Support and Service Level Agreements
This document outlines the terms for ongoing support, maintenance, and service levels provided by WEBFWD LTD trading as Webforward (“Webforward”, “we”, “us”). It applies to all digital projects we have developed and those we have taken over from other agencies or developers. They form part of our contract with you and apply in addition to our General Terms & Conditions.
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Scope of Work
We will deliver the project as described in our written proposal, quotation, or order confirmation. Changes to scope, features, or deliverables must be agreed in writing and may incur additional charges. We are not responsible for delays caused by late supply of content, feedback, or approvals from you or third parties.
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Your Responsibilities
You confirm you have authority to enter into this agreement. You must provide all required content (text, images, logos, branding) in the agreed formats before the project starts, and you must review work, give feedback, and approve deliverables promptly to keep the project on schedule.
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Revisions & Acceptance
During the design phase, you may request reasonable revisions until the agreed design is approved (“sign-off”). After sign-off, further changes are out-of-scope and quoted separately. Final acceptance occurs on your written approval or 7 days after we notify you the site is ready to launch, unless you raise issues in writing within that period.
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Payments
Unless otherwise agreed in writing: 30% upfront deposit before work begins, and 70% balance on completion and before go-live. Invoices are payable within 28 days. Payments for any invoice exceeding £3,000 (three thousand pounds sterling) must be made via Bank Transfer (BACS). Our bank details will be provided on the invoice. If a project is delayed by you for more than 30 days, we may issue an interim invoice for work completed.
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Intellectual Property
On full payment of all fees, we assign to you ownership of the website design, code, and deliverables created specifically for your project. Our pre-existing materials, frameworks, and tools remain our property; we grant you a perpetual, royalty-free licence to use them as part of your project. You are responsible for ensuring content you supply does not infringe third-party rights.
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Artificial Intelligence Tools
We may use artificial intelligence tools to assist in producing code, content, or other deliverables. All outputs are reviewed by our team before delivery. Intellectual property rights in the final deliverables remain as set out in these terms. We do not provide any additional warranties in respect of material generated with such tools and accept no liability for third-party claims relating to their use, except as expressly stated in these terms.
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Third-Party Materials
Where stock images, fonts, plugins, or third-party software are required, you may be asked to purchase licences directly, or we can purchase on your behalf and add the cost to your invoice. We are not responsible for ongoing licensing, renewals, or restrictions imposed by third-party providers.
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Warranties & Support
We warrant that your website will operate substantially as described in the agreed specification for 30 days from launch. The warranty covers bug fixes only and excludes new features, design changes, or content updates. Post-warranty support and maintenance can be provided under a separate agreement.
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Termination
If you terminate after work has begun, you agree to pay for work completed up to the termination date. If we terminate due to your breach of these Design Terms or our General Terms, fees for completed work remain payable.
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Portfolio & Credit
Unless you request otherwise in writing, we may showcase your project in our portfolio and marketing materials. We may include a discreet credit link in the website footer acknowledging our design work, unless agreed otherwise.
Not sure about something?
Our team is happy to answer any questions about our terms before you sign up.