via GoCardless or your bank will prevent automatic renewal, though written notice is preferred to ensure clear communication and avoid any confusion.
GoCardless will appear on your bank statement. You may cancel this Direct Debit at any time by contacting GoCardless or your bank. Your payments are protected by the Direct Debit Guarantee. Note: Cancelling your Direct Debit during your current Contract Year does not affect your paid service period.
3.4 Price Reviews
The Service Provider reserves the right to review and adjust pricing annually. Any price changes will be communicated at least 60 days before renewal, and the Client may choose not to renew at the revised rate.
3.5 Non-Refundable
All payments are non-refundable. Services will remain available for the remainder of the Contract Year should the Client wish to continue receiving maintenance.
4. SCOPE OF SERVICES
4.1 Included Services
The Service Provider will provide the services specified in the Client's selected package as detailed in Section 2.
4.2 Incident Support Scope
Incident support (Core, Plus, and Max packages only) covers issues arising outside of scheduled updates, including:
Issue resolution and platform troubleshooting
Hosting provider issues
Third-party service issues (payment gateways, CRMs, APIs, connected services)
Where an issue involves an external vendor, the Service Provider will handle communication and coordination on the Client's behalf. Resolution times vary depending on the complexity of the issue, particularly where external vendors are involved.
4.2a Monthly Support Hours
The Core, Plus, and Max packages each include a monthly allocation of incident support hours as specified in Section 2 (Core: 1 hour, Plus: 2 hours, Max: 4 hours). The Base package does not include any incident support hours. Unused hours do not roll over to subsequent months. If an issue requires time beyond the monthly allowance, it will be assessed, scoped, and quoted as a separate project at a rate of £125 per hour.
4.3 Excluded Services
The following are explicitly excluded from all packages and will be quoted separately:
New feature development
Custom functionality additions
Website redesigns or significant layout changes
Content updates or copywriting
SEO services
Training
Third-party service subscription costs
Domain and SSL certificate fees
Refactoring due to deprecated legacy code
4.4 Business Hours Support
All support is provided during Business Hours only (Monday-Friday, 9:00am-5:30pm GMT, excluding UK public holidays). The Service Provider does not offer 24/7 or out-of-hours support. Requests received outside Business Hours will be addressed on the next Business Day.
4.5 Response Times
Response times apply to Core, Plus, and Max packages only. The Base package does not include incident support or guaranteed response times.
Core: Initial response within 72 business hours
Plus: Initial response within 48 business hours
Max: Priority response within 2 business hours during Business Hours
4.6 Server Patching
Server security updates are managed through automated daily patching systems across all packages. Updates are applied automatically when available from Ubuntu's official security repositories. Manual intervention is included if automated updates fail or require specific configuration.
5. POST-UPDATE FIXES
5.1 Post-update fixes cover standard compatibility issues for Statamic core and its dependencies. If custom code breaks as a result of an update, this will be assessed, scoped, and quoted as a separate billable project.
5.2 Issues arising from deprecated legacy code requiring any refactoring will be assessed and scoped separately.
6. CLIENT RESPONSIBILITIES
6.1 Access
The Client must provide and maintain:
Server access credentials (SSH, control panel)
CMS administrator access
Access to third-party services (CDN, APIs, payment gateways) where applicable
Any other access required to perform the Services
6.2 Backups
The Service Provider maintains backups for disaster recovery purposes only. These are not guaranteed and clients remain responsible for maintaining their own independent backups of their Website and data.
6.3 Hosting Environment
The Client is responsible for procuring and paying for their own hosting environment. The Service Provider will advise on minimum hosting requirements and manage/maintain the hosting environment remotely, but does not provide or pay for hosting services. If the hosting environment is found to be inadequate for safe maintenance, the Service Provider reserves the right to recommend hosting upgrades before proceeding with updates.
6.4 Third-Party Services
The Client is responsible for procuring, paying for, and maintaining subscriptions to all third-party services (CDN, payment gateways, APIs, etc.). Monitoring tools used by the Service Provider to deliver the Services are provided at no additional cost to the Client. The Service Provider will manage and maintain third-party services as part of the selected package but is not responsible for their costs or availability. The Client is responsible for compliance with all third-party service terms and conditions.
