We have revised our hosting and support policy, as well as our Software as a Subscription (SaaS) terms for 2024.
*** PLEASE REVIEW AND SHARE WITH YOUR END USERS AND STAFF ***
This End User Agreement (the "Agreement") sets forth the terms and conditions governing your use of our platform and related services. By accessing or using our platform, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions of this Agreement.
Monthly Billing: Your monthly billing includes hosting and maintenance, as well as other services such as basic SSL, Direct Admin, or CPanel, in most cases.
Maintenance Plan: A maintenance plan is required for the continuous use of our platform, in accordance with this Agreement.
Hosting Cost: The hosting cost incurred is considered a pass-through expense. We generate revenue solely from our current maintenance rate of $299 per month, which is significantly below the industry standard for similar services.
Tax Savings: As an Oregon-based company, we are able to save our clients on taxes for both servers and related fees.
Third-Party Paid Applications and APIs: As the client, you bear the responsibility for the payment and maintenance of all connectors, APIs, or applications utilized in tandem with our platform and services. Please be aware that our company does not directly finance these third-party services, nor do we offer direct support for specific third-party applications such as PCGS, NGC, PSA, Greysheet, CDNExchange, QuickBooks, among others.
Continuation of Services and Acceptance of Agreement: By receiving and utilizing our paid hosting and support services, you hereby acknowledge and affirm your acceptance of this Agreement. You and all end-users are required to fully understand and agree to comply with all terms and conditions set forth herein. Failure to adhere to any provision of this Agreement, or making requests for services beyond the scope of our agreement, may result in the termination of your access to our platform and services.
The following is a detailed breakdown of the services included in our M2 plan:
What is included:
We will apply security-related patches to your supported version of Adobe Commerce M2. This constitutes a significant portion of the support fee.
We will update our custom Adobe Commerce M2 to the latest version once compatibility testing has been completed and at our discretion.
We will add or remove admin users and assist with password changes for your domain-related accounts that we service.
We will manage the PHP version and service caching (NGINX) on your supported instance.
We will address legitimate bugs or issues with our Adobe Commerce M2-based modules.
We will occasionally add new features, codebase changes, third-party updates, and logic-flow as they become available and at our discretion.
We will monitor your site 24/7 via FreshPing for live or downtime status.
We will monitor your site with an Adobe Commerce Security Scan weekly and take necessary action if alerted with an issue.
We will address most issues directly with our hosting partners regarding server-related problems.
The 3 hours of extra support per month include Q&A only, and also access to our support center, access to our training videos, as well as all the points listed above.
Please Note: These 3 hours do not accumulate or roll over each month.
To share support requests with our team, please use the dedicated admin support widget.
**** DO NOT SEND US TEXTS FOR SUPPORT!!!! *****
What is NOT included:
Custom code changes.
Custom design changes or any deprecated frontend changes due to the Adobe framework.
Modifications to our proprietary Admin in general.
Third-party add-ons requested by the end user that are not a part of our core framework must be supported separately at your expense.
We support only transactional email from our platforms only, we do not provide support for MX records pointed to other third-party email providers.
Repairing or fixing problems resulting from modifications made by someone other than us, such as config settings, pages, blocks, code, etc.
Managing your site in daily operations, including adding images, products, customers, orders, etc., and we do not provide direct support to your clients.
Managing your blog, news, or CMS pages, contact information changes, or client data exports.
Training your new staff members or family members (unless extra hours are contracted).
Providing support for various hardware such as networks, monitors, tablets, trackpads, etc.
Providing assistance if your PC/MAC is compromised or email has been hacked or compromised.
Providing support or solutions for deprecated end-user hardware or software (e.g., Windows 95, 7, etc.).
M2Epro, Avalara Tax, PayPal, Stripe, GreySheet/CDN Exchange, Open AI, PCGS, NGC, PMG, eBay, Amazon, Walmart, ADA Compliance, Site Audits, non-basic SSL's, Domains, Merchant Processing/Credit Card Fees, Tax Liabilities, Chargebacks, or any other related service fees with regard to the site are the sole responsibility of the client.
End User(s) Terms of Use:
Platform Restrictions: Engaging in any activity that, in Digital Studio NW, LLC's discretion, actually or potentially disrupts, interferes with, competes with, or is harmful to the Website or Services we provide, Digital Studio NW, LLC's business, reputation, goodwill, customers and/or customer relations, or the ability of Digital Studio NW, LLC's customers to effectively use the Website or Services, is prohibited. Your failure to cooperate with us in correcting or preventing violations of the Terms by, or that result from the activity of, Your Users (as defined in this agreement) constitutes a violation of the Terms by you, and services will be terminated without prior notice.
Our platform is intended for use strictly according to its designated purpose, and we will only provide support under those circumstances. We do not grant access to our code or servers under any circumstances, nor do we engage with subcontractors who are not our authorized partners. No exceptions will be made.
Requests for customized work must originate from the account owners responsible for billing, rather than your personnel. While it is within your rights to assign tasks to your staff, we kindly request that you inform them of our existing agreement if they need to contact us. This will help us avoid any potential disputes arising from a lack of contractual agreements.
