SKUNKHOST™ MASTER TERMS AND CONDITIONS
Effective Date: May 18, 2026
1. LEGAL STRUCTURE, DEFINITIONS, AND FRAMEWORK INCORPORATION
1.1 Parties and Binding Authority
This Master Terms and Conditions Agreement (hereinafter referred to as the "Agreement", "Terms", or "Terms and Conditions") sets forth the contractually binding, non-negotiable operational terms established by and between SKUNKWORK GROUP LIMITED, a corporate entity organized and existing under the statutory laws of England and Wales, with its principal registered business headquarters and operational facilities domiciled in Gravesend, Kent (hereinafter uniformly referred to as the "Company", "SKUNKHOST", "we", "us", or "our"), and any commercial entity, individual business operator, corporate partnership, or legal person subscribing to, purchasing, or utilizing our services via the primary domain infrastructure located at skunkhost.co.uk (hereinafter uniformly referred to as the "Client", "Subscriber", "you", or "your").
The Company and the Client are collectively designated as the "Parties" and individually as a "Party" to this ongoing subscription framework.
By executing an online transaction, ordering an operational package, subscribing to a managed WordPress care layer, or continuing to host digital infrastructure with us, you explicitly represent that you possess the full legal authority, corporate capacity, and valid mandate to bind yourself or the legal entity you represent to these Terms. If you do not accept, without limitation, reservation, or amendment, the entirety of the obligations, duties, and restrictions set forth herein, you must immediately halt all checkout procedures, refrain from submitting payments via our processing nodes, and cease utilizing any services, platforms, servers, plugins, or tools managed by us.
1.2 Incorporation of Remote Terms and Priority of Terms
This document acts as the core foundational layer of your contract with us. These Terms incorporate, by reference, the specific allocations of our Service Level Agreement (SLA) and the operational definitions set forth inside our Scope of Work (SoW). All individual invoices generated by our checkout systems, alongside automated platform variables managed through our electronic client systems, form part of the absolute contractual understanding.
In the event of an ambiguity, interpretive variance, or structural conflict between these Terms and Conditions and any promotional materials, website copy, text elements on skunkhost.co.uk, or verbal assurances made by our representatives, these Terms and Conditions shall take absolute precedence as the final word and sole source of truth.
1.3 Interpretation and Grammatical Construction
In the interpretation of this Agreement, unless the structural context requires otherwise:
- The singular includes the plural and vice versa, and any gender reference includes all genders.
- Section titles, clause headings, and block summaries are integrated strictly for ease of spatial reference and navigation; they do not alter, expand, limit, or interpret the binding definitions of the text.
- The words "include," "includes," and "including" shall be deemed followed by the phrase "without limitation," preventing any restrictive interpretation of general lists.
- Any reference to a statutory enactment, regulatory instrument, or legal directive includes any amendment, modification, extension, or re-enactment thereof within the jurisdiction of the United Kingdom.
2. SUBSCRIPTION TYPES, PLATFORM ARCHITECTURE, AND E-COMMERCE CONFIGURATION
2.1 E-Commerce Engine and Order Processing Infrastructure
The processing of subscriptions, client account generation, system provisioning tracking, and checkout operations are built and executed using the WooCommerce core architecture and its associated software add-ons, technical extensions, and integrated server plugins. The Client explicitly acknowledges that all transaction logs, recurring subscription flags, status configurations, and automated account updates are recorded within this specialized WooCommerce ecosystem. It is your responsibility to maintain the security of your WooCommerce-generated client portal credentials and login pathways.
2.2 Payment Gateway Protocols and Security Rules
Financial remediation, card validations, transactional settlements, and monthly recurring collections are executed via the integration of the Stripe payment processing gateway. By signing up for a care plan, you grant us an open-ended, active authorization to securely transmit your payment data to Stripe and automatically charge your registered credit card, debit card, or authorized banking method on a recurring monthly basis for the full amount of your chosen care tier, plus any additional plugins or variables added through your dashboard. The Client agrees to maintain valid, unexpired payment details within the Stripe portal. Failure to maintain operational payment methods that results in a payment rejection will trigger automatic automated reminders, followed by prompt suspension of your managed care layout and technical support workflows.
2.3 Tier Isolation and Structural Plan Parameters
We operate three separate, non-overlapping managed service care plan tiers. Each plan is restricted to its specific resource allocations, server configurations, and support channels. Features, processing queues, and licenses cannot be split, shared, or transferred across different properties. The tiers are defined as follows:
2.3.1 SKUNKHOST Prime™ Plan Parameters
The SKUNKHOST Prime™ care plan is configured for exactly one (1) single business WordPress installation. It provides basic operational care without design output or AI automation tools. The package includes:
- Automated provisioning and maintenance of SKUNKHOST Core™ Cloud Hosting.
- Continuous website security, uptime checking, and technical maintenance fixes.
- Basic malware and malicious traffic firewall protection.
- Standard SSL certificate configuration and secure HTTPS management.
- Base support for WooCommerce operations, GDPR tools, plugin management, payment gateway hooks, and inventory updates.
- Rapid support ticket handling, expert support queues, and friendly communication channels.
2.3.2 SKUNKHOST Studio™ Plan Parameters
The SKUNKHOST Studio™ care plan expands on the baseline features by adding dedicated creative design assets. It is restricted to exactly one (1) single business WordPress website and includes:
- Automated provisioning of SKUNKHOST Pro™ Cloud Hosting (excluding Core™ or WarpDrive™ setups).
- All underlying security layers, uptime checking, maintenance updates, and store compliance configurations from the Prime tier.
- Premium support response pipelines, engineer ticket access, and client communication managers.
- Built-in Creative Studio output, covering unlimited graphic design assets and unlimited promotional email layout designs.
- Strict AI Exclusion Rule: This tier explicitly excludes any access to AI conversion plugins, sales bots, automated business workflow bots, or proprietary SKUNKHOST AI modules.
2.3.3 SKUNKHOST Quantum™ Plan Parameters
The SKUNKHOST Quantum™ care plan is our top-tier managed care tier. It is restricted to exactly one (1) single business WordPress website and contains:
- Automated provisioning of our highest performance hosting, SKUNKHOST WarpDrive™ Cloud Hosting.
- Complete server safety support, uptime monitoring, malware scanning, network firewalling, and secure SSL management.
- High-priority WooCommerce platform administration, GDPR compliance tools, active plugin checks, gateway hookups, and product inventory workflows.
- High-priority support pipelines, expert assistance, clear communication channels, and premium features.
- Unlimited Creative Studio assets, including graphic designs and custom responsive email layout structures.
- Full access to our AI Ready Toolset, including the proprietary SKUNKHOST AI Plugin installation, conversion bots, sales journey bots, and automated business process workflow tools.
3. BILLING CYCLES, RENEWAL MATRICES, AND ACCOUNT SUSPENSION
3.1 Automated Recurring Billing Cycles
All managed service care plans are billed on a strictly recurring monthly subscription schedule. The initial billing cycle begins on the date of checkout via the website, at which point the client profile is created, the WooCommerce system marks the plan as active, and the Stripe gateway records the payment token. Charges recur exactly one calendar month from your billing date. The Client is responsible for ensuring their payment details remain valid and that sufficient credit limits exist to cover all contract renewals.
3.2 Dynamic Plan Modifications and Upgrades
The Client may request a plan upgrade or tier change at any time via their client dashboard. Plan upgrades are processed immediately by our systems. The WooCommerce setup calculates the unused balance of your current billing cycle and applies it as a partial credit toward your new tier selection. The Stripe gateway will charge any remainder for the current month right away, and your recurring billing amount will adjust to the new plan price on your next standard renewal date. Plan downgrades are processed at the end of the current billing cycle to avoid loss of active design, hosting, or support features.
3.3 Delinquency, Non-Payment, and Failed Transactions
If the Stripe gateway rejects a recurring monthly charge (due to card expiration, insufficient funds, or fraud flags), the system will automatically log a transaction failure. The following protocols will apply:
- Day 1 of Delinquency: The WooCommerce system flags the account as "Past Due," and an automated notification is dispatched to the Client's registered email address. Technical tasks and design processing are suspended.
- Day 5 of Delinquency: A second billing notification is sent, warning that access to support queues and hosting control panels will be restricted.
- Day 14 of Delinquency: The care plan status changes to "Suspended." The website remains online, but all firewall updates, theme maintenance, design outputs, bot interactions, and support ticket processing are put on hold.
- Day 30 of Delinquency: The contract is terminated for non-payment, and your account is closed.
3.4 Termination Rights and Offboarding Profiles
Either Party may terminate this contract for any reason or no reason at all. Upon processing a cancellation request, the account will remain active until the end of the current billing cycle, ensuring you have time to back up data and migrate hosting resources. Following the final day of the active billing cycle, our teams will remove any proprietary plugin configurations, disable active staging sites, remove our security firewall configurations, and delete associated automated bot tokens from our production servers.
4. FLEXIBLE CANCELLATION ("CANCEL ANYTIME") PROTOCOLS
4.1 Definitive Open-Ended Plan Structure
We believe in maximum flexibility for our clients. All care plan tiers are structured around an open-ended, month-to-month commitment model that allows you to cancel at any time. There are no mandatory multi-month retention terms, lock-in commitments, or surprise termination fees.
