WebMonster Managed terms

1. Purpose and scope of the subscription

1.1. WebMonster Managed provides managed WordPress services, including web hosting and email. These terms supplement the General terms and conditions, the order and the features communicated at the time of purchase.

1.2. Each subscription covers one WordPress website. Managing another website requires another Managed subscription. Staging environments are not additional production websites.

1.3. Managed includes the Business Cloud Hosting (BCH) Core plan, with that plan’s features and resources communicated at purchase, plus Managed’s additional features. For Enterprise, the hosting features agreed in the individual contract take precedence. Managed is not provided on other providers’ hosting. The domain may remain registered with another provider.

1.4. Hosting is governed by the Hosting terms, and email, including the relay for website notifications, by the Email terms. These terms specify the additional technical management features included in Managed.

1.5. The Customer may upgrade their website’s hosting to a higher BCH plan, such as Pro or Max, paying only the price difference from Core for the same billing period. Before confirmation, the selected plan, recurring supplement, effective date and, where applicable, pro-rata amount for the remaining period will be stated. The upgrade does not change the Managed management plan or add websites to the subscription.

2. Plans and common features

2.1. All plans include an initial review and setup, update management, monthly security and performance reviews, virtual patching, malware removal, restoration assistance, specialist WordPress support and the small technical adjustments in section 5. The Customer has a designated technician and receives a monthly report on the work carried out and the website’s condition.

2.2. Simple includes reactive handling of enquiries and incidents. It does not include the continuous proactive monitoring offered by Business and Enterprise. Its routine updates are performed directly on the live site, with checks afterwards.

2.3. Business adds higher support priority, automatic monitoring every sixty seconds and proactive action on detected incidents, a quarterly review meeting, custom error pages and a status page. It allows the staging update process in section 4.3 to be selected.

2.4. Enterprise has the highest support priority and an individual contract specifying its features and SLA. Its scope includes monthly guidance and is tailored to the project in areas such as critical-process monitoring, recovery testing, enhanced backups and integrations. Custom commitments, procedures and compensation are those agreed in writing with each Customer.

2.5. Automated checks are configured for the elements covered by the plan. A page responding does not establish that all its functions work correctly. Enterprise’s critical journeys, such as forms or purchases, will be agreed with the Customer. Continuous monitoring does not mean permanent human supervision of every user action.

3. Getting started and initial setup

3.1. The initial technical review takes place when the service starts and is not a pre-purchase assessment requirement. The Customer will provide the necessary access and information. Standard migration of the website and email to WebMonster is included under the relevant service terms.

3.2. Initial setup includes updating an outdated website and removing any malware present at the time of purchase. It also covers the fixes and configuration included in Managed. The review findings and work performed will be recorded in the first monthly report.

3.3. Complex repairs, rebuilding functionality or fixing bespoke code beyond the small adjustments in section 5 require a WebMonster Pros hour package. WebMonster will explain the problem and additional work before carrying it out or incurring a charge.

3.4. If out-of-scope work is needed to continue an included Managed task, WebMonster will explain the dependency, risks and available alternatives. The Customer decides whether to purchase that work; meanwhile, WebMonster will continue the services it can perform and apply the necessary protective measures within the service.

4. Updates and compatibility

4.1. WebMonster performs at least two rounds of WordPress, plugin and theme updates per month. It checks the results and addresses incidents arising from the work, by fixing or reverting changes where appropriate. If an update has a known incompatibility, requires a licence or awaits the approval described in section 4.3, WebMonster will inform the Customer and coordinate the necessary measures before applying it.

4.2. Security patches are prioritised according to risk, without necessarily waiting for routine update rounds or guaranteeing immediate application in every case. All plans include a virtual patching tool that can apply protections against certain vulnerabilities while an update is being prepared or awaited. It does not indefinitely replace software updates or guarantee complete protection against every vulnerability.

4.3. In Business and Enterprise, the Customer can choose between updates directly on the live site and prior testing on a copy of the site (staging). If staging is selected, WebMonster will test the updates and request confirmation before applying changes to production. Silence is not authorisation. The selected approach and any changes to it will be documented through a support request or email.

4.4. While confirmation is pending, routine updates prepared in staging will not be published. WebMonster will explain relevant risks of postponing them. If a security emergency cannot wait, it may take necessary containment measures under section 9.3 and inform the Customer. Delay does not authorise routine changes outside the chosen process.

