Client Area

Introduction

Welcome to your online client area, the place to find all our resources to help you with your projects and beyond. The links below will take you to the relevant resources.

 

On every form below, all fields marked with * are required.

 

Your project reference number(s) can be found in your support board

Project Forms

This is the form we need you to complete at the beginning of the project and before any work on the project can be started. Please read your Project Proposal document thoroughly before signing here.

Alternatively, we will accept your payment of the deposit as acceptance of this proposal.

 

This is the form we also need you to complete at the start of the project and before any work on the project can be started. Please read your draft Project Agreement document thoroughly before signing here.

Alternatively, if we do not receive your digital signature within 14 days from the date you receive your draft Agreement, we will take that as acceptance of this Agreement and its terms.

 

This is the form we need you to complete at the end of the project and before the site is made live. Please read your Project Approval document thoroughly before signing here.

 

This is the form we need you to complete if you wish to make substantial changes to your project.

Small text, image etc. changes to an existing website are to be requested via your support board.

 

  • Date Format: DD slash MM slash YYYY

Information Gathering Forms

This is a form we need you to complete at the beginning of the project and before any work on the project can be started.

In this form we are able to learn a lot more about your business and its structure.

This will in turn allow us to structure your project correctly.

 

Please complete this form as best you can, there are no right or wrong answers. The more information you give us should mean that your logo design will be perfect for your organisation.

 

Content Forms

This form you may use more than once as it is designed to help you learn how to create great blog posts. Once we receive the form we will publish or schedule the article, so do not submit it until your final draft is complete.

Whist you make edits use the ‘Save Form For Later’ option. If we need to make lots of edits once the post is live we will charge for our time. Eventually you will be able to publish your own posts directly to your own website without our guidance.

Farmgear Marketing Websites Sitemap

This form is purely for written content on your new website.  We will ask for images at a later date.  Each page of your website has its own page in this form.  Please complete all the required sections, and also any that are applicable to your project.  Remember that no one writes the perfect content in one session.  Great content needs thought, research, several drafts and also letting others read and comment on it.

We recommend writing your content in Microsoft Word, or similar.  This allows for easier editing and sharing of your drafts, plus you have a backup of the content.  This form is for the submission of the final version of the content only.  Take the time to get the content right and then submit it here.  If you require any help be sure to let us know.

  1. First Draft:The first draft does not have to be perfect; just get your ideas down to begin with.  Further revisions will improve the content.
  2. Second Draft: This draft needs to be more thorough.  Make sure the content is relevant to the page, that it gets the right message across, that it reflects the style of your organisation and that it is not too long or full of unnecessary ‘padding’.  Also ensure that you have clearly defined any paragraph breaks, section titles etc.
  3. Third Draft: This draft needs to have your key phrases for this page included.  They must flow in written English, not stand out as key words just thrown in.
  4. Fourth Draft: Make sure you double and triple check the spelling and punctuation, then correct if necessary.  Please pay particular attention to mistakes that your spell-checker will not notice, for example the incorrect use of ‘there and their’ or ‘your and you’re’.
  5. More Drafts. Make as many new drafts as you feel you need.
  6. Final Draft. This needs to be exactly what will appear on your new website.  We appreciate that there may still be a few, last minute, revisions.  However If, what we deem to be substantial, changes are later required we will have to charge for the time taken making the alterations.

There are over twenty pages in the form, some with more sections than others.  However, always remember that you can use the ‘Save & Continue Later’ option if you are unable to complete the form in one sitting.

 

The form asks you to select your website package, please be sure to get this right.  The form is configured to only show you pages that are specific to your package.

 

Step 1 of 11 – Home Page

  • Many website home pages have more images than text. If your chosen design does have any blocks of text appearing on the home page please complete the fields on this page.

Web Design UK eCommerce Website Sitemap

This form is purely for written content on your new website.  We will ask for images and products at a later date.  Each page of your website has its own page in this form.  Please complete all the required sections, and also any that are applicable to your project.  Remember that no one writes the perfect content in one session.  Great content needs thought, research, several drafts and also letting others read and comment on it.

We recommend writing your content in Microsoft Word, or similar.  This allows for easier editing and sharing of your drafts, plus you have a backup of the content.  This form is for the submission of the final version of the content only.  Take the time to get the content right and then submit it here.  If you require any help be sure to let us know.

  1. First Draft:The first draft does not have to be perfect; just get your ideas down to begin with.  Further revisions will improve the content.
  2. Second Draft: This draft needs to be more thorough.  Make sure the content is relevant to the page, that it gets the right message across, that it reflects the style of your organisation and that it is not too long or full of unnecessary ‘padding’.  Also ensure that you have clearly defined any paragraph breaks, section titles etc.
  3. Third Draft: This draft needs to have your key phrases for this page included.  They must flow in written English, not stand out as key words just thrown in.
  4. Fourth Draft: Make sure you double and triple check the spelling and punctuation, then correct if necessary.  Please pay particular attention to mistakes that your spell-checker will not notice, for example the incorrect use of ‘there and their’ or ‘your and you’re’.
  5. More Drafts. Make as many new drafts as you feel you need.
  6. Final Draft. This needs to be exactly what will appear on your new website.  We appreciate that there may still be a few, last minute, revisions.  However If, what we deem to be substantial, changes are later required we will have to charge for the time taken making the alterations.

There are over twenty pages in the form, some with more sections than others.  However, always remember that you can use the ‘Save & Continue Later’ option if you are unable to complete the form in one sitting.

 

Step 1 of 20 – Home Page

  • Many website home pages have more images than text. If your chosen design does have any blocks of text appearing on the home page please complete the fields on this page.

Web Design UK Corporate Website Sitemap

This form is purely for written content on your new website.  We will ask for images at a later date.  Each page of your website has its own page in this form.  Please complete all the required sections, and also any that are applicable to your project.  Remember that no one writes the perfect content in one session.  Great content needs thought, research, several drafts and also letting others read and comment on it.

We recommend writing your content in Microsoft Word, or similar.  This allows for easier editing and sharing of your drafts, plus you have a backup of the content.  This form is for the submission of the final version of the content only.  Take the time to get the content right and then submit it here.  If you require any help be sure to let us know.

  1. First Draft:The first draft does not have to be perfect; just get your ideas down to begin with.  Further revisions will improve the content.
  2. Second Draft: This draft needs to be more thorough.  Make sure the content is relevant to the page, that it gets the right message across, that it reflects the style of your organisation and that it is not too long or full of unnecessary ‘padding’.  Also ensure that you have clearly defined any paragraph breaks, section titles etc.
  3. Third Draft: This draft needs to have your key phrases for this page included.  They must flow in written English, not stand out as key words just thrown in.
  4. Fourth Draft: Make sure you double and triple check the spelling and punctuation, then correct if necessary.  Please pay particular attention to mistakes that your spell-checker will not notice, for example the incorrect use of ‘there and their’ or ‘your and you’re’.
  5. More Drafts. Make as many new drafts as you feel you need.
  6. Final Draft. This needs to be exactly what will appear on your new website.  We appreciate that there may still be a few, last minute, revisions.  However If, what we deem to be substantial, changes are later required we will have to charge for the time taken making the alterations.

There are over twenty pages in the form, some with more sections than others.  However, always remember that you can use the ‘Save & Continue Later’ option if you are unable to complete the form in one sitting.

 

Step 1 of 18 – Home Page

  • Many website home pages have more images than text. If your chosen design does have any blocks of text appearing on the home page please complete the fields on this page.

Web Design UK Brochure Website Sitemap

This form is purely for written content on your new website.  We will ask for images at a later date.  Each page of your website has its own page in this form.  Please complete all the required sections, and also any that are applicable to your project.  Remember that no one writes the perfect content in one session.  Great content needs thought, research, several drafts and also letting others read and comment on it.

We recommend writing your content in Microsoft Word, or similar.  This allows for easier editing and sharing of your drafts, plus you have a backup of the content.  This form is for the submission of the final version of the content only.  Take the time to get the content right and then submit it here.  If you require any help be sure to let us know.

  1. First Draft:The first draft does not have to be perfect; just get your ideas down to begin with.  Further revisions will improve the content.
  2. Second Draft: This draft needs to be more thorough.  Make sure the content is relevant to the page, that it gets the right message across, that it reflects the style of your organisation and that it is not too long or full of unnecessary ‘padding’.  Also ensure that you have clearly defined any paragraph breaks, section titles etc.
  3. Third Draft: This draft needs to have your key phrases for this page included.  They must flow in written English, not stand out as key words just thrown in.
  4. Fourth Draft: Make sure you double and triple check the spelling and punctuation, then correct if necessary.  Please pay particular attention to mistakes that your spell-checker will not notice, for example the incorrect use of ‘there and their’ or ‘your and you’re’.
  5. More Drafts. Make as many new drafts as you feel you need.
  6. Final Draft. This needs to be exactly what will appear on your new website.  We appreciate that there may still be a few, last minute, revisions.  However If, what we deem to be substantial, changes are later required we will have to charge for the time taken making the alterations.

There are over twenty pages in the form, some with more sections than others.  However, always remember that you can use the ‘Save & Continue Later’ option if you are unable to complete the form in one sitting.

 

Step 1 of 11 – Home Page

  • Many website home pages have more images than text. If your chosen design does have any blocks of text appearing on the home page please complete the fields on this page.

Permission Forms

Please complete this form if you would like us to register any new domains for you. Please note that domain registrations are subject to the availability of the domain(s). Domains that are in addition to your free domain will be invoiced for.

 

Please complete this form if you want us to transfer an existing domain to us for you. You will have received instructions, on how to initiate the transfer from your end, before we ask you to complete this form.

 

Please complete the form below to help us ensure the legal requirements on your projects are up to date and also for security purposes.

There are seven pages in the form, some with more questions than others.  However, always remember that you can use the ‘Save & Continue Later’ option if you are unable to complete the form in one sitting.

 

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Our Policies

Business Names

These Terms and Conditions apply to the following brand names:

  • Web Design UK or The Agency (WDUK)
  • Farmgear and Farmgear Marketing (FGM)
  • Business Print UK (BPUK)
  • Sustainable Travel UK (STUK)
  • ON24 (UK) Limited (ON24)
  • VR Designs (VRD)

And any other brands we include in the future.

 

Definitions

  • The Agency (including we/us/our/etc.) refers to any of the brand names listed above, and/or any of its affiliates/partners/contract workers.
  • The Client (including they/their/etc.) refers to the company, organisation or individual requesting the services of The Agency.
  • The Project refers to the website and/or mobile app work we are carrying out for the client
  • Agreement refers to the contract between The Agency and The Client.
  • Extra refers to a further product that is chosen by The Client to give their Project increased functionality.
  • Policies refer to our documents that define what to do in particular situations, that The Client must agree to.

 

Our Software Systems

During our working relationship with The Client we currently use the following software systems to ensure smooth running of projects and secure, effective communication:

  • Email: we only use this at the very start of a project if necessary.
  • Google Drive: this is where we share and store various documents and/or images with The Client.
  • MailChimp: we use this to send newsletters to The Client.
  • Website Dashboard: where The Client can manage their website’s content.
  • Mobile App Dashboard: where The Client manages their mobile app push notifications, offers, loyalty schemes etc.
  • Web Design UK Mobile App: this will allow clients to quickly access our information.
  • AfterCare Support System: all technical support communication and task setting is carried out via support cards and The Client will need to sign up to this service straight away.
  • Please quote your Project Number in all correspondence.

