Service Terms | Legal

Effective date: June 20, 2025

This document covers how Ziteox services work — including billing, hosting, source delivery, migration, support, ownership, backups, and continuity — for all projects: websites, web applications, business systems, and related software. Current rates are on our Investment Plans page. Scope and deliverables for a specific engagement are defined in your proposal or statement of work.

For personal data on hosted systems, see our Hosting Data Processing Addendum.

1. Hosting Services

Hosting plans, setup fees, and monthly rates for Ziteox-managed hosting are listed in the hosting section of our Investment Plans.

If hosted with Ziteox:

We provision and configure hosting as part of onboarding (setup terms depend on your package).
Monthly hosting is billed per your selected plan.
We manage core dependency updates and fix technical issues caused by our infrastructure.

If hosted externally: see §4 Migration for setup and billing.

2. Maintenance and Client-Requested Changes

All post-delivery maintenance and requested updates are billed at the rates on our Investment Plans page (hourly work, add-ons, and support packages).

Rates vary based on task complexity, integrations, and infrastructure requirements.

3. Source Delivery

Full source files are delivered upon project completion through our client portal at client.ziteox.com. Credentials and other sensitive access details are shared through a secure channel agreed with the client.
Client projects, deliverables, invoices, and domain details are accessible through the portal at any time.
If your project is hosted with us and actively maintained, you may request the most recent version of the source code at any time. We guarantee delivery within 3 business days.

4. Migration

This section applies to projects hosted outside Ziteox — whether from the start or after moving away from our infrastructure.

Clients may migrate away from Ziteox at any time, subject to payment settlement and applicable contractual obligations.

External hosting and migration setup:

There are no fixed migration fees. Setup work is billed at our current hourly rate.
This covers initial deployment on an external host, or moving a project from Ziteox to a new provider — including export coordination, environment configuration, and DNS transition support as agreed in scope.
Ongoing support or configuration on an external host is billed at our current hourly or add-on rates.
Standard source and data exports remain available as described in §3 and §9 below.

5. Support and Post-Delivery

All projects come with a fixed post-delivery support window based on your selected package.
Clients are provided with guidance on how to access and manage their systems after delivery.
Support outside the scope of the initial agreement or after the support window is billed hourly, based on availability.

6. Ownership

Domains

Clients always retain full ownership of their domain names. Ziteox may manage DNS configuration only when authorised by the client. Clients may update DNS settings or transfer domains to another provider at any time.

Project & Code

Unless otherwise specified in a separate written agreement, ownership of the delivered project codebase transfers to the client once all outstanding invoices are fully paid.

Ziteox retains ownership of its internal tools, deployment systems, automation workflows, client portals, and proprietary operational infrastructure.

Third-Party Services

Infrastructure may rely on third-party providers (hosting, CDN, database, email, etc.). A current list is maintained on our Subprocessors page. All third-party services remain the property and responsibility of their respective providers.

7. Infrastructure Architecture

Depending on project requirements, infrastructure may include application hosting, file storage, database systems, CDN, email delivery, DNS management, and monitoring. This distributed architecture improves performance, reliability, security, and fault isolation. Failure in one layer does not necessarily impact the entire system.

8. Access & Visibility

Clients or authorised project managers receive appropriate access to project information through available tools and support channels, including project status, hosting usage, billing information, backup availability, export requests, and deployment status. Access scope may vary by service package.

9. Backups & Recovery

For eligible hosted services, Ziteox maintains regular backups where technically applicable.

Backup frequency: Daily or scheduled based on project needs
Minimum retention period: 14 days

Some systems use provider-level backups managed by third-party vendors. In case of data corruption, deployment failure, or service disruption, Ziteox will attempt restoration using the latest stable backup. Recovery timelines are not guaranteed unless explicitly defined in a separate SLA.

10. No Lock-In & Exit Rights

Ziteox does not intentionally create vendor lock-in. Upon request, clients may receive:

Source code export
Database export (where applicable)
Backup files
Migration documentation
DNS transition guidance

Paid setup assistance for migration is billed hourly as described in §4.

If Ziteox becomes unable to provide services for 30 consecutive days without prior notice, clients may request a handover of accessible project assets — including the latest project files, exported data, backup files, and migration documentation — so another provider can continue operations.

Ziteox is committed to long-term service continuity. Operational processes are built around documentation, backup systems, infrastructure records, and export procedures to ensure continuity even during unexpected disruptions.

11. Security

Ziteox follows industry-standard security practices appropriate to project scope, including dependency updates, security patches, access control, secret management, monitoring, and backup verification. No infrastructure can guarantee absolute security. Ziteox continuously works to reduce risks and respond to incidents promptly.

Data security obligations for personal data on hosted systems are defined in our Hosting Data Processing Addendum.

12. Third-Party Disclaimer

Ziteox is not liable for outages, service interruptions, or failures caused directly by third-party systems outside our reasonable control — including hosting outages, DNS failures, CDN downtime, cloud provider incidents, email service outages, and force majeure events.

13. General Terms

This document is shared with all clients before the start of any project.
By using our services, clients agree to the latest version of these terms.
Ziteox reserves the right to update these terms. Clients will be notified via email; material changes take effect 14 days after notice. Continued use of our services after that period implies acceptance.

For current rates or further clarification, see Investment Plans or contact us at [email protected].