4.2 Formal Dashboard Execution Pathways
To ensure security and verify your identity, cancellation requests cannot be made by phone or generic email. Cancellations must be initiated directly by an authorized administrator through the billing tab inside your client dashboard. Once you confirm the request, the WooCommerce system will update your status to "Pending Cancellation" and issue a confirmation ticket, documenting the exact timestamp your subscription was scheduled to stop.
4.3 Service Maintenance to the End of the Billing Window
When you submit a cancellation request, your access is not cut off immediately. Your plan benefits—including hosting, security monitoring, creative design processing, and ticket support—remain fully active until the final day of your current prepaid billing cycle. No further payments will be charged to your card via Stripe, and the subscription will expire at the end of that period.
4.4 Exclusion of Post-Cancellation Liabilities
Once your paid billing cycle ends and the subscription expires, the Company has no further obligation to monitor, maintain, optimize, or secure your WordPress website. We are not responsible for any security incidents, plugin errors, server dropouts, or database corruptions that occur after your care plan has expired.
5. THE 24-HOUR MONEY-BACK GUARANTEE AND ACCOUNT "PRIVILEGE" EXCLUSIONS
5.1 The 24-Hour Trial Period Window
For new Clients trying out our platform, we offer a 24-hour money-back guarantee. The refund window opens at the exact minute and second your checkout transaction is processed by WooCommerce and confirmed by Stripe, and it expires exactly twenty-four (24) hours later. To request a refund under this guarantee, the Client must submit a high-priority ticket through the support dashboard within this 24-hour window, explicitly stating their desire to cancel and request a refund.
5.2 Strict Limitations Based on Service and Feature Use
This refund guarantee is designed for clients to evaluate our dashboard and hosting platform. It is subject to strict limitations based on service use. The guarantee is completely voided if any active plan feature, manual engineering service, or specific account privilege has been used or executed within that initial 24-hour window. The 24-hour money-back guarantee becomes completely void if any of the following actions occur:
- The client submits a technical support ticket or security fix request that is processed by our engineering queue.
- The client submits a graphic or email design request to our Creative Studio team.
- The client generates or tests an automated AI conversion, sales, or workflow bot layout.
- The client requests manual plugin troubleshooting or optimization work from our team.
5.3 Hosting Setup vs. Service Execution
The initial setup and migration of your website to our cloud infrastructure (including Core™, Pro™, or WarpDrive™ setups) does not invalidate the 24-hour refund window. However, using any specific account feature or privilege beyond basic hosting space—such as requesting custom development adjustments or automated bot workflows—terminates your refund eligibility.
5.4 Refund Processing Rules
When a refund request meets all requirements and contains no exclusions, our billing department will process the refund through the Stripe dashboard. The refund returns the full amount to your original payment card. The Client acknowledges that while we issue refunds immediately, banks and credit card issuers can take 5 to 10 business days to post the funds back to your account balance.
6. INTELLECTUAL PROPERTY RIGHTS AND THE LICENSE ARCHITECTURE
6.1 Ownership of Existing Brand Assets
The Client retains all intellectual property rights, copyrights, trademarks, brand identity patterns, and trade secret formulations linked to the text, layout designs, logos, and custom code modules uploaded to their hosted WordPress website. The Company claims no ownership over any materials provided by the Client. You grant us a limited, non-exclusive, royalty-free license to access, view, replicate, adjust, and backup your site assets solely to perform our managed maintenance, security updates, and creative studio deliverables.
6.2 Ownership of Creative Studio Output
For clients on the Studio™ and Quantum™ plans, any custom graphics, banner designs, promotional social assets, and layout structures designed by our Creative Studio team are transferred to the Client upon approval and payment of all active invoices. The Company retains no residual royalties or control over approved design assets, and you are free to deploy them across any channels you choose.
6.3 Proprietary Platform Components and Core Plugin Architecture
All software components, custom dashboard extensions, server optimization logic, firewall rule sets, automated uptime checking scripts, and our proprietary SKUNKHOST AI Plugin remain the exclusive intellectual property of SKUNKWORK GROUP LIMITED. Your care plan subscription grants you a limited, non-exclusive, non-transferable, revocable license to run our proprietary plugin code and automated bot connection points on your single registered WordPress site while your plan remains active. If your plan is canceled or terminated, this license ends automatically. You are strictly prohibited from copying, decompiling, reverse-engineering, selling, or distributing our proprietary plugin files or software code.
6.4 Third-Party Extension Licensing Rules
Our technical teams use premium third-party plugins, security add-ons, and developer licenses to optimize and manage your WordPress site. These tools are provided under our internal developer licenses and remain active only while your care plan is open. If you cancel your subscription, our developer license keys will be removed, and you will be responsible for purchasing your own individual plugin licenses to maintain access to future software updates.
7. DATA PROTECTION, DATA PROCESSING PROTOCOLS (UK GDPR), AND SECURITY RULES
7.1 Statutory Framework and Roles
Both Parties agree to comply with all applicable requirements of the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and any other relevant privacy laws in the United Kingdom. For the purposes of these data rules, the Client acts as the Data Controller, and the Company acts as the Data Processor. The details of our technical data processing activities are set out below:
7.2 Core Parameters of Data Processing
- Subject Matter of Processing: The technical maintenance, security monitoring, hosting optimization, and administrative support of the Client's single managed WordPress website installation.
- Duration of Processing: The active term of your care plan subscription, extending until your account is fully closed and offboarded.
- Nature and Purpose of Processing: Managing automated code updates, running security firewalls, checking server uptime logs, processing WooCommerce shop items, and connecting authorized API setups.
- Types of Personal Data Processed: User login details, administrator email addresses, IP access records, security block logs, and WooCommerce customer transactional details (including checkout addresses, names, and contact emails processed via your storefront).
- Categories of Data Subjects: The Client's staff, website administrators, and retail customers who purchase goods or log into their e-commerce storefront.
7.3 Specific Obligations of the Data Processor
As the Data Processor, the Company agrees to:
- Process personal data only on documented instructions from the Data Controller, unless required to do otherwise by UK statutory law.
- Ensure that all engineers, customer support staff, and designers authorized to access your site data have signed strict confidentiality agreements.
- Implement strong technical and organizational security measures, including active web application firewalls, isolated file containers, malware scanning, and encrypted backup schedules.
- Help the Data Controller respond to any rights requests from data subjects, such as subject access requests or data erasure claims.
- Assist the Data Controller with data protection impact assessments (DPIAs) and consultations with regulatory bodies like the Information Commissioner's Office (ICO).
- Notify the Client within forty-eight (48) hours if we discover a verified data breach affecting your hosted website files or account information.
- At the Client's choice, delete or safely return all personal data at the end of the contract, deleting any remaining copies unless UK law requires storage.
- Make available to the Data Controller all information necessary to demonstrate compliance with these UK GDPR duties and allow for reasonable technical audits.
8. INDEMNIFICATION AND THE LIMITATION OF LIABILITY
8.1 Total Financial Cap on Claims
To the maximum extent permitted by applicable law in England and Wales, the total collective liability of SKUNKWORK GROUP LIMITED, its directors, engineers, employees, and suppliers for any claims, damages, losses, or legal costs arising out of this contract, whether in contract, tort (including negligence), or statutory duty, shall be strictly limited to the total amount paid by the Client to the Company for their specific care plan subscription during the three (3) month period immediately before the event giving rise to the claim.
8.2 Total Exclusion of Indirect and Consequential Damages
The Company shall not be liable to the Client or any third party for any indirect, incidental, special, exemplary, or consequential losses or damages. This exclusion applies regardless of the cause of action and includes, without limitation: loss of business revenue, retail profits, commercial sales, or projected corporate savings; loss or corruption of customer data, inventory configurations, or transaction histories; business interruption, merchant account suspensions, or third-party compensation claims; reputational damage or loss of brand goodwill resulting from service disruptions or security incidents.
8.3 Technical Indemnification Commitments
The Client agrees to fully defend, indemnify, and hold harmless the Company, its directors, and staff from and against any claims, losses, liabilities, legal costs, or settlements arising from:
- Any claims that content, product assets, media files, or logos uploaded to your WordPress site infringe on third-party intellectual property or privacy rights.
- Any illegal transactions, fraudulent activities, or product fulfillment issues managed via your WooCommerce store.
- Any violations of the UK Data Protection Act or UK GDPR caused by the Client's custom data collection forms, marketing lists, or tracking scripts.
9. REPRESENTATIONS, COVENANTS, AND PLATFORM WARRANTY EXCLUSIONS
9.1 Baseline Platform Warranty Exclusions
Except as explicitly set out in these Terms and our Service Level Agreement, our services, hosting platforms, backup networks, automated bot toolsets, and code structures are provided on an "as is" and "as available" basis. The Company explicitly disclaims all warranties of any kind, whether express, implied, or statutory, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or that our systems will never experience interruptions or software bugs.
9.2 Limitations of Uptime and Performance Metrics
While our infrastructure includes 24/7 uptime monitoring and active security firewalls, we cannot guarantee that your website will never experience downtime or security incidents. WordPress updates depend on third-party plugins and theme creators. We are not liable if a third-party software update breaks site layout styles, creates code conflicts, or interrupts your checkout process. Our responsibility in these cases is to provide technical remediation under the guidelines of our Scope of Work and SLA priority queues.
9.3 Client Conduct and Security Rules
The Client agrees not to use our hosting systems or care plans to run malicious scripts, distribute spam emails, host pirated content, or engage in deceptive business practices. If we detect unauthorized activity or system abuse on your site, we reserve the right to suspend your account immediately to protect our broader server infrastructure, without any liability for data loss or operational interruptions.