 

Acceptable Usage Policy

The Acceptable Usage policy sets out the terms under which you may use The Project services we provide. The use of our Hosting Services means that The Client accepts, and, agree to abide by all the policies stated below.

(i)  Website Content

  • The Client agrees that web pages and files uploaded to servers will not:
  • violate any local, national or foreign laws or regulations;
  • infringe on any intellectual property rights of The Agency or any third party;
  • be defamatory, slanderous or trade libellous;
  • be threatening or harassing;
  • be discriminatory based on gender, race, age;
  • promote hate;
  • or contain viruses or other computer programming defects which result in damage to The Agency or any third party.
  • The Client may not run IRC, bots, or clients.
  • Unacceptable uses also include:
  • bulk unsolicited emailing
  • unsolicited emailings
  • newsgroup spamming
  • child pornography
  • hardcore pornography or links to such sites
  • copyrighted music files
  • illegal content
  • copyright infringement
  • trademark infringement
  • warez, cracks, software serial numbers.

The Agency will be the sole and final arbiter as to what constitutes a violation of this policy. The Agency does not normally monitor the contents of The Clients’ servers; however, if suspicion occurs, The Agency reserves the right to investigate and terminate The Client’s subscription to the service.

(ii)  Spam

  • Unsolicited Email or ‘spam’ originating from a server located on our network or associated with an Agency server is not tolerated.
  • This includes any email that promotes websites hosted on a server located on The Agency network, but is sent from an email address not associated with that account.
  • The Client shall not use their Agency services for chain letters, junk mail, bulk-email, or any use of distribution lists to any person who has not given specific permission to be included in such a process.
  • The Agency reserves the right to deactivate or terminate any account(s) upon any indication of such activity without notice.

(iii) Unauthorised Scripts and Executables

The Client agrees not to run any scripts, executables, proxys or other programs or processes on The Agency’s servers that will in any way adversely affect the performance of said servers.

(iv) Unlicensed Software

The Client agrees only to use properly licensed third-party software on The Agency’s servers.

(v) Intellectual Property

The Client agrees that it shall not violate any intellectual property rights and that it shall not resell services to any party that violates intellectual property rights. The Agency is required by law to remove or block access to any content upon notice of copyright infringement.

(vi) Viruses and other Destructive Activities

Use of The Agency’s systems for creating or sending malicious, destructive or nuisance code, examples of which but are not limited to:

  • Viruses
  • Worms
  • Trojan horses
  • for pinging, flooding or mail bombing
  • engaging in denial of service attacks is prohibited and in breach of this agreement.

The Agency also reserves the right to charge for any time used to fix a spam situation caused by poor security on The Client’s behalf.

(vii) Child Pornography

The use of The Agency’s systems to store, post, display, transmit, advertise or otherwise make available child pornography is prohibited. We are required by law to notify the Police if we become aware of the presence of child pornography on or being transmitted through our systems.

(viii) Data Warehousing

The servers provided by The Agency are intended for web services use only. Any use of our servers for file storage, data warehousing, backup data storage, mirror sites or any form of data file storage or management is prohibited.

(ix) Peer to Peer/File – Media Sharing/Streaming

The Client will not run services or software related to Peer to Peer file sharing, bit torrent or any website providing media or file streaming/sharing. Media streaming requires a specific apache setup, which we can only provide on a different server.

(x) Other Prohibited Activities

Engaging in any activity that, at The Agency’s absolute discretion, disrupts, interferes or is harmful to its services, business, operations, reputation, customers or ability of our Clients to use our service is prohibited.

(xi) Indemnification

  • The Client agrees that it shall defend, indemnify, save and hold The Agency (or its employees/contractors/owners) harmless from any and all demands, liabilities, losses, costs and claims, including reasonable legal fees asserted against The Agency, support officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by The Client, its agents and employees.
  • The Client agrees to defend, indemnify and hold harmless The Agency against liabilities arising out of;
  • any injury to person; property or Project content/code caused by any products sold or otherwise distributed in connection with The Agency’s servers including requested support;
  • any material supplied by The Client infringing or allegedly infringing on the proprietary rights of a third party and;
  • copyright infringement
  • The Client agrees to limit the liability of The Agency to the amount paid for services.

 

Web & Mobile App Projects

(i) The Client Agrees To:

  • Confirm they have the power and ability to enter into an Agreement on behalf of their business or organisation.
  • Read all communications from us that include task tickets, instructions or educational information, Knowledge Base articles and including, but not limited to, our occasional Newsletter emails which often contain very important information.
  • Provide us with all the information and materials that we need to complete The Project.  Including, but not limited to, text, images and other information as and when we need it, in the format that we ask for and via the file sharing systems that we use.
  • Provide requested information using various online forms we will share with them.
  • Review our work, provide feedback and sign-off approval in a timely manner.
  • Adhere to our payment terms set out below in Section 7.
  • Authorise the transfer of their domain and hosting to The Agency’s hosting service.
  • Safeguard and not disclose to third parties any confidential information exchanged between The Agency and The Client, including but not limited to, this document.
  • Store this document, and any other documents, securely and make all reasonable efforts to prevent unauthorised access to the original or any copies made.
  • Have an up to date, and revised regularly, GDPR policy of their own.  If necessary, we are able to help and guide with GDPR Policy creation.
  • Read and agree to our other Policies, so that they are fully aware of how our relationship will work.  These can be found on our Policies page here https://webdesignuk.agency/aftercare/our-policies.

(ii) The Agency Agrees To:

  • Perform the services The Client needs from us in a professional and timely manner.
  • Supply The Client with instructions and ‘How To’ documents so that they can complete the tasks we set them.
  • Provide The Client with a Training website so that they can practice adding content etc. in a totally safe environment.
  • Endeavour to meet all the deadlines set.  However, we cannot be responsible for a missed launch date or a deadline if The Client has been late in supplying materials or has not approved or signed off work on time at any stage.
  • Safeguard and not disclosed to third parties any confidential information exchanged between The Client and The Agency, including but not limited to, this document.
  • Endeavour to ensure that any website or application will function correctly on the server it is initially installed in and that it will function correctly when viewed with the latest versions of the popular web browsers.
  • The Agency can offer no guarantees of correct function with all browser software.  And The Client must acknowledge and accept that older browsers, such as Microsoft Internet Explorer Version 6 to 11 may render the website in a ‘broken’ format.

(iii) Accuracy

  • The information contained within this document is to the best of The Agency’s knowledge accurate at the time of publication, though we may issue updates from time to time.
  • Where any document contains any information about The Client’s business/organisation, The Client needs to check it is accurate and has been properly used.
  • If The Client feels any information is missing from any document, it is their express responsibility to draw this to our attention in writing, via a support ticket.
  • The Client should not assume that we have understood or taken into consideration any facts other than those stated within any document.
  • It is the responsibility of The Client to verify and confirm the accuracy of any information.  And The Client hereby indemnifies The Agency against direct or consequential losses made as a result of such failure to report any incorrect information.

(iv) Database, Application and E-Commerce Development

  • The Agency cannot take responsibility for any losses incurred by the use of any software created for The Client. Whilst every care has been taken to ensure products are problem free and accurate, the ultimate responsibility lies with The Client in ensuring that all software is functioning correctly before use.
  • Where large applications are to be developed, it is The Client’s responsibility to provide a suitable testing environment which is identical to the final production environment.
  • The Client is expected to test fully any application or programming relating to a site developed by The Agency before being made available for use. Where ‘bugs’, errors or other issues are found after the site is live, The Agency will make all reasonable efforts to correct these issues; however, if the volume of work required to make these corrections is considerable, then The Agency may make a further charge, at its own discretion.

(v) GDPR

The Agency is GDPR compliant and our GDPR policy can be found on the The Agency website here.

(vi) The Website Creation Process:

  • When completing our ‘New Project Form’ The Client selects their website package and design from our demo sites.
  • We will send you links to online forms, via our support card system, for you to complete with your content etc.
  • We will customise the chosen design to match The Client’s business logo/colour scheme.
  • We realise that as a website project progresses The Client may wish to make some changes and revisions.  This is not a problem, but they will be charged for the work.  Any change requests must be put in writing, via our support card system, so that we can keep track of changes.
  • If changes to the site become, what we deem to be, excessive The Client will be charged accordingly for a Custom Website, and prices for those start at £8,000.00
  • If The Client has taken a Custom Project Package we will create a design for them and they can have up to three revisions.

(vii) Domains

  • We will supply one free, i.e. we will renew the main domain as part of The Client’s AfterCare package, .co.uk or .com domain as part of all the website packages where The Client does not have a current domain name for the site.
  • Any additional domain names will be chargeable annually per domain.
  • Where The Client has a domain name that is under their ownership, or is controlled by a third party, and is required to be transferred over to The Agency’s hosting, then there will be no charge to transfer this over.
  • However, The Client will agree to reimburse us, at our current hourly rate charged by the minute, for any unexpected work we have to do in connection with a hosting provider other than The Agency.
  • Any further domains under the ownership of The Client that are required to be transferred into The Agency’s hosting will carry a transfer in fee.
      • The transfer in fee is currently £20.00, per domain.
      • However, if The Client’s previous host proves difficult to work with and we have to spend, what we deem to be, excessive time negotiating with them, then the fee may be higher.
  • Where a domain record needs to be updated to allow a site to be transferred, the updating process, called the ‘propagation period’ can take up to 72 hours from the domain record change to being fully processed and in a state where the client’s live site and emails will function correctly.
  • The Client is fully responsible for backing up any emails and/or information stored in their current emails and website BEFORE the transfer process begins.
  • The Agency will not be held responsible for any failures of, or loss of data from, the current live website and/or email accounts during the propagation period as this is a normal characteristic of the Internet.
  • The Agency shall renew when applicable any main domain that we control on behalf of The Client.
  • Any other domain names that we have control over for The Client will be invoiced to them prior to the renewal date. Domain renewal invoices must be paid within seven days of the date of invoice, and before the domain is due for renewal.
  • We reserve the right to cancel a domain renewal if The Client has failed to pay the renewal invoice in full. Should this happen, and The Client does not pay the renewal fee prior to the domain becoming available for release back to the general public, then we cannot be held responsible if a third party purchases this domain.
  • We also reserve the right to cancel a domain renewal if The Client has failed to pay their AfterCare monthly fees on time.

