Effective date: 7 September 2026. Published by Thomas Wilson trading as TDEW Solutions.

Website Care Terms

These Website Care Terms apply to Managed Website Care and Website Content Updates & Development supplied by TDEW Solutions to business customers. They are service-specific terms and supplement the applicable Service Order, the TDEW Solutions Master Services Agreement and the TDEW Solutions Payment Policy.

1. About these Website Care Terms

In these Website Care Terms, “TDEW Solutions”, “I”, “me” or “my” means Thomas Wilson trading as TDEW Solutions, and “Customer”, “you” or “your” means the business customer purchasing or using the relevant service.

The agreement for Website Care services consists of the applicable Service Order, proposal or written order confirmation, these Website Care Terms, the Master Services Agreement, the Payment Policy, and any other document expressly incorporated into the agreement.

If there is a conflict between these documents, the Service Order takes precedence for the particular services ordered, followed by these Website Care Terms and then the Master Services Agreement, unless expressly stated otherwise.

These services are intended for business customers. A person entering into an agreement on behalf of a business or organisation confirms that they have authority to do so.

2. Managed Website Care

Managed Website Care is a monthly service designed to keep your business website running within a stable technical environment, without turning your website into another thing you have to worry about.

Keeping your business online

Managed Website Care is the ongoing technical care of the environment your website runs in. It is designed for customers who want someone looking after the hosting-side technical requirements rather than managing the server environment themselves.

• Stable managed hosting environment
• SSL management
• Hosting-side technical support
• Server and resource monitoring
• Basic security and infrastructure monitoring
• Technical troubleshooting relating to the hosting environment
• Assistance with hosting-related issues
• Ongoing management of the website's technical environment

The precise Managed Website Care service supplied to you is determined by the applicable Service Order.

Stable managed hosting environment

Where hosting is included, I will provide and manage a hosting environment reasonably appropriate for the website and services ordered. I may make reasonable technical changes to the environment for security, stability, maintenance, compatibility, capacity or operational reasons.

You do not acquire ownership of the underlying server, hosting platform, software, network, management systems or infrastructure used to provide the service.

SSL management

Where applicable, I will manage the SSL/TLS certificate used to provide encrypted HTTPS access to your website. SSL management does not guarantee the security of the website itself or prevent vulnerabilities in website software, customer accounts or third-party systems.

Hosting-side technical support

I will provide reasonable technical assistance with issues relating to the hosting environment supplied as part of Managed Website Care. This does not amount to unlimited website development, content management, general business IT support or support for unrelated third-party systems.

Monitoring and troubleshooting

I may monitor relevant server and hosting resources to help identify performance, availability, capacity, security and operational issues. Monitoring does not guarantee that every fault, incident or security event will be identified before it affects the website.

I will provide reasonable investigation and troubleshooting where a technical problem appears to relate to infrastructure managed by TDEW Solutions. If the problem is caused by the website itself, customer-supplied code, a third-party service, plugin, theme or another matter outside Managed Website Care, further work may be treated as Website Content Updates & Development.

3. What Managed Website Care does not include

Managed Website Care primarily concerns the technical environment supporting the website. Unless expressly included in the Service Order, it does not include creating new pages, routine content alterations, rewriting website text, uploading or replacing images, redesign work, layout changes, new functionality, bespoke programming, extensive WordPress configuration, search-engine optimisation, marketing, copywriting, graphic design, general business IT support or unlimited website development.

Work outside Managed Website Care may be supplied separately as Website Content Updates & Development.

4. Website Content Updates & Development

Website Content Updates & Development covers agreed work carried out on the website itself rather than routine management of its hosting environment.

This may include website content updates, WordPress changes, HTML, CSS and JavaScript changes, layout changes, image and text changes, website troubleshooting, functionality changes and custom website development.

The scope of requested work must be reasonably agreed before material development work begins. If investigation shows that a request falls outside Managed Website Care, I will identify that before carrying out material additional work.

5. Development requests and scope

You must provide sufficient information for me to understand the requested work. I may ask questions, request examples or require further information before accepting a development request.

A request, estimate, proposal or discussion does not require me to undertake the work unless it has been accepted through the applicable ordering process. If you change the scope after work has been agreed, I may revise the estimated time, schedule or other applicable terms.

