Website Maintenance Policy — Digital Bridge

What's included

• Backups: daily automated backups, retained 30 days, offsite copy.
• Plugin / platform updates: tested and applied monthly.
• Malware monitoring: continuous scans with alerting.
• Uptime monitoring: 1-minute checks; we are notified before you are.
• Security checks: regular review of credentials, file integrity, SSL.
• Support hours: a defined monthly block for small content edits and fixes.

Support response expectations

Support hours: Monday–Friday, 09:00–17:30 Irish time, excluding public holidays.

• Critical (site down): response within 4 business hours.
• High (feature broken): within 1 business day.
• Normal (edits, small fixes): within 3 business days.
• Low (questions, planning): within 5 business days.

Maintenance limitations

Maintenance does not include new feature development, redesigns, SEO campaigns or content writing. Those are scoped and quoted separately.

Out-of-scope situations

Issues caused by third-party plugins we did not install, unauthorised changes to the site, or actions by other vendors are billable on a time-and-materials basis.

Plugin / theme licensing

You are responsible for maintaining valid licences for any third-party plugins, themes or services used on your site. We can manage these on your behalf if agreed.

Disaster recovery

In the event of a critical failure we restore from the most recent clean backup. Recovery time depends on hosting and backup size.

Hosting, backups and where your site lives

Maintenance is separate from hosting. If we host your site, backups sit on infrastructure independent of the live server so a compromised server cannot take the backups with it. If you host elsewhere, maintenance depends on us having stable administrator access, and we cannot be responsible for downtime, backup gaps or configuration changes made on infrastructure we do not control.

Ownership of your site during maintenance

Your website, content, database and domain remain yours throughout. Ending a maintenance plan never means losing access. On request we provide a full export of files and database, plus DNS and registrar details, within ten working days of the plan ending.

AI features under maintenance

Where a site includes AI features we built — a chatbot, a summariser, an automated enquiry router — maintenance covers keeping the integration running: credential rotation, provider API changes and error monitoring. It does not cover retraining on new content, prompt redesign or new capabilities, which are quoted as change requests. Model providers change their APIs at short notice; where a change forces rework we tell you the cost before starting.

Emergency and out-of-hours work

Critical incidents outside Monday to Friday, 09:00–17:30 Irish time are handled on a best-efforts basis. Where an out-of-hours callout is agreed in advance it is billed at our emergency rate, confirmed in writing before work begins.

Questions about this website maintenance policy

Email [email protected] or call 085 224 1848 and reference the website maintenance policy. We answer policy and data-protection queries within five working days. Digital Bridge is based at Gorey Business Park, Gorey, Co. Wexford, and all our agreements are governed by Irish law with the Irish courts having jurisdiction. Consumers may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr, or contact the Competition and Consumer Protection Commission.