Human onboarding: After you sign up, we’ll contact you to confirm your goals and the next steps for setup/migration.
Response times: Email requests are typically answered by the next business day. Some changes may take longer depending on complexity and third-party timelines.
Phone support: Phone help is available by appointment during business hours. We do not provide guaranteed 24/7 phone coverage unless explicitly included in a written add-on support plan.
Term & billing: Plans are generally a 12-month service term. Monthly billing is a payment option within an annual commitment. Site transfers/migrations or moving an existing site into our management may start a new 12-month term.
Migrations & compatibility: Website moves, plugin/theme compatibility issues, and “legacy” setups can require adjustments. We’ll communicate any needed changes before proceeding.
SSL certificates: During a transfer, you may need a new SSL certificate or re-issuance/validation (even if you previously purchased SSL elsewhere) due to provider and domain-verification requirements.
Updates & maintenance: Managed service includes routine updates and maintenance; scheduled maintenance windows may be required and can cause brief interruptions.
Backups & recovery: We use backups to reduce risk, but no backup system can guarantee recovery from every scenario (e.g., severe corruption, compromised credentials, upstream failures). You are encouraged to keep copies of critical content when possible.
Security: We apply reasonable security practices, but no system is 100% secure. Prompt customer cooperation (password changes, approval of security steps, account access) may be required to resolve incidents.
Third-party services: Services like email delivery, DNS propagation, payment gateways, and external APIs may experience outages or delays outside our control.
Limits of liability: To the fullest extent permitted by law, NerdHosting isn’t liable for indirect damages (lost profits, lost data, business interruption) arising from use of the service.
We’re here to help and we’ll communicate clearly—no surprises, no ghosting.
NerdHosting.net — Managed Hosting Terms & Conditions (Plain English)
1) Scope of Service
NerdHosting provides “fully managed hosting” which includes hosting administration, routine WordPress/WooCommerce maintenance, monitoring, and reasonable support for common site tasks. Any work that is outside the included scope (e.g., new custom features, redesigns, extensive content entry, complex troubleshooting, third-party rebuilds, emergency after-hours support, or major performance refactoring) may require a separate quote or an upgraded support plan.
2) Onboarding & Human Setup
After you sign up, we will contact you to confirm goals, gather access details, and coordinate setup and/or migration. Some services require your approval and/or access to third-party accounts (domain registrar, DNS provider, hosting provider, email provider, payment processor).
3) Support Channels, Hours & Response Times
Our standard support hours are Monday through Friday, 7:00 AM – 4:00 PM (Pacific Time), excluding holidays. Email is usually the fastest way to reach us and is typically answered by the next business day (often sooner during business hours). Phone support is available by appointment during support hours. We do not guarantee 24/7 phone coverage unless explicitly included in a written add-on support plan. We prioritize requests based on severity and impact and will communicate updates as work progresses.
4) Term, Billing & Renewals
Managed hosting plans are generally a 12-month service term. Monthly billing is a payment option within an annual commitment. Website transfers/migrations or moving an existing site into our management may start a new 12-month term. Renewal terms, pricing, and payment schedules are defined at checkout and/or in your invoice.
5) Website Migrations & Compatibility
Website moves and migrations vary in complexity. Legacy configurations, custom code, or third-party plugins/themes may require adjustments or replacements. We will communicate recommended changes and any additional costs before proceeding. Timelines may vary depending on access, approvals, and third-party providers.
6) SSL Certificates
During a transfer or reconfiguration, your SSL certificate may need to be re-issued, replaced, or re-validated—even if you previously purchased SSL elsewhere—due to domain validation rules and provider limitations. Temporary security warnings may occur during DNS/SSL transitions; we work to minimize downtime and disruption.
7) Updates, Maintenance Windows & Downtime
Managed service includes routine updates and maintenance. Some updates and maintenance may require scheduled maintenance windows and may cause brief interruptions. We aim to keep service stable and secure, but uninterrupted operation cannot be guaranteed.
8) Backups & Disaster Recovery
We use backups to reduce risk; however, no backup or recovery system can guarantee restoration in every scenario, including severe corruption, compromised credentials, third-party failures, upstream outages, or destructive attacks. Customers are encouraged to keep copies of critical content and business records when possible.
9) Security & Customer Responsibilities
We implement reasonable security practices; however, no system is 100% secure. You agree to cooperate with security measures when needed (password changes, enabling MFA/2FA, access verification, plugin removal, or restoration from backups). You are responsible for maintaining accurate contact information and safeguarding your account credentials.
10) Uptime, Performance & Factors Outside Our Control
We work to provide reliable service and promptly address issues; however, uptime, performance, and availability may be impacted by factors outside our control, including upstream providers, internet routing, DNS propagation delays, software vulnerabilities, and third-party outages.
11) Email Services & Deliverability
If email is included in your plan, we can assist with setup and troubleshooting. However, email deliverability cannot be guaranteed, as inbox placement depends on sender reputation, content, recipient filters, DNS records (SPF/DKIM/DMARC), and third-party networks.
12) E-commerce, Payments & Chargebacks
For WooCommerce and payment processing (Stripe/PayPal/Square/etc.), NerdHosting does not control third-party payment networks, bank processing timelines, disputes, or chargebacks. You are responsible for compliance with your payment provider’s policies and any applicable laws and taxes.
13) Content, Assets & Approvals
Customers are responsible for providing timely access, required content, and approvals. Delays caused by missing content, delayed responses, incomplete access, or pending approvals may affect delivery timelines and outcomes.
14) Third-Party Plugins, Themes & Services
Many sites rely on third-party plugins, themes, and integrations. While we can maintain and update these components, we do not guarantee that third-party software will remain compatible indefinitely or that vendors will continue support. Some issues may require replacing or removing plugins/themes or upgrading plans/licenses.
15) Acceptable Use
You may not use NerdHosting services for spam, malware, phishing, illegal content, or abusive bulk emailing. We reserve the right to suspend service to protect our systems, customers, and network reputation, and will communicate as appropriate when action is required.
16) Limitation of Liability
To the fullest extent permitted by law, NerdHosting is not liable for indirect, incidental, special, or consequential damages (including lost profits, lost data, or business interruption) arising from the use of our services, even if we were advised such damages were possible.
17) Changes to These Terms
We may update these terms periodically. Continued use of the service after changes are posted constitutes acceptance of the updated terms.
We’re here to help and we’ll communicate clearly—no surprises, no ghosting.