General Terms & Conditions for the supply of Website Design services by Creative Street Digital

SECTION A - General Terms & Conditions

Creative Street Group Limited supplies a wide range of Services. Some of the terms and conditions herein vary according to the Service specified in the Proposal. This Section A contains general clauses; additional clauses are specified according to the Services specified in the Proposal & Website Design and are contained in Section B.

1. Definitions & Interpretation

1.1. In these Terms and Conditions the following definitions apply unless otherwise stated:

“Creative Street Digital” or “CSD” means Creative Street Group Limited or any of its subsidiaries or Partners providing Creative Street Digital related products and services;

“Partner” means an authorised partner of CSD who provides solutions that include CSD solutions, bound by a Partner agreement;

“Customer” means the individual or company to whom the invoice is addressed;

“Proposal” means the order form completed and signed by the Customer; this Proposal may refer to supporting documentation providing detail and scope for the project;

“Purchase Price” means the price for the Service as detailed in the Proposal;

“Service” means the goods or services specified in the Proposal;

“Software” means the software that is used to provide the Service;

“Subscription” means the monthly charge specified in the Proposal for the ongoing provision of the software and support;

“Web Hosting” means the provision of a web service that responds to a browser’s request for web content with the content requested. It also includes the provision of any file hosting service accessible through FTP. It does not include other services such as domain management, email hosting and Internet connectivity to/from the Customer’s premises;

“Support Time” means (for WordPress website Services) the time spent assisting the Customer with issues related to the Software outside the scope of the Proposal, or following project sign-off. It includes administration time related to the issue, including but not limited to the time taken to log details of telephone calls;

“Confidential Information” for each party the terms of this Agreement and all information and/or data belonging to or relating to that party, its associates, its or their businesses, activities, affairs, products, services, suppliers, customers or prospective customers disclosed (whether in writing, verbally or by any other means and whether directly or indirectly) by that party, its representatives or advisers, to the other party, its representatives or advisers whether before, on or after the date of this Agreement;

“Deliverable” means a set of goods or services that may be delivered at one time, for example: a design draft, a collection of printed items, a marketing plan document, a consultation meeting, a website project or other electronic content;

“Event” means a Service delivered on a particular date, for example: a training course, a hospitality event, a speaker delivering a presentation, or a series of presentations;

“Business Day” means any day which is not a Saturday, Sunday or a bank or public holiday in New Zealand;

“Business Hours” means between 09:00 and 16:30 New Zealand Standard Time on a Business Day;

1.2. In these Terms & Conditions (except where the context otherwise requires):

1.2.1. the clause headings are included for convenience only and shall not affect the interpretation of these Terms & Conditions;

1.2.2. use of the singular includes the plural and vice versa;

1.2.3. use of any gender includes the other genders;

1.2.4. any reference to “persons” includes natural persons, firms, partnerships, companies, corporations, associations, organisations, governments, states, foundations, and trusts (in each whether or not having separate legal personality);

1.2.5. any reference to a statute, statutory provision or subordinate legislation (“legislation”) shall (except where the context otherwise requires) be construed as referring to:

  1. a) such legislation as amended and in force from time to time and to any legislation which (either with or without modification) re-enacts, consolidates or enacts in rewritten form any such legislation; and
  1. b) any former legislation which re-enacts, consolidates or enacts in rewritten form.

1.2.6. any phrase introduced by the terms “including”, “include”, “in particular”, “such as” or any similar expression shall be construed as illustrative and shall not limit the sense of the words preceding those terms.

2. Force Majeure

Creative Street Digital shall not be liable for any delay or failure in performance of its obligations under this agreement which is due to or results from any circumstances beyond its reasonable control. In any such event Creative Street Digital shall be entitled to delay or cancel delivery of the Service.

3. Law

This agreement shall be governed and construed in all respects in accordance with the Law of New Zealand and shall be subject to the exclusive jurisdiction of a New Zealand Court of Law.

4. Severability

4.1. If any term or provision of this Agreement shall be found by any court or administrative body of competent jurisdiction to be invalid, unenforceable or in conflict with the law, the validity or enforceability of the remainder of this agreement shall not be affected thereby.

4.2. If any provision of this Agreement is found to be invalid or unenforceable but would be valid or enforceable if some part of the provision were deleted, the provision in question shall apply with such modification(s) as may be necessary to make it valid and enforceable.

