Managed Web Services

Terms of service. Last updated June 1st 2025.

1. Introduction

These Terms of Service (“Terms”) apply to Studio Malt’s Managed Web Services (“Services”) and form a legally binding agreement between the client (“you”) and Studio Malt Pty Ltd (“Studio Malt”, “we”, “our” or “us”).

By subscribing to or making payment for any invoice related to our Managed Web Services, you acknowledge that you have read, understood, and agree to be bound by these Terms. This includes payment of any invoice for renewal or continuation of the Services, which constitutes your ongoing acceptance of the most up-to-date version of these Terms.

2. Service Overview

Studio Malt’s Managed Web Services include, but are not limited to:

  • Web hosting on premium, performance-optimised infrastructure
  • Management of WordPress core updates and plugin updates
  • Daily backups and restoration support
  • Security monitoring, malware scanning, and free malware removal
  • Downtime monitoring and uptime alerting
  • SSL certificate installation and automatic renewal
  • Logging and performance monitoring
  • DNS and domain name management (if applicable)
  • Additional security and performance enhancements via third-party providers

Optional add-ons include:

Clients have the option to customise their Studio Malt Managed Web Services subscription with a range of value-added services tailored to their website’s unique needs. These optional add-ons are designed to enhance performance, security, and strategic oversight. Additional charges apply and will be itemised separately.

  • eCommerce Performance & Security Enhancements: Advanced optimisation and protection features specifically designed for eCommerce / WooCommerce-based sites, helping ensure stable eCommerce performance, faster page loading, and additional security safeguards.
  • NitroPack WordPress Performance Enhancements / Speed Boost: Integration with NitroPack for additional WordPress performance gains, including page speed improvements, smart caching, image optimisation, and overall load time reduction.
  • Advanced Cloudflare Security Enhancements: Implementation of Cloudflare’s advanced security tools including Web Application Firewall (WAF), bot protection, DDoS mitigation, and global CDN delivery for improved speed and security.
  • Ongoing Management of WordPress Plugin Licences or Shopify App Subscriptions: Studio Malt can oversee the ongoing management and payment of premium plugin licences (WordPress) or Shopify app subscriptions, ensuring your tools stay active, supported, and up to date without disruption.
  • Additional Monthly Support Hours Clients may purchase additional support hours as needed. These hours can be used for design and development tasks, troubleshooting, or strategic consultation. When additional hours are purchased on a recurring monthly basis, they include:
    • A monthly sync meeting with the Studio Malt team to review site performance, address priorities, and plan upcoming improvements.
    • A custom monthly report, tailored to your website’s KPIs, performance, uptime, and support activity.

2. Subscription Packages & Payment Terms

  • Subscription Packages: Studio Malt Managed Web Services is available on a monthly, quarterly, or annual subscription basis, providing flexibility to suit varying client needs. Clients may choose from a range of plans and service tiers designed to align with their website infrastructure, performance, support, and security requirements.
  • Payment: All subscription fees are billed in advance, and timely payment is required to maintain ongoing service continuity. Monthly billing is the default, unless otherwise agreed in writing. Studio Malt reserves the right to suspend or terminate services for non-payment or late payment beyond 14 days from the invoice due date.
  • Additional Charges: Optional services—such as add-ons (e.g., enhanced security, performance tools, or the management of ongoing web plugin license) or additional monthly support hours—are available at extra cost. These will be clearly itemised and billed separately, in accordance with your chosen support plan or as agreed in writing.
  • Agreement Through Payment: Payment of any invoice related to Studio Malt Managed Web Services constitutes formal acceptance of these Managed Web Services Terms of Service. This acceptance is binding, regardless of whether a separately signed contract exists.
  • Ongoing Acknowledgement: Each renewal or continuation of services—whether billed monthly, quarterly, or annually—through payment also constitutes ongoing agreement to the current version of the Managed Web Services Terms of Service as published on Studio Malt’s website at the time of renewal. Studio Malt may update the terms periodically, and it is the responsibility of the client to review the latest terms prior to renewal.

3. Client Responsibilities

  • Accurate Information: Clients must provide accurate and up-to-date information during the subscription process and update this information as necessary.
  • Compliance: Clients are responsible for ensuring their use of Studio Malt Managed Web Services’ services complies with all applicable laws and regulations.
  • Content: Clients retain ownership of all content they upload or manage through our services. Studio Malt is not responsible for any content posted by clients.

4. Service Level Agreement (SLA)

  • Uptime Guarantee: We strive to provide 99.9% uptime for our hosting services. However, occasional downtime may occur for maintenance or unforeseen issues.
  • Support: Our team is available to assist with any issues related to Studio Malt Managed Web Services’ services. Clients can contact our support team through designated channels for prompt assistance, Monday to Friday, 9:00am to 5:00pm Australian Eastern Time.

5. Included Web Hosting

Studio Malt Managed Web Services provides reliable web hosting services designed to ensure optimal performance and security for your website. By utilising our web hosting services, you agree to the following terms:

  • Resource Usage: Clients must use the hosting resources provided in a manner that ensures fair and equitable usage among all clients. Excessive resource usage that adversely affects other clients’ services may result in temporary restrictions or additional charges.
  • Prohibited Activities: Clients are prohibited from using the hosting services for illegal activities, including but not limited to:
    • Distribution of malware or other harmful software
    • Hosting of illegal or unauthorised content, such as copyrighted material without proper authorization
    • Engaging in spamming or other forms of unsolicited communication
    • Conducting any activities that violate local, state, national, or international laws
  • Data Security: Studio Malt implements industry-standard security measures to protect your data. However, clients are responsible for maintaining their own backups and ensuring their data is secure.
  • Backup Policy: Studio Malt Managed Web Services performs daily backups of all hosted websites. In the event of data loss, Studio Malt will assist with data recovery based on the latest available backup. However, we cannot guarantee full data recovery in all circumstances.