10. JURISDICTION, DISPUTE RESOLUTION, AND MISCELLANEOUS LEGAL RULES
10.1 Governing Law of England and Wales
This Agreement, its interpretation, and any non-contractual obligations or disputes arising out of it shall be governed by and construed in accordance with the laws of England and Wales.
10.2 Formal Arbitration and Court Venues
If a dispute, disagreement, or claim arises between the Parties regarding these Terms, the operational teams will first attempt to reach an amicable resolution through good-faith discussions. If these discussions do not produce a resolution within thirty (30) business days, the dispute shall be referred to and finally resolved by the courts of England, with the exclusive legal venue for all formal court proceedings located in Kent.
10.3 Severability of Clauses
If any provision or clause of this Agreement is found by a court or administrative body of competent jurisdiction to be invalid, illegal, or unenforceable, that invalidity or unenforceability shall not affect the other provisions of this contract. The remaining clauses shall stay in full force and effect, and the invalid provision shall be modified to the minimum extent necessary to make it valid, legal, and enforceable while preserving its original commercial intent.
10.4 Entirety of the Agreement
This Terms and Conditions document, along with our Service Level Agreement and Scope of Work, constitutes the entire agreement between the Parties regarding your care plan subscription. It replaces all prior agreements, marketing summaries, verbal promises, or written understandings regarding these services.
DOCUMENT 2: SERVICE LEVEL AGREEMENT (SLA)
1. DEFINITIONS, TIMING, AND OPERATIONAL PRINCIPLES
1.1 Structural Term Definitions
To ensure clarity across all support tickets, the following definitions apply throughout this Service Level Agreement:
- Ticket / Request: Any formal support notice, bug report, content change, design adjustment, or technical inquiry submitted by the Client through our verified client dashboard.
- Response Time: The time between a ticket being logged in our dashboard and an expert engineer or support rep acknowledging the issue and beginning work.
- Resolution Time: The time required to fully resolve a technical issue, apply a software patch, finish a layout design, or complete a data synchronization process.
- Critical Incident: Any issue where the hosted website is completely offline, the database is inaccessible, or the primary checkout pathway is broken across all users.
1.2 Core Business Hours Grid
Our standard technical teams, creative studio designers, and customer support representatives operate within a fixed schedule based on UK Time. Standard Business Hours are defined as follows:
| Days of the Week | Operational Core Hours (UK Time Line) | Queue Status |
|---|---|---|
| Monday to Thursday | 09:00 to 17:30 | Full Technical Production & Queue Handling |
| Friday | 09:00 to 16:30 | Full Technical Production & Queue Handling |
| Saturday & Sunday | Offline / Closed | Standard Queues Paused |
| UK Bank Holidays | Offline / Closed | Standard Queues Paused |
2. CORE BUSINESS HOURS AND TIERED AVAILABILITY ARCHITECTURE
2.1 Prime™ and Studio™ Tier Hours
For clients on SKUNKHOST Prime™ and SKUNKHOST Studio™, all technical requests, theme updates, content edits, and graphic designs are processed strictly within our Standard Business Hours (09:00 to 17:30 Monday to Thursday, and 09:00 to 16:30 on Fridays). Tickets logged outside these windows, during weekends, or on UK Bank Holidays are securely queued and will be addressed in order of receipt on the next standard business morning.
2.2 Quantum™ Tier 24/7/365 Support
The SKUNKHOST Quantum™ plan bypasses standard operating hours by including 24/7/365 out-of-hours offline support. This tier provides continuous monitoring for critical server failures, network drops, or database errors around the clock, including weekends, holidays, and overnight hours. Our emergency engineering team remains active to handle critical operational needs for Quantum™ properties at any time.
2.3 System Maintenance and Scheduled Windows
To ensure platform security and server performance, we perform regular system maintenance and software optimizations. Scheduled maintenance windows are typically set during off-peak hours (between 01:00 and 05:00 UK Time). We aim to give at least forty-eight (48) hours' notice for any planned updates that could cause temporary service interruptions. Emergency security patches required to stop active threats are applied immediately, with updates posted to our system status dashboard.
3. QUEUE LOGIC, SEQUENTIAL MANAGEMENT, AND QUANTUM CONCURRENCY CAP
3.1 Sequential Processing Rules for Prime™ and Studio™
To maintain quality and keep our workflows organized, SKUNKHOST Prime™ and SKUNKHOST Studio™ plans operate on a strict sequential task model. The engineering and design teams work on exactly one (1) task at a time per website installation. When a Client submits multiple requests through their dashboard, the items are added to a project queue. Work on a new task will not begin until the current active task is resolved, tested, and marked as complete by our team.
3.2 Concurrent Processing Rules for Quantum™
The SKUNKHOST Quantum™ tier is designed for businesses with higher volume needs and is exempt from sequential task limitations. Our teams can process multiple development tracks, graphic design deliverables, and bot updates simultaneously. This multi-track system is subject to a strict hard limit of ten (10) maximum running tasks at any one time per plan subscription.
3.3 Dynamic Prioritization Rules
Clients can organize the order of tasks within their dashboard queue to align with their business needs. If an urgent requirement arises, a Client can flag a queued item as high priority, which pauses the current active task and moves the new request to the front of the production line.
4. SERVICE RECOVERY TIMELINES AND TASK COMPLEXITY MATRIX
4.1 Technical Sorting and Complexity Assignments
When a support ticket or task request is logged in our dashboard, our triage team evaluates the request and assigns it a Complexity Rating based on the technical skills and time required for completion. This rating determines the expected turnaround timeline during standard operating windows.
SKUNKHOST™ MASTER TERMS AND CONDITIONS
Effective Date: May 18, 2026
1. LEGAL STRUCTURE, DEFINITIONS, AND FRAMEWORK INCORPORATION
1.1 Parties and Binding Authority
This Master Terms and Conditions Agreement (hereinafter referred to as the "Agreement", "Terms", or "Terms and Conditions") sets forth the contractually binding, non-negotiable operational terms established by and between SKUNKWORK GROUP LIMITED, a corporate entity organized and existing under the statutory laws of England and Wales, with its principal registered business headquarters and operational facilities domiciled in Gravesend, Kent (hereinafter uniformly referred to as the "Company", "SKUNKHOST", "we", "us", or "our"), and any commercial entity, individual business operator, corporate partnership, or legal person subscribing to, purchasing, or utilizing our services via the primary domain infrastructure located at skunkhost.co.uk (hereinafter uniformly referred to as the "Client", "Subscriber", "you", or "your").
The Company and the Client are collectively designated as the "Parties" and individually as a "Party" to this ongoing subscription framework.
By executing an online transaction, ordering an operational package, subscribing to a managed WordPress care layer, or continuing to host digital infrastructure with us, you explicitly represent that you possess the full legal authority, corporate capacity, and valid mandate to bind yourself or the legal entity you represent to these Terms. If you do not accept, without limitation, reservation, or amendment, the entirety of the obligations, duties, and restrictions set forth herein, you must immediately halt all checkout procedures, refrain from submitting payments via our processing nodes, and cease utilizing any services, platforms, servers, plugins, or tools managed by us.
1.2 Incorporation of Remote Terms and Priority of Terms
This document acts as the core foundational layer of your contract with us. These Terms incorporate, by reference, the specific allocations of our Service Level Agreement (SLA) and the operational definitions set forth inside our Scope of Work (SoW). All individual invoices generated by our checkout systems, alongside automated platform variables managed through our electronic client systems, form part of the absolute contractual understanding.
In the event of an ambiguity, interpretive variance, or structural conflict between these Terms and Conditions and any promotional materials, website copy, text elements on skunkhost.co.uk, or verbal assurances made by our representatives, these Terms and Conditions shall take absolute precedence as the final word and sole source of truth.
1.3 Interpretation and Grammatical Construction
In the interpretation of this Agreement, unless the structural context requires otherwise:
- The singular includes the plural and vice versa, and any gender reference includes all genders.
- Section titles, clause headings, and block summaries are integrated strictly for ease of spatial reference and navigation; they do not alter, expand, limit, or interpret the binding definitions of the text.
- The words "include," "includes," and "including" shall be deemed followed by the phrase "without limitation," preventing any restrictive interpretation of general lists.
- Any reference to a statutory enactment, regulatory instrument, or legal directive includes any amendment, modification, extension, or re-enactment thereof within the jurisdiction of the United Kingdom.
2. SUBSCRIPTION TYPES, PLATFORM ARCHITECTURE, AND E-COMMERCE CONFIGURATION
2.1 E-Commerce Engine and Order Processing Infrastructure
The processing of subscriptions, client account generation, system provisioning tracking, and checkout operations are built and executed using the WooCommerce core architecture and its associated software add-ons, technical extensions, and integrated server plugins. The Client explicitly acknowledges that all transaction logs, recurring subscription flags, status configurations, and automated account updates are recorded within this specialized WooCommerce ecosystem. It is your responsibility to maintain the security of your WooCommerce-generated client portal credentials and login pathways.
2.2 Payment Gateway Protocols and Security Rules
Financial remediation, card validations, transactional settlements, and monthly recurring collections are executed via the integration of the Stripe payment processing gateway. By signing up for a care plan, you grant us an open-ended, active authorization to securely transmit your payment data to Stripe and automatically charge your registered credit card, debit card, or authorized banking method on a recurring monthly basis for the full amount of your chosen care tier, plus any additional plugins or variables added through your dashboard. The Client agrees to maintain valid, unexpired payment details within the Stripe portal. Failure to maintain operational payment methods that results in a payment rejection will trigger automatic automated reminders, followed by prompt suspension of your managed care layout and technical support workflows.