5. Waiver

No failure or delay by either party in exercising, wholly or partially, any of its rights with regard to any breach or default of this agreement by the other party shall constitute a waiver of such rights and no waiver of any such breach or default shall be deemed to constitute a waiver of any other rights or any subsequent or continuing breach of default.

6. Assignment

The Customer may not sub-license, assign, transfer or otherwise dispose of its rights under this Agreement or any part of it without the written consent of CSD.

7. The Proposal

7.1. CSD shall provide a Proposal to the Customer for each project. The Proposal forms part of this agreement.

7.2. The Customer assumes sole responsibility for ensuring that the Service described in the Proposal meets its requirements before signing the Proposal.

7.3. Upon receipt of the signed proposal, a contract shall be created between CSD and the Customer for the supply of the Service.

7.4. By purchasing the Service, the Customer acknowledges that they have read these Terms and Conditions, understands them and agrees to be bound by them.

7.5. Where the Service includes Web Hosting, the Customer acknowledges that they have read the Acceptable Use Policy (AUP), understands it and agrees to be bound by it.

8. Cancellation

8.1. The contract may not be cancelled following order acceptance unless a trial or rejection period has been agreed in advance. At the sole discretion of CSD, a contract may be cancelled either wholly or in part subject to timing, and only once agreement in writing has been notified to the Customer.

8.2. For retained work billed monthly and where no contract period has been explicitly stated on the Proposal, the contract may be terminated by the Customer giving 30 days notice in writing.

8.3. Unless otherwise stated in the Proposal or subject to clause 8.1 and clause 8.2, the contract may not be cancelled except by agreement in writing of both parties and upon payment to CSD of such amount as may be necessary to meet the costs incurred to CSD up to the date of cancellation and to indemnify CSD against all loss resulting from the said cancellation.

8.4. The Customer shall have no right to seek any cancellation or repayment of job costs on the basis of style or composition.

9. Confidentiality

9.1. During the period of this Agreement and for a period of 3 years after both parties undertake:

9.1.1. to keep the Confidential Information confidential;

9.1.2. not to use the Confidential Information for any purpose except the performance of its obligations under this Agreement; and

9.1.3. not to use the Confidential Information so as to procure any commercial advantage over the other party.

9.2. The obligations contained in clause 9.1 above shall not apply to any Confidential Information which:

9.2.1. is already in the possession of the disclosing party other than as a result of a breach of this Agreement;

9.2.2. is at the date of this Agreement or at any time after the date of this Agreement comes into the public domain other than through breach of this Agreement; or

9.2.3. is required to be disclosed by any applicable law or regulation or by any governmental or administrative authority or by an order of any court of competent jurisdiction.

9.3. Each party undertakes to take all such steps as shall from time to time be necessary to ensure compliance with the provisions of Clause 9 by its employees, agents and sub-contractors.

9.4. The Customer agrees that the ideas, materials and other documents relating to the Service are confidential and all proprietary rights belong to Creative Street Digital and shall not be used or disclosed except as permitted by this agreement.

9.5. This clause 9 shall survive the termination of this Agreement for whatever reason.

10. Intellectual Property Rights

10.1. Once full payment has been made and the deliverables have completed and signed off, the ownership of the rights to the deliverables created will pass to the Customer.

10.2. Third party materials, such as imagery, used in the deliverables may be subject to usage liabilities such as royalties and license fees. CSD shall procure such license as necessary for the use of third party materials for use within the scope of the Proposal. The Customer should obtain written consent from CSD for use of any part of the deliverables outside of the scope of the Proposal.

10.3. Unless otherwise stated in the Proposal, CSD reserves the continuing right to use any deliverables it produces for the promotion of its services.

10.4. Where the Proposal includes Software created by CSD, CSD retains ownership of all copies of the Software and the Intellectual Property Rights (IPR) therein. The Customer has no rights to the Software or the IPR contained therein.

10.5. CSD may include a statement of credit together with a link to Creative Street Digital’s website on each page of the Website in an unobtrusive position.  The Customer will retain any such credit and link in any adapted version of the Website, and the Customer will (and will only) remove any such credit and link from the Website at the request of CSD.

10.6. Information supplied during a training, whether video, oral or written, is subject to copyright. The copyright is owned by CSD unless otherwise stated. Duplication of material in whole or in part is prohibited without the written consent of CSD.

