No Trees Website Maintenance and Support Policy
This policy outlines the maintenance and support services provided by No Trees for various website platforms including Joomla, WordPress, Shopify, and more.
1. Definition of Maintenance
"Maintenance" refers to the ongoing support of your website to ensure it remains up to date and functions effectively, utilising the allocated hours per month. This service does not cover major development work.
2. Included Maintenance Services
Maintenance includes core software upgrades relevant to the specific platform versions, such as:
- Joomla: Upgrades from versions (e.g., 3.x to the latest patch versions) until they reach end-of-life status.
- WordPress: Upgrades to the latest minor and security releases for supported versions (e.g., from 5.8 to 5.8.1, etc.).
- Shopify: Regular updates to themes and apps, ensuring compatibility with the latest Shopify features and security protocols.
- Other platforms may have similar maintenance and upgrade procedures tailored to their specific requirements.
3. Priority of Updates
Updates will be addressed in order of maintenance requests. Minor updates are typically completed within 24 hours, excluding weekends or holidays.
4. Time Tracking
Time spent on completing updates or addressing support requests will be tracked, with a minimum charge of 30 minutes per request. On-site visits will incur a one-hour call-out fee, plus a minimum of 30 minutes for actual time spent.
5. Client Responsibilities
While we strive for accuracy in our updates, it is the client's responsibility to review all changes and inform us promptly of any necessary adjustments.
6. Development vs. Maintenance
We differentiate between "updates" and "new development." The 24-hour completion window does not apply to new development projects, which will be handled on a separate timeline and may incur additional costs based on your maintenance plan. Large projects will not be divided into small tasks that span across multiple months.
7. Communication of Updates
Maintenance requests should be submitted electronically via our support portal at
8. Support Portal Access
Maintenance customers will receive access to our support portal for inquiries, which is monitored regularly, including weekends. Providing detailed information in your communication can help us serve you more efficiently.
9. Payment Terms
All maintenance plans require advance payment. Cancellations must be communicated via email to
10. Monthly Hours Policy
Unused hours from a monthly plan do not carry over to the following month unless previously agreed upon. These hours are earmarked for your use during the current month.
11. No Refunds for Unused Hours
There will be no discounts or refunds for months when no updates are made. We reserve your time for maintenance whether utilised or not.
12. Third-Party Components
Your website may utilise third-party components (e.g., analytics, feeds). We do not control the functionality of these third-party sites and cannot be held liable for lost data or functionality.
13. Hosting and Expenses
Hosting, site plugins, themes, and software subscriptions are not included in our monthly or annual support plans and are the customer's responsibility. Any related costs incurred for these items will be the responsibility of the client.
14. Liability Disclaimer
No Trees is not liable for any failures related to software, plugins, or hosting services. We cannot guarantee uptime or the prevention of site downtime. Although we actively monitor and support your website, any issues arising from these external elements are beyond our control.
15. Client Testing Responsibility
It is the client's responsibility to regularly test their own website to ensure functionality and performance. This includes checking for broken links, usability, and compatibility with various devices and browsers.
16. Security Scanning and Malware
While No Trees will conduct regular security scans on your website to identify potential vulnerabilities, we are not responsible for removing malware or any other security threats. The client will be responsible for addressing any security issues that may arise.
17. Password and Login Security
Any sharing of passwords and login credentials should only occur via secure methods. Clients are advised to use secure password management services to safeguard sensitive information.
18. Client Data Security
We are committed to maintaining the security and confidentiality of your data in accordance with relevant legislation. However, it is the client's responsibility to ensure proper data backup measures are in place. We recommend conducting regular backups, especially before any planned updates or changes. Keeping local and off-site backups can also enhance data security.
19. Scheduled Maintenance
We recommend scheduling regular maintenance windows to carry out updates and improvements to minimise impact on your website's functionality. Any significant updates will be communicated in advance, and clients should be prepared for possible temporary disruptions.
20. Performance Monitoring
Clients are encouraged to monitor website performance regularly. We recommend tools that track website speed, uptime, and overall performance to ensure that the website functions optimally. Regular assessments can help identify issues before they affect user experience.
21. Policy Authority
This policy governs the maintenance and support services offered by No Trees. It is designed to provide clarity on roles, responsibilities, and expectations for both No Trees and our clients.
22. Policy Amendments
We reserve the right to modify this policy at any time to ensure it remains relevant and applicable to the services we provide. Clients will be notified of any significant changes that may affect their maintenance agreement.
For any questions regarding this policy or our services, please feel free to contact us via our support portal at