Service agreement
Maintenance & hosting agreement
Between Your company and Client name
01The Parties
This Service Agreement (the "Agreement") is entered into as of Start date between Your company (the "Service Provider") and Client name (the "Client"), together the "Parties".
02Scope of Services
For the duration of this Agreement the Service Provider will host and maintain the Client website, including:
- Managed hosting on the agreed environment
- Core, plugin and dependency updates
- Security monitoring, hardening and routine backups
- Small content and styling changes within the included hours
03Term & Renewal
This Agreement begins on Start date and runs for an initial term of twelve (12) months, renewing automatically for successive twelve (12) month terms unless either party gives thirty (30) days written notice before the end of the current term.
04Fees
| Item | Amount |
|---|---|
| Monthly retainer | Amount |
05Payment Terms
The retainer is billed monthly in advance and payable within fourteen (14) days of issue. Unused hours do not roll over. Amounts exclude General Sales Tax, which is added at the applicable rate.
06Service Levels (SLA)
The Service Provider will acknowledge support requests within one (1) business day and begin work on critical issues (site down, security breach) within four (4) business hours. The retainer includes up to eight (8) hours of work per month during business hours (Sunday–Thursday, 9am–5pm Amman time), excluding official public holidays in Jordan.
07Uptime & Backups
The Service Provider targets 99.9% monthly uptime, excluding scheduled maintenance notified in advance and events outside its control. Backups are taken daily and retained for thirty (30) days; restores are available on request.
08Exclusions
This Agreement does not cover issues caused by third-party changes outside the Service Provider control, new development, paid licensing, or content the Client publishes directly. Work beyond the included hours is agreed in advance and billed at the standard hourly rate.
09Confidentiality
Each party may receive information that is confidential to the other. Both Your company and Client name agree to keep such information in confidence, to use it only to perform this Agreement, and not to disclose it to any third party without prior written consent, unless disclosure is required by law or by a competent authority. This obligation survives termination.
10Data Protection
Where either party processes personal data received under this Agreement, it does so only to perform this Agreement and in accordance with the Personal Data Protection Law No. (24) of 2023 and its regulations, keeping the data secure and deleting or returning it when no longer needed.
11Limitation of Liability
To the maximum extent permitted by law, neither party is liable for any indirect, incidental or consequential loss. The total aggregate liability of Your company under this Agreement shall not exceed the total fees paid by Client name in the twelve (12) months preceding the event giving rise to the claim.
12Termination
Either party may terminate this Agreement on fourteen (14) days written notice. On termination, Client name shall pay for all work performed up to the termination date; any sums paid for work not yet delivered are refunded pro-rata. Either party may also terminate immediately by written notice if the other materially breaches this Agreement and does not remedy the breach within fourteen (14) days of being notified.
13Force Majeure
Neither party is liable for any failure or delay caused by a force majeure event beyond its reasonable control, including natural disasters, epidemics, war, government action, outages of public networks, or changes in law. The affected party notifies the other promptly; affected obligations are suspended for the duration of the event, and either party may terminate if it lasts more than sixty (60) days.
14Governing Law
This Agreement is governed by and construed in accordance with the laws of Your country. The Parties will first try to settle any dispute amicably; a dispute not settled within thirty (30) days of written notice is referred to the competent courts of Amman, which have exclusive jurisdiction.
15Electronic Signature
The Parties agree that this Agreement may be concluded and signed electronically. In accordance with the Electronic Transactions Law No. (15) of 2015, each electronic signature has the same legal effect as a handwritten signature, and the electronic record of this Agreement is admissible as evidence.
16Entire Agreement
This Agreement, together with any attached statement of work, constitutes the entire agreement between Your company and Client name and supersedes all prior discussions. Any amendment must be in writing and signed by both parties. If any provision is held unenforceable, the remainder stays in effect.