Technical Maintenance & Support
1.1 Overview Technical Support – Pure Bold provides technical assistance to the Client with respect to the use of the Solutions and to resolve technical issues via a monthly subscription service and hourly rates. Support cases are tracked and managed through access to a Customer support portal (the “Customer Support Portal”). Support is available during Pure Bold’s business hours, Monday through Friday, excluding local holidays.
1.2 Overview Monthly Maintenance – As part of the monthly subscription service Pure Bold performs monthly maintenance checks to ensure the website and applications updates are performed and general performance is maintained to the best of its ability.
1.3 Subscription Fees – Monthly fees are raised on the 1st of each month, in advance, to cover the specified calendar month. On commencement of the service, the first invoice will cover that calendar month irrespective of the date the invoice was raised, as the Services will be performed for that month of commencement.
- All monthly fees are payable by Direct Debit to avoid delays in receiving payment.
- Payment terms are 7 days.
1.4 Annual CPI-Indexed Subscription Fee Increase. In order to maintain service quality and account for inflationary pressures, our fees will be subject to an annual adjustment in line with the Australian Consumer Price Index (CPI). Each year, on the 1st of July, fees will be reviewed and adjusted based on the percentage change in the All Groups CPI for Australia, as published by the Australian Bureau of Statistics (ABS) for the twelve months ending in the most recent December quarter.
Any fee increase will not exceed the published CPI percentage unless otherwise agreed in writing. Clients will be notified of the adjusted fees at least 14 days in advance. This adjustment ensures the sustainability of our services while maintaining fairness and transparency in our pricing.
1.5 Updates. Includes updates, service packs, patches, and other Minor Releases for the Third Party platforms and plug-ins in use on the website and applications. It does not include Major Releases or other releases for any other products or services that the Client, in its sole discretion, licenses separately for an additional fee. Major Releases will be assessed and a Quote to perform the required actions will be provided to the Client at Pure Bold’s standard hourly rate.
1.6 Compatibility Guarantee. Pure Bold expressly does not guarantee that updates will be compatible with all technical aspects of the system and will advise the Client of any additional work required to ensure the website and applications can be updated to maintain performance.
The Client acknowledges that if the website or application has been created by a party other than Pure Bold, Pure Bold’s monthly maintenance subscription will not cover issues directly resulting from Third Party coding, scripts, software, platforms or applications used by the Client, in its sole discretion. Pure Bold’s monthly maintenance subscription will also not cover issues directly resulting from unauthorised use of the website or application or errors created by other Third Party suppliers contracted by the Client.
1.7 Performance Guarantee. Pure Bold expressly does not guarantee that monthly maintenance service or support will prevent against hacking attempts or other malicious activities that may compromise the site and its performance or that optimal performance will be maintained at all times. Pure Bold will advise The Client as it becomes aware of any issues affecting performance. The Client is solely responsible for all costs required to resolve errors caused by Third Parties, including recovery of the website from hacking attempts; and rectifying errors resulting in not acting upon advice of issues.
1.8 Termination. Thirty (30) days’ notice is required to terminate monthly servicing of the website and all fees are to be paid up to that date in full. Monthly technical support and maintenance ensures the Client’s website is properly maintained and updated so it does not provide a security risk to Pure Bold, or its clients where the website may use a shared hosting environment. If the Client’s website is to remain on Pure Bold servers without regularly scheduled maintenance, Pure Bold reserves the right to move the Client’s website to a stand-alone hosting environment at the expense of the Client.