(viii) Emails

  • We will provide an allocation of free email accounts to The Client, depending on the website package purchased, and each email account will include 1GB of storage.  The Client is able to purchase further email storage if they wish as an Extra.
  • The Client will be provided with the login details for each email address account they have.  However, as email clients can differ greatly, it is their responsibility to set them up for themselves. Time taken to set up any email system will be invoiced at our current hourly rate.  We do provide a guide for setting up email accounts in our Knowledge Base.
  • It is The Client’s responsibility to ensure all user login information supplied by us to them is properly protected from any persons with unauthorised access and where stored on a device, that said device is protected by professional anti-virus and anti-malware software that is licensed and up to date.
  • Where, The Client not adhering to these guidelines compromises an email account, then any work carried out by us to rectify any problems will be charged for at our current hourly rate.
  • The Client has a responsibility to ensure that all email accounts are regularly cleared of deleted/unwanted emails.
  • If The Client fails to empty unwanted mail and this causes the email account to become full, then we cannot be held responsible for that mail account ceasing to work.
  • If a member of staff leaves The Client’s organisation, we can forward that email address to another member of staff for up to six months.  This should allow them sufficient time to inform the contacts of the staff member who has left that this email account is not to be used any more.  After six months The Client can keep the email address as live, but it will continue to be counted towards their total email address allocation.
  • Further email accounts can be purchased an Extra.

(ix) Content

  • Text content: We are not responsible for the writing of any text copy unless requested by The Client, in writing, via a support ticket.  We can arrange copy writing at an additional cost.
  • Changes to Submitted Text: The Client must only submit their website content via Content Snare with their FINAL text copy added. Any time required to make substantive changes to the submitted copy after the web pages have been created will be additional work and invoiced at our current hourly rate.
  • Photographs: The Client will supply photographs in the digital format requested. If these photographs require editing/enhancing, then this will have to be charged at our current hourly rate.  Unless they take our Image Optimising package Extra.
  • If The Client instructs us to use stock photographs we will suggest vendors of stock photography for them to purchase/download from.  Or we can purchase/download them and add the cost to the total price, but please note that any time spent searching for appropriate photographs and seeking approval will be invoiced at our current hourly rate.
  • Photography:  We recommend that The Client uses professional photography to get the best out of their website.  If The Client is on a limited budget, but needs good images, then it is often worth contacting their local college’s photography department.  Students are often looking for low paid work that they can then add to their portfolios.
  • Video/audio: Again, we recommend that The Client uses professionals to get the best out of their website and/or YouTube channel.  In this instance it might be their local college’s media department.  Having said that, ‘amateur’ video clips can be useful to populate a YouTube channel, depending on The Client’s style of business.
  • Other images/graphics/video/audio: The Client will supply any other images/graphics in the digital format requested. As above, any work we need to carry out on these files will be charged at our current hourly rate.
  • Creating images/graphics/video/audio:  If The Client instructs us to create additional images/graphics/video/audio for them they will be invoiced at our current hourly rate.

(x) Copyright

  • The website, graphics and any programming code, if applicable, remain the property of The Agency until all outstanding accounts are paid in full.
  • The Client guarantees that any elements of text, graphics, photos, designs, trademarks, video files (not YouTube links) or other artwork that they provide for inclusion in the web site are either owned by themselves, or that they are licensed to use them.
  • It is a common misconception that Google images are free to use.  Google indexes images the same as it does text, both of which will carry the owner/creator’s copyright.
  • Free images need to have a public domain license and be expressly useable commercially.
  • The Client agrees to indemnify and hold harmless The Agency against any and all claims, costs, and expenses, including solicitor’s fees, due to materials included in the website at their request for which no copyright permission or previous release was requested or uses which exceed the uses allowed pursuant to a permission or release.
  • When we receive The Client’s final payment, copyright is automatically assigned as follows:
      • The Client is licensed to use the graphics and other visual elements, including any logo that we create for them for this project only.  They cannot be used for anything else, such as leaflets etc., without our written consent.  We will store a copy of all the files used on The Client’s website and they should store them safely as we are not required to keep them or provide any native source files that we used in making them.
      • If a Client requires print ready version of any graphic created by us, then they can purchase this as an Extra.
      • The Client also owns text content, photographs and other data they provided, unless someone else owns them.
      • The Client does not own the code, design template etc. used to build the website.
      • With the exception of photography: Any photographs taken by The Agency or their photography representative remain the property of The Agency and we retain the copyright.  The Client is only licensed to use the images for the purpose of their website.  They cannot be used for anything else, such as leaflets etc., without our written consent.
  • We reserve the right to display and link to The Client’s completed project as part of our portfolio and/or a case study and to write about The Project on web sites, in magazine articles and in books about web design.

(xi) Passwords & Security

  • The Agency operates a Secure Password Policy which you can read on our Policies page here https://webdesignuk.agency/aftercare/our-policies.
  • We will supply The Client with all necessary usernames and passwords created during The Project for their use of the website and associated accounts e.g. Facebook, Twitter, PayPal etc.  These will be stored in the Google Drive folder we share with them.
  • If The Client chooses to change these passwords they agree to make sure they use secure passwords and not ones that will be easy to guess by hacker bots.
  • It will also be The Client’s responsibility to keep the usernames and passwords private, safe and secure.  The Client must not share them with or disclose them to any third party.  If The Client needs to issue any personnel with passwords, for example their email accounts, make sure they also know the security risks of not safeguarding them.
  • If The Client needs a new email account or website access they must request one using by opening a support ticket.  DO NOT share logins for emails or website with others.
  • If usernames and passwords are issued and changed, we will not be responsible for any inability to access the website or any associated accounts.
  • The Client is also fully responsible for ensuring they install professional anti-virus and anti-malware software on their computers, tablets and mobile phones.
  • The Client must also keep these software programs regularly updated and current.
  • Free versions of this type of software are not sufficient.
  • Time taken to fix damage to their website and/or email system because of viruses/malware will be invoiced at our current hourly rate.
  • The Agency operates an Operating System and Browser Policy which you can read on our Policies page here https://webdesignuk.agency/client-area/aftercare/our-policies/#os-browser-policy.
  • The Client is also fully responsible for ensuring their devices’ operating systems and browsers are the latest versions with all patches/updates applied.
  • Outdated versions of operating systems and browsers will compromise the security of our servers.
  • If a malicious program is introduced into a Content Management System (CMS), website, email system, our servers etc. from an infected device, The Agency reserves the right to charge all reasonable costs to rid The Agency’s and The Client’s systems of all traces of the malicious program.

(xii) Google Maps

  • From June 11th 2018 Google changed the format for use of their mapping facilities if used on The Client’s website, introducing a new chargeable pricing structure.
      • The Client acknowledges that Google Maps is provided on their website by the Agency and The Client’s credit or debit card details have to be supplied to Google so that the mapping facility can be used.
      • Google may at any time change their price structure and/or the amount of free map impressions allowed in any one calendar month, so The Client may end up paying fees.
      • We offer a map image alternative as an Extra, if The Client prefers.
      • We have written a Knowledge Base article explain the changes in more detail https://webdesignuk.agency/google-maps-changes

(xiii) AfterCare

We offer our AfterCare Package with all our website packages, via our website AfterCare.  This not only offers The Client support options, but it gives The Client total peace of mind about the maintenance of their website.

  • The Agency will provide The Client with technical support for their website, email accounts and mobile app, if applicable, subject to a fair usage policy and; The Client taking the proper security measures on each of their devices, see Section 6.11 above, and reading all help material, including newsletters, we have already supplied on the topic.
  • The Agency will provide The Client with user login credentials to access a secure Content Management System (CMS) where The Client can control their website content.  The Client is responsible for ensuring they protect the user credentials from unauthorised access by taking the proper security measures on each of their devices, see Section 6.11 above.
  • The Agency will provide The Client with user login credentials to access a secure Content Management System (CMS) where The Client can control their mobile app content.  The Client is responsible for ensuring they protect the user credentials from unauthorised access by taking the proper security measures on each of their devices, see Section 6.11 above.
  • Certain areas of the website CMS will be restricted to prevent The Client from damaging the live website.
  • If The Client or a third-party attempts to alter the website/app and ‘breaks’ it, they will be invoiced at our current hourly rate for our time taken to fix it.
  • The Agency may also ask The Client to sign a separate agreement restricting access from any unauthorised persons.
  • The Agency will ask The Client to sign a separate agreement if The Client asks for full Admin access to the website CMS.
  • The Agency will not give The Client full access to the mobile app CMS under any circumstances.
  • If The Client fails to follow written instructions that we have sent them, or instructed them to read, including newsletters, and they ‘break’ the website then the time taken to repair the site will be invoiced at our current hourly rate.
  • Changes requested by The Client beyond the limits of their AfterCare Package will be invoiced at our current hourly rate.
  • Depending on the website package The Client has chosen The Client’s website will be backed up at intervals defined in their package.
  • Any additions to The Project will be carried out at the discretion of The Agency and, where no charge is made by The Agency for such additions, The Agency accepts no responsibility to ensure such additions are error free and reserve the right to charge an according amount for any correction to these or further additions.
  • Where The Agency offers an upgrade (free or chargeable) to The Client for a new website to replace The Client’s existing website, or The Client requests a new website to replace an existing website and The Client takes an upgrade/new site then this constitutes a new Agreement being undertaken and Section 7 below will be enforced from the date the upgrade/new website goes live.

(xiv) Miscellaneous

  • Further Information about a project is contained in any other documents that we send The Client, for example a Project Proposal or Audit Report, and the Agreement The Client signs, which must be read with, and form part of, these Terms & Conditions.
  • Assignment of work: We reserve the right to assign other designers or sub-contractors to The Project to ensure quality and on-time completion.  We only use carefully chosen and GDPR compliant sub contractors if applicable.
  • Reservation of rights: All rights not expressly granted hereunder are reserved to us, including but not limited to all rights in template designs, sketches, comps, or other preliminary materials
  • The Agency will not be liable for costs incurred, compensation or loss of earnings due to the failure of The Client to meet agreed deadlines.
  • The Agency will not be liable or become involved in any disputes between The Client and their customers and cannot be held responsible for any wrongdoing on the part of The Client.
  • Publication: The Client may publish or disclose information regarding the website and shall acknowledge The Agency in all such publications, however The Client will use the name The Agency and not the name Vee Ridgley or Adrian Taylor in any advertising or publicity without our prior written approval.  We will not use The Client’s own name in any advertising or publicity without their prior written approval.
  • Warranty: We do not warrant that the functions contained in the website will meet The Client’s requirements or that the operation of the website will be uninterrupted or error-free. The entire risk as to the quality and performance of the website is with The Client.  In no event will The Agency be liable to The Client or any third party for any damages, including any lost profits, lost savings or other incidental, consequential or special damages arising out of the operation of or inability to operate the website.
  • It is the nature of the internet and servers that means The Agency does not offer any guarantees to the availability or interruption of our services, and we do not accept liability for any losses caused by the unavailability, malfunction or interruption of our services, or for loss of turnover, sales, revenue, profits or indirect, consequential or special loss.
  • The Agency reserves the right to refuse to handle in any way, material which may be deemed offensive, illegal or in any way controversial, and also to terminate the hosting service should the necessity arise.
  • Independence: The Client and The Agency are independent parties and nothing in any of The Agency’s documentation and Agreements with The Client shall constitute either party as the employer, principal or partner of or joint venture with the other party.  Neither The Client nor The Agency has any authority to assume or create any obligation or liability, either express or implied, on behalf of the other.
  • IT Skills: Although we will do our best to help The Client learn the new skills required for running their website/app, we cannot be responsible for any general IT skills that The Client lacks e.g. using Microsoft Word, sending emails etc.  We will be unable to ‘teach’ The Client the same thing over and over again without payment for our time.
  • If any provision of these Terms & Conditions and Agreements with The Client shall be unlawful, void, invalid or for any reason unenforceable, then that provision shall be deemed severable from these Terms & Conditions and Agreements with The Client and shall not affect the validity and enforceability of any remaining provisions.
  • These Terms & Conditions and Agreements with The Client stay in place for a minimum of two years, unless otherwise agreed, and need not be renewed.  We reserve the right to add and/or remove clauses from these Terms & Conditions, Agreements and Policies to reflect changes in our business and/or the internet.

