Hosting, Maintenance & Support Terms

1. Scope of Services

KCO provides managed hosting and supporting services for websites and approved digital systems developed or operated within its managed infrastructure.

Depending on the applicable agreement, services may include:

• Managed Virtual Private Server (VPS) hosting.
• Domain registration and renewal administration.
• SSL configuration and certificate management.
• Content Delivery Network (CDN) configuration.
• Website and database backups.
• Server and website security maintenance.
• WordPress and plugin updates.
• Website performance monitoring and optimisation.
• Routine content updates and technical support.
• Approved business email configuration.
• Managed Business AI maintenance and supervision.

Only services expressly included in the client’s approved agreement or plan are covered by the applicable recurring charge.

2. Managed VPS Infrastructure

Each newly developed KCO website initially receives a separately provisioned VPS environment.

Server specifications are selected according to the client’s approved requirements, including website functionality, anticipated traffic, storage, integrations and operational demands.

Server capacity may need to change where actual usage or technical requirements increase.

One client’s infrastructure must not provide unauthorised access to another client’s website, systems or information.

Additional infrastructure requirements, unusual workloads and substantial capacity increases may involve additional charges following appropriate assessment and approval.

3. Hosting Availability

KCO aims to maintain reliable hosting and website availability using appropriate infrastructure management and maintenance practices.

However, uninterrupted availability cannot be guaranteed.

Service interruptions may arise from:

• Scheduled or emergency maintenance.
• Server or network faults.
• Third-party hosting or infrastructure provider incidents.
• Domain or DNS problems.
• Software defects or compatibility failures.
• Security incidents or malicious activity.
• Unusual traffic or resource consumption.
• Events outside KCO’s reasonable control.

Any specific uptime commitment, service credit or service-level guarantee applies only where expressly included in the client’s accepted agreement.

KCO does not provide an unconditional guarantee of continuous availability.

4. Domains and DNS Management

Domain registration and transfer services are provided as part of approved KCO website-development arrangements. KCO does not operate as a standalone domain-registration retailer.

Domain services may include registration, renewal administration, DNS configuration and technical assistance.

Domain registration is subject to availability, registry rules, registrar conditions and applicable fees.

The identity of the domain registrant and the relevant ownership or control arrangements must be established according to the approved service agreement.

Domain registration does not automatically transfer ownership of the domain to KCO.

Clients are responsible for supplying accurate registration details and responding to required verification or renewal requests.

Expired, suspended or cancelled domains may become unavailable or incur additional recovery costs under the registrar’s conditions.

5. SSL and CDN Services

Where included in the approved service, KCO configures suitable SSL certificates to support encrypted communication between the website and its visitors.

CDN services may also be configured to improve content delivery, performance and resilience.

Free services may be used where suitable. Paid CDN services, premium certificates or additional provider features are assessed according to the client’s requirements.

SSL and CDN operation may depend on external providers, domain configuration and continued compatibility.

Additional provider charges and substantial configuration changes may be billed separately where applicable.

6. Backups and Data Recovery

KCO provides backup arrangements according to the client’s approved hosting or maintenance service.

Depending on the agreement, backups may cover website files, databases and relevant configuration information.

The frequency, storage location, retention period and recovery arrangements depend on the applicable service plan and technical environment.

Although backups are intended to reduce the consequences of recoverable failures, no backup process can guarantee the recovery of every file or the absence of data loss.

Backup verification and recovery testing are performed according to the agreed service scope.

Data restoration following accidental deletion, corruption, compromise or other incidents may require additional work where it falls outside the included service allowance.

Clients should maintain independent copies of important original business materials where appropriate.

7. Website Security

KCO applies security measures appropriate to the managed environment and the applicable service level.

These may include:

• Server configuration and hardening.
• Access restrictions and credential management.
• Supported software updates.
• Basic security monitoring.
• Investigation of abnormal behaviour.
• Backup and recovery preparation.
• Appropriate isolation of client systems.

Security measures reduce risk but cannot eliminate every vulnerability, attack or operational failure.

Clients remain responsible for protecting credentials issued to them and must promptly report suspected unauthorised access.

Security incidents requiring substantial investigation, emergency restoration or specialist work may fall outside routine maintenance allowances.

8. WordPress and Software Maintenance

Where maintenance is included, KCO may perform routine work necessary to maintain the website’s technical condition.