4.5. Testing and production deployment will be carried out with a view to preserving current website data, including orders, registrations and content created since the staging copy. Checks reduce incompatibility risk but do not guarantee detection of every error in every plugin, theme or integration.

4.6. PHP versions and their withdrawal are governed by the Hosting terms. Managed includes updates and adjustments within its scope to prepare the website; adaptation or replacement of complex custom development will be assessed through Pros. The Customer will keep any software licences they must provide valid and cooperate where an incompatibility requires a decision on functionality or providers.

5. WordPress support and included small adjustments

5.1. Support includes investigating incidents involving the website’s WordPress installation, plugins, themes and integrations, reviewing configuration and helping the Customer use their tools. Where necessary and possible, WebMonster will contact the provider’s support on the Customer’s behalf to resolve the incident.

5.2. Small, limited and clearly defined technical tasks are included, generally taking less than half an hour and achievable from within WordPress. Examples include changing a plugin setting, investigating an isolated error or helping adjust a button’s appearance. They may include small PHP, JavaScript or CSS changes where appropriate to resolve the request.

5.3. Half an hour is an indicative reference, not an automatic limit on each intervention or a time allowance. Classification depends on the task’s scope and complexity. Hosting’s development exclusions do not exclude these small adjustments expressly included in Managed.

5.4. Creating, uploading or modifying content on the Customer’s behalf, such as text, images, posts, pages or products, is not included. Guidance on making those changes is included. Redesigns, full installation and configuration of new complex functionality (such as ecommerce), and ongoing bespoke development are also excluded. A project of that scope cannot be split into small requests to bring it within the service.

5.5. Work beyond Managed requires a WebMonster Pros hour package, with prior information and the Customer’s acceptance. Tasks for the Managed website benefit from higher priority and time recorded per task in fifteen-minute blocks, rounded up under the Pros terms.

5.6. If additional work is identified during an intervention, WebMonster will explain it before continuing with that paid work. Work performed as included will not be retrospectively billed through Pros, nor will remedies for WebMonster’s own breaches be charged separately. Some errors may depend on a fix from the software developer or changes requiring the Customer’s decision.

6. Support hours, priorities and emergencies

6.1. Standard support hours are Monday to Friday, 09:00–17:00 mainland Spanish time, excluding Madrid public holidays. Routine enquiries and requests received outside these hours may be handled in the next support period.

6.2. Incidents and emergencies affecting the covered website are handled twenty-four hours a day, every day, including weekends and public holidays, on every Managed plan.

6.3. To activate emergency support, the Customer must open a support request through the customer area and select the highest or Emergency priority. This is the only channel enabled to ensure entry into the round-the-clock priority response process. An email or ordinary support request does not guarantee activation, even if the Customer describes it as urgent. Valid channels for contractual communications, cancellations and complaints remain available.

6.4. Managed has support priority over WebMonster’s other services. Within Managed, Enterprise takes priority over Business, and Business over Simple. Handling also takes each incident’s severity and impact into account. Marking a routine enquiry as an emergency does not change its nature; WebMonster may reclassify it and explain why.

6.5. WebMonster will handle requests as promptly as possible and with the required professional care. Simple and Business do not guarantee a specific first-response or resolution time. Round-the-clock support does not mean an instant response or guaranteed resolution of every problem. Enterprise is subject to its individual contract’s commitments.

6.6. The designated technician knows the website’s history but is not exclusively assigned to the Customer or personally available at all times. WebMonster will organise support according to this section’s hours and priorities.

7. Security, performance and recovery

7.1. Managed includes security measures, monthly reviews, scans, virtual patching and malware removal for the covered website. WebMonster will investigate the causes of an incident and apply fixes within the service’s scope. Protective tools do not guarantee the complete absence of attacks or vulnerabilities, and some actions may require credential changes or fixes to elements under the Customer’s control.

7.2. The monthly performance review includes analysing the website and applying optimisations compatible with its configuration and the service’s scope. No particular measurement-tool score, fixed loading time or commercial or search-ranking result is guaranteed. If improvement requires replacing the architecture, rebuilding a theme or developing functionality, the Customer will be informed and the work assessed separately.

7.3. Backups, their frequency and retention are governed by the Hosting and Email terms. Managed includes WebMonster handling necessary standard restorations and checking the result. Before a restoration that may lose changes, its scope will be explained and authorisation requested, except for urgent measures under section 9.3. Enterprise’s recovery tests and specific enhancements are defined in its individual contract.