 

WDUK Pricing & Payments

(i) Payments Terms

  • All Project Agreements will have a minimum of two years duration unless otherwise stated within the Agreement.
  • All payments, including but not limited to deposits, final instalments and monthly fees, are made in advance.  Invoices will be issued, and payment is due to the bank account listed on the invoice, within seven days and prior to the period the invoice covers.
  • Once a first payment is paid and work completed The Client is obliged to pay the balance of payment, if applicable, in full. If accounts are not settled or we have not been contacted regarding the delay, we reserve the right to suspend The Client’s website and email accounts.
  • Should there be consistent non-payment of any invoices our solicitors will contact The Client with a view to taking the matter further, and if needs be to seek payment through legal procedures.
  • All monthly fees for The Client’s AfterCare, Pay Monthly or Starter Packages must be paid on the 1st day of each calendar month, and by standing order, to the bank account listed on the invoices, unless otherwise agreed in writing separately with us.
  • If the monthly AfterCare, Pay Monthly or Starter Packages fees are not paid in accordance with our terms, the following action will be taken:
  • Where a missed/late AfterCare, Pay Monthly or Starter Packages monthly payment places the account in arrears, we will ask for this payment to be made within 5 working days.  We will also suspend all AfterCare support services and content management systems (CMS).
      • If the account remains in arrears after the 5 working days all services will be suspended.  This includes, but is not limited to, email accounts, websites and mobile apps.
      • If the account remains in arrears after an additional 5 working days, we reserve the right to add late payment interest fees, in accordance with The Late Payment of Commercial Debts (Interest) Act 1998, to The Client’s outstanding fees to cover our lost time in having to chase The Client for payments.
      • Our late payment interest fees will be 8% over the latest Bank of England Base Rate per annum.  Plus, a minimum of £40 per outstanding invoice.
      • If any domain names included within your AfterCare package are due for renewal during this 10 working day period, they will not be renewed.
      • Once all arrears are cleared, we reserve the right to request that payments are made in advance, either quarterly, half yearly or annually to keep the account clear.
      • We also reserve the right to stipulate that future payments are made by Direct Debit, for which there will be an additional charge.
      • We reserve the right to terminate an Agreement when The Client has surpassed three consecutive missed payments. All outstanding payments will become due and legal action to recover these payments will be taken.
      • We reserve the right to ask for all future projects and/or additional work to be paid in full before any work can commence. The Clients who are in arrears at the time of The Project start date or for The Clients who are persistent late payers during a full calendar year.
  • If The Client envisages any reason why they may not be able to pay they MUST contact us to let us know by opening a support ticket.
  • There are no monthly fees due whilst a website is in test mode unless:
      • The Project reaches The Project’s completion date and is not in a finished enough state to become a live site due to The Client not providing content within the deadlines that The Agency has notified The Client of.  Pro rata payments of 50% of the AfterCare fee(s) will become due per month.
      • The Client is on a Pay Monthly or Starter package, as payments become due from the start date of these packages.
      • Where the delay is the fault of The Agency, then no fees will be charged whilst the site is in test mode.

(ii) Client Payments

  • If the deposit is not paid all work on The Project will cease until it is.  The Client’s deposit is non-refundable once we have started work on The Project.
  • The remaining balance, plus/minus any additions/deductions that may arise, is due on the completion date, and prior to upload and assembly of the website on The Client’s domain.
  • If the completion date is passed, and The Project is not finished because The Client has not supplied the necessary text, images etc., then we will invoice The Client for all work done over and above the amount of the deposit already paid and this invoice will become due for payment immediately.
  • If The Client decides they no longer want the website/app, their deposit is not refundable, and they are still obliged to pay for the work that has been done. Non-payment will result in legal action being taken if necessary.
  • The Project deposit instalment payments can be made by the following method:  By direct transfer to the bank account details listed on the invoices.
  • The Client’s monthly fees for AfterCare etc. will automatically become payable from the completion date.
  • The Client’s monthly fees, plus any additions that may arise, for the Pay Monthly package will become payable on The Project start date.
  • The Client’s quarterly fees, plus any additions that may arise, for the Starter package will become payable on The Project start date.
  • The Client will receive a monthly invoice for their AfterCare package fees, plus any additions that may arise.  If any fees are not paid on time, we reserve the right to suspend The Client’s services and apply late payment fees, see point 7.1 (vi) above.
  • AfterCare package payments can be made by the following method ONLY:
      • By standing order, on the first of each month, bank account details listed on the invoices.
      • N.B. We no longer accept payment by cheque, we do not accept PayPal payments and we currently only accept Pounds Sterling.
  • The Client also agrees to reimburse us for any additional expenses necessary in completion of the website e.g. Extras, new fonts, props, research, postage, stock photography/images/video, travel etc.

 

Project Cessation

(i) Termination and Transfer:

  • Termination during The Project:
      • Either party may terminate their Agreement, within the setup stage, by giving 7 days written notice, by opening a support ticket, to the other party of such termination.
      • In the event that The Project is postponed or terminated at The Client’s request, we shall have the right to invoice pro rata for work completed and time spent up to the date of that request, while reserving all rights under our Agreement.
  • If additional payment is due, this shall be payable within ten days of The Client’s written notification to stop work. In the event of termination, The Client shall also pay any expenses incurred by us and we shall own all rights to the work.
  • The Client shall assume responsibility for payment of legal fees necessitated by default in payment.
  • Termination after the setup: The Client may terminate their Agreement, only after 24 (or other term we have agreed) months by giving 60 days written notice to us, by opening a support ticket, of such termination.
  • Termination requests by The Client prior to the end of this period will be granted upon the client paying the remaining monthly fees up to the end of the initial 24 (or other term we have agreed) months from The Project’s completion date.
  • In the event that The Client is moving to another web company we will issue them with any necessary information and/or passwords for the new company to access their domain and complete the transfer.  If this process becomes complicated, we reserve the right to charge for our time dealing with the new company.
  • Transfer: The Client cannot transfer their Agreement to anyone else without our express, written permission.
  • Cease Trading: if for any reason The Agency ceases trading, we will supply The Client with all necessary information, usernames and passwords etc. for use by another web company.
  • Cease Trading: if for any reason The Client ceases trading, changes its name, or undergoes other alterations rendering a design ill fitting, The Agency cannot issue a refund or build a new website for free.
  • No Communication: if we do not hear from The Client during the setup phase, despite us trying to contact them, we reserve the right to remove and delete their test website.  We also reserve the right under these circumstances to charge them for hosting.
  • Non-Payment: The Agency reserves the right to terminate The Client’s Agreement due to The Client having failed to make their monthly payments as defined above in section 7.

(ii) Project Suspension:

  • If we have not received the information that we have requested from The Client, which is needed for The Project, before the completion date specified in their Agreement then we reserve the right to suspend The Project.
  • To resurrect The Project, The Client will need to agree to a new price estimate using the prices that are current at the time.   Any deposit The Client has paid may be counted towards payment for the new project.

(iii) Software:

If The Client terminates or ends their Agreement with us we reserve the right to remove any licensed software from the website, including but not limited to, any Extras that have a monthly fee

 

Project ‘Extras’

Our different website/app packages already contain various functions built in.  However, we do offer extra functionality if it is required.  The Client will need to pay for any ‘Extras’ they choose prior to us adding them to The Project.

(i) Payment:

  • All monthly fees for The Client’s Extras must be paid before or on the 1st day of each calendar month, and by standing order, unless otherwise agreed separately with us.

(ii) Fees:

  • The set-up costs and additional fees are listed in the individual Extras products themselves. The Client’s set up fee will become due immediately and is to be purchased via the Extras Shop, for which an invoice will be issued.
  • If the Extra is purchased during The Project set up stage then the monthly fees will become due when The Project is completed or after 12 weeks, whichever comes soonest.
  • If the Extra is purchased at a later date, then the monthly fees become due immediately. These fees will be added to The Client’s AfterCare fees invoice.
  • By purchasing an Extra, that has monthly fees associated with it, The Client agrees to a minimum term of one year before they can end/remove/delete the Extra. If the monthly fees are not paid in accordance with our terms, the following action will be taken:
      • Where a monthly payment places the account in arrears, we will ask for this payment to be made as soon as possible and within 7 days.
      • If the account remains in arrears by the end of the month in which it was due, all Extra functionally will be placed on hold until the account is brought up to date.
      • If the account remains in arrears by two consecutive missed payments, all services will be placed on hold. All AfterCare will be withdrawn, all email accounts placed on hold and any websites and/or content management systems will be taken down and access denied. If any domain names are due for renewal during this period, they will not be renewed.
      • Once all arrears are cleared, we reserve the right to request that payments are made in advance, either quarterly, half yearly or annually to keep the account clear.
      • If an account has more than 6 missed payments within a calendar year, we reserve the right to request that payments are made in advance, either quarterly, half yearly or annually.
      • We reserve the right to terminate an Agreement when the client has surpassed six consecutive missed payments. All outstanding payments will become due and legal action to recover these payments will be taken.
      • We reserve the right to ask for all future Extras to be paid for 12 months in full before any work can commence for clients who are in arrears at the time of The Project start date or for clients who are persistent late payers during a full calendar year.
  • If The Client envisages any reason why they may not be able to pay they MUST contact us by opening a support ticket to let us know.

(iii) Discounts:

  • From time to time we make offer Extras for free as part of a promotion.  Depending on the Extra there may still be an additional monthly fee to keep the function active.
  • We may from time to time issue discount coupons for Extras via newsletter or other marketing materials such as leaflets.  The coupon code must be entered during the checkout process, and within the duration of the offer.

(iv) Returns:

As the Extras are by and large software enhancements we do not offer any returns.

(v) Cancellation:

  • To cancel an order The Client must contact us immediately by opening a support ticket, as once the Extra has been installed and/or work started the order cannot be cancelled.
  • If The Client wishes to cancel the Extra during the first 12 months then the rest of the monthly payments will still need to paid.

(vi) Copyright:

We will not agree to use anything that contains any image, logo, brand name, trademark or other feature that leads us to believe The Client does not own the copyright to use the image/material.

 

Business Printing

(i) Payment:

  • All business printing orders must be ordered via the Business Print UK online shop for which an invoice will then be issued.
  • Depending on the item and complexity of design, we reserve the right to charge for, what we deem to be, excessive time spent on the design process.

