AlsterNet – Website Care Plan Agreement

Effective Date: [14/09/2025]

Table of Contents

1. Agreement Text
   1.1 Scope of Services
   1.2 Fees and Payment
   1.3 Term and Termination
   1.4 Service Level Agreement (SLA)
   1.5 Client Responsibilities
   1.6 Liability and Limitations
   1.7 Data Protection (GDPR)
   1.8 Governing Law and Jurisdiction
   1.9 Final Provisions
   1.10 Additional Provisions

2. Service Documentation – AlsterNet Plans

3. Annex 1: Data Processing Agreement (DPA)

4. Annex 2: Withdrawal Instruction

1. Agreement Text

1.1 Scope of Services

1.1.1 The Provider generally delivers website design, audit, maintenance, monitoring, and GDPR-related technical support according to the selected plan (Basic, Standard, or Premium) as described in the attached Service Documentation.
1.1.2 Services not explicitly listed in the selected plan are excluded and require a separate agreement (e.g. redesign, extended SEO campaigns, hosting, or GDPR compliance advice).

1.2 Fees and Payment

1.2.1 Annual / Monthly Fees:

• Basic: £525 / £39.99

• Standard: £625 / £59.99

• Premium: £1250 / £129.99

1.2.2 Additional Provisions:

• Optional add-ons (hosting, domain management, emergency services) billed separately.

• All fees payable monthly in advance via [Stripe/PayPal/SEPA].

• All prices exclude VAT, where applicable.

1.3 Term and Termination

1.3.1 Agreement runs for an indefinite term and renews automatically each month.
1.3.2 Either party may terminate with 30 days’ notice before month-end.
1.3.3 Consumers (B2C) are entitled to a 14-day right of withdrawal under German law.
1.3.4 Services start after expiry of this period unless the Client expressly requests earlier commencement.
1.3.5 Withdrawal right lapses if services are fully provided before expiry of the withdrawal period.

1.4 Service Level Agreement (SLA)

1.4.1 SLA Response Times:

• Basic: best effort, no guaranteed response time

• Standard: response within 48 hours

• Premium: response within 24 hours

1.4.2 Support availability: Mon–Fri, 09:00–18:00 CET.
1.4.3 Emergency support outside these hours may be billed separately.

1.5 Client Responsibilities

1.5.1 Maintain valid domain and hosting (unless booked as add-on).
1.5.2 Provide required access (admin login, hosting access, etc.).
1.5.3 Ensure legality of website content (including GDPR, copyright, consumer law).

1.6 Liability and Limitations

1.6.1 Provider performs services with professional care and industry standards.
1.6.2 No guarantee for 100% availability or security (e.g. third-party outages).
1.6.3 Liability, except for intent or gross negligence, is limited to fees paid in the last 3 months.
1.6.4 No liability for indirect damages, lost profits, or consequential damages.
1.6.5 Note: GDPR support is technical/operational only and does not constitute legal advice.

1.7 Data Protection (GDPR)

1.7.1 Provider processes personal data only for purposes of contract performance.
1.7.2 Obligations are detailed in Annex 1: DPA.
1.7.3 GDPR-related services include only technical implementation (SSL, cookie banners, EU-based backups).

1.8 Governing Law and Jurisdiction

1.8.1 This Agreement shall be governed by and construed in accordance with the laws of England and Wales.
1.8.2 Jurisdiction: England and Wales.
1.8.3 For consumers, statutory jurisdiction rules apply.

1.9 Final Provisions

1.9.1 Agreement including Service Documentation & Annexes constitutes the entire agreement.
1.9.2 Amendments must be made in writing.

1.10 Additional Provisions (Added for Robustness)

1.10.1 Acceptable Use Policy (AUP)

• Client must not use services for illegal, abusive, or harmful purposes.

• Prohibited uses include: distribution of malware, spam, or unlawful content.

• Provider reserves the right to suspend services in case of AUP violation.

1.10.2 Force Majeure

• Provider is not liable for delays or failures caused by events beyond reasonable control, including natural disasters, power outages, internet backbone failures, strikes, or government restrictions.

1.10.3 Subcontractors & Third Parties

• Provider may engage trusted subcontractors (e.g., hosting providers, security tools) to fulfil obligations.

• Provider remains responsible for their performance.

1.10.4 Suspension of Services

• Provider reserves the right to suspend services if:

  • Payments are overdue

  • Security issues pose risks to infrastructure

  • Client breaches Acceptable Use Policy

2. Service Documentation – AlsterNet Plan Details

Basic

• Weekly updates (core, plugins, themes)

• Weekly EU off-site backups

• Basic security monitoring

• SSL renewal reminders

• Basic uptime monitoring

• Monthly email report, No SLA

Standard (includes Basic +)

• Daily EU off-site backups

• Advanced security (firewall, malware scans)

• Malware cleanup guarantee

• Monthly performance & security report (PDF)

• Priority response within 48h

• GDPR Support:

  • Setup & maintenance of cookie/consent banners

  • Templates for imprint & privacy policy (via trusted partners, e.g. eRecht24)

  • Technical review of forms (contact, checkout)

Premium (includes Standard +)

• Performance optimisation (caching, speed, database)

• SEO monitoring (keywords, rankings, visibility)

• Priority response within 24h

• Up to 2h content updates per month

• Quarterly strategy call

• Annual GDPR Check: review of cookies, forms, plugins + compliance report

3. Annex 1: Data Processing Agreement (DPA) – Art. 28 GDPR

(Full DPA text as drafted: subject matter, purpose, data types, obligations of Controller & Processor, security measures, sub-processors, breach notification, jurisdiction.)

4. Annex 2: Withdrawal Instruction

Right of Withdrawal

• You have the right to withdraw from this contract within 14 days without giving any reason.

• The withdrawal period is 14 days from the date of contract conclusion.

To exercise this right:

• Inform us [Company Name, Address, Email] by clear statement (e.g. letter or email).

Effects of Withdrawal:

• We will refund all payments received within 14 days of receipt of withdrawal notice.

• Refunds will use the same payment method as the original transaction, unless otherwise agreed.

• No fees will be charged for the refund.

• If you requested services to begin during the withdrawal period, you shall pay proportionally for services rendered until withdrawal.

Model Withdrawal Form:
I/we hereby withdraw from the contract for the provision of the following service:
— Ordered on / received on: …
— Name, Address of consumer(s): …
— Signature (if paper form): …
— Date: …