We maintain a strict policy against unprofessional and disrespectful behavior exhibited through email, support desk, or any other communication channel. Such behavior will not be tolerated and may result in the suspension or termination of our services. We kindly remind all parties to maintain a respectful and cooperative approach. We are not your employees, nor are we available to work for free.
Similar to our clients, we operate as a for-profit business that offers valuable services.
We will never sell your data or user information for profit or any similar gains.
Service Billing:
We have partnered with Stripe for our hosting and support billing services. Through Stripe, we are able to implement subscription-based billing and directly charge your credit card for our monthly plans.
Furthermore, our service includes reminders for upcoming monthly charges and notifications when your card is approaching its expiration date. In certain cases, we may need to renew your subscription to comply with Stripe's recurring and subscriptions policy, which may result in a slight adjustment to your billing date.
IMPORTANT: We lease cloud server hosting space directly from our hosting partners and, in return, provide our clients with cost-effective support and hosting plans. It is crucial for us to make timely payments to the hosting companies for your hosting services.
In the event of a client's failure to make the monthly payment, we reserve the right to suspend the service until the account is brought up to date. If the account remains unpaid for 72 hours, the server will be terminated with the parent hosting company, resulting in the decommissioning of your site. This policy aligns with industry standards followed by hosting providers.
While we sincerely hope to avoid such situations, as a small business, we are unable to financially support any client indefinitely, regardless of their service level.
NOTE: If you sell your company, transfer ownership, or change parent company partners, the software agreement with us will be terminated. The new owners must agree to and sign new end-user agreements with us. Our software is non-transferable and may not be sold by any entity other than us. No exceptions.
Account Cancellations:
In the event that you decide to cancel your hosting and support plan with us, including SaaS accounts, we kindly request that you provide us with a 30-day notice. We are obligated to extend the same courtesy to the hosting company and settle any outstanding related fees. The decommissioning of the website and/or support service consists of four parts, and we define the ownership framework and components as follows:
Your Data: You retain full ownership of your data. This includes orders, customers, products, images, descriptions, or any other information entered into the admin framework. Upon final payment, if due upon cancellation, we will provide you with a database dump of your data. We reserve the right to determine the method by which the data is transferred to you. This policy adheres to the standard practice for any website service. This typically just includes client and basic product data only.
Adobe Commerce (M2 Open Source Framework): The Adobe Commerce framework is owned by Adobe.
Third-Party Add-ons: The ownership of third-party add-ons lies with the parent development company. Most of these add-ons require support renewal plans to ensure compatibility with future versions of the Adobe Commerce M2 framework and security patches. In most cases, our partner relationship allows us to obtain these updates at a discounted cost while promoting their brand and providing debugging assistance. These services and modules are not transferable to our clients upon cancellation.
Our Custom DSNW Modules: Our custom DSNW modules are owned by us and cannot be transferred to private servers under any circumstances. The active end user(s) have perpetual usage rights as long as their account remains active with us and is in good standing.
In Closing:
Like any growing business, we have undergone changes in our policies and procedures as we continue to evolve. The knowledge and experience we gain each year provide valuable opportunities for reflection, enabling us to learn from any missteps or mistakes and strive for continuous improvement as we forge ahead.
We genuinely hope that our clients recognize and value our unwavering dedication not only to enhancing our platform year after year but also to making a positive impact on the industry as a whole.
Should you have any questions, please don't hesitate to reach out to us using the support widget in our admin or directly at support@digitalstudionw.com.
Thank you for your ongoing support.
Best regards,
The Digital Studio NW Team
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We have revised our hosting and support policy, as well as our Software as a Subscription (SaaS) terms for 2024.
*** PLEASE REVIEW AND SHARE WITH YOUR END USERS AND STAFF ***
This End User Agreement (the "Agreement") sets forth the terms and conditions governing your use of our platform and related services. By accessing or using our platform, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions of this Agreement.
Monthly Billing: Your monthly billing includes hosting and maintenance, as well as other services such as basic SSL, Direct Admin, or CPanel, in most cases.
Maintenance Plan: A maintenance plan is required for the continuous use of our platform, in accordance with this Agreement.
Hosting Cost: The hosting cost incurred is considered a pass-through expense. We generate revenue solely from our current maintenance rate of $299 per month, which is significantly below the industry standard for similar services.
Tax Savings: As an Oregon-based company, we are able to save our clients on taxes for both servers and related fees.
Third-Party Paid Applications and APIs: As the client, you bear the responsibility for the payment and maintenance of all connectors, APIs, or applications utilized in tandem with our platform and services. Please be aware that our company does not directly finance these third-party services, nor do we offer direct support for specific third-party applications such as PCGS, NGC, PSA, Greysheet, CDNExchange, QuickBooks, among others.
Continuation of Services and Acceptance of Agreement: By receiving and utilizing our paid hosting and support services, you hereby acknowledge and affirm your acceptance of this Agreement. You and all end-users are required to fully understand and agree to comply with all terms and conditions set forth herein. Failure to adhere to any provision of this Agreement, or making requests for services beyond the scope of our agreement, may result in the termination of your access to our platform and services.