6. Monthly development arrangements

Where agreed in a Service Order, Website Content Updates & Development may be provided through a recurring monthly allocation of development time. The Service Order identifies the agreed arrangement and scope.

Development time may be used for agreed website updates, improvements, content changes, troubleshooting and development work within that arrangement. Work outside the agreed allocation or scope requires separate agreement.

Payment arrangements are governed by the applicable Service Order and the TDEW Solutions Payment Policy and are not repeated in these Website Care Terms.

7. Consultations and appointment requests

Where a consultation is required, you may request an available appointment through the TDEW Solutions booking system. Website Care consultations are normally scheduled for 30 minutes unless otherwise agreed.

All appointment requests are provisional when submitted. Selecting an available date and time or receiving an automated acknowledgement does not confirm the appointment. The appointment must be reviewed and accepted by me through the administrative booking system before it is confirmed as going ahead.

I may accept the requested appointment, decline it or propose an alternative. The calendar may reserve additional time around consultations for scheduling and operational purposes. Reserved buffer time does not increase the stated duration of your consultation.

8. Scheduling website work

Website Content Updates & Development is scheduled according to availability, scope, urgency, dependencies and the requirements agreed with you.

Website work may start on the same day as an initial consultation where the requirements are sufficiently established, the scope is clear, necessary access and information have been supplied, the work has been accepted and sufficient working time remains available.

A proposed work-start date represents intended scheduling and is not a guaranteed completion date unless expressly agreed otherwise in writing.

9. Customer instructions

You must nominate appropriate authorised contacts who may provide instructions concerning the website and services. I may reasonably rely on instructions that appear to have been provided by an authorised contact.

You are responsible for ensuring instructions are accurate, lawful and sufficiently complete. I am not responsible for consequences directly resulting from inaccurate or incomplete instructions where I have acted reasonably on them.

10. Customer responsibilities

You must provide information and access reasonably required to deliver the services, keep credentials and authentication methods secure, remove access belonging to people who are no longer authorised, respond reasonably promptly where information or approval is required, maintain required licences, use the services lawfully and notify me promptly of suspected security incidents or unauthorised access.

You remain responsible for your business activities, website content and legal or regulatory obligations relating to those activities.

11. Website content

You retain ownership of content, trade marks, photographs, text and other materials supplied by you, subject to third-party rights. You grant me a non-exclusive right to host, reproduce, process, transmit and modify those materials to the extent reasonably necessary to provide the agreed services.

You are responsible for ensuring you have the necessary rights, licences and permissions for material supplied to me. I may refuse to host, publish or process material where I reasonably believe doing so would be unlawful, infringe third-party rights, facilitate fraud or malicious activity, create a material security risk or expose TDEW Solutions or its infrastructure to unreasonable legal or operational risk.

12. Third-party software and services

Your website may depend on third-party products and services including content-management systems, WordPress, plugins, themes, domain registrars, DNS providers, payment providers, email services, analytics services, content-delivery networks and APIs.

I do not control those third parties and cannot guarantee their continued availability, compatibility, functionality, security or development. If a third-party change requires modifications to your website, the necessary work may fall outside Managed Website Care and be treated as Website Content Updates & Development.

You remain responsible for customer-owned third-party licences and subscriptions unless the Service Order expressly states otherwise.

13. Software updates and compatibility

Where maintenance of relevant website software forms part of the agreed service, I may apply updates reasonably considered necessary or appropriate for security, stability or compatibility.

Updates can occasionally create compatibility problems involving plugins, themes, custom code or integrations. I will take reasonable steps to investigate problems affecting services under my management. Remediation caused by defects, incompatibility or unsupported behaviour in third-party or customer-supplied software may fall outside Managed Website Care.

14. Security

I will use reasonable care and appropriate technical and organisational measures when providing Managed Website Care. No internet-connected website, server or network can be guaranteed to be completely secure.

I therefore do not warrant that your website will be immune from hacking, malware, denial-of-service attacks, software vulnerabilities, credential compromise, malicious traffic or other security incidents.

You must take reasonable security precautions, including protecting passwords and restricting administrative access to authorised persons. Remediation arising from customer actions, compromised customer credentials, customer-selected software, unsupported software or another matter outside my reasonable control may fall outside Managed Website Care.