Depending on the approved plan, this may include:

• WordPress core updates.
• Plugin and theme updates.
• Compatibility checks.
• Routine technical maintenance.
• Backup verification.
• Basic security monitoring.
• Performance observation.
• Investigation of faults within the agreed scope.

Updates may occasionally introduce compatibility problems or require additional corrective work.

Significant redevelopment, replacement of unsupported software or complex repairs are not automatically included as routine maintenance.

9. Website Content Updates

Clients may commission ongoing content maintenance as part of an approved service plan.

Such work may include:

• Updating existing text and imagery.
• Publishing approved supplied material.
• Revising service or company information.
• Updating existing product details.
• Other routine changes included in the monthly allowance.

Monthly work is limited by the scope and allowance of the applicable plan.

New page development, substantial design changes, complex functionality and extensive content preparation are not automatically included.

Additional work must be approved under the applicable commercial arrangements.

10. Performance and Optimisation

KCO may monitor and improve website performance according to the selected service plan.

Work may include routine technical optimisation, investigating performance warnings and reviewing resource usage.

Website performance depends on several factors, including server resources, visitor devices, network conditions, content, third-party scripts and website functionality.

KCO does not guarantee a particular PageSpeed score, search ranking or loading time unless an appropriate measurable commitment has been expressly agreed.

Substantial optimisation or infrastructure changes outside the normal service allowance may require a separate quotation.

11. SEO and Analytics Support

Where included, ongoing care may provide technical SEO maintenance, search-performance monitoring and analytics support.

Services may include:

• Reviewing technical search warnings.
• Maintaining appropriate metadata and website structure.
• Monitoring agreed performance indicators.
• Reviewing website conversions and visitor behaviour.
• Recommending relevant improvements.

Search-engine rankings and commercial results depend on external systems and factors outside KCO’s control.

Additional SEO campaigns, substantial content creation and specialist marketing work require separate approval unless expressly included in the service plan.

12. Business Email Services

KCO may configure business email services where included in the client’s approved scope.

Email hosting, mailbox capacity, provider licences and related charges depend on the selected technical solution.

Delivery and receipt of email may be affected by third-party mail providers, recipient systems, spam filtering, DNS configuration and network conditions.

KCO cannot guarantee that every legitimate email will be accepted or delivered by independent recipient systems.

Mailbox migration, substantial troubleshooting and additional email administration may require separate approval where outside the agreed allowance.

13. Support Requests

Clients may request assistance through the communication channels established for their service.

Support requests are assessed according to their urgency, impact, complexity and the client’s applicable service plan.

Routine support does not automatically include:

• Major website redesigns.
• New functionality or integrations.
• Extensive content preparation.
• Unsupported third-party software repairs.
• Unrelated device or network troubleshooting.
• Work outside the agreed support allowance.

KCO may request additional information or access necessary to investigate a reported problem.

Specific response times or resolution commitments apply only where expressly agreed.

14. Emergency Support

Emergency support may be available to active maintenance clients according to their service terms.

Potential emergencies may include significant service outages, confirmed security incidents or failures materially affecting essential business functionality.

An urgent request does not automatically qualify as an included emergency service.

Emergency response depends on the applicable agreement, operational availability and the nature of the incident.

Additional charges may apply where emergency work falls outside the client’s service allowance or requires specialist assistance.

15. Managed Business AI Continuity

Clients subscribing to KCO’s Managed Business AI services may receive ongoing technical care for their approved AI environment.

Depending on the purchased service tier, this may include:

• AI service availability monitoring.
• Approved business knowledge updates.
• Capability maintenance.
• Security and client-isolation checks.
• Usage monitoring and review.
• Fault investigation and repair.
• Approved model or system updates.
• Service-tier and permission enforcement.
• Authorised suspension or restoration.

Managed Business AI is not automatically included in an ordinary website hosting or maintenance plan.

Each AI instance operates according to its approved capabilities, security restrictions and commercial service tier.

Additional integrations, increased usage, major knowledge rebuilding and complex automation may require separate charges.

Further information is available in our AI Assistant Disclosure & Usage Policy.

16. Client Responsibilities

Clients are responsible for using their services lawfully and cooperating with reasonable operational and security requirements.

Responsibilities may include:

• Providing accurate business and account information.
• Maintaining appropriate control over authorised users.
• Protecting credentials and access information.
• Providing timely instructions and approvals.
• Ensuring supplied content and data may lawfully be processed.
• Reporting suspected incidents or faults promptly.
• Keeping relevant business information current.
• Paying agreed recurring charges and third-party fees.