(ii) Discounts:

  • As a customer of The Agency, The Client will receive a discount code for them to use on the Business Print UK website when placing an order.
  • Also, as a customer of ours, The Client will not have to pay any artwork fees for printing and promotional products.  Subject to point 10.1(ii) above.
  • Our free Business Cards offer is subject to us creating the design and allowing up to two revisions only.
  • We may from time to time issue discount coupons via newsletter or other marketing materials such as leaflets.  The coupon code must be entered during the checkout process, and within the duration of the offer.
  • Any discounted order placed within the last 5 days of the offer period will only be allowed if The Client’s artwork is signed off within 14 days.  Otherwise the full price will be payable.

(iii) Returns:

  • We are only able to accept the return of a custom printed item if it is faulty.
  • Products that have typos etc. that The Client signed off on are not classed as faulty and replacements must be paid for.
  • To return an item The Client must open a support ticket within 3 days of receipt of the item for a returns code number.
  • Items must be returned in their original condition and secure packaging.
  • Please note that personalised items, custom printed items and special order items cannot be returned if The Client changes their mind.

(iv) Cancellation:

To cancel an order The Client must open a support ticket immediately, as once the print process has begun orders for personalised items, custom printed items, special order items, cannot be cancelled.

(v) Copyright:

  • We will not print anything that contains any image, logo, brand name, trademark or other feature that leads us to believe The Client does not own the copyright to use the image/material.
  • By sending us any artwork The Client confirms that they own the copyright or have a valid and current licence to use it.

 

Client Incentives

(i) Free Business Cards:

  • For any new Project package that The Client takes with The Agency they will receive a set of our Luxury Double Sided business cards.  This also includes brand new Projects taken by existing clients. The number of cards The Client will receive is dependent on the website package they take.
  • We can either replicate The Client’s existing business card design or create a new design for them.  The new design will either be of our creation or a design The Client has shown us that they like, and they will have up to two revisions to the design.
  • If The Client requires any further revisions we will be able to action them, but they will be charged for the time taken to make them and to gain further approval from The Client.

(ii) Our Client Discounts:

  • The standard discount that we give to The Client, for our printed products, is for their sole use only.
      • The discount code is not to be shared with anyone outside The Client’s organisation.  If we believe that the discount code has been shared incorrectly, we reserve the right to either cancel the order or insist on full payment.
      • The purpose of The Client discount is to help The Client with cost savings.  We will however accept personal orders, for example for Christmas Cards, from within The Client’s organisation.
  • Discounts for additional Projects will be determined on a case by case basis.
      • There are several factors we will consider, such as how many packages The Client already has with us, how long they have been a client of ours, their payment status with us, or anything else we choose to base our decision on.
      • The minimum discount will be 10% though.
      • The Client will be required to sign a new two-year (minimum) Agreement with The Agency for the new Project.
  • For change of main franchise rebranding work we will not charge The Client for this.
      • However, the work will only include a like for like swap of images, graphics, text and colour scheme.
      • Any changes to design will be charged for.
      • We will expect The Client to work closely with us on this, providing access to media libraries, content, colour schemes etc.
      • The Client will be required to sign a new two-year (minimum) Agreement with The Agency.
  • Any discounts given that are time specific will be removed if the invoice that includes the discount is not paid within the stated time frame.

(iii) Further Client Discounts:

  • For Business Print UK offers The Client will need to request their additional discount code, via a support ticket, if they see an offer they would like to take advantage of.
  • The Client may receive a code from us via newsletter or other communication.  The additional discount code can be used in conjunction with The Client’s standard code.
  • Our Bundle prices are already discounted, though The Client is able to use their standard discount code with them.
  • Any Extras offers will also be already discounted and The Client will not require a discount code to purchase them.
  • The offers will likely be time restricted, which means that, particularly for printed products The Client will need to have their artwork signed off within 14 days of the offer ending.
  • If the artwork is not signed off within this time, then we reserve the right to cancel the order or invoice The Client for full payment.

(iv) Free Artwork On Printed Products

  • As a client of The Agency, when The Client orders any printed materials and/or promotional gifts from us, via Business Print UK, they will receive free artwork for the order.
  • This is limited to the design creation and up to two revisions only.  The Client can help with this process from the beginning, by being very clear about the type of design they are looking for and/or by showing us a printed design they like the look of.
  • If The Client requires any further revisions we will be able to action them, but they will be charged for the time taken to make them and to gain further approval from The Client.
  • All artwork must be approved within 60 days or we reserve the right to charge for our time spent on designing the artwork.
  • Once we have created a design for The Client we will not charge for any artwork time when they need a reprint of that design.

(v) Referrals Scheme

  • Our rewards for The Client successfully referring us to another company, organisation or individual are as follows:
      • If The Client successfully, see (iii) below, refers us to other people and businesses then we want to reward them for your help, and for their trust in us.
      • We currently offer three types of rewards, and the choice is The Client’s.
        1. Discount on The Client’s own monthly AfterCare fees
        2. Amazon gift card to spend as The Client wishes or they may choose a different store gift card
        3. Receive products from the Marketing Helpers category in our Business Print UK shop for free
  • Rewards will only become payable to The Client once the referral is successful.
      • By ‘successful’ we mean that the following conditions have been met:
      • The party that The Client refers us to must take a website or mobile app Project from us.
      • The party that The Client refers us to must inform us, before their Project begins, that it was The Client that referred them to us
      • To receive discounted AfterCare fees, the party that The Client refers us to must have their own Project paid for in full, their new website/app live, and have paid their first monthly AfterCare fee.
      • To receive the Amazon gift card the party that The Client refers us to must have their own Project paid for in full.
      • The Project does not have to be live yet.
  • Any reduction in fees is limited only to The Client’s AfterCare fees and not any Extras they may have purchased.
  • The Client cannot have a mixture of discount off their AfterCare fees and an Amazon gift card.
  • There is no cash alternative to Amazon, or other store, gift cards or free Marketing Helpers.
  • For the party that The Client refers us to to receive their free Marketing Helper, they must have informed us, prior to the start of The Project, that it was The Client that referred them to us.
  • The value of The Client’s free Marketing Helper can be no more than £60.00, they are however welcome to order larger quantities if they wish and we will discount the difference.
  • Amazon gift cards will be despatched either electronically or by Royal Mail second class post.
  • For The Client to continue to receive their discounted AfterCare fees, the party that The Client referred us to must remain a paying client of ours.
  • If the party that The Client referred us to cancels their Agreement, after the minimum contract period is over, then once we have received their last monthly AfterCare fee, The Client’s own monthly AfterCare fee will increase by the amount it was discounted for that referrer.

(vi) Affiliate Income

These Terms and Conditions will follow once our affiliate program is up and running.

 

Miscellaneous

(i) Newsletter:

  • We may occasionally produce an email newsletter to keep you informed of service issues, new products, special offers, discount coupons etc.
  • Subscription to this service is entirely voluntary and can be cancelled at any time.  However, The Agency will not be held responsible in any way for The Client not reading important instructions included within newsletters.
  • The Client’s email address will not be used for any other purpose or shared with any third party.  The Client can read more about our use of their data in our GDPR Policy.

(ii) Complaints

In the unlikely event of a complaint please contact us via a support ticket or telephone us.  Alternatively, you can write to us at our address below:

Web Design UK, Suite 1603, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ

or

Farmgear Marketing, The Old Vicarage, Church Close, Boston, Lincolnshire, PE21 6NE

(iii) Links:

The following links will take you to any relevant websites, shops and Knowledge Base articles mentioned within this document.

(iv) Documents:

This document must be read in conjunction with, and forms part of the complete Web Design UK policies and agreements:

This document was last updated in January 2020

Contents

  1. Overview
  2. Network/Server Security
  3. Workstation Security
  4. Password Security
  5. Acceptable Use
  6. Wireless Access
  7. Encryption
  8. Email
  9. Email Retention
  10. Metadata
  11. Remote Access
  12. Employee Termination
  13. Visitor and Contractor Access
  14. Vulnerability Management
  15. Information Classification
  16. Enforcement
  17. Service Provider Confidentiality Agreement

Appendix 1.
Appendix 2.

 

1. Overview

1.1 Purpose – Web Design UK is entrusted with the responsibility to provide professional services to clients who provide us with confidential information. Inherent in this responsibility is an obligation to provide appropriate protection against theft of data and malware threats, such as viruses and spyware applications. The purpose of this policy is to establish standards for the base configuration of equipment that is owned and/or operated by Web Design UK or equipment that accesses Web Design UK’s internal systems. Effective implementation of this policy will minimise unauthorised access to Web Design UK proprietary information and technology and protect confidential client information.

1.2 Scope – This policy applies to equipment owned and/or operated by Web Design UK, to its employees and to the client’s employees connecting to any Web Design UK-owned network domain.

 

2. Network/Server Security

2.1 Server Configuration – The most recent security patches will be installed on the system as soon as practical, the only exception being when immediate application would interfere with business requirements.

2.2 Our servers are physically located in an access-controlled environment.

2.3 Our servers are specifically prohibited from being operated from uncontrolled cubicle areas.

2.4 Security-related Events – Security-related events will be reported to the Security Manager. Corrective measures will be prescribed as needed. Security-related events include, but are not limited to:

(a) Port-scan attacks
(b) Evidence of unauthorised access to privileged accounts
(c) Anomalous occurrences that are not related to specific applications on the host.

2.5 Server Malware Protection – Our servers have an application installed that gives real-time scanning that protects files and applications running on the server from trojans, viruses, malware & other malicious threats.

2.6 Backup Procedures – Our website backups are scheduled to run nightly to capture all data from the previous day.

2.7 Backup logs are reviewed to verify that the backup was successfully completed.

2.8 Backup data storage is on the Amazon S3 infrastructure and within Europe.

2.9 Data on hard drives is backed up daily, and mobile devices are backed up on a weekly basis or as soon as practical if on an extended travel arrangement.

2.10 We can test our restoration process regularly and have written instructions in the event that the Security Manager is not available to restore data when needed.

2.11 See Appendix 2 for our server Certificate ISO-IEC 27001.

 

3. Workstation Security

3.1 Authorised Users – We take appropriate measures when using workstations to ensure the confidentiality, integrity and availability of sensitive information is restricted to authorised users.

3.2 Safeguards – Web Design UK implement s physical and technical safeguards for all workstations that access electronic confidential information to restrict access to authorised users. Appropriate measures include:

(a) Restricting physical access to workstations to only authorised personnel.
(b) Securing workstations (screen lock or logout) prior to leaving area to prevent unauthorised access.
(c) Enabling a password-protected screen saver with a short timeout period to ensure that workstations that were left unsecured will be protected.
(d) Complying with all applicable password policies and procedures.
(e) Ensuring workstations are used for authorised business purposes only.
(f) Never installing unauthorised software on workstations.
(g) Storing all confidential information on network servers.
(h) Keeping food and drink away from workstations in order to avoid accidental spills.
(i) Securing laptops that contain sensitive information by using cable locks or locking laptops up in drawers or cabinets.
(j) Complying with the Anti-Virus policy.
(k) Ensuring that monitors are positioned away from public view.
(l) Ensuring workstations are left on but logged off in order to facilitate after-hours updates. Exit running applications and close open documents.
(m) Ensuring that all workstations use a surge protector.
(n) If wireless network access is used, ensure access is secure by following the Wireless Access policy.