2.3 Tier Isolation and Structural Plan Parameters
We operate three separate, non-overlapping managed service care plan tiers. Each plan is restricted to its specific resource allocations, server configurations, and support channels. Features, processing queues, and licenses cannot be split, shared, or transferred across different properties. The tiers are defined as follows:
2.3.1 SKUNKHOST Prime™ Plan Parameters
The SKUNKHOST Prime™ care plan is configured for exactly one (1) single business WordPress installation. It provides basic operational care without design output or AI automation tools. The package includes:
- Automated provisioning and maintenance of SKUNKHOST Core™ Cloud Hosting.
- Continuous website security, uptime checking, and technical maintenance fixes.
- Basic malware and malicious traffic firewall protection.
- Standard SSL certificate configuration and secure HTTPS management.
- Base support for WooCommerce operations, GDPR tools, plugin management, payment gateway hooks, and inventory updates.
- Rapid support ticket handling, expert support queues, and friendly communication channels.
2.3.2 SKUNKHOST Studio™ Plan Parameters
The SKUNKHOST Studio™ care plan expands on the baseline features by adding dedicated creative design assets. It is restricted to exactly one (1) single business WordPress website and includes:
- Automated provisioning of SKUNKHOST Pro™ Cloud Hosting (excluding Core™ or WarpDrive™ setups).
- All underlying security layers, uptime checking, maintenance updates, and store compliance configurations from the Prime tier.
- Premium support response pipelines, engineer ticket access, and client communication managers.
- Built-in Creative Studio output, covering unlimited graphic design assets and unlimited promotional email layout designs.
- Strict AI Exclusion Rule: This tier explicitly excludes any access to AI conversion plugins, sales bots, automated business workflow bots, or proprietary SKUNKHOST AI modules.
2.3.3 SKUNKHOST Quantum™ Plan Parameters
The SKUNKHOST Quantum™ care plan is our top-tier managed care tier. It is restricted to exactly one (1) single business WordPress website and contains:
- Automated provisioning of our highest performance hosting, SKUNKHOST WarpDrive™ Cloud Hosting.
- Complete server safety support, uptime monitoring, malware scanning, network firewalling, and secure SSL management.
- High-priority WooCommerce platform administration, GDPR compliance tools, active plugin checks, gateway hookups, and product inventory workflows.
- High-priority support pipelines, expert assistance, clear communication channels, and premium features.
- Unlimited Creative Studio assets, including graphic designs and custom responsive email layout structures.
- Full access to our AI Ready Toolset, including the proprietary SKUNKHOST AI Plugin installation, conversion bots, sales journey bots, and automated business process workflow tools.
3. BILLING CYCLES, RENEWAL MATRICES, AND ACCOUNT SUSPENSION
3.1 Automated Recurring Billing Cycles
All managed service care plans are billed on a strictly recurring monthly subscription schedule. The initial billing cycle begins on the date of checkout via the website, at which point the client profile is created, the WooCommerce system marks the plan as active, and the Stripe gateway records the payment token. Charges recur exactly one calendar month from your billing date. The Client is responsible for ensuring their payment details remain valid and that sufficient credit limits exist to cover all contract renewals.
3.2 Dynamic Plan Modifications and Upgrades
The Client may request a plan upgrade or tier change at any time via their client dashboard. Plan upgrades are processed immediately by our systems. The WooCommerce setup calculates the unused balance of your current billing cycle and applies it as a partial credit toward your new tier selection. The Stripe gateway will charge any remainder for the current month right away, and your recurring billing amount will adjust to the new plan price on your next standard renewal date. Plan downgrades are processed at the end of the current billing cycle to avoid loss of active design, hosting, or support features.
3.3 Delinquency, Non-Payment, and Failed Transactions
If the Stripe gateway rejects a recurring monthly charge (due to card expiration, insufficient funds, or fraud flags), the system will automatically log a transaction failure. The following protocols will apply:
- Day 1 of Delinquency: The WooCommerce system flags the account as "Past Due," and an automated notification is dispatched to the Client's registered email address. Technical tasks and design processing are suspended.
- Day 5 of Delinquency: A second billing notification is sent, warning that access to support queues and hosting control panels will be restricted.
- Day 14 of Delinquency: The care plan status changes to "Suspended." The website remains online, but all firewall updates, theme maintenance, design outputs, bot interactions, and support ticket processing are put on hold.
- Day 30 of Delinquency: The contract is terminated for non-payment, and your account is closed.
3.4 Termination Rights and Offboarding Profiles
Either Party may terminate this contract for any reason or no reason at all. Upon processing a cancellation request, the account will remain active until the end of the current billing cycle, ensuring you have time to back up data and migrate hosting resources. Following the final day of the active billing cycle, our teams will remove any proprietary plugin configurations, disable active staging sites, remove our security firewall configurations, and delete associated automated bot tokens from our production servers.
4. FLEXIBLE CANCELLATION ("CANCEL ANYTIME") PROTOCOLS
4.1 Definitive Open-Ended Plan Structure
We believe in maximum flexibility for our clients. All care plan tiers are structured around an open-ended, month-to-month commitment model that allows you to cancel at any time. There are no mandatory multi-month retention terms, lock-in commitments, or surprise termination fees.
4.2 Formal Dashboard Execution Pathways
To ensure security and verify your identity, cancellation requests cannot be made by phone or generic email. Cancellations must be initiated directly by an authorized administrator through the billing tab inside your client dashboard. Once you confirm the request, the WooCommerce system will update your status to "Pending Cancellation" and issue a confirmation ticket, documenting the exact timestamp your subscription was scheduled to stop.
4.3 Service Maintenance to the End of the Billing Window
When you submit a cancellation request, your access is not cut off immediately. Your plan benefits—including hosting, security monitoring, creative design processing, and ticket support—remain fully active until the final day of your current prepaid billing cycle. No further payments will be charged to your card via Stripe, and the subscription will expire at the end of that period.
4.4 Exclusion of Post-Cancellation Liabilities
Once your paid billing cycle ends and the subscription expires, the Company has no further obligation to monitor, maintain, optimize, or secure your WordPress website. We are not responsible for any security incidents, plugin errors, server dropouts, or database corruptions that occur after your care plan has expired.
5. THE 24-HOUR MONEY-BACK GUARANTEE AND ACCOUNT "PRIVILEGE" EXCLUSIONS
5.1 The 24-Hour Trial Period Window
For new Clients trying out our platform, we offer a 24-hour money-back guarantee. The refund window opens at the exact minute and second your checkout transaction is processed by WooCommerce and confirmed by Stripe, and it expires exactly twenty-four (24) hours later. To request a refund under this guarantee, the Client must submit a high-priority ticket through the support dashboard within this 24-hour window, explicitly stating their desire to cancel and request a refund.
5.2 Strict Limitations Based on Service and Feature Use
This refund guarantee is designed for clients to evaluate our dashboard and hosting platform. It is subject to strict limitations based on service use. The guarantee is completely voided if any active plan feature, manual engineering service, or specific account privilege has been used or executed within that initial 24-hour window. The 24-hour money-back guarantee becomes completely void if any of the following actions occur:
- The client submits a technical support ticket or security fix request that is processed by our engineering queue.
- The client submits a graphic or email design request to our Creative Studio team.
- The client generates or tests an automated AI conversion, sales, or workflow bot layout.
- The client requests manual plugin troubleshooting or optimization work from our team.
5.3 Hosting Setup vs. Service Execution
The initial setup and migration of your website to our cloud infrastructure (including Core™, Pro™, or WarpDrive™ setups) does not invalidate the 24-hour refund window. However, using any specific account feature or privilege beyond basic hosting space—such as requesting custom development adjustments or automated bot workflows—terminates your refund eligibility.
5.4 Refund Processing Rules
When a refund request meets all requirements and contains no exclusions, our billing department will process the refund through the Stripe dashboard. The refund returns the full amount to your original payment card. The Client acknowledges that while we issue refunds immediately, banks and credit card issuers can take 5 to 10 business days to post the funds back to your account balance.
6. INTELLECTUAL PROPERTY RIGHTS AND THE LICENSE ARCHITECTURE
6.1 Ownership of Existing Brand Assets
The Client retains all intellectual property rights, copyrights, trademarks, brand identity patterns, and trade secret formulations linked to the text, layout designs, logos, and custom code modules uploaded to their hosted WordPress website. The Company claims no ownership over any materials provided by the Client. You grant us a limited, non-exclusive, royalty-free license to access, view, replicate, adjust, and backup your site assets solely to perform our managed maintenance, security updates, and creative studio deliverables.
6.2 Ownership of Creative Studio Output
For clients on the Studio™ and Quantum™ plans, any custom graphics, banner designs, promotional social assets, and layout structures designed by our Creative Studio team are transferred to the Client upon approval and payment of all active invoices. The Company retains no residual royalties or control over approved design assets, and you are free to deploy them across any channels you choose.