8. Included tools and licences

8.1. All plans include a Cloudflare Pro licence and the premium management, performance and security tools offered at purchase. WebMonster selects, configures and manages the tools appropriate for the website, such as WP Rocket, Imagify or Patchstack, according to compatibility and purpose.

8.2. Cloudflare and other included tools are managed through WebMonster’s accounts and licences. The Customer receives the managed service, without access to provider dashboards or those accounts’ credentials. This does not restrict access to the Customer’s own data that must be provided, or affect accounts or licences purchased independently.

8.3. Including a tool does not transfer ownership of the account or provide a licence independent of Managed. Use is subject to the provider’s applicable terms, identified and provided where they must form part of the contract. WebMonster retains its obligations for selection, configuration and management; third-party involvement does not remove them.

8.4. Tool replacements or changes will respect the purchased features and the change provisions in the general terms. Committed features will not be withdrawn merely because a licence is included without a separate price.

9. Customer authorisations and cooperation

9.1. The Customer authorises the administrative access and routine actions necessary to provide Managed, including updates, technical adjustments, configuration and security measures. WebMonster does not need permission for each action but will respect documented instructions, the chosen staging approval process and service limits.

9.2. Changes that remove Customer functionality or data, or materially alter website operation, require prior consultation and authorisation. Provider contact will be limited to necessary actions, without purchasing paid services or accepting new obligations on the Customer’s behalf without authorisation.

9.3. Where a security threat or urgent incident cannot wait, WebMonster may take proportionate measures to contain it and protect or recover the service, including temporarily disabling a component. It will prioritise reversible actions and data preservation where technically possible, and inform the Customer of the cause, measures and relevant effects as soon as possible. This power does not authorise unrelated changes or additional paid work without acceptance.

9.4. The Customer will provide the necessary access and authorisations and report changes made by themselves or third parties that may affect website management. Where changes to a domain or external service are needed, they will cooperate in making them or granting appropriate permissions. Specific obstacles will be communicated and coordinated, without automatically attributing every website failure to the Customer.

9.5. Personal data access will be limited to necessary operations and governed by the Data processing agreement. Using external tools does not constitute general authorisation to disclose data to any provider.

10. Duration, cancellation and end of service

10.1. Duration, billing, renewal and cancellation are governed by the general terms. The subscription covers the whole Managed package, including hosting and email. The Customer may request immediate cancellation or cancellation at the end of the purchased period through the channels and within the deadlines in section 7.2 of the general terms, with deletion and recovery effects governed by the Hosting and Email terms.

10.2. When Managed ends, management services, dedicated support arrangements and use of WebMonster’s included third-party licences and services end. If the Customer wants to retain any of those tools, they must purchase their own licence or service where required and apply their own settings to the tools and other website components; configurations are not transferable, such as Cloudflare or web server settings. Continued tool functionality, updates or support without a valid licence are not guaranteed.

10.3. WebMonster’s shared accounts are not transferred when the service ends. DNS changes and other dependencies needed for departure will be coordinated in accordance with contractual and statutory obligations.

10.4. Continuing hosting or email under another service requires an agreement for its purchase and transition; it does not automatically remain as an independent service after Managed is cancelled. Data access, transfer and retention follow the relevant service terms.

11. Guarantee, liability and SLA

11.1. Managed does not carry the commercial thirty-day money-back guarantee, including proportionally for its hosting or email components. This exclusion does not restrict withdrawal, refunds or other applicable statutory rights under the general terms.

11.2. For Simple and Business, the Service level agreement covers hosting and included email availability on that agreement’s terms. It does not provide compensation for response times, incident resolution or WordPress management tasks. Enterprise’s specific commitments are governed by its individual contract.

11.3. Liability and its limits are governed by the general terms. A website free of all faults, incompatibilities or attacks is not guaranteed.

11.4. For Simple and Business SLA credits, the compensation basis is the equivalent monthly price of the BCH plan associated with the website (Core or the higher plan purchased). The BCH reference price applicable to the purchased period, identified in the order or upgrade confirmation, is used. For annual billing, the annual price is divided by twelve. The basis includes the full price of the selected BCH plan, not just the upgrade supplement, and is used solely to calculate these credits. Compensation is calculated per subscription and its cumulative monthly maximum is 100% of that basis, under the SLA. This reference does not turn hosting into an independent subscription or change the general liability cap in section 15 of the general terms.