Website Hosting and Support Agreements
In addition to the multi-faceted design and development process, many other aspects of running and maintaining a website benefit from documentation.
Using the website support documents in this subfolder, the owners of websites and the providers of hosting and support services can simply and effectively manage everything from the hosting of a website, using a website hosting agreement setting out the specifications of the hosting service to be provided and the various terms and conditions with which clients must comply, to the on-going support and maintenance of websites.
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Frequently Asked Questions
What should a website hosting agreement cover?
It should define the hosting specification, the availability or uptime you are promised, support response times, security and backup arrangements, data handling, fees and the acceptable-use conditions you must meet. The clauses that matter most in practice are uptime and what happens when the service fails, so look closely there. The hosting agreements in this sub-folder set out the service specification and the terms clients must comply with.
How do I make sure my host keeps my site online?
Get the availability commitment in writing. A hosting agreement should state a target uptime, how it is measured and what you are owed if the host falls short, typically service credits against your fees. Without a written availability term you have little recourse when the site goes down. Match the promised uptime to how much downtime your business can actually tolerate. The hosting agreements here are built to carry these service terms.
Who is responsible for security and data if I use a third-party host?
You stay responsible to your customers for their personal data, and the law requires a written contract with your host. Where a host processes personal data on your behalf, UK GDPR Article 28 requires a written contract setting out set terms, including that the host only acts on your instructions, keeps the data secure, helps with data subject requests and deletes or returns data at the end. The hosting documents in this sub-folder support these arrangements.
Do I need a separate support and maintenance agreement?
Often yes. Hosting keeps your site available, but keeping it working, updated and secure is a different service, so support and maintenance are usually best set out separately with their own response times, scope and fees. Bundling everything into one vague arrangement makes it hard to hold the provider to anything specific. This sub-folder covers both hosting and the ongoing support and maintenance of websites.
What happens to my website and data if I leave the host?
That depends on your exit terms, so agree them at the start. A good hosting agreement says your data and site files will be returned or exported to you in a usable form within a set time of termination and that the host will cooperate with a move to a new provider. Without this you risk being locked in or losing access. Where personal data is involved, return or deletion on exit is also required under the processor contract.