6.5 Communication
The Client must respond to Service Provider communications within a reasonable timeframe, particularly when action or approval is required.
6.6 Site Compatibility
The Client acknowledges that their Website must be running a current or recent version of Statamic to qualify for maintenance services. Sites more than one major version behind may require an upgrade project before maintenance services can commence.
7. TERMINATION
7.1 Early Termination by Client
If the Client wishes to terminate this agreement before the end of the Contract Year, they must provide written notice. No refund will be provided for unused services.
7.2 Termination by Service Provider
The Service Provider may terminate this agreement with immediate effect if:
The Client breaches any material term of this agreement
The Client engages in abusive or threatening behaviour towards Service Provider staff
The Client uses the Website for illegal purposes
7.3 Effect of Termination
Upon termination:
All Services will cease
The Service Provider will provide reasonable assistance with transition if required at £125/hour
Access credentials will be revoked after a reasonable handover period
8. LIMITATION OF LIABILITY
8.1 Service Level
The Service Provider will perform all Services with reasonable skill and care expected of a professional web development agency.
8.2 Limitation
The Service Provider's total liability under this agreement shall not exceed the total fees paid by the Client in the current Contract Year.
8.3 Excluded Liability
The Service Provider shall not be liable for:
Loss of profits, revenue, or business opportunity
Loss of data (Client is responsible for backups)
Indirect or consequential losses
Issues arising from third-party services or hosting providers outside the Service Provider's control
Downtime caused by hosting provider failures
Issues caused by the Client or third parties
Force majeure events
Costs of third-party services (hosting, CDN, APIs, etc.)
Security breaches or hacking attacks (Client responsible for their own security beyond scheduled maintenance)
Performance issues caused by Client's content, traffic spikes, or hosting limitations
8.4 Website Availability
Whilst the Service Provider will use reasonable endeavours to maintain Website stability and performance, no uptime guarantee or SLA is provided. The Core, Plus, and Max packages include incident response during Business Hours, with response times varying by package (see Section 4.5), but this does not guarantee zero downtime. The Base package does not include incident response.
9. INTELLECTUAL PROPERTY
9.1 Existing IP
All intellectual property rights in the Website and its content remain the property of the Client.
9.2 Tools and Methods
The Service Provider retains all rights to tools, methodologies, code libraries, and any custom code created during the provision of Services. The Client receives a non-exclusive licence to use such code for their Website.
9.3 Third-Party Software
Statamic CMS and other third-party software are subject to their respective licence agreements.
10. CONFIDENTIALITY
10.1 Both parties agree to keep confidential any proprietary or sensitive information disclosed during the provision of Services.
10.2 This obligation does not apply to information that:
Is publicly available
Was known before disclosure
Is required to be disclosed by law
11. DATA PROTECTION
11.1 Both parties will comply with applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.
11.2 The Service Provider will process personal data only as necessary to provide the Services and in accordance with the Client's instructions.
11.3 The Service Provider maintains appropriate technical and organisational measures to protect data security.
12. FORCE MAJEURE
12.1 Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including but not limited to natural disasters, war, terrorism, strikes, or failure of third-party infrastructure.
13. GENERAL PROVISIONS
13.1 Entire Agreement
These Terms and Conditions, together with the Client's selected package details and any proposal or quotation, constitute the entire agreement between the parties.
13.2 Amendments
Any amendments to this agreement must be made in writing and signed by both parties.
13.3 Assignment
The Client may not assign or transfer this agreement without the Service Provider's written consent.
13.4 Waiver
Failure to enforce any provision of this agreement does not constitute a waiver of that provision.
13.5 Severability
If any provision is found to be invalid or unenforceable, the remaining provisions shall remain in full effect.
13.6 Notices
All notices must be in writing and sent via email.
13.7 Governing Law
This agreement is governed by the laws of England and Wales, and both parties submit to the exclusive jurisdiction of the English courts.
14. ACCEPTANCE
By purchasing a maintenance package, making payment, or signing a proposal that references these Terms and Conditions, the Client acknowledges that they have read, understood, and agree to be bound by these terms.
D3 Network Ltd t/a D3 Creative
Broadstone Mill, Broadstone Road, Stockport, SK5 7DL
Last Updated: 23rd March 2026