Hosting Terms
Last updated: [30/07/2025]
These terms apply to all hosting services provided by PIE Code, a trading name of Pie Web Limited (Company No. 07995302). They should be read in conjunction with our General Terms of Business, which apply to all services unless explicitly overridden here.
1. Hosting Overview
PIE Code offers hosting services under two primary plans:
- Just Hosting – infrastructure-only WordPress hosting
- White Glove Hosting – fully managed hosting with support, optimisation, and monitoring
In limited cases, we also offer infrastructure-only hosting via Cloudways. See Section 4 for details.
1.1 Just Hosting
Just Hosting includes:
- Infrastructure provisioned through WPMU Dev
- Access to curated premium plugins and platform features
- Optional bolt-ons available for added flexibility at an additional charge
This plan includes no active management or support. If you encounter issues, you are expected to resolve them directly or via WPMU Dev support. PIE Code’s role is limited to initial provisioning.
1.2 White Glove Hosting
White Glove Hosting includes everything in Just Hosting, along with:
- Managed WordPress updates, security checks, and monitoring
- Best-effort performance and SEO improvements
- Support desk access for site assistance (within scope)
- Out-of-hours recovery via WPMU Dev Proactive Monitoring
Scope of Service
All features and inclusions are defined in the White Glove Hosting product description and may be updated from time to time.
- Development support is excluded. If we need to open a code editor, that work will likely fall under a separate WordPress Development Strongarm contract.
- We are happy to assist with plugin configuration, content updates, and general admin tasks—within reasonable limits. See Fair Use below.
1.2.1 Fair Use Policy
White Glove Hosting offers flexible, on-demand help, but to ensure service quality for all clients:
- We may defer or decline tasks that exceed a reasonable level of support
- “Reasonable” is defined at our discretion based on usage patterns and availability
- Clients with ongoing support needs may be directed to a retained support agreement
This policy is designed to accommodate occasional bursts of activity without overcommitting our team. We aim to be generous—but not unlimited.
2. Service Levels and Limits
- Platform limits such as storage, bandwidth, or backup retention are defined by your plan and may be subject to change
- You’ll be notified if you exceed any such limits, and we may recommend bolt-ons to support your growth
- White Glove Hosting includes proactive incident response, but does not carry an SLA unless explicitly agreed
- For time-based support guarantees or dedicated capacity, see our Support Terms
3. Support Scope and Escalation
Support varies by plan:
| Plan | Ongoing Support | Issue Monitoring | Plugin/Theme Help | Development |
|---|---|---|---|---|
| Just Hosting | ❌ None | ❌ None | ❌ None | ❌ Not included |
| White Glove | ✅ In-scope only | ✅ Proactive (via WPMU Dev) | ✅ Basic config | ❌ Excluded |
We will advise you if a support request exceeds the scope of White Glove Hosting and may recommend a transition to an ad-hoc or retained support plan.
4. Other Hosting Infrastructure
If we provision your hosting on a third-party platform (e.g. Cloudways):
- We provide infrastructure only
- You are responsible for platform costs and configuration
- The service is subject to the third-party provider’s own terms
- PIE Code does not monitor or manage the environment unless separately agreed
We’ll confirm your hosting environment at onboarding or renewal.
5. Billing, Suspension, and Termination
- Hosting is billed in advance, monthly or annually
- Cancellations may be made at any time, but no partial refunds are offered
- If payment is missed, we may suspend public access to your site until resolved
- Suspension does not void your obligation to pay the full amount due
For billing, interest on late payments, and legal enforcement, refer to our General Terms of Business.
If you’re unsure which tier you’re on, or whether a task is covered, email [email protected] and we’ll be happy to clarify.