6.3 Proprietary Platform Components and Core Plugin Architecture
All software components, custom dashboard extensions, server optimization logic, firewall rule sets, automated uptime checking scripts, and our proprietary SKUNKHOST AI Plugin remain the exclusive intellectual property of SKUNKWORK GROUP LIMITED. Your care plan subscription grants you a limited, non-exclusive, non-transferable, revocable license to run our proprietary plugin code and automated bot connection points on your single registered WordPress site while your plan remains active. If your plan is canceled or terminated, this license ends automatically. You are strictly prohibited from copying, decompiling, reverse-engineering, selling, or distributing our proprietary plugin files or software code.
6.4 Third-Party Extension Licensing Rules
Our technical teams use premium third-party plugins, security add-ons, and developer licenses to optimize and manage your WordPress site. These tools are provided under our internal developer licenses and remain active only while your care plan is open. If you cancel your subscription, our developer license keys will be removed, and you will be responsible for purchasing your own individual plugin licenses to maintain access to future software updates.
7. DATA PROTECTION, DATA PROCESSING PROTOCOLS (UK GDPR), AND SECURITY RULES
7.1 Statutory Framework and Roles
Both Parties agree to comply with all applicable requirements of the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and any other relevant privacy laws in the United Kingdom. For the purposes of these data rules, the Client acts as the Data Controller, and the Company acts as the Data Processor. The details of our technical data processing activities are set out below:
7.2 Core Parameters of Data Processing
- Subject Matter of Processing: The technical maintenance, security monitoring, hosting optimization, and administrative support of the Client's single managed WordPress website installation.
- Duration of Processing: The active term of your care plan subscription, extending until your account is fully closed and offboarded.
- Nature and Purpose of Processing: Managing automated code updates, running security firewalls, checking server uptime logs, processing WooCommerce shop items, and connecting authorized API setups.
- Types of Personal Data Processed: User login details, administrator email addresses, IP access records, security block logs, and WooCommerce customer transactional details (including checkout addresses, names, and contact emails processed via your storefront).
- Categories of Data Subjects: The Client's staff, website administrators, and retail customers who purchase goods or log into their e-commerce storefront.
7.3 Specific Obligations of the Data Processor
As the Data Processor, the Company agrees to:
- Process personal data only on documented instructions from the Data Controller, unless required to do otherwise by UK statutory law.
- Ensure that all engineers, customer support staff, and designers authorized to access your site data have signed strict confidentiality agreements.
- Implement strong technical and organizational security measures, including active web application firewalls, isolated file containers, malware scanning, and encrypted backup schedules.
- Help the Data Controller respond to any rights requests from data subjects, such as subject access requests or data erasure claims.
- Assist the Data Controller with data protection impact assessments (DPIAs) and consultations with regulatory bodies like the Information Commissioner's Office (ICO).
- Notify the Client within forty-eight (48) hours if we discover a verified data breach affecting your hosted website files or account information.
- At the Client's choice, delete or safely return all personal data at the end of the contract, deleting any remaining copies unless UK law requires storage.
- Make available to the Data Controller all information necessary to demonstrate compliance with these UK GDPR duties and allow for reasonable technical audits.
8. INDEMNIFICATION AND THE LIMITATION OF LIABILITY
8.1 Total Financial Cap on Claims
To the maximum extent permitted by applicable law in England and Wales, the total collective liability of SKUNKWORK GROUP LIMITED, its directors, engineers, employees, and suppliers for any claims, damages, losses, or legal costs arising out of this contract, whether in contract, tort (including negligence), or statutory duty, shall be strictly limited to the total amount paid by the Client to the Company for their specific care plan subscription during the three (3) month period immediately before the event giving rise to the claim.
8.2 Total Exclusion of Indirect and Consequential Damages
The Company shall not be liable to the Client or any third party for any indirect, incidental, special, exemplary, or consequential losses or damages. This exclusion applies regardless of the cause of action and includes, without limitation: loss of business revenue, retail profits, commercial sales, or projected corporate savings; loss or corruption of customer data, inventory configurations, or transaction histories; business interruption, merchant account suspensions, or third-party compensation claims; reputational damage or loss of brand goodwill resulting from service disruptions or security incidents.
8.3 Technical Indemnification Commitments
The Client agrees to fully defend, indemnify, and hold harmless the Company, its directors, and staff from and against any claims, losses, liabilities, legal costs, or settlements arising from:
- Any claims that content, product assets, media files, or logos uploaded to your WordPress site infringe on third-party intellectual property or privacy rights.
- Any illegal transactions, fraudulent activities, or product fulfillment issues managed via your WooCommerce store.
- Any violations of the UK Data Protection Act or UK GDPR caused by the Client's custom data collection forms, marketing lists, or tracking scripts.
9. REPRESENTATIONS, COVENANTS, AND PLATFORM WARRANTY EXCLUSIONS
9.1 Baseline Platform Warranty Exclusions
Except as explicitly set out in these Terms and our Service Level Agreement, our services, hosting platforms, backup networks, automated bot toolsets, and code structures are provided on an "as is" and "as available" basis. The Company explicitly disclaims all warranties of any kind, whether express, implied, or statutory, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or that our systems will never experience interruptions or software bugs.
9.2 Limitations of Uptime and Performance Metrics
While our infrastructure includes 24/7 uptime monitoring and active security firewalls, we cannot guarantee that your website will never experience downtime or security incidents. WordPress updates depend on third-party plugins and theme creators. We are not liable if a third-party software update breaks site layout styles, creates code conflicts, or interrupts your checkout process. Our responsibility in these cases is to provide technical remediation under the guidelines of our Scope of Work and SLA priority queues.
9.3 Client Conduct and Security Rules
The Client agrees not to use our hosting systems or care plans to run malicious scripts, distribute spam emails, host pirated content, or engage in deceptive business practices. If we detect unauthorized activity or system abuse on your site, we reserve the right to suspend your account immediately to protect our broader server infrastructure, without any liability for data loss or operational interruptions.
10. JURISDICTION, DISPUTE RESOLUTION, AND MISCELLANEOUS LEGAL RULES
10.1 Governing Law of England and Wales
This Agreement, its interpretation, and any non-contractual obligations or disputes arising out of it shall be governed by and construed in accordance with the laws of England and Wales.
10.2 Formal Arbitration and Court Venues
If a dispute, disagreement, or claim arises between the Parties regarding these Terms, the operational teams will first attempt to reach an amicable resolution through good-faith discussions. If these discussions do not produce a resolution within thirty (30) business days, the dispute shall be referred to and finally resolved by the courts of England, with the exclusive legal venue for all formal court proceedings located in Kent.
10.3 Severability of Clauses
If any provision or clause of this Agreement is found by a court or administrative body of competent jurisdiction to be invalid, illegal, or unenforceable, that invalidity or unenforceability shall not affect the other provisions of this contract. The remaining clauses shall stay in full force and effect, and the invalid provision shall be modified to the minimum extent necessary to make it valid, legal, and enforceable while preserving its original commercial intent.
10.4 Entirety of the Agreement
This Terms and Conditions document, along with our Service Level Agreement and Scope of Work, constitutes the entire agreement between the Parties regarding your care plan subscription. It replaces all prior agreements, marketing summaries, verbal promises, or written understandings regarding these services.
DOCUMENT 2: SERVICE LEVEL AGREEMENT (SLA)
1. DEFINITIONS, TIMING, AND OPERATIONAL PRINCIPLES
1.1 Structural Term Definitions
To ensure clarity across all support tickets, the following definitions apply throughout this Service Level Agreement:
- Ticket / Request: Any formal support notice, bug report, content change, design adjustment, or technical inquiry submitted by the Client through our verified client dashboard.
- Response Time: The time between a ticket being logged in our dashboard and an expert engineer or support rep acknowledging the issue and beginning work.
- Resolution Time: The time required to fully resolve a technical issue, apply a software patch, finish a layout design, or complete a data synchronization process.
- Critical Incident: Any issue where the hosted website is completely offline, the database is inaccessible, or the primary checkout pathway is broken across all users.
1.2 Core Business Hours Grid
Our standard technical teams, creative studio designers, and customer support representatives operate within a fixed schedule based on UK Time. Standard Business Hours are defined as follows:
| Days of the Week | Operational Core Hours (UK Time Line) | Queue Status |
|---|---|---|
| Monday to Thursday | 09:00 to 17:30 | Full Technical Production & Queue Handling |
| Friday | 09:00 to 16:30 | Full Technical Production & Queue Handling |
| Saturday & Sunday | Offline / Closed | Standard Queues Paused |
| UK Bank Holidays | Offline / Closed | Standard Queues Paused |
2. CORE BUSINESS HOURS AND TIERED AVAILABILITY ARCHITECTURE
2.1 Prime™ and Studio™ Tier Hours
For clients on SKUNKHOST Prime™ and SKUNKHOST Studio™, all technical requests, theme updates, content edits, and graphic designs are processed strictly within our Standard Business Hours (09:00 to 17:30 Monday to Thursday, and 09:00 to 16:30 on Fridays). Tickets logged outside these windows, during weekends, or on UK Bank Holidays are securely queued and will be addressed in order of receipt on the next standard business morning.
2.2 Quantum™ Tier 24/7/365 Support
The SKUNKHOST Quantum™ plan bypasses standard operating hours by including 24/7/365 out-of-hours offline support. This tier provides continuous monitoring for critical server failures, network drops, or database errors around the clock, including weekends, holidays, and overnight hours. Our emergency engineering team remains active to handle critical operational needs for Quantum™ properties at any time.