Clients must not knowingly use KCO infrastructure for unlawful activity, unauthorised access, malicious software distribution, abusive communications or activities that create unacceptable security risks.

17. Service Plans and Monthly Allowances

Ongoing maintenance and support are provided according to the client’s selected service plan.

The plan determines which services, allowances and operational responsibilities are included.

Unused monthly allowances, rollover arrangements and work exceeding the plan are governed by the applicable agreement.

Unless expressly agreed, unused support time does not create an unlimited entitlement to future work.

New features, substantial redevelopment and additional integrations are not automatically included as maintenance.

KCO will identify separately chargeable work for appropriate approval before proceeding.

18. Third-Party Providers and Licences

KCO services may depend on external hosting providers, domain registrars, software developers, email platforms, CDN providers and other third-party systems.

These providers may maintain independent service conditions, usage restrictions, pricing and availability arrangements.

External licence charges, subscription fees and provider costs are handled according to the client’s approved agreement.

Changes to external provider pricing or technical requirements may affect the cost or configuration of ongoing services.

KCO will assess material changes and communicate relevant implications where appropriate.

19. Renewals and Recurring Charges

Hosting, domain services, software licences, ongoing care and Managed Business AI may involve recurring charges.

The applicable renewal period, fees, billing arrangements and payment obligations are established in the accepted agreement.

Clients are responsible for paying renewal charges according to the agreed conditions.

Failure to renew a necessary service may result in expiry, suspension, interruption or loss of access under the applicable contractual and provider terms.

Where practicable and required by the agreement or law, KCO will provide appropriate notice concerning relevant renewal or service changes.

Payment and cancellation arrangements are further explained in our Refunds, Cancellations & Payments Policy.

20. Service Suspension

KCO may suspend services where permitted by the applicable agreement and law, including situations involving serious security threats, unlawful use, material contractual breaches or outstanding payment obligations.

Suspension may also become necessary where an essential third-party provider withdraws or restricts a required service.

Where reasonably practicable, KCO will communicate the reason for a suspension and the conditions for restoration.

Emergency security measures may require immediate action where advance notice would increase risk.

Any suspension must be proportionate to the circumstances and subject to applicable legal protections.

21. Cancellation and Service Termination

Cancellation and termination are governed by the client’s accepted agreement and applicable law.

Depending on the service, termination may require coordination concerning:

• Outstanding invoices and contractual obligations.
• Domain registration or transfer arrangements.
• Website files and database exports.
• Access credentials and administrative permissions.
• Third-party subscription cancellations.
• AI system shutdown or removal.
• Applicable data retention and deletion requirements.

Data export, migration assistance and technical handover work may involve separate charges where not already included in the agreement.

Any rights to receive client-owned data or deliverables remain subject to the applicable contract and mandatory law.

Clients should arrange migration or data retrieval before relevant services are discontinued.

22. Data Protection and Confidentiality

Personal information processed in connection with hosting and support is subject to applicable data protection requirements.

Depending on the activity, KCO may act as a data controller or as a processor acting under the client’s instructions.

Where necessary, appropriate data-processing agreements and technical safeguards must be established.

Clients remain responsible for identifying relevant legal requirements concerning the personal information they collect and process through their websites.

KCO takes reasonable measures to protect authorised access to client information and confidential operational material.

For information about KCO’s own processing activities, review our Privacy Policy.

23. Liability and Service Limitations

KCO aims to provide its services with reasonable care and skill.

However, hosting and software environments depend on changing technologies, external networks and third-party systems.

Any specific warranties, service credits, remedies or limitations are governed by the accepted agreement and applicable law.

KCO does not guarantee uninterrupted service, absolute security, complete immunity from data loss or particular commercial outcomes unless an applicable enforceable commitment has been expressly agreed.

Nothing in these terms excludes or limits liability or legal rights that cannot lawfully be excluded or restricted.

24. Changes to Services and Terms

KCO may update published service information and these terms to reflect changes in technology, operational requirements, provider arrangements or applicable law.

Material changes affecting an existing client’s contracted services are governed by the applicable agreement and legal requirements.

Publishing revised website terms does not automatically amend an existing accepted agreement.

These terms are intended to operate under applicable Czech law and relevant European Union requirements, without excluding mandatory legal protections.

CONTACT KCO

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Yumi is KCO’s first point of contact for hosting, maintenance, support and general service enquiries.

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