Atelic Digital Last Updated: May 2026

By completing payment through Atelic Digital’s payment portal, you confirm that you have read, understood, and agree to be bound by these Terms of Service. These Terms govern the ongoing website management services provided by Atelic Digital to you as a client.

1. Service Plans

Atelic Digital offers two website management plans. Your active plan is determined by the service selected at the time of payment. All sections of these Terms apply to both plans unless marked otherwise.

Managed Plan Includes Australian-based hosting managed by Atelic Digital, weekly maintenance, security and performance management, and monthly change credits.

Management Plan Includes weekly maintenance, security and performance management, and monthly change credits. The client supplies and is responsible for their own hosting environment. Atelic Digital will liaise with your hosting provider on site-related matters as outlined in Section 4.

2. Hosting and Infrastructure

Managed Plan only

• Your website is hosted on fast, secure Australian infrastructure managed by Atelic Digital, with over 1,000 websites under active management.
• 24/7 uptime monitoring and site availability checks are conducted to ensure your website remains online and accessible at all times.
• Automated monitoring tools are in place to detect and flag downtime, performance degradation, and infrastructure-level issues as they occur.
• SSL certificate management and renewal is handled by Atelic Digital for the duration of your active plan.

3. Client-Managed Hosting

Management Plan only

Where the client maintains their own hosting environment, the following applies.

3.1 Liaison with Your Hosting Provider Atelic Digital will act as your point of contact with your hosting provider for all issues relating to website functionality, server configuration, and site-level performance. We will communicate directly with your provider on your behalf to diagnose and resolve issues that fall within their scope of responsibility.

3.2 Access Requirements To carry out management services effectively, the client must provide Atelic Digital with full administrative access to their hosting environment prior to the commencement of services. This includes hosting control panel access, FTP or SFTP credentials, and any relevant server-level credentials. Services cannot be guaranteed where access is incomplete or withheld.

3.3 Server Issue Notification Where Atelic Digital identifies a server-level issue affecting your website, we will notify you promptly and, where applicable, liaise with your hosting provider directly to escalate and resolve the matter.

3.4 Limitation of Liability for Client-Managed Hosting Atelic Digital is not liable for website downtime, data loss, performance issues, or service interruptions that originate from the client’s hosting environment. Delays in resolution caused by an unresponsive hosting provider or restricted access are outside Atelic Digital’s control and do not constitute a failure of service on our part.

4. Weekly Managed Maintenance

All maintenance is conducted on a structured weekly cycle. This is not ad hoc or on-request. Each week, Atelic Digital will apply WordPress core updates, apply all licensed plugin and theme updates, run post-update validation checks to detect critical failures early, and confirm that caching and performance optimisation remain correctly configured.

Rollback Protocol If a fatal error is detected following any update, Atelic Digital will immediately roll back the site to its last stable state, freeze the problematic update, and provide a written summary of the issue. We will not leave a site in a failed state.

Plugin Conflict Notice No update process can entirely eliminate the risk of plugin conflicts, particularly where multiple third-party components operate together. Where a conflict is identified following a routine update, Atelic Digital will conduct initial triage to determine whether the issue is infrastructure, configuration, or application-level. Code-level resolution constitutes development work and will be quoted separately.

5. Security and Performance

The following is maintained on an ongoing basis for all active clients.

• Automated daily backups stored securely for recovery in the event of data loss or site failure.
• Security hardening and best-practice server configuration actively maintained throughout the engagement.
• Malware scanning and removal services.
• Security and firewall protection.
• Speed and caching optimisation kept correctly configured at all times.
• Annual configuration and environment review to assess the hosting stack and recommend improvements.

6. Monthly Change Credits

6.1 Included Credits Each active plan includes 10 change credits per calendar month. Credits reset at the start of each billing cycle. Unused included credits do not roll over to the following month.

6.2 Credit Tiers Change requests are assessed against the following tiers at Atelic Digital’s reasonable discretion.

6.3 Requests Exceeding Monthly Credits Where a request would exceed your remaining monthly credit balance, Atelic Digital will notify you before proceeding. You may elect to purchase a top-up pack or defer the request to the following month.

6.4 Top-Up Credit Packs Additional credits are available for purchase at any time. A pack of 10 credits is available at $150 AUD. Purchased top-up credits do not expire and carry over month to month until used.

6.5 Credits Do Not Apply To Change credits cover minor content and layout updates only. The following are classified as development work and are not deducted from your credit balance. They require a separate quote.

• Creation of new page sections, full page redesigns, or new templates
• Editing or modifying plugin or theme code
• Debugging compatibility issues caused by custom code or third-party modifications
• Feature development or new functionality builds
• API integrations
• CMS migrations or platform changes

7. Emergency Response

7.1 What Constitutes an Emergency An emergency is defined as any issue that critically affects website functionality or directly prevents a visitor from contacting your business or completing a conversion. This includes:

• Website completely down or inaccessible
• Call-to-action buttons or links returning 404 errors
• Contact forms or enquiry forms not submitting
• SSL certificate expired, causing browsers to display a security warning to visitors
• Payment or booking integrations completely non-functional
• Website admin access lost or locked out
• Website defaced, hacked, or serving malicious content
• Critical redirects broken, causing core pages to return errors
• Email notifications from forms not delivering
• Mobile version of the website completely broken or unviewable

Cosmetic issues, design preferences, copy changes, and non-critical requests do not qualify as emergencies regardless of how they are described.