15. Backups and restoration

Where backups form part of the Managed Website Care environment, they are maintained primarily for operational recovery and disaster-recovery purposes. They are not intended to be a permanent archive of every historical version of every file, database or item of content.

I do not guarantee that every historical version of customer data will remain recoverable indefinitely. You should retain separate copies of particularly important business records and content where appropriate.

16. Service availability and maintenance

I will use reasonable care and skill in managing infrastructure under my control. Unless a specific service level is expressly included in the Service Order, Managed Website Care does not provide a guaranteed percentage of uptime or uninterrupted operation.

Temporary disruption may occur because of planned or emergency maintenance, hardware or software failure, telecommunications or internet failures, third-party failures, cyberattacks, emergency security measures or events outside my reasonable control.

17. Resource usage

Managed Website Care is provided on the basis of reasonable resource requirements for the website and service ordered. If the website begins consuming materially greater resources because of traffic, software behaviour, attacks, unusual processing requirements or changes to your activities, I may contact you to discuss an appropriate technical solution.

I may take proportionate emergency measures where excessive resource use threatens the security, stability or availability of infrastructure or services used by other customers.

18. Domains and DNS

Domain registration is not included unless expressly stated in the Service Order. Where I manage DNS or a domain on your behalf, you remain responsible for supplying accurate ownership and registrant information where required.

I may make reasonable DNS changes required to provide, secure, migrate or maintain the agreed Website Care services. I am not responsible for independent actions of registries, registrars or other third parties outside my reasonable control.

19. Email services

Managed Website Care does not include business email unless expressly stated in the Service Order. Where email services are provided or configured, delivery may depend on third-party networks, recipient servers, reputation systems and filtering outside my control. I cannot guarantee successful delivery or receipt of every email.

20. Data protection

Each party must comply with its obligations under applicable UK data-protection law, including the UK GDPR and Data Protection Act 2018.

Where I process personal data on your behalf in providing Website Care, you will ordinarily act as controller and I will act as processor to the extent those roles apply under data-protection law.

The subject matter of processing is the provision, hosting, maintenance, security, support, backup, restoration and termination of your Website Care services. Processing will ordinarily continue for the duration of the relevant service together with reasonable periods required for backup retention, security, legal compliance and deletion following termination.

Processing may include hosting, storing, organising, accessing, transmitting, backing up, restoring, securing, troubleshooting, modifying and deleting personal data where reasonably necessary to provide the service.

Depending on your website, personal data may include names, contact details, account information, website submissions, transaction-related information, technical identifiers, IP addresses and other information submitted to or generated through the website. Data subjects may include your customers, prospective customers, employees, contractors, suppliers, website users and other people whose information is processed through the website.

I will process customer personal data only on documented instructions unless applicable law requires otherwise, ensure authorised persons are subject to appropriate confidentiality obligations, implement appropriate technical and organisational security measures, provide reasonable assistance concerning data-subject rights and applicable security obligations, and notify you without undue delay after becoming aware of a personal-data breach affecting personal data processed on your behalf.

Following termination, personal data will be returned or deleted as applicable, subject to legal obligations and ordinary backup-retention cycles. You remain responsible for determining the lawful basis for your processing and providing appropriate privacy information to individuals whose personal data is collected through your website.

21. Sub-processors

You provide general authorisation for me to use appropriate third-party service providers where reasonably necessary to deliver Website Care, including hosting infrastructure, data centres, backup systems, security services, communications services and other technical facilities.

Where a third party processes customer personal data as a sub-processor, I will ensure appropriate contractual data-protection obligations are imposed as required by applicable UK data-protection law.

22. International data transfers

Where I transfer personal data processed on your behalf outside the United Kingdom, an appropriate lawful transfer mechanism will be used where required by applicable UK data-protection law.

You acknowledge that third-party services independently selected or instructed by you may have their own international data-processing arrangements.

23. Intellectual property

Each party retains ownership of intellectual property it owned before the services commenced. You do not acquire ownership of my pre-existing software, systems, methodologies, templates, libraries, tools, infrastructure or reusable components merely because they are used to provide services to you.

Rights relating to bespoke development created specifically for you are governed by the applicable Service Order and Master Services Agreement. Third-party software remains subject to the rights and licence terms of its respective owner.