10.7. Trainings are not to be recorded or transmitted in any way without the prior written consent of CSD.

11. Liability

11.1. The following provisions set out the entire financial liability of Creative Street Digital (including any liability for the acts or omissions of its employees, agents or subcontractors) to the Customer in respect of:

11.1.1. any breach of this Agreement; and

11.1.2. any representation, statement or tortious act or omission including negligence arising under or in connection with the contract.

11.2. Subject as expressly provided in these conditions, all warranties, conditions or other terms implied by statute or common law are excluded to the fullest extent permitted by law.

11.3. Nothing in these conditions excludes or limits the liability of CSD for death or personal injury caused by negligence or for fraudulent misrepresentation.

11.4. Subject to clauses 11.2 and 11.3:

11.4.1. CSD shall not be liable to the Customer for any loss or damage, costs or expenses (whether direct, indirect, incidental or consequential and whether relating to loss of profit, loss of business, business interruption, loss of data, depletion of goodwill or other such losses), suffered by the Customer which arise out of or in connection with the supply of the Service or their use by the Customer.

11.4.2. The Customer assumes all risks as to the suitability, quality, and performance of the Service.

11.4.3. CSD’s total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation or otherwise arising in connection with the performance or contemplated performance of this contract shall be limited to, and in no event shall exceed, the amount originally paid to CSD for the Service.

11.4.4. CSD shall not be liable for any loss, damage or delay which arises as a result of the termination of the contract between us, or for our compliance with relevant statutory or regulatory requirements.

11.4.5. It is the responsibility of the Customer to ensure that the deliverables comply with all laws, regulations and codes in all countries where the deliverables are used. The Customer agrees to indemnify CSD against any costs arising from the use or misuse of the deliverables.

11.5. No verbal or written information or advice given by CSD or its dealers, distributors, employees or agents shall in any way extend, modify or add to these conditions.

12. Payment Terms and Pricing

12.1. Where a deposit is required, CSD is not obliged to carry out any work before the deposit is received. In the event that any preliminary work is carried out prior to receipt of the deposit and the order is then cancelled, CSD will invoice the Customer for this work.

12.1.1. For Services where an incremental payment plan has been offered, CSD will charge the client at the beginning of each milestone as outlined in the contract or 30 days from the beginning of the previous milestone based on the earlier date of the above mentioned.

12.1.2. Upon completion of the services outlined in the contract, the Customer is responsible for any remaining balance owed to CSD before the launch of that Service.

12.2. The Purchase Price is exclusive of GST. GST shall be charged at the prescribed rate at the date of invoicing. The Customer shall pay the GST to CSD as if it were part of the Purchase Price and all requirements and other provisions concerning payment of the Purchase Price shall apply accordingly.

12.3. The Purchase Price, once accepted by both parties as signified by the receipt of a signed Proposal, is applicable for 12 months from the date of signing. CSD reserves the right to increase the price of any work outstanding after that period.

12.4. Prior to each payment due date, CSD shall issue an invoice to the Customer. Unless otherwise stated in the Proposal, each invoice is payable within 7 calendar days.

12.5. If the Customer fails to make payment on a due date then without prejudice to any other right or remedy available to CSD, CSD shall be entitled to suspend or terminate the Service.

12.5.1. Should a payment be late by 30 or more days, CSD may suspend the Service.

12.5.2. Should a payment be late by 60 or more days, CSD may terminate the Service.

12.6. In the event that any payments due under these terms and conditions become 30 or more days overdue, interest on such amounts shall be payable by the Customer, from the due date to the actual date of payment at the rate of 10% per month accrued daily. Interest shall continue to accrue both before and after judgment. The customer shall be responsible for all costs incurred by CSD in recovering such monies, including any legal or debt collection fees CSD may incur in an attempt to recover overdue monies.

12.7. EziDebit Limited is the duly appointed agent to execute Direct Debit payments on behalf of CSD. Direct Debit Payments will be executed in the following manner:

12.7.1. EziDebit Limited shall charge the customer NZD $9.20 (inclusive of GST) for each failed, rejected, or dishonoured Direct Debit from their bank within 7 days of the payment rejecting.

12.7.2. After the second Direct Debit attempt fails for an individual payment, a final demand notification and a Direct Debit for the full balance outstanding amount will be attempted.

12.7.3. In the event that 3 (three) consecutive attempts to debit the Customer account has failed, the debt will be referred to debt collectors and the Customer will be liable for all recovery costs as provided in the terms and conditions of the Direct Debit.

