What is included, what is not, and how we work.

dotbm manages the hosting environment, the deployment process, SSL certificates, core configuration and the service credentials.

We check availability and selected critical functions. These checks find many failures. They do not find every defect or third-party outage immediately.

We back up every night, encrypted, to separate storage in Helsinki, with a second copy in Canada. We keep 14 daily, 8 weekly and 12 monthly copies, and they are deleted within 13 months of the service ending.

We install operating-system, application and dependency updates. These updates lower the risk. They cannot make a service fully safe from attack.

We administer DNS and send renewal reminders. Your domains stay registered in your legal name. You pay registration and premium-domain charges separately.

We check the contact forms, the payment notices and the transactional email.

A small change is an edit to content or to a setting. It does not need a redesign, a new component, a new data structure or custom code.

The team that operates your service gives you support, Monday to Friday, 9am to 7pm Bermuda time, excluding Bermuda public holidays.

Websites and payment pages include a 12-month monthly-service commitment. The commitment starts at launch, unless the written scope gives a different term. After that, monthly billing continues until you cancel it with 30 days notice. Automation and custom apps have a minimum term set for each project in the written scope. Launch is also offered with no 12-month term: $1,495 setup, then $69 a month, which you can cancel with 30 days notice any time after launch. Ownership and handover work as on every package.

For a build, you pay 50% at the start, 25% when you approve the design or prototype, and 25% before launch. Large projects use milestone billing. Basic setup is paid once, on completion. The Workflow Review is paid upfront.

We bill monthly fees in advance on the 1st of each month. The first month is prorated from launch.

Invoices are due within 14 days. We charge no late-payment interest. If a payment is still unpaid 30 days after its due date, we may pause the service it relates to. We tell you in writing at least seven days before, with the amount owed and the date the pause starts. We never pause a service over an amount you have disputed in good faith, as long as you have paid the rest, and the service resumes once the overdue amount is paid.

Launch, Business, Commerce and Pay Online include two rounds of revisions. A custom app has the rounds set in its scope. A round is one combined list of feedback, and fixing our own mistakes never counts as one.

Each month includes small changes: 15 minutes on Launch, 30 on Business, 60 on Commerce, and 15 minutes of minor changes on Pay Online, subject to scope. A custom app has its allowance in its agreement. We quote larger changes.

We quote work that is not in the written scope before we start it, or charge $185 an hour in 15-minute units with no minimum, from an estimate you approve before the work starts. Emergency and after-hours work is $225 an hour, subject to availability and approved by you before it starts.

Your own content, data and materials are always yours. The work we make for you becomes yours once that work is paid for. dotbm keeps its reusable frameworks and generic components, and you get a permanent licence to use them as part of your project. We never hold back your data, your materials, domain access or the handover because an invoice is unpaid.

You pay banks, card processors, domain registries and licence holders directly wherever practical. The Authorize.Net gateway on Basic setup and Pay Online is the exception: as an Authorize.Net Reseller Partner, we bill it at Authorize.Net's published rates. Anything we buy for you, we ask you about first and pass on at cost, with no markup. Nothing already in your package is charged twice.

Each stage payment pays for the work in that stage. If we have not started a stage, we refund its payment in full. Once a stage has started, its payment covers the work done in it and is not refunded. We never keep a payment for work we did not deliver.

You can cancel a project in writing at any time. You pay for the stages we have completed, we invoice nothing further, and we refund any payment for a stage we have not started. We hand over everything built so far, as it stands. A project cancelled before launch never starts the 12-month service commitment.

If we cannot deliver the written scope, we tell you in writing and refund every payment for work not delivered. You keep the work completed to that point.

Our dates assume your content, approvals and access arrive on the dates we agreed. If we wait 60 days for any of them, we tell you in writing. If it is still stalled 14 days after that, we may close the project as a cancellation by you.

A delay on your side moves our dates by the same number of days. If we are going to miss a date, we tell you before it passes and give a new one. If the new date does not suit you, you can end the project: you pay for completed stages and the work actually done in the current stage, up to that stage's price, and we refund anything you paid for work not done. A missed date on its own is not a reason to withhold payment for work already delivered.

If we disagree on whether a date was met, a stage was delivered or a change was agreed, the order summary, accepted change requests, acceptance records and dated written messages are the evidence of what was agreed and what happened. These terms are governed by Bermuda law, and the courts of Bermuda decide any dispute.