24. Acceptable use

You must not use Website Care services or associated infrastructure for unlawful, fraudulent, abusive or malicious activity, including distributing malware, conducting phishing, unlawfully infringing intellectual-property rights, attacking systems without authority, hosting unlawful material or facilitating criminal activity.

I may take reasonable and proportionate action where necessary to protect infrastructure, other customers, third parties or legal obligations.

25. Suspension

I may suspend some or all Website Care services where reasonably necessary because you materially breach the agreement, the website presents a serious security or infrastructure risk, continued provision would be unlawful, action is required by a competent authority, or emergency intervention is reasonably necessary to protect systems, services, infrastructure or data.

Where circumstances reasonably permit, I will inform you and provide an opportunity to address the issue before suspension. Immediate action may be taken where delay would create a material security, legal or operational risk.

Payment-related rights and procedures are governed by the Payment Policy and other applicable contractual documents.

26. Ending Website Care

Termination and cancellation rights are governed by the applicable Service Order, Master Services Agreement and other applicable contractual terms.

When Managed Website Care ends, you are responsible for arranging replacement hosting or website management where required. Subject to the agreement and applicable security requirements, I will provide reasonable cooperation to facilitate transfer of your website.

Migration, reconfiguration, development or other work beyond reasonable provision of available customer website data or credentials may require separate agreement. I am not required to transfer proprietary infrastructure, management systems, security systems, internal tooling, software or technology belonging to TDEW Solutions or its suppliers.

You should arrange migration before termination takes effect wherever reasonably possible. Customer website data may subsequently be removed from TDEW Solutions systems in accordance with applicable data-retention, security and backup procedures.

27. Ending development services

Ending a Website Content Updates & Development arrangement does not automatically terminate Managed Website Care unless the applicable Service Order or termination notice provides otherwise. Ending Managed Website Care does not automatically require me to continue providing development services.

Any work already properly authorised before termination will be dealt with under the applicable Service Order, Master Services Agreement and Payment Policy.

28. Liability

The liability provisions and any applicable limitations or exclusions contained in the TDEW Solutions Master Services Agreement apply to services governed by these Website Care Terms.

Nothing in these Website Care Terms excludes or limits liability to the extent that doing so would be prohibited by applicable law.

Managed Website Care and Website Content Updates & Development are technical services and do not guarantee any particular level of revenue, enquiries, sales, search-engine ranking, website traffic or other commercial outcome.

29. Events outside reasonable control

I am not responsible for failure or delay caused by an event outside my reasonable control to the extent provided by the Master Services Agreement and applicable law. Such events may include widespread telecommunications failures, major internet disruption, utility failures, natural disasters, government action, major cyberattacks and failure of critical third-party infrastructure that could not reasonably have been prevented.

30. Payment matters

Payment, invoicing, payment methods, due dates, overdue amounts, payment failures and other payment-related matters are governed by the applicable Service Order and the TDEW Solutions Payment Policy. They are not duplicated in these Website Care Terms.

31. Relationship with the Master Services Agreement

These Website Care Terms do not replace the TDEW Solutions Master Services Agreement. They supplement it by setting out terms specifically applicable to Managed Website Care and Website Content Updates & Development.

The Service Order identifies the particular services ordered. Where a subject is governed by the Master Services Agreement and is not specifically varied by these Website Care Terms or the Service Order, the Master Services Agreement continues to apply.

32. Changes to these Website Care Terms

I may update these Website Care Terms where reasonably necessary to reflect changes in services, technology, infrastructure, security requirements, applicable law or regulation. Where a change materially affects an existing customer's contractual rights or obligations, reasonable notice will be provided where required by the agreement or applicable law.

33. Severability

If any provision is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be dealt with in accordance with the severability provisions of the Master Services Agreement. The remaining provisions continue to apply to the extent permitted by law.

34. No waiver

A failure or delay by me to exercise a contractual right does not constitute a waiver of that right except where expressly agreed in writing. Any waiver is subject to the corresponding provisions of the Master Services Agreement.

35. Governing law and jurisdiction

These Website Care Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of England and Wales. Jurisdiction is governed by the applicable provisions of the TDEW Solutions Master Services Agreement and applicable law.

36. Contact

Questions relating to Managed Website Care, Website Content Updates & Development or these Website Care Terms should be directed to TDEW Solutions using the contact details published on the TDEW Solutions website.