3.3 Software Installation – Employees may not install software on Web Design UK’s computing devices operated within the Web Design UK network. Software requests must first be approved by the requester’s manager and then be made to the Security Manager in writing or via email. Software must be selected from an approved software list, maintained by the Security Manager, unless no selection on the list meets the requester’s need. The Security Manager will obtain and track the licenses, test new software for conflict and compatibility, and perform the installation.  This policy covers all computers, servers, and other computing devices operating within Web Design UK’s network.

3.4 Malware Protection and Anti-Virus – All Web Design UK computers have Web Design UK’s standard, supported anti-virus and anti-malware software installed and scheduled to run at all times. In addition, the anti-virus software is kept up-to-date. Virus-infected computers will be removed from the network until they are verified as virus-free. Any activities with the intention to create and/or distribute malicious programs into Web Design UK’s networks (e.g., viruses, worms, Trojan horses, email bombs, etc.) are prohibited, in accordance with the Acceptable Use policy.

 

4. Password Security

4.1 Requirements – All system-level passwords (Administrator, etc.) should be changed on a quarterly basis, at a minimum.

4.2 All user-level passwords (e.g., email, web, desktop computer, etc.) should be changed at least every six months.

4.3 All user-level and system-level passwords conform to the standards described below.

4.4 Standards – All users at Web Design UK are aware of how to select strong passwords. Strong passwords have the following characteristics:

(a) Contain at least three of the five following character classes:

(i) Lower case characters
(ii) Upper case characters
(iii) Numbers
(iii) Punctuation
(iv) Special characters (e.g. @#$%^&*()_+|~-=\`{}[]:”;’<>/ etc)

(b) Contain at least eight to fifteen alphanumeric characters.
(c) The password is NOT:

(i) A word found in a dictionary (English or foreign)
(ii) A common usage word such as: Computer terms and names, commands, sites, companies, hardware, software
(iii) “Password1” or any derivation
(iv) Our business name, location or any derivation
(v) Names of family, pets, friends, co-workers, celebrities etc.
(vi) Birthdates and other personal information such as addresses and phone numbers
(vii) Word or number patterns like aaabbb, qwerty, zyxwvuts, 123321, etc.
(viii) Any of the above spelled backwards
(ix) Any of the above preceded or followed by a digit (e.g., secret1, 1secret)

(d) We achieve our password security by using a strong random password generator.

(e) Passwords are only stored within encrypted environments

4.5 Protective Measures – We do not share Web Design UK passwords with anyone, including administrative assistants or secretaries. All passwords are treated as sensitive, official Web Design UK information.

4.6 Passwords are never written down or stored on-line without encryption.

4.7 We do not reveal a password in email, chat, or other electronic communication.

4.8 We do not speak about a password in front of others.

4.9 We do not hint at the format of a password (e.g., “my family name”).

4.10 We do not reveal a password on questionnaires or security forms.

4.11 If someone demands a password, we refer them to this document and direct them to the Security Manager.

4.12 We always decline the use of the ‘Remember Password’ feature of applications.

4.13 Passphrases – Access to the Web Design UK Networks via remote access is controlled using either a one- time password authentication or a public/private key system with a strong passphrase.

4.14 A good passphrase is relatively long and contains a combination of upper and lowercase letters and numeric and punctuation characters.

4.15 All of the rules above that apply to passwords apply to passphrases.

 

5. Acceptable Use

5.1 General Use and Ownership – Web Design UK’s network administration desires to provide a reasonable level of privacy.

5.2 Any information that users consider sensitive or vulnerable should be encrypted.

5.3 For security and network maintenance purposes, authorised individuals within Web Design UK may monitor equipment, systems and network traffic at any time.

5.4 Security and Proprietary Information – The user interface for information contained on Web Design UK’s systems is classified as Official. Employees take all necessary steps to prevent unauthorised access to this information.

5.5 Both Web Design UK and our clients must use secure passwords and do not share accounts. Authorised users are responsible for the security of their passwords and accounts.

5.6 All iMacs, PCs, laptops and workstations are secured with a password-protected screensaver with the automatic activation feature set at 10 minutes or less, or by logging-off when unattended.

5.7 All iMacs, MacBooks, PCs, laptops, mobile devices and workstations used by anyone connected to the Web Design UK network, whether owned by the client, employees, contractors or Web Design UK, shall have continually monitoring virus-scanning software and malware scanning software.

5.8 The client, employees, contractors and Web Design UK must use extreme caution when opening email attachments received from unknown senders, which may contain viruses, email bombs, or Trojan horse code.

5.9 Unacceptable Use – The following activities are, in general, prohibited. The lists below are by no means exhaustive, but attempt to provide a framework for activities which fall into the category of unacceptable use.

(a) Under no circumstances is an employee of Web Design UK authorised to engage in any activity that is illegal in national or international law while utilising Web Design UK-owned resources.
(b) Violations of the rights of any person or organisation protected by copyright, trade secret, patent or other intellectual property, or similar laws or regulations, including, but not limited to, the installation or distribution of ‘pirated’ or other software products that are not appropriately licensed for use by Web Design UK.
(c) Unauthorised copying of copyrighted material including, but not limited to, digitisation and distribution of photographs from magazines, books or other copyrighted sources, copyrighted music, and the installation of any copyrighted software for which Web Design UK or the end user does not have an active license is strictly prohibited.Exporting software, technical information, encryption software or technology, in violation of international or regional export control laws, is illegal. The appropriate management should be consulted prior to export of any material that is in question.
(d) Introduction of malicious programs into the network or server (e.g., viruses, worms, Trojan horses, email bombs, etc.).
(e) Revealing your account password to others or allowing use of your account by others. This includes family and other household members when work is being done at home.
(f) Using a Web Design UK computing asset to actively engage in procuring or transmitting material that is in violation of sexual harassment or hostile workplace laws in the user’s local jurisdiction.
(g) Making fraudulent offers of products, items, or services originating from any Web Design UK account.
(h) Effecting security breaches or disruptions of network communication. Security breaches include, but are not limited to, accessing data of which the employee is not an intended recipient or logging into a server or account that the employee is not expressly authorised to access, unless these duties are within the scope of regular duties. For purposes of this section, ‘disruption’ includes, but is not limited to, network sniffing, pinged floods, packet spoofing, denial of service, and forged routing information for malicious purposes.
(i) Port scanning or security scanning is expressly prohibited unless prior notification to the Security Manager is made.
(j) Executing any form of network monitoring which will intercept data not intended for the employee’s host, unless this activity is a part of the employee’s normal job/duty.
(k) Circumventing user authentication or security of any host, network or account.
(l) Interfering with or denying service to any user other than the employee’s host (for example, denial of service attack).
(m) Using any program/script/command, or sending messages of any kind, with the intent to interfere with, or disable, a user’s terminal session, via any means, locally or via the Internet.
(o) Providing information about, or lists of, Web Design UK and/or client employees to parties outside Web Design UK.

 

6. Wireless Access

6.1 Web Design UK Device Requirements – All wireless devices that reside at a Web Design UK site and connect to a Web Design UK network must:

(a) Be installed, supported, and maintained by the Security Manager.
(b) Use Web Design UK approved authentication protocols and infrastructure.
(c) Use Web Design UK approved encryption protocols.
(d) Maintain a hardware address (MAC address) that can be registered and tracked.
(e) Home Wireless Device Requirements

6.2 Wireless devices that provide direct access to the Web Design UK corporate network, must conform to the security protocols as detailed for Web Design UK wireless devices.

6.3 Wireless devices that fail to conform to security protocols must be installed in a manner that prohibits direct access to the Web Design UK corporate network. Access to the Web Design UK corporate network through this device must use standard remote access authentication.

 

7. Encryption

7.1 Standards – Proven, standard algorithms are used as the basis for encryption technologies.

7.2 Mobile Device Encryption – Mobile devices are defined to include laptops, tablets, and smartphones.  Web Design UK do not store any data on mobile devices.

7.3 Web Design UK may use a mobile device to access data stored in an encrypted environment only.

7.4 Our client websites are all covered by a Comodo SSL certificate and data is encrypted.

 

8. Email

8.1 Web Design UK do not use email for client communications, instead we use a secure and encrypted support card system.  However, email may occasionally be used.

8.2 Prohibited Use – Web Design UK’s email system shall not to be used for the creation or distribution of any disruptive or offensive messages, including offensive comments about race, gender, hair colour, disabilities, age, sexual orientation, pornography, religious beliefs and practice, political beliefs, or national origin. Employees who receive any emails with this content from any Web Design UK employee should report the matter to their supervisor immediately. The following activities are strictly prohibited, with no exceptions:

(a) Sending unsolicited email messages, including the sending of junk mail or other advertising material to individuals who did not specifically request such material (email spam).
(b) Any form of harassment via email, telephone or paging, whether through language, frequency, or size of messages.
(c) Unauthorised use, or forging, of email header information.
(d) Solicitation of email for any other email address, other than that of the poster’s account, with the intent to harass or to collect replies.
(e) Creating or forwarding ‘chain letters’, ‘Ponzi’ or other ‘pyramid’ schemes of any type.
(f) Use of unsolicited email originating from within Web Design UK’s networks of other Internet/Intranet/Extranet service providers on behalf of, or to advertise, any service hosted by Web Design UK or connected via Web Design UK’s network.
(g) Posting the same or similar non-business-related messages to large numbers of Usenet newsgroups (newsgroup spam).

8.3 Personal Use – Using a reasonable amount of Web Design UK resources for personal emails is acceptable, but nonwork related email shall be saved in a separate folder from work related email. Sending chain letters or joke emails from a Web Design UK email account is prohibited. Virus or other malware warnings and mass mailings from Web Design UK shall be approved by Web Design UK Security Manager before sending. These restrictions also apply to the forwarding of mail received by a Web Design UK employee.

 

9. Email Retention

9.1 Administrative Correspondence – Web Design UK Administrative Correspondence includes, though is not limited to clarification of established Agency policy, including holidays, time card information, dress code, work place behaviour and any legal issues such as intellectual property violations. All email with the information sensitivity label Management Only shall be treated as Administrative Correspondence.

9.2 Web Design UK Administration is responsible for email retention of Administrative Correspondence.

9.3 Fiscal Correspondence – Web Design UK Fiscal Correspondence is all information related to revenue and expense for the Agency. The Web Design UK owner is responsible for all fiscal correspondence.

9.4 General Correspondence – Web Design UK General Correspondence covers information that relates to customer interaction and the operational decisions of the business. Web Design UK is responsible for email retention of General Correspondence.

9.5 Ephemeral Correspondence – Web Design UK Ephemeral Correspondence is by far the largest category and includes personal email, requests for recommendations or review, email related to product development, updates and status reports.

9.6 Encrypted Communications – Web Design UK encrypted communications are stored in a manner that protects the confidentiality of the information.

9.7 Monitoring – Web Design UK employees shall have no expectation of privacy in anything they store, send or receive on the Agency’s email system. Web Design UK may monitor client email messages only with the express permission of the client.  However, Web Design UK is not obliged to monitor email messages.

For further details on Web Design UK data retention please view our GDPR Policy.