2.3 System Maintenance and Scheduled Windows
To ensure platform security and server performance, we perform regular system maintenance and software optimizations. Scheduled maintenance windows are typically set during off-peak hours (between 01:00 and 05:00 UK Time). We aim to give at least forty-eight (48) hours' notice for any planned updates that could cause temporary service interruptions. Emergency security patches required to stop active threats are applied immediately, with updates posted to our system status dashboard.
3. QUEUE LOGIC, SEQUENTIAL MANAGEMENT, AND QUANTUM CONCURRENCY CAP
3.1 Sequential Processing Rules for Prime™ and Studio™
To maintain quality and keep our workflows organized, SKUNKHOST Prime™ and SKUNKHOST Studio™ plans operate on a strict sequential task model. The engineering and design teams work on exactly one (1) task at a time per website installation. When a Client submits multiple requests through their dashboard, the items are added to a project queue. Work on a new task will not begin until the current active task is resolved, tested, and marked as complete by our team.
3.2 Concurrent Processing Rules for Quantum™
The SKUNKHOST Quantum™ tier is designed for businesses with higher volume needs and is exempt from sequential task limitations. Our teams can process multiple development tracks, graphic design deliverables, and bot updates simultaneously. This multi-track system is subject to a strict hard limit of ten (10) maximum running tasks at any one time per plan subscription.
3.3 Dynamic Prioritization Rules
Clients can organize the order of tasks within their dashboard queue to align with their business needs. If an urgent requirement arises, a Client can flag a queued item as high priority, which pauses the current active task and moves the new request to the front of the production line.
4. SERVICE RECOVERY TIMELINES AND TASK COMPLEXITY MATRIX
4.1 Technical Sorting and Complexity Assignments
When a support ticket or task request is logged in our dashboard, our triage team evaluates the request and assigns it a Complexity Rating based on the explicit technical requirements and processing steps involved. This rating determines the target delivery timeline under standard operating conditions.
4.2 Master Task Complexity Mapping Matrix
The following multi-tier structural matrix defines the absolute mapping boundaries for in-scope service items, processing criteria, and target delivery windows:
| Complexity Rating | Functional Mapping & SOW In-Scope Items Included | Target Delivery Timeline | Tier Availability |
|---|---|---|---|
| Routine / Low Complexity |
Website Fixes & Maintenance: Standard text adjustments, line corrections, contact email swaps, single phone number revisions, basic menu link alterations, or single graphic image replacements. Protection & Security: Manual clear of cache layers, database table size checks, initiating manual server safety sweeps, or plugin license sync updates. Store Administration: Modifying a product price point manually, updating single item inventory status levels, or correcting simple copy inside a shipping description label. |
Same Day (Within Core Business Hours) |
Prime™, Studio™, Quantum™ |
| Standard / Medium Complexity |
Website Fixes & Maintenance: Resolving broken CSS display layout anomalies on tablet or mobile viewports, fixing broken form submit endpoints, setting up standard landing pages from pre-built layouts, or troubleshooting minor core update script errors. Protection & Security: Configuration adjustments to firewall blocking thresholds, setting up tracking preference managers, or generating customized cookie notice blocks. Store & Compliance: Linking existing WooCommerce payment gateway options (Stripe keys), building advanced discount coupon structures, or configuring standard weight-based shipping zone grids. Creative Studio (Studio/Quantum): Designing original web promotional graphics, digital advertising canvas templates, header elements, or crafting clean responsive newsletter code layouts for distribution. |
Next Day to 3 Days | Prime™, Studio™, Quantum™ |
| Advanced / High Complexity |
Website Fixes & Maintenance: Resolving severe software code errors, deep database conflict restoration, fixing multi-tier plugin synchronization errors that halt functionality, or repairing theme logic conflicts after structural core framework upgrades. Protection & Security: Full malware isolation, restoring file systems post-incident from offline backup partitions, or fixing advanced edge-network security routing failures. Store & Compliance: Parsing or mapping product variations through mass CSV files, debugging external checkout webhooks, or fixing inventory synchronization data field mismatches. AI Ready Deployment (Quantum Only): Installing the proprietary SKUNKHOST AI Plugin, configuring lead generation capture tools, prompt engineering for sales bot conversational pathways, or writing backend automated workflow webhooks connecting to external operational nodes. |
3 Days to 7 Days | Studio™, Quantum™ (AI items Quantum only) |
5. INFRASTRUCTURE PERFORMANCE METRICS AND AVAILABILITY ASSURANCES
5.1 Cloud Platform Availability Assurance
We aim to maintain a 99.9% network availability and runtime uptime metric for our core cloud infrastructure across all three plan levels (Core™, Pro™, and WarpDrive™ hosting architectures). Uptime metrics are calculated over each monthly billing cycle, excluding planned system maintenance windows.
5.2 Server Resource Tracking Profiles
Our internal systems continuously monitor key server performance metrics, including CPU load, memory utilization, disk I/O performance, and network port availability. If resource consumption spikes on an account due to traffic surges or intensive background processing, our optimization systems will adjust resource allocations to keep the site fast and stable, ensuring other sites on the node are unaffected.
5.3 Technical Data Backup and Retention Routines
To protect your data, we run automated daily backup routines for all managed WordPress sites. Backups include all database rows, core media files, plugin configurations, and theme settings. Backup archives are stored securely on separate infrastructure and retained for a rolling thirty (30) day window, allowing us to quickly restore site data if a critical failure or user error occurs.
6. ESCALATION PROTOCOLS AND INCIDENT MANAGEMENT PATHWAYS
6.1 Standard Triage and Ticket Entry
All requests must be submitted directly through our official ticketing system to ensure tracking and visibility. When a ticket is submitted, the system logs its timestamp, notes the active care plan tier, and assigns it a unique tracking reference number.
6.2 Escalation Pathways for High-Priority Incidents
If a hosted website experiences a critical incident, the issue bypasses standard support queues and is routed directly to our senior engineering team. The escalation pathway follows these steps:
1. Level 1: System Monitoring / Triage Acknowledgment — Initial tracking assignment and validation.
2. Level 2: Senior Engineer Assignment & Staging Analysis — Deep diagnostic reviews inside isolated files.
3. Level 3: Infrastructure Hot-Fix Implementation & Validation — Execution of target patches and operational wrap-up.
Our engineers will remain focused on the issue until network connection is restored, database integrity is confirmed, and the site returns to active operation.
6.3 Resolution Confirmations and Closing Protocol
A support ticket is only marked as resolved when our engineering or design team applies the necessary fix, verifies it in a staging environment, and updates the ticket status. The Client is notified via email and dashboard update. If the Client determines that the issue persists, they can reply to the notification within seven (7) days to automatically reopen the ticket and return it to our engineering queue.
DOCUMENT 3: SCOPE OF WORK (SoW)
1. DELIVERABLE PARAMETERS AND INTENT ANALYSIS
1.1 Structural Mission Scope
This Scope of Work (SoW) provides a detailed definition of the technical support, hosting infrastructure, store management tasks, creative assets, and AI tools managed by SKUNKWORK GROUP LIMITED. Our mission is to deliver comprehensive, hassle-free WordPress care plans that keep your business website secure, fast, and operational. This document clarifies exactly what tasks our teams undertake as part of your plan, and what items fall outside our scope of work.
1.2 Boundary Conditions and Single Installation Rules
All care plan subscriptions are built around a strict single-installation rule. Every purchased plan covers exactly one (1) single business WordPress website installation linked to a single database structure and core domain profile. We do not provide cross-network support, multi-site configuration changes, or global staging environments across multiple web domains using a single plan subscription.
2. DETAILED MASTER SERVICE ASSIGNMENT AND LAYER MATRIX
The following comprehensive matrix defines the availability of specific features, hosting architectures, and toolsets across our care plan tiers. This matrix sets the absolute service boundaries for each package:
| Functional Area | Service Feature and Deliverable Parameters | Prime™ Plan | Studio™ Plan | Quantum™ Plan |
|---|---|---|---|---|
| Foundation | Managed care, monitoring and support for X1 WordPress Website | Included | Included | Included |
| Foundation | 100% Stress-Free Technical System Management | Included | Included | Included |
| Foundation | 100% Managed Ongoing Operational Care | Included | Included | Included |
| Foundation | SKUNKHOST Core™ Cloud Hosting Infrastructure | Included | Excluded | Excluded |
| Foundation | SKUNKHOST Pro™ Cloud Hosting Infrastructure | Excluded | Included | Excluded |
| Foundation | SKUNKHOST WarpDrive™ Cloud Hosting Infrastructure | Excluded | Excluded | Included |
| Protection | 24/7 Continuous Website Security Support | Included | Included | Included |
| Protection | 24/7 Availability & Downtime Monitoring | Included | Included | Included |
| Protection | Unlimited Technical Maintenance & Bug Fixes | Included | Included | Included |
| Protection | Malware-Focused Server Scanning & Remediation | Included | Included | Included |
| Protection | Malicious Traffic Firewall Protection Layers | Included | Included | Included |
| Protection | Secure HTTPS SSL Certificate Management | Included | Included | Included |
| Store & Compliance | WooCommerce Platform Management Support | Included | Included | Included |
| Store & Compliance | GDPR-Focused Technical Site Adjustments | Included | Included | Included |
| Store & Compliance | Plugin Updates, Version Management & Patches | Included | Included | Included |
| Store & Compliance | Payment Gateway Setup & Hookup Support | Included | Included | Included |
| Store & Compliance | WooCommerce Stock Inventory Support Tasks | Included | Included | Included |
| Support | Rapid Support Ticket Priority Handling | Included | Included | Included |
| Support | Direct WordPress Expert Engineer Assistance | Included | Included | Included |
| Support | Clear, Friendly Human Communications | Included | Included | Included |
| Support | PREMIUM Comprehensive Care Support Services | Included | Included | Included |
| Creative Studio | Unlimited Graphic Design Support Assets | Excluded | Included | Included |
| Creative Studio | Unlimited Branded Email Layout Designs | Excluded | Included | Included |
| AI Ready | AI Conversion Bot (Lead Generation Module) | Excluded | Excluded | Included |
| AI Ready | AI Sales Bot (Customer Journeys & FAQ Control) | Excluded | Excluded | Included |
| AI Ready | AI Workflow Bot (Business Automations) | Excluded | Excluded | Included |
| AI Ready | SKUNKHOST Proprietary AI Plugin Installation | Excluded | Excluded | Included |
3. TECHNICAL DEFINITIONS OF IN-SCOPE WORK DETAILS
3.1 Website Maintenance and Unlimited Fixes
Our technical teams provide comprehensive support to keep your WordPress site stable and functional. In-scope maintenance tasks include:
- Troubleshooting and fixing code errors, broken layout elements, PHP warning notices, and JavaScript conflicts.