12.8. All payments shall be paid in full without set off, deduction or counterclaim whatsoever.

12.9. Where any invoice includes a reduction due to an agreement to pay by Direct Debit or Standing Order, should the payment not be made by such means, CSD reserves the right to recharge the reduction.

12.10. CSD reserves the right to vary the Purchase Price according to further requirements made by the Customer subsequent to order acknowledgement. Any such variation shall be advised by CSD in writing and confirmed by the Customer in writing before either the work proceeds further or any charges are incurred.

12.11. Where the Proposal includes design work, unless otherwise stated in the Proposal, the Purchase Price includes an allowance for two rounds of revisions to each deliverable. Additional changes shall be charged at the prevailing hourly rate. Any such variation shall be advised by CSD in writing and confirmed by the Customer in writing before either the work proceeds further or any charges are incurred.

12.12. The charge for carriage of goods is at additional cost to the Customer, unless otherwise stated in the Proposal.

13. Changes to Terms and Conditions

13.1. CSD reserves the right to change these Terms and Conditions at any time. The most current version of these Terms and Conditions may be found on our website.

13.2. When changes are made to the Terms and Conditions a notice shall be placed in our email newsletter. The Customer shall be deemed to have accepted such changes if they have not notified any objections to such changes within one calendar month of the notice.

13.3. The most current version of the Terms and Conditions shall supersede all previous versions.

14. Entire Agreement

14.1. This Agreement and the documents referred to in it, constitute the entire agreement and understanding of the parties and shall supersede any previous agreement between the parties relating to the subject matter of this Agreement. No variation of this Agreement shall be valid unless in writing signed by both parties.

14.2. Each of the parties acknowledges and agrees that in entering into this Agreement, and the documents referred to in it, it does not rely on, and shall have no remedy in respect of, any statement, representation, warranty or understanding (whether negligently or innocently made) of any person (whether party to this Agreement or not) which it may have relied on in entering into this Agreement. The only remedy available to it shall be for breach of contract under the terms of this Agreement. Nothing in this clause shall, however, operate to limit or exclude any liability for fraud.

Should you have any questions concerning these Terms and Conditions, contact Creative Street Digital before submitting a signed agreement to any Proposal.

SECTION B - Website Services

Creative Street Digital primarily provides website design services on the WordPress platform. Where the Proposal includes the use of the WordPress CMS, the clauses in Section B apply to such websites.

15. Payment Terms and Pricing

15.1. Unless otherwise stated in the Proposal, the Purchase Price for a website project shall be payable to Creative Street Digital by the Customer using one of the following options:

15.1.1. 100% upfront upon receipt of invoice. Payment terms are net seven (7) days from the date of invoice initiation and can be paid via cheque, internet banking, or a nominated bank account direct debit. or;

15.1.2. Incremental Payment Plan via a nominated bank account direct debit. The payment terms of the incremental payment plan are as following: 30% non-refundable deposit payable on receipt of the order acknowledgement. 30% upon commencement of the copy writing or content review stage or 30 days from the previous direct debit, whichever date comes first. 30% upon commencement of the website design stage or 30 days from the previous direct debit, whichever date comes first. 10% upon approval and sign off from the client before launching the website or 30 days from the previous direct debit, whichever date comes first.

15.2. CSD may offer the Customer a Web Hosting service for the Customer’s website. The Proposal shall give details of the monthly fees payable for Web Hosting.

15.3. The monthly fees for the Web Hosting service are chargeable from the point at which the service is made available to host the website. This could be the time at which a website project moves to the ‘build’ stage or when the Customer requests a transfer from another Web Hosting provider.

15.4. The Customer may terminate the Web Hosting service by giving thirty (30) days written notice from the next due payment, subject to the minimum contract period. The minimum contract period is one (1) month, in the case of a standard Web Hosting agreement not exceeding reasonable usage, as defined in clause 17.4.1.

15.5. Web Hosting fees are reviewed and can be increased with effect from the 1st April each year according to the published rate of inflation as given by the Consumer Price Index (CPI).

15.6. The Web Hosting service is effective until terminated. CSD may terminate the service immediately and without notice if the Customer fails to comply with these Terms & Conditions including the Acceptable Usage Policy.

16. Software

16.1. The Customer assumes sole responsibility for ensuring that the Software functionality meets its requirements before signing the Proposal.

16.2. Unless the Proposal explicitly states otherwise, the Customer bears all cost for modification to the Software in the event that the Customer discovers, subsequent to signing the Proposal, that the Software functionality does not meet its requirements

16.3. No Software or Internet service can ever be guaranteed to be 100% reliable. CSD shall not be liable for any losses caused resulting from the use of (or inability to use) the Service, due to faults in the Software or underlying software, hardware, networks or any other cause of failure.