 

10. Metadata

10.1Definition – When you create and edit your documents, information about you and the edits you make is automatically created and hidden within the document file. Metadata can often be sensitive or confidential information and can be potentially damaging or embarrassing. On its Web site, Microsoft indicates that the following metadata may be stored in documents created in all versions of Word, Excel and PowerPoint:

(a) Your name and initials (or those of the person who created the file)
(b) The name of your computer
(c) Your firm or organisation name
(d) The name and type of the printer you printed the document on
(e) Document revisions, including deleted text that is no longer visible on the screen
(f) Document versions
(g) Information about any template used to create the file
(h) Hidden text
(i) Comments

10.2 Removing Metadata – Microsoft

(a) Disable ‘allow fast saves’ feature
(b) ‘Inspect Document’ and remove flagged items. ‘Inspect Document’ will vary depending on your software version. In 2010, it is located under File > Info > Check For issues
(c) Third party software will help identify and clean metadata from your documents if it is necessary to send documents in native format. Verify appropriate software with the Security Manager.

10.3 Removing Metadata – WordPerfect

(a) Uncheck Save Undo/Redo items with document. It can allow you to view hundreds of past changes in terms of what text was cut, copied and even deleted from the document.
(b) There is no software program that easily and automatically removes metadata from WordPerfect documents.

10.4 Converting to PDF

(a) Converting files to PDF format with Adobe Acrobat or other PDF creators will usually strip out most metadata.
(b) In Acrobat, Select File, then Document Properties to view the summary metadata information within a PDF file. Add further restrictions on how the document can be accessed, used, copied and printed in the Security Options settings as needed.

 

11. Remote Access

11.1 Persons Affected – Web Design UK employees, consultants, vendors, contractors and others who use mobile computing and storage devices on the network at the Web Design UK.

11.2 General Standards – It is the responsibility of Web Design UK employees, contractors, vendors and agents with remote access privileges to Web Design UK’s corporate network to ensure that their remote access connection is given the same consideration as the user’s on-site connection to Web Design UK.

11.3 Requirements:

(a) Secure remote access must be strictly controlled. Control will be enforced via one-time password authentication or public/private keys with strong pass-phrases. For information on creating a strong pass-phrase see the Password policy.
(b) At no time should any Web Design UK employee provide their login or e-mail password to anyone, not even family members.
(c) Web Design UK employees and contractors with remote access privileges must ensure that their Web Design UK-owned or personal computer or workstation, which is remotely connected to Web Design UK’s corporate network, is not connected to any other network at the same time, with the exception of personal networks that are under the complete control of the user.
(d) Web Design UK employees and contractors with remote access privileges to Web Design UK’s corporate network must not use non-Web Design UK e-mail accounts (i.e., Hotmail, Yahoo, AOL), or other external resources to conduct Web Design UK business, thereby ensuring that official business is never confused with personal business.
(e) Routers configured for access to the Web Design UK network must meet minimum authentication requirements.
(f) Reconfiguration of a home user’s equipment for the purpose of split-tunnelling or dual homing is not permitted at any time.
(g) Non-standard hardware configurations must be approved by the Security Manager, and Web Design UK must approve security configurations for access to hardware.
(h) All PCs, laptops and workstations that are connected to Web Design UK internal networks via remote access technologies must use the most up-to-date anti-virus software (place URL to corporate software site here), this includes personal computers.
(i) Personal equipment that is used to connect to Web Design UK’s networks must meet the requirements of Web Design UK-owned equipment for remote access.
(j) Individuals who wish to implement non-standard Remote Access solutions to the Web Design UK production network must obtain prior approval from the Security Manager.

11.4 Mobile Computing and Storage Devices Items covered – Mobile computing and storage devices include, but are not limited to: laptop computers, plug-ins, Universal Serial Bus (USB) port devices, Compact Discs (CDs), Digital Versatile Discs (DVDs), flash drives, smartphones, tablets, wireless networking cards, and any other existing or future mobile computing or storage device, either personally owned or Web Design UK owned, that may connect to or access the information systems at the Web Design UK.

11.5 Risks – Mobile computing and storage devices are easily lost or stolen, presenting a high risk for unauthorised access and introduction of malicious software to the network at the Web Design UK. These risks must be mitigated to acceptable levels.

11.6 Encryption – Portable computing devices and portable electronic storage media that contain confidential, personal, or sensitive Web Design UK information must use encryption or equally strong measures to protect the data while it is being stored.

11.7 Database – Databases or portions thereof, which reside on the network at the Web Design UK, shall not be downloaded to mobile computing or storage devices.

11.8 Minimum Requirements:

(a) Report lost or stolen mobile computing and storage devices to the Security Manager.
(b) Non-departmental owned device that may connect to the Web Design UK network must first be approved by the Security Manager.
(c) Compliance with the Remote Access policy is mandatory.

 

12. Employee Termination

12.1 Removing access – An employee’s credentials shall be inactivated immediately upon termination of employment. This includes, but is not limited to the following:

(a) Web Design UK’s database
(b) Workstation access
(c) Email access
(d) Remote access to Web Design UK’s network
(e) Any other access to Web Design UK’s network or programs

12.2 Returning mobile devices – Any employee in possession of firm portable devices shall return such devices before exiting the premises on their final day of employment. Mobile devices include, but are not limited to, the following:

(a) Web Design UK-owned smartphone
(b) Web Design UK-owned tablet
(c) Laptop
(d) USB driveCD or DVD containing Web Design UK client information

 

13. Visitor and Contractor Access

13.1 Permission – Visitors who require internet network access will need the permission of the Security Manager. After credentials are arranged, activities on the network will be subject to the Acceptable Use policy. Visitor use of employee credentials is not permitted under any circumstances.

13.2 Contractors – Contractors making changes to the network should notify the Security Manager if any interruption of services is anticipated. Prior arrangement should be made to notify all staff of the interruption if possible.

13.3 Remote Access – Remote Access to Web Design UK networks are governed by the Web Design UK Remote Access policy.

 

14. Vulnerability Management

14.1 Device Vulnerability Scanning – All Web Design UK, employee and contractor devices connected to both the public and private segments of the network are protected by licensed anti-virus and anti-malware software. Device scans are carried out continuously in the background.

(a) Manual device scans are carried out one a month by the device user.
(b) Clients are expected to also follow the same device scanning procedures.

14.2 Server Vulnerability Scanning – Our dedicated server is certified to the ISO/IEC 27001 standard.  See Appendix 2 for our server ISO Certificates.

(a) Our dedicated servers are protected by licensed anti-virus and anti-malware software. Server scans are carried out continuously in the background.
(b) We can offer clients up to three ad hoc Penetration Tests per annum.

14.3 Patching – All Web Design UK, employee and contractor devices connected to both the public and private segments of the network have any software updates and/or patches activated straight away.  Our dedicated server patches are activated as quickly as possible.

14.4 Vulnerability Reporting – Vulnerability reporting is provided by our security software and notifications from Web Design UK employees, contractors or clients.

14.5 Remediation Management – Any unexpected and/or reported critical vulnerabilities will be assessed and remediated as quickly as possible.

14.5 Exceptions Management – Vulnerabilities may exist in operating systems, applications, web applications, or in the way different components interoperate together. While every effort must be made to correct issues, some vulnerabilities cannot be remediated. Vendors may have appliances that are not patched, services may be exposed for proper application operations, and systems may still be commissioned that are considered end-of-life by the developer and manufacturer.

In these cases, additional protections may be required to mitigate the vulnerability. 

Exceptions may also be made so that the vulnerabilities are not identified as items of risk to the system and organisation. In rare cases, the vulnerability scanner may falsely identify a vulnerability that cannot be corrected by the scan vendor. These types of shortcomings do not accurately reflect the risk of the system and require an exception process. This elaborates itself in the form of multiple exception types:

(a) False Positives arise when the scanner has identified a host as being vulnerable when, in fact, it is not. This can occur because some vulnerabilities can only be identified by software version numbers and some applications will ‘back patch’ or patch the issue without updating version numbers. These findings have subsequently been reported back to the scan vendor and no improvements can be performed to the automated check.
(b) Acceptable Risk vulnerabilities are those where the vulnerability is real, but compensating controls are in place to mitigate the risk or the service has been deemed too critical for intervention.
(c) Delayed Action are real vulnerabilities that cannot be mitigated in the time frame specified by the SLA due to business impact (downtime to apply remediation) or because of testing that is required to ensure operations are not affected by the recommended remediation.

The Security Manager will review all posted exceptions to validate that the exceptions are still appropriate.  Any exception that is no longer required will be removed.

 

15. Information Classification

The majority of information that is created or processed by Web Design UK shall be security classified according to the Government Security Classifications, as Official.  This includes routine business operations and services, some of which could have damaging consequences if lost, stolen or disclosed inappropriately.

Web Design UK does not keep any sensitive data on its clients.  Information gathered via a client’s website is stored within the website database, until the client chooses to delete it.  Web Design UK does not access this information unless instructed to do so by the client.

 

16. Enforcement

Any employee found to have violated this policy will be subject to disciplinary action, up to and including termination of employment.

 

17. Service Provider Confidentiality Agreement

It is the policy and practice of Web Design UK (The Agency) that the confidentiality of all client, business and related matters is carefully guarded and protected in every possible and reasonable manner at all times. For that reason, you are being asked in your capacity as an employee, contractor or representative of a client of The Agency to review and agree to this Information Security Policy.  Your continuation of employment or use of Web Design UK for website services represents and documents your acknowledgement and agreement to maintain complete and strict confidentiality regarding any client information and any and all other office matters that you may be told or inadvertently or otherwise learn in the course of your work with Web Design UK.

Any breach of this Information Security Policy to third parties will result in the immediate termination of our business relationship. Further, should you breach this confidentiality policy in any way, you and your company will be jointly and severally liable for any and all damages and expenses including legal fees caused to The Agency its clients or employees.

 

18. Documents

This document must be read in conjunction with, and forms part of the complete Web Design UK policies and agreements:

This document was last updated in January 2020

 

Appendix 1

Web-Design-UK-Information-Security-Policy-Document-Appendix-1

Appendix 2

Web-Design-UK-Information-Security-Policy-Document-Appendix-2

Web Design UK operates an operating system (OS) and browser policy, and all devices that connect to any of our systems must:

  • Ideally be the latest version of the OS or;
  • Be a current and fully supported version of the OS
  • Have updates and/or security patches applied at the time of issue by the OS
  • Use the latest version of any browser
  • Have updates and/or security patches applied at the time of issue by the browser

Failure to comply with the above may compromise our and your systems.  Any security issues caused by your non-compliance, that require work by us to correct, will be charged for.

Please also be aware that failure to comply with the browser terms above may render your website(s) in a ‘broken’ format.

As each client will have their own choice and combination of OS and browsers, we are unable to provide instructions here.  Please visit the relevant OS and browsers websites to learn how.

As of 2019 you must NOT connect to our systems using any version of Microsoft prior to Windows 7, including but not limited to, Windows XP, Windows Vista etc.

We also recommend that you turn on automatic updates for your chosen browser.

 

The Special Case of Microsoft

In the past, when Microsoft have brought out a new OS, there would be a period of time when you could upgrade to the new OS for free.  After that period, you would have to purchase the new OS.  For this reason, many people carried on with their existing OS.