- Fixing layout and alignment issues caused by core theme updates or plugin changes.
- Repairing broken links, fixing form submission errors, and troubleshooting media upload issues.
- Optimizing WordPress database tables, removing post revisions, and cleaning up log storage to maintain speed.
3.2 Core Security Layer Management and Malicious Traffic Remediation
We provide active security management to protect your site from digital threats. In-scope security tasks include:
- Deploying and updating web application firewalls to block brute-force login attempts, SQL injection risks, and malicious bots.
- Running automated malware scans across core files and themes to identify and isolate suspicious code scripts.
- Cleaning and restoring site files from secure backups if a verified security incident occurs.
- Managing secure edge network configurations, updating SSL certificates, and forcing secure HTTPS connections across all pages.
3.3 E-Commerce Store Configurations and Plugin Administration
We help manage and support e-commerce configurations powered by WooCommerce. In-scope store administration tasks include:
- Installing, testing, and updating core plugin files and official extension files within a staging environment.
- Connecting payment gateway options like Stripe, verifying webhook links, and troubleshooting payment errors.
- Helping format product variations, configuring shipping calculation matrices, and troubleshooting inventory tracking issues.
- Setting up GDPR cookie notification banners, setting up privacy preference managers, and verifying anonymization keys for site analytics.
3.4 Creative Studio Graphic Outputs and Email Layouts
For clients on the Studio™ and Quantum™ plans, our design team acts as your creative production assistant. In-scope design deliverables include:
- Creating web graphics, promotional marketing banners, call-to-action buttons, and social media imagery.
- Designing layout structures for transactional emails, customer newsletters, and automated notifications.
- Modifying image dimensions, adjusting color palettes, and optimizing asset sizes for fast loading.
3.5 AI Ready Toolsets and Bot Tuning Formations
For clients on the Quantum™ tier, we manage the setup and installation of our specialized AI toolsets. In-scope AI tasks include:
- Installing and activating the proprietary SKUNKHOST AI Plugin on your registered site installation.
- Configuring and embedding AI conversion tools designed to help capture and qualify leads from inbound traffic.
- Setting up AI sales assistants to help guide users through product selections and provide automated answers to common customer questions.
- Creating webhook connections for AI workflow tools to automate data transfers between your site and back-office apps.
4. WORK EXPLICITLY NOT UNDERTAKEN (OUT-OF-SCOPE BOUNDARIES)
To maintain service quality and keep project queues organized, we maintain strict limits on our services. The following areas are explicitly excluded from our scope of work across all plan tiers:
4.1 Custom Application Development and Core Architecture Coding
- Custom Software Coding: We do not provide custom software engineering services, such as coding custom plugins from scratch or building custom theme frameworks. Our teams configure, patch, and optimize existing solutions.
- External API Integration: We do not build custom REST API integrations or custom endpoint software from scratch. We connect existing plugins and configure pre-built webhook connections.
- Database Reconstruction: We do not reverse-engineer database structures or perform deep data migrations from non-WordPress hosting setups.
4.2 Non-WooCommerce E-Commerce Frameworks
- Third-Party Platforms: Our store care workflows focus exclusively on native WordPress installations powered by WooCommerce. We do not support or manage e-commerce frameworks hosted on separate proprietary platforms, including Shopify, Magento, BigCommerce, Wix, or custom headless JavaScript setups.
4.3 Content Creation and Strategy Work
- Copywriting Services: We do not write marketing copy, blog posts, sales descriptions, or legal documentation. All text content must be provided by the Client.
- SEO Management: We configure technical optimization tools like Yoast or RankMath, but we do not provide keyword research, competitive strategy planning, backlink building, or content auditing.
4.4 Brand Marketing Campaigns and Ad Spend Administration
- Ad Account Management: We do not manage paid advertising budgets or build ad campaigns across networks like Google Ads, Meta Business Manager, or LinkedIn Ads.
- Analytics Strategy: We install tracking pixel codes and code snippets, but we do not provide marketing data analysis or campaign optimization services.
4.5 Corporate Legal and Compliance Consultation
- Legal Counsel: While we install GDPR compliance tools, cookie alerts, and secure firewall settings, we do not provide formal legal advice, compliance certifications, or privacy policy auditing. The Client is responsible for verifying that their site operations comply with all relevant local and international regulations.
5. TECHNICAL SERVICE ASSUMPTIONS AND CLIENT COOPERATION RULES
5.1 Required Administrative Access
To perform our maintenance duties and technical tasks, the Client must maintain valid global administrator access for our engineering team within their WordPress installation. We also require secure FTP, SSH, and hosting control panel access to perform deep server optimizations and restore site data when necessary.
5.2 Third-Party Software Dependencies
WordPress relies on an open ecosystem of third-party software components. The Company cannot be held responsible for security flaws, code deprecations, or functionality failures caused by third-party plugin creators who abandon software updates or introduce breaking bugs to their tools.
5.3 Communication Standards
We aim to maintain clear, direct, and constructive communication channels across all support interactions. To keep queues moving efficiently, the Client agrees to provide clear technical details and asset files when submitting requests, allowing our teams to quickly triage and process your tasks.
4.2 Comprehensive Complexity and Turnaround Table
The following matrix defines our delivery goals for tasks processed during core business hours:
| Complexity Rating | Definition and Technical Criteria | Target Delivery Timeline | Tier Availability |
|---|---|---|---|
| Routine / Low Complexity | Simple adjustments that do not require extensive code testing. Examples: text edits, image swaps, menu tweaks, plugin license syncs, or basic uptime checks. | Same Day (Within Core Business Hours) |
Prime™, Studio™, Quantum™ |
| Standard / Medium Complexity | Multi-step configurations requiring staging environment verification. Examples: configuring payment gateway options, new landing page design, responsive email layouts, or custom contact forms. | Next Day to 3 Days | Prime™, Studio™, Quantum™ |
| Advanced / High Complexity | Detailed system integrations, data matching routines, or multi-step workflow configurations. Examples: bulk inventory file parsing, automated bot prompt training, custom webhooks, or fixing theme database conflicts. | 3 Days to 7 Days | Studio™, Quantum™ |
5. INFRASTRUCTURE PERFORMANCE METRICS AND AVAILABILITY ASSURANCES
5.1 Cloud Platform Availability Assurance
We aim to maintain a 99.9% network availability and runtime uptime metric for our core cloud infrastructure across all three plan levels (Core™, Pro™, and WarpDrive™ hosting architectures). Uptime metrics are calculated over each monthly billing cycle, excluding planned system maintenance windows.
5.2 Server Resource Tracking Profiles
Our internal systems continuously monitor key server performance metrics, including CPU load, memory utilization, disk I/O performance, and network port availability. If resource consumption spikes on an account due to traffic surges or intensive background processing, our optimization systems will adjust resource allocations to keep the site fast and stable, ensuring other sites on the node are unaffected.
5.3 Technical Data Backup and Retention Routines
To protect your data, we run automated daily backup routines for all managed WordPress sites. Backups include all database rows, core media files, plugin configurations, and theme settings. Backup archives are stored securely on separate infrastructure and retained for a rolling thirty (30) day window, allowing us to quickly restore site data if a critical failure or user error occurs.
6. ESCALATION PROTOCOLS AND INCIDENT MANAGEMENT PATHWAYS
6.1 Standard Triage and Ticket Entry
All requests must be submitted directly through our official ticketing system to ensure tracking and visibility. When a ticket is submitted, the system logs its timestamp, notes the active care plan tier, and assigns it a unique tracking reference number.
6.2 Escalation Pathways for High-Priority Incidents
If a hosted website experiences a critical incident, the issue bypasses standard support queues and is routed directly to our senior engineering team. The escalation pathway follows these steps:
1. Level 1: System Monitoring / Triage Acknowledgment — Initial tracking assignment and validation.
2. Level 2: Senior Engineer Assignment & Staging Analysis — Deep diagnostic reviews inside isolated files.
3. Level 3: Infrastructure Hot-Fix Implementation & Validation — Execution of target patches and operational wrap-up.
Our engineers will remain focused on the issue until network connection is restored, database integrity is confirmed, and the site returns to active operation.