16.4. CSD does not warrant any Software that has been altered or changed in any way by anyone other than CSD. CSD is not responsible for problems associated with or caused by incompatible operating systems or equipment, or for problems in the interaction of the Software with software not furnished by CSD.

16.5. CSD shall install and/or configure the Software only as specified in the Proposal. Further to project sign-off CSD does not provide any warranty whatsoever. This includes the Web Hosting, server network, connectivity or any software.

16.6. Project sign off is signified by the customer’s final payment in relation to the initial website build.

17. Web Hosting

17.1. The Customer agrees to abide by rules regarding acceptable use of the Web Hosting service:

17.1.1. The Customer agrees to abide by the separate terms and conditions of the Acceptable Usage Policy, available on request.

17.1.2. The Customer agrees that the Web Hosting facility may be provided by a third party and that the Terms and Conditions, including the Acceptable Usage Policy, of that third party shall apply to the Customer.

17.2. CSD shall make all reasonable efforts to ensure that the Service is available, subject to any limitations imposed by the third party web hosting.

17.3. CSD may, from time to time, temporarily withdraw Service for the purpose of making enhancements available to the Customer and for maintenance or support issues.

17.4. The Web Hosting service will be provided on the basis of reasonable usage for server load, disk space and bandwidth:

17.4.1. Reasonable usage of the Web Hosting service will provide unlimited monthly bandwidth and 1GB of disk space.

17.4.2. Due to the varying nature of a website’s content and popularity it is not possible to provide exact description of ‘reasonable usage’ for server load hence CSD states an expectation that 95% of their customers would not exceed ‘reasonable usage’ for server load.

17.5. Where the Customer’s website exceeds reasonable usage, CSD may offer to provide the Customer with a higher capacity service at an agreed increased fee. In circumstances where the server load is much higher than expected, CSD may either (a) offer the Customer a bespoke Web Hosting solution at an agreed increased fee or (b) if an agreed solution is not found the Web Hosting service may be terminated at no cost to either party.

17.6. The Web Hosting service includes backups of the client’s SQL database and data files under the public_HTML web space. Such backups are made daily. The backups shall be copied to a location separate from the data centre. CSD will accept no responsibility whatsoever for loss of data or information resulting from the use of this service.

17.7. The Web Hosting service does not include WordPress application and plugin support.

17.8. CSD shall only allow the use of WordPress plugins that it, at its sole discretion, deems safe to be used in its hosting environment. CSD reserves the right to charge the Customer for time taken to investigate the suitability of “plug-ins” that have not been previously deemed safe.

17.9. The support is strictly related to keeping the server environment running and restoring a previous backup as an occasional disaster recovery measure.

17.10. The Customer is responsible for the maintenance of their WordPress application software and plug-ins and to apply security patches regularly.

17.11. Where a Customer has not applied security patches so that, in the opinion of CSD, their website may be insecure, CSD reserves the right to disable the website until the Customer has agreed to rectify such issues.

18. Other Internet Services (Email, Domain, ISP, DNS)

18.1. The Customer agrees that it is their responsibility to source all of the appropriate services required to run their website, including domain name management, email and Internet connectivity.

18.2. CSD does not offer Internet Service Provider (ISP) services, such as provision of an Internet connection to the Customer’s computer or computer network.

18.3. CSD does not offer email services, such as the provision of a mail server for the purpose of sending email messages from the Customer’s computer or computer network, or receipt of email messages. CSD is happy to recommend other providers for email services. Where such services have been provided in the past, they shall continue to be supported for existing domain names only.

18.4. CSD may offer optional services for domain name purchase, renewal and management.

19. Domain Name Registration and Renewal

19.1. CSD may offer the Customer domain name purchase and renewal services for one or more domain names related to the Customer’s website. This service is only available where the Customer also purchases a Web Hosting service using the domain names.

19.2. The contract for the registration is between the Customer and the Naming Authority. The Customer is bound by the terms and conditions of the Naming Authority.

19.3. CSD cannot guarantee that they will be able to register any requested domain name and, until specific confirmation of registration has been given, the Customer cannot assume the registration has been affected.

19.4. CSD gives no warranty that the Internet Domain Name requested will not infringe the rights of any third party and the Customer indemnifies CSD in respect of any such infringements.