Over time Microsoft withdrew support, i.e. technical assistance and updates, for their OSs, which can leave them vulnerable to security issues.

 

Here is a specific example:

Microsoft have announced that all support for Windows 7 ends on 14th January 2020.

Microsoft committed to providing 10 years of support for Windows 7 when it was released on October 22nd, 2009 and this has now coming to an end.

From 14th January 2020 all technical assistance and automatic updates that help protect your PC will no longer be made available for the product.  Microsoft strongly recommends that you move to Windows 10 sometime before January 2020 to avoid a situation where you need service or support that is no longer available.

Of course, you can continue to use Windows 7, but after support has ended, your PC will become more vulnerable to security risks and viruses. Windows will continue to start and run, but you will no longer receive software updates, including security updates, from Microsoft.  However, you will no longer be allowed to connect to our servers.

Our Full Terms & Conditions state that Clients who connect to our systems, such as, but not limited to, website CMS, email accounts etc., must ensure their devices have current and up-to-date security software installed.  They must also ensure their devices’ operating systems and browsers are the latest versions with all patches/updates applied.

In addition, support for the browser Internet Explorer on a Windows 7 device will also be discontinued on January 14, 2020.  As a component of Windows, Internet Explorer follows the support lifecycle of the Windows OS it is installed on.

Internet Explorer 11 is the last major version of Internet Explorer and will continue receiving security updates and technical support for the lifecycle of the version of Windows on which it is installed.  Hence all support will end for any devices still running Windows 7 after January 14th 2020.

Internet Explorer users had until January 12, 2016, to upgrade their browser to the latest version, after which time the previous versions of Internet Explorer reached end of support.  End of support means there are no more security updates, non-security updates, free or paid assisted support options, or online technical content updates.

If you wish to continue to use a Microsoft browser, we recommend upgrading to Windows 10 as soon as possible and using the new Microsoft Edge browser.  Microsoft also recommends using Microsoft Edge as your default browser, and it supports Internet Explorer 11 for backward compatibility.

If you require help with this process please read more about our new software and hardware support service.

Further information on the Windows 7 OS and Internet Explorer browser lifecycles can be found on the Microsoft website by clicking on the links below.

 

Documents

This document must be read in conjunction with, and forms part of the complete Web Design UK policies and agreements:

This document was last updated in January 2020

Web Design UK operates a secure password policy and all passwords that connect to any of our systems must:

  • Be 8 or more characters long
  • Include a capital letter
  • Include a lowercase letter
  • Include a number
  • Include a special character
  • Unique and not be used for logging into more than one software system

We appreciate that people in general prefer something easy to remember and will even use the same password for multiple websites and/or software they use.  Often people will think that “no one will be interested in hacking into my accounts“.  Although they are probably correct in the literal sense, but it is not people we are protecting our logins from but sophisticated and automated hacker bots.

This policy is in place to protect both the client organisation’s data and the personal information of any website/app users.  The following will also apply:

 

  • If the client chooses to change any passwords that have been issued to them by us, then they must agree to make sure they use secure passwords and not ones that will be easy to guess by hacker bots
  • It will also be the client’s responsibility to keep the usernames and passwords private, safe and secure
  • The client must not share passwords with or disclose them to any third party
  • If the client needs to issue any personnel with passwords, for example their email accounts, make sure they also know and understand the security risks of not safeguarding them
  • If the client needs a new email account or website access they must request one using by opening a support card.
  • If a member of staff leaves the organisation the client must inform us immediately, by opening a support card, so that the email account can be safely removed.

DO NOT share logins for emails, website or mobile app CMS with others even from within your own team.

 

Documents

This document must be read in conjunction with, and forms part of the complete Web Design UK policies and agreements:

This document was last updated in January 2020

1. Overview

This agreement describes the level of service that all clients can expect from Web Design UK. It attempts to quantify the levels of service that all clients can expect, and the remedies we offer if we fail to provide service at those levels.

Terminology

We used several specific terms throughout this and other relevant documents.

  • Services refers to the professional services described in the Client Agreement. This SLA does not apply to any software, equipment, services, or other parts of an information technology system that are not purchased from or managed by Web Design UK.
  • Website refers to a single site on a specific domain. If there are sites on further domains or on sub domains, they are separate websites.
  • Mobile App refers to an application built to be downloaded onto a mobile device from either a website or App store.
  • AfterCare refers to our ongoing support packages designed to give you complete peace of mind with your website and/or mobile app and all its associated tasks and functions.
  • Hosting refers to the process of storing a website or other data on a server so that it can be accessed over the Internet or on a mobile device.
  • Knowledge Base refers to our help articles, links to which are accessible from your support system board, that contain published information on how to perform tasks in the services and also aims to provide answers to frequently asked questions.
  • Support System refers to an online board that we supply for our clients’ use to report support issues, set us tasks and vice versa, communicate and also store content for future reference if necessary.
  • Issue Card refers to a request sent via the support system to Web Design UK by a client, or vice versa, e.g. to report a problem and request a solution to it.
  • Response Time refers to the time period within which we intend to respond to a new issue card.
  • Resolution Time refers to the time period within which we intend to rectify any issues.
  • Working Hours are 09:00 to 17:00, local time for the contracting Web Design UK entity, not including Saturday, Sunday or public holidays.
  • Downtime refers to the period of time during which the service is wholly unavailable to the client.
  • Uptime refers to the service being wholly available to the client.
  • Scheduled Maintenance refers to planned outages, either suspending service in full or in part.
  • Emergency Maintenance refers to unexpected outages that are necessary to avoid an immediate threat to the servers.
  • Extras refers to the additional services and functions we offer to enhance your website, mobile app and other areas of your business.
  • Terms and Conditions refer to the document and/or page that details all the T&Cs for all our services.

2. Service Uptime

2.1 Websites & Their Hosting

(a) Web Design UK guarantees that the client’s website will be available 99.9% of the time.
(b)This excludes scheduled and emergency maintenance.

2.2 Mobile Apps & Their Hosting

(a) Web Design UK. guarantees that the client’s mobile app will be available 99.9% of the time.
(b) This excludes scheduled and emergency maintenance.

2.3 Maintenance

(a) Scheduled maintenance will be notified to the client at least 5 days in advance.
(b) Please note that some scheduled maintenance may occur every Tuesday, Wednesday and Thursday between 06:00 and 08:00.
(c) Emergency maintenance will be notified to the client as quickly as we are able to.

2.4 Exceptions

(a) Scheduled maintenance
(b) Emergency maintenance
(c) A temporarily broken or temporarily unavailable functionality
(d) Factors outside of Web Design UK’s control, including any Force Majeure Events
(e) Failures, acts or omissions of Web Design UK’s upstream providers
(f) Failures of the internet
(g) Acts or omissions of a client and its users
(h) Enforcement of Regulations

2.5 Remedies

(a) In the unlikely event of us failing to meet the above hosting SLA you will be eligible to apply for a refund.
(b) If hosting has failed for over 4 hours in one working day, then you can claim the equivalent of 1 day’s AfterCare fee for every working day that connectivity has been unavailable.
(c) You can claim for a period of unexpected downtime in any one month rolling period.
(d) You may claim up to a maximum value of one month’s AfterCare fees.

3. Support System

3.1 Reporting Issues

(a) All technical support requests should initially be made via an issue card on your board within our support system.
(b) Emergency requests should initially be made via an issue card on your board within our support system but can also be followed up with a phone call to us during working hours.
(c) Response times will depend on your website/app package. See below.
(d) Resolution times cannot be guaranteed as the issue may be something out of our control. However, we will endeavour to resolve the issue as fast as possible and will keep you updated on the progress.
(c) Before reporting an issue please check to see if your topic is covered in the Knowledge Base, links to relevant articles are accessible from your support board.

3.2 Setting Tasks

(a) All task requests should initially be made via a ticket within our support system.
(b) Tasks that we set you will also be made via our support system.
(c) Response times will depend on your website/app package. See below.

3.3 Other Enquiries

(a) Any other enquires about services, billing etc. should initially be made via a card within our support system.
(b) Response times will depend on your website/app package. See below.

3.4 Response Times

(a) Custom Package clients can expect a response within that working day.
(b) eCommerce/Gold Package clients can expect a response within 1 working day.
(c) Corporate/Silver Package clients can expect a response within 2 working days.
(d) Brochure/Bronze Package clients can expect a response within 3 working days.

3.5 Support Exceptions

(a) Time spent on actual support will be subject to ‘fair usage’.
(b) Teaching basic IT skills.
(c) Help with email problems caused by your device(s).
(d) Help with virus/malware removal if you have failed to install professional security software.
(e) Help with a hacked site if you have failed to follow our security policies.
(f) Items not included in your AfterCare package will be charged for by the minute at our current hourly rate.
(g) Web Design UK shall not be responsible to provide free support on issues caused either by the client, a third party or their use of third-party tools or unauthorised changes to service functions.

4. Aftercare

4.1 Website AfterCare Package Includes

(a) Automatic renewal of your free domain names.
(b) Reminders for when any of your additional domains need renewing.
(c) Fast hosting on a dedicated server that is physically here in the UK.
(d) Free Secure Sockets Layer (SSL) Certificate.
(e) Automatic backups of both the site files and the databases. Backup intervals will depend on your package.  See below.
(f) Daily security checks on your website and monitors your website for malicious attacks.
(g) Real-time uptime monitoring of your website.
(h) Spam monitoring.
(i) Automatic updates for website core files and any additional software.
(j) Support system for technical support. See above.
(k) Minor changes to your site, subject to ‘fair usage’.
(l) Content Management Systems (CMS) comes with an inbuilt online User Manual, including how-to videos.
(m) Basic Search Engine Optimisation (SEO) elements are built in.
(n) If you have purchased an Extra, then support for that extra comes as standard.
(o)Custom and eCommerce/Gold website package customers also receive eCommerce Support as standard.
(p) Webmail facility, which means you can log in and access your emails from anywhere in the world where you have internet access.
(q) Knowledge Base articles and personal advice on business aspects we can help you with, such as marketing.

4.2 Mobile App AfterCare Package Includes

(a) Mobile App hosting.
(b) Free Secure Sockets Layer (SSL) Certificate.
(c) Incremental daily backups with a full backup carried out weekly.
(d) Real-time daily security checks.
(e) Real-time uptime monitoring.
(f) Regular upgrades to the software and CMS.
(g) Support system for technical support. See above.
(h) Minor changes to your app, subject to ‘fair usage’.
(i) Specialist Content Management Systems (CMS) for managing push notifications, events etc.
(j) Set-up and management of your Apple & Google developer accounts.

4.3 Website Automatic Backups

(a) Custom packages include real-time backups.
(b) eCommerce/Gold packages include daily backups.
(c) Corporate/Silver packages include weekly backups.
(d) Brochure/Bronze packages include monthly backups.

5. Documents

This document must be read in conjunction with, and forms part of the complete Web Design UK policies and agreements:

This document was last updated in January 2020

wduk-infosec-policy.pdf

Last updated July 2020

wduk-assets-policy.pdf

Last updated July 2020

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