6.3 Resolution Confirmations and Closing Protocol
A support ticket is only marked as resolved when our engineering or design team applies the necessary fix, verifies it in a staging environment, and updates the ticket status. The Client is notified via email and dashboard update. If the Client determines that the issue persists, they can reply to the notification within seven (7) days to automatically reopen the ticket and return it to our engineering queue.
DOCUMENT 3: SCOPE OF WORK (SoW)
1. DELIVERABLE PARAMETERS AND INTENT ANALYSIS
1.1 Structural Mission Scope
This Scope of Work (SoW) provides a detailed definition of the technical support, hosting infrastructure, store management tasks, creative assets, and AI tools managed by SKUNKWORK GROUP LIMITED. Our mission is to deliver comprehensive, hassle-free WordPress care plans that keep your business website secure, fast, and operational. This document clarifies exactly what tasks our teams undertake as part of your plan, and what items fall outside our scope of work.
1.2 Boundary Conditions and Single Installation Rules
All care plan subscriptions are built around a strict single-installation rule. Every purchased plan covers exactly one (1) single business WordPress website installation linked to a single database structure and core domain profile. We do not provide cross-network support, multi-site configuration changes, or global staging environments across multiple web domains using a single plan subscription.
2. DETAILED MASTER SERVICE ASSIGNMENT AND LAYER MATRIX
The following comprehensive matrix defines the availability of specific features, hosting architectures, and toolsets across our care plan tiers. This matrix sets the absolute service boundaries for each package:
| Functional Area | Service Feature and Deliverable Parameters | Prime™ Plan | Studio™ Plan | Quantum™ Plan |
|---|---|---|---|---|
| Foundation | Managed care, monitoring and support for X1 WordPress Website | Included | Included | Included |
| Foundation | 100% Stress-Free Technical System Management | Included | Included | Included |
| Foundation | 100% Managed Ongoing Operational Care | Included | Included | Included |
| Foundation | SKUNKHOST Core™ Cloud Hosting Infrastructure | Included | Excluded | Excluded |
| Foundation | SKUNKHOST Pro™ Cloud Hosting Infrastructure | Excluded | Included | Excluded |
| Foundation | SKUNKHOST WarpDrive™ Cloud Hosting Infrastructure | Excluded | Excluded | Included |
| Protection | 24/7 Continuous Website Security Support | Included | Included | Included |
| Protection | 24/7 Availability & Downtime Monitoring | Included | Included | Included |
| Protection | Unlimited Technical Maintenance & Bug Fixes | Included | Included | Included |
| Protection | Malware-Focused Server Scanning & Remediation | Included | Included | Included |
| Protection | Malicious Traffic Firewall Protection Layers | Included | Included | Included |
| Protection | Secure HTTPS SSL Certificate Management | Included | Included | Included |
| Store & Compliance | WooCommerce Platform Management Support | Included | Included | Included |
| Store & Compliance | GDPR-Focused Technical Site Adjustments | Included | Included | Included |
| Store & Compliance | Plugin Updates, Version Management & Patches | Included | Included | Included |
| Store & Compliance | Payment Gateway Setup & Hookup Support | Included | Included | Included |
| Store & Compliance | WooCommerce Stock Inventory Support Tasks | Included | Included | Included |
| Support | Rapid Support Ticket Priority Handling | Included | Included | Included |
| Support | Direct WordPress Expert Engineer Assistance | Included | Included | Included |
| Support | Clear, Friendly Human Communications | Included | Included | Included |
| Support | PREMIUM Comprehensive Care Support Services | Included | Included | Included |
| Creative Studio | Unlimited Graphic Design Support Assets | Excluded | Included | Included |
| Creative Studio | Unlimited Branded Email Layout Designs | Excluded | Included | Included |
| AI Ready | AI Conversion Bot (Lead Generation Module) | Excluded | Excluded | Included |
| AI Ready | AI Sales Bot (Customer Journeys & FAQ Control) | Excluded | Excluded | Included |
| AI Ready | AI Workflow Bot (Business Automations) | Excluded | Excluded | Included |
| AI Ready | SKUNKHOST Proprietary AI Plugin Installation | Excluded | Excluded | Included |
3. TECHNICAL DEFINITIONS OF IN-SCOPE WORK DETAILS
3.1 Website Maintenance and Unlimited Fixes
Our technical teams provide comprehensive support to keep your WordPress site stable and functional. In-scope maintenance tasks include:
- Troubleshooting and fixing code errors, broken layout elements, PHP warning notices, and JavaScript conflicts.
- Fixing layout and alignment issues caused by core theme updates or plugin changes.
- Repairing broken links, fixing form submission errors, and troubleshooting media upload issues.
- Optimizing WordPress database tables, removing post revisions, and cleaning up log storage to maintain speed.
3.2 Core Security Layer Management and Malicious Traffic Remediation
We provide active security management to protect your site from digital threats. In-scope security tasks include:
- Deploying and updating web application firewalls to block brute-force login attempts, SQL injection risks, and malicious bots.
- Running automated malware scans across core files and themes to identify and isolate suspicious code scripts.
- Cleaning and restoring site files from secure backups if a verified security incident occurs.
- Managing secure edge network configurations, updating SSL certificates, and forcing secure HTTPS connections across all pages.
3.3 E-Commerce Store Configurations and Plugin Administration
We help manage and support e-commerce configurations powered by WooCommerce. In-scope store administration tasks include:
- Installing, testing, and updating core plugin files and official extension files within a staging environment.
- Connecting payment gateway options like Stripe, verifying webhook links, and troubleshooting payment errors.
- Helping format product variations, configuring shipping calculation matrices, and troubleshooting inventory tracking issues.
- Setting up GDPR cookie notification banners, setting up privacy preference managers, and verifying anonymization keys for site analytics.
3.4 Creative Studio Graphic Outputs and Email Layouts
For clients on the Studio™ and Quantum™ plans, our design team acts as your creative production assistant. In-scope design deliverables include:
- Creating web graphics, promotional marketing banners, call-to-action buttons, and social media imagery.
- Designing layout structures for transactional emails, customer newsletters, and automated notifications.
- Modifying image dimensions, adjusting color palettes, and optimizing asset sizes for fast loading.
3.5 AI Ready Toolsets and Bot Tuning Formations
For clients on the Quantum™ tier, we manage the setup and installation of our specialized AI toolsets. In-scope AI tasks include:
- Installing and activating the proprietary SKUNKHOST AI Plugin on your registered site installation.
- Configuring and embedding AI conversion tools designed to help capture and qualify leads from inbound traffic.
- Setting up AI sales assistants to help guide users through product selections and provide automated answers to common customer questions.
- Creating webhook connections for AI workflow tools to automate data transfers between your site and back-office apps.
4. WORK EXPLICITLY NOT UNDERTAKEN (OUT-OF-SCOPE BOUNDARIES)
To maintain service quality and keep project queues organized, we maintain strict limits on our services. The following areas are explicitly excluded from our scope of work across all plan tiers:
4.1 Custom Application Development and Core Architecture Coding
- Custom Software Coding: We do not provide custom software engineering services, such as coding custom plugins from scratch or building custom theme frameworks. Our teams configure, patch, and optimize existing solutions.
- External API Integration: We do not build custom REST API integrations or custom endpoint software from scratch. We connect existing plugins and configure pre-built webhook connections.
- Database Reconstruction: We do not reverse-engineer database structures or perform deep data migrations from non-WordPress hosting setups.
4.2 Non-WooCommerce E-Commerce Frameworks
- Third-Party Platforms: Our store care workflows focus exclusively on native WordPress installations powered by WooCommerce. We do not support or manage e-commerce frameworks hosted on separate proprietary platforms, including Shopify, Magento, BigCommerce, Wix, or custom headless JavaScript setups.
4.3 Content Creation and Strategy Work
- Copywriting Services: We do not write marketing copy, blog posts, sales descriptions, or legal documentation. All text content must be provided by the Client.
- SEO Management: We configure technical optimization tools like Yoast or RankMath, but we do not provide keyword research, competitive strategy planning, backlink building, or content auditing.
4.4 Brand Marketing Campaigns and Ad Spend Administration
- Ad Account Management: We do not manage paid advertising budgets or build ad campaigns across networks like Google Ads, Meta Business Manager, or LinkedIn Ads.
- Analytics Strategy: We install tracking pixel codes and code snippets, but we do not provide marketing data analysis or campaign optimization services.
4.5 Corporate Legal and Compliance Consultation
- Legal Counsel: While we install GDPR compliance tools, cookie alerts, and secure firewall settings, we do not provide formal legal advice, compliance certifications, or privacy policy auditing. The Client is responsible for verifying that their site operations comply with all relevant local and international regulations.
5. TECHNICAL SERVICE ASSUMPTIONS AND CLIENT COOPERATION RULES
5.1 Required Administrative Access
To perform our maintenance duties and technical tasks, the Client must maintain valid global administrator access for our engineering team within their WordPress installation. We also require secure FTP, SSH, and hosting control panel access to perform deep server optimizations and restore site data when necessary.
5.2 Third-Party Software Dependencies
WordPress relies on an open ecosystem of third-party software components. The Company cannot be held responsible for security flaws, code deprecations, or functionality failures caused by third-party plugin creators who abandon software updates or introduce breaking bugs to their tools.
5.3 Communication Standards
We aim to maintain clear, direct, and constructive communication channels across all support interactions. To keep queues moving efficiently, the Client agrees to provide clear technical details and asset files when submitting requests, allowing our teams to quickly triage and process your tasks.