7.2 Response Commitment Atelic Digital will respond to confirmed emergency requests within 12 hours of notification. Response means active investigation and direct communication with you regarding the issue. Resolution time will vary depending on the nature and complexity of the issue and is not guaranteed within the 12-hour window.

7.3 Emergency Requests Are Outside Credits Emergency response is not deducted from your monthly change credits. Emergency work is treated as a priority operational matter and handled separately from standard change requests.

7.4 How to Submit an Emergency Request Emergency requests must be submitted through the Atelic Digital client portal in LaunchBay or via the helpdesk. Please mark the request clearly as an emergency so it is prioritised appropriately.

8. Submitting Change Requests

All change requests, including standard updates and emergency notifications, must be submitted through the Atelic Digital client portal in LaunchBay or via the helpdesk. Requests submitted through other channels, including email or SMS, cannot be guaranteed to be actioned within standard timeframes and will be redirected to the portal.

9. Domain Management and Licences

9.1 Domain Responsibility The client is solely responsible for managing and renewing their domain name. Atelic Digital does not manage domain renewals on the client’s behalf. An expired domain will cause the website to go offline and is outside Atelic Digital’s scope of responsibility.

9.2 Plugin and Theme Licences – Websites Built by Atelic Digital Where Atelic Digital has built the client’s website, all required plugin and theme licences are covered under the active management plan for the duration of the engagement.

9.3 Plugin and Theme Licences – Websites Transferred to Atelic Digital Where a client is transitioning management of an existing website to Atelic Digital, the client is responsible for supplying valid, active licences for all premium plugins and themes in use on the site prior to the commencement of services. Atelic Digital will notify the client of any licence requirements identified during onboarding.

10. Intellectual Property

10.1 Your Content Once all invoices are paid and your account is in good standing, you own the front end of your website. This includes your specific text, images, logos, and the layout built for you.

10.2 Background IP To keep our services efficient and consistent, Atelic Digital uses a library of proprietary tools and systems. This includes custom management scripts, server configurations, and internal processes developed by Atelic Digital. While you own your website’s content, Atelic Digital retains full ownership of these underlying tools and systems. This ownership transfers to any successor or assignee of Atelic Digital in the event of a business sale or transfer.

10.3 Licence to Use Atelic Digital grants you a non-exclusive licence to use its proprietary tools and infrastructure for as long as you remain an active client. If you choose to move to another provider, your content leaves with you. Atelic Digital’s proprietary management tools remain with Atelic Digital.

10.4 Portfolio and Showcase Rights Atelic Digital retains the right to display your website as part of its portfolio and marketing materials, including on its website, social media, and in client-facing presentations. If you prefer your project not to be included, please notify us in writing and we will respect that preference.

11. Limitation of Liability

11.1 Cap on Liability In the event of a service failure, Atelic Digital’s total aggregate liability to you for any claims or damages, whether in contract or negligence, is limited to the total fees paid by you in the six months immediately preceding the event giving rise to the claim.

11.2 No Indirect Losses Under no circumstances is Atelic Digital liable for consequential or indirect losses. This includes lost profits, lost business revenue, missed sales opportunities, loss of data, or business interruptions, even where Atelic Digital was aware such losses might occur.

11.3 Data Safety While Atelic Digital provides daily automated backups as part of the service, we recommend that you maintain a local copy of your most important business data as an additional safeguard.

12. Third-Party Service Outages

Atelic Digital is not liable for website downtime, performance issues, or service interruptions caused by third-party providers outside our direct control. This includes hosting infrastructure providers, domain registrars, DNS providers, content delivery networks, payment gateways, and any third-party plugins or integrations. Where a third-party outage is identified, Atelic Digital will notify you and, where possible, liaise with the relevant provider to assist in resolution.

13. Business Continuity and Assignment

13.1 Right to Assign This agreement is assignable by Atelic Digital to any person or entity who acquires substantially all of its business or assets, without requiring the client’s prior written consent, provided the services to the client remain substantially the same following the assignment. Atelic Digital will provide 30 days written notice prior to any such transfer taking effect. Your rights under these Terms are fully preserved through any transition.

13.2 Successors and Assigns These Terms are binding upon and inure to the benefit of both parties and their respective successors and permitted assigns. Any successor or acquirer of Atelic Digital is bound by the same obligations and service standards set out in these Terms.

13.3 Hosting and Infrastructure Transferability All client hosting arrangements, billing authority, and managed service records are maintained in a centralised account structure designed to transfer cleanly in the event of a business sale or succession. Client sites, backups, and configuration records are not tied to any individual employee or personal account.

14. Offboarding

Upon cancellation of services with the required notice period observed, Atelic Digital will prepare and deliver the following within 14 days of the final service date.

• A full export of your website files and database
• All login credentials and access details held by Atelic Digital on your behalf
• A configuration summary to assist your incoming provider

Any additional work required to facilitate the transition beyond standard file and credential handover will be quoted separately. Atelic Digital is not responsible for the actions or inactions of any third party engaged after the offboarding is complete.

15. Governing Law

These Terms of Service are governed by the laws of Victoria, Australia. Any disputes arising under these Terms are subject to the exclusive jurisdiction of the courts of Victoria.

By completing payment through Atelic Digital’s payment portal, you confirm that you have read, understood, and agreed to these Terms of Service.