6. Client Access

As part of the Studio Malt Managed Web Services offering, web hosting and infrastructure management are fully maintained and secured by Studio Malt. Our hosting environments are centrally managed and shared across multiple clients and are designed to ensure optimal performance, uptime, and security. To protect the integrity, security, and privacy of all client data within our centralised infrastructure, Studio Malt does not provide direct access to the underlying technical stack or server infrastructure (including root server access, database server access, WP Engine or cPanel/Plesk-level access).

However, we understand the importance of flexibility and transparency. Where applicable and appropriate, Studio Malt will provide

  • Administrator-level access to the CMS (e.g., WordPress, Shopify, Webflow), enabling clients to manage their website content, users, and settings.
  • SFTP (Secure File Transfer Protocol) access, where technically available and required, for uploading or managing content and assets.

Studio Malt reserves the right to review and restrict access levels in the interest of platform security, service reliability, or compliance with internal policies. Clients must not share their access credentials with unauthorised third parties, and any misuse may result in restricted access or termination of services.

7. Support Hours

  1. Monthly Top-Up: Clients who subscribe to a Studio Malt Managed Web Services package with additional support hours will receive a monthly allocation of hours that can be used for support-related services, technical troubleshooting, content updates, or other agreed-upon tasks.
  2. Drawdown: Support hours are drawn down as they are used, and usage is tracked on a monthly basis. Clients will have visibility of their remaining support balance through a regular update provided by Studio Malt. Support hours will be used in 15-minute increments.
  3. Excess Hours: If the allocated monthly support hours are exceeded, any additional hours required will be billed at Studio Malt’s standard hourly rate. Charges for excess usage will be itemised and invoiced at the end of the month.
  4. Unused Hours: For Managed Web Services packages that include less than 5 hours of support per month, including any auto top-up arrangements, unused hours do not roll over to the following month and will expire at the end of the current billing cycle. This includes any unused hours from manual or automatic top-ups. This ensures efficient resource planning and encourages the timely use of services. For clients subscribed to 5 or more support hours per month, rollover arrangements or accrual may be available and can be discussed and agreed to in writing on a case-by-case basis.
  5. Monthly Sync Meetings: Clients who purchase more than 5 support hours per month are entitled to a monthly sync meeting with the Studio Malt team. These meetings offer a proactive opportunity to review ongoing work, prioritise upcoming initiatives, and ensure alignment on strategy, performance, and support outcomes.
  6. Custom Reporting: Custom monthly reporting is available to clients with additional support hours. These reports provide tailored insights into your website’s performance, uptime, security, SEO health, and any other agreed-upon metrics, helping you make informed decisions about your digital environment.

8. Termination and Cancellation

  • Termination by Client: Clients may cancel their Studio Malt Managed Web Services subscription at any time by providing written notice of termination via email to [email protected] or directly to their Studio Malt account representative. Cancellations will become effective 30 days from the date notice is received, during which time services will remain active and support will continue under the existing agreement. Full payment is required for the final 30-day period regardless of whether the client continues to access or utilise the services during this time.
  • Termination by Studio Malt: Studio Malt reserves the right to terminate or suspend a client’s subscription without prior notice in the event of:
    • A breach of the Managed Web Services Terms of Service
    • Misuse or abuse of services or systems provided
    • Non-payment or repeated late payments
    • Conduct that compromises the security, performance, or integrity of our infrastructure or affects other clients
  • In such cases, termination by Studio Malt will be immediate, and no refunds will be issued for the remainder of the subscription term. Studio Malt also reserves the right to take appropriate legal or technical action where necessary.
  • Refund Policy: Studio Malt does not offer refunds for:
    • Partial months of service if a client cancels mid-billing cycle
    • Unused services or support hours
    • Prepaid subscription periods, including quarterly or annual payments, once service has commenced
  • Clients are encouraged to review their plan regularly to ensure it continues to meet their needs, and to reach out to Studio Malt for a discussion if adjustments are required.

9. Limitation of Liability

Studio Malt shall not be liable for any direct, indirect, incidental, special, or consequential damages resulting from the use or inability to use our services. This includes, but is not limited to, damages for loss of profits, data, or other intangible losses.

10. Modifications to Terms of Service

Studio Malt reserves the right to modify these terms of service at any time. Clients will be notified of any significant changes. Continued use of Studio Malt Managed Web Services’ services after such modifications will constitute acceptance of the new terms.

11. Privacy Policy

Our commitment to your privacy is outlined in our Privacy Policy. By using Studio Malt Managed Web Services’ services, you agree to the collection and use of your information as described in our Privacy Policy.

12. Governing Law

These terms of service shall be governed by and construed in accordance with the laws of the state of Victoria, Australia. Any disputes arising from these terms shall be resolved in the courts of Victoria.

13. Contact Information

For any questions or concerns regarding these terms of service, please contact us at:

Malt Creative T/A Studio Malt
Warehouse 14, 28 Down Street, Collingwood, Victoria, 3066

[email protected]
+61 (03) 9421 4700

By subscribing to Studio Malt Managed Web Services, you acknowledge that you have read, understood, and agree to be bound by these terms of service. Thank you for choosing Studio Malt Managed Web Services for your web management needs.