19.5. CSD reserve the right to vary the fees for domain name purchase and renewal from time to time.

19.5.1. The current fees for domain name purchases will be stated to the Customer at the time of purchase.

19.5.2. The current fees for domain name renewals will be stated to the Customer in the month preceding the renewal with a minimum of 14 Business Days’ notice to allow the Customer time to transfer the domains elsewhere if required.

19.6. The fees for domain name purchase and renewal include DNS hosting if required.

19.6.1. Where DNS hosting is provided, the fees for domain name purchase and renewal include the management of the DNS records for such domains, to point the domains at the CSD web servers and to the Customer’s preferred email servers.

19.7. The Customer retains ownership of the domain names. CSD shall not withhold from assisting the customer in transferring their domain name providing that any fees due to CSD for any services provided by CSD to the Customer have been paid in full.

19.8. CSD do not in themselves charge fees related to the transfer of the Customer’s domain names to or from a third party, unless the time taken to deal with such matters exceeds half an hour in one calendar month. In such cases CSD shall agree any charges with the client in advance of any further work being carried out.

19.9. Fees charged by third parties for domain name registration details updates or for domain name transfers are the responsibility of the Customer. Such fees will be passed on to the Customer for payment if they are incurred by CSD.

20. Domain Name Management

20.1. The Customer accepts that CSD may need to move the Web Hosting for a website to a different IP Address at short notice and at any time.

20.2. Where the Customer manages their own domain name, CSD may, at their own discretion, make Name Servers available to the Customer to allow CSD to manage the DNS records on behalf of the Customer. In such circumstances:

20.2.1. The Customer accepts the responsibility to point the domain names to the specified Name Servers.

20.2.2. The Customer agrees to provide contact details for an authorised representative for Name Server updates and to keep CSD updated with any changes to these details.

20.2.3. The Customer agrees that the authorised representative shall, on request by CSD, update Name Server records within 3 Business Days at all times.

20.2.4. The Customer agrees that failure to update Name Server records will result in their website being unavailable and that even in such cases the Customer is still responsible for Web Hosting fees.

20.2.5. The Customer is responsible for all costs incurred to update Name Server records.

20.3. Where the Customer manages their own domain name and CSD does not provide Name Servers for the domain:

20.3.1. The Customer accepts the responsibility to update the DNS records used to map the domain name to the IP Address of the Web Hosting service.

20.3.2. The Customer agrees to provide contact details for an authorised representative for DNS updates and to keep CSD updated with any changes to these details.

20.3.3. The Customer agrees that the authorised representative shall, on request by CSD,, update DNS records within 3 Business Days at all times.

20.3.4. The Customer agrees that failure to update DNS records will result in their website being unavailable and that even in such cases the Customer is still responsible for Web Hosting fees.

20.3.5. The Customer is responsible for all costs incurred to update DNS records.

21. Ownership of Content

21.1. The Customer is legally responsible for the content of their website(s).

21.2. CSD does not infer ownership of the design or content of the Customer’s website(s).

21.3. The data that a Customer is entitled to take from its website(s) upon termination of its contract with CSD includes the following:

21.3.1. The graphical design of the website(s) and the entitlement to reproduce this design within other websites.

21.3.2. All text and imagery incorporated as part of the website(s).

22. Third Party Software/Services

22.1. Where the Proposal includes any third party software and/or services as part of the Proposal, CSD will provide First Line Support only. Where the fault is caused by the third party software and CSD is unable to correct the fault CSD will use its reasonable endeavours to ensure that the problem is reported to the relevant third party for resolution.

23. Support Policy

23.1. Where CSD builds a new website for the Customer:

23.1.1. CSD will provide up to 1.5 hour’s training in the use of the Software to be held conducted virtually or at an agreed upon location between CSD and the Customer.

23.1.2. CSD will provide 1 hour’s Support Time as part of the cost of the project. This Support Time expires one month after the project sign-off.

23.2. Support Time is not included related to on-going installation and configuration of updates to the website Software or any related services.

23.3. Additional Support Time may be purchased in advance as required. Support Time is chargeable at CSD’s standard hourly rate.

23.4. Support Time is provided via telephone or email. In the case of telephone support, call costs are to be paid by the Customer.

23.5. As part of the project sign-off, CSD will provide assistance in setting up the DNS records to point one (1) domain to the web server, providing that the appropriate authentication details are provided by the Customer. Additional hosting-related support is treated as Support Time.