The following is a detailed breakdown of the services included in our M2 plan:
What is included:
We will apply security-related patches to your supported version of Adobe Commerce M2. This constitutes a significant portion of the support fee.
We will update our custom Adobe Commerce M2 to the latest version once compatibility testing has been completed and at our discretion.
We will add or remove admin users and assist with password changes for your domain-related accounts that we service.
We will manage the PHP version and service caching (NGINX) on your supported instance.
We will address legitimate bugs or issues with our Adobe Commerce M2-based modules.
We will occasionally add new features, codebase changes, third-party updates, and logic-flow as they become available and at our discretion.
We will monitor your site 24/7 via FreshPing for live or downtime status.
We will monitor your site with an Adobe Commerce Security Scan weekly and take necessary action if alerted with an issue.
We will address most issues directly with our hosting partners regarding server-related problems.
The 3 hours of extra support per month include Q&A only, and also access to our support center, access to our training videos, as well as all the points listed above.
Please Note: These 3 hours do not accumulate or roll over each month.
To share support requests with our team, please use the dedicated admin support widget.
**** DO NOT SEND US TEXTS FOR SUPPORT!!!! *****
What is NOT included:
Custom code changes.
Custom design changes or any deprecated frontend changes due to the Adobe framework.
Modifications to our proprietary Admin in general.
Third-party add-ons requested by the end user that are not a part of our core framework must be supported separately at your expense.
We support only transactional email from our platforms only, we do not provide support for MX records pointed to other third-party email providers.
Repairing or fixing problems resulting from modifications made by someone other than us, such as config settings, pages, blocks, code, etc.
Managing your site in daily operations, including adding images, products, customers, orders, etc., and we do not provide direct support to your clients.
Managing your blog, news, or CMS pages, contact information changes, or client data exports.
Training your new staff members or family members (unless extra hours are contracted).
Providing support for various hardware such as networks, monitors, tablets, trackpads, etc.
Providing assistance if your PC/MAC is compromised or email has been hacked or compromised.
Providing support or solutions for deprecated end-user hardware or software (e.g., Windows 95, 7, etc.).
M2Epro, Avalara Tax, PayPal, Stripe, GreySheet/CDN Exchange, Open AI, PCGS, NGC, PMG, eBay, Amazon, Walmart, ADA Compliance, Site Audits, non-basic SSL's, Domains, Merchant Processing/Credit Card Fees, Tax Liabilities, Chargebacks, or any other related service fees with regard to the site are the sole responsibility of the client.
End User(s) Terms of Use:
Platform Restrictions: Engaging in any activity that, in Digital Studio NW, LLC's discretion, actually or potentially disrupts, interferes with, competes with, or is harmful to the Website or Services we provide, Digital Studio NW, LLC's business, reputation, goodwill, customers and/or customer relations, or the ability of Digital Studio NW, LLC's customers to effectively use the Website or Services, is prohibited. Your failure to cooperate with us in correcting or preventing violations of the Terms by, or that result from the activity of, Your Users (as defined in this agreement) constitutes a violation of the Terms by you, and services will be terminated without prior notice.
Our platform is intended for use strictly according to its designated purpose, and we will only provide support under those circumstances. We do not grant access to our code or servers under any circumstances, nor do we engage with subcontractors who are not our authorized partners. No exceptions will be made.
Requests for customized work must originate from the account owners responsible for billing, rather than your personnel. While it is within your rights to assign tasks to your staff, we kindly request that you inform them of our existing agreement if they need to contact us. This will help us avoid any potential disputes arising from a lack of contractual agreements.
We maintain a strict policy against unprofessional and disrespectful behavior exhibited through email, support desk, or any other communication channel. Such behavior will not be tolerated and may result in the suspension or termination of our services. We kindly remind all parties to maintain a respectful and cooperative approach. We are not your employees, nor are we available to work for free.
Similar to our clients, we operate as a for-profit business that offers valuable services.
We will never sell your data or user information for profit or any similar gains.
Service Billing:
We have partnered with Stripe for our hosting and support billing services. Through Stripe, we are able to implement subscription-based billing and directly charge your credit card for our monthly plans.
Furthermore, our service includes reminders for upcoming monthly charges and notifications when your card is approaching its expiration date. In certain cases, we may need to renew your subscription to comply with Stripe's recurring and subscriptions policy, which may result in a slight adjustment to your billing date.
IMPORTANT: We lease cloud server hosting space directly from our hosting partners and, in return, provide our clients with cost-effective support and hosting plans. It is crucial for us to make timely payments to the hosting companies for your hosting services.
In the event of a client's failure to make the monthly payment, we reserve the right to suspend the service until the account is brought up to date. If the account remains unpaid for 72 hours, the server will be terminated with the parent hosting company, resulting in the decommissioning of your site. This policy aligns with industry standards followed by hosting providers.
While we sincerely hope to avoid such situations, as a small business, we are unable to financially support any client indefinitely, regardless of their service level.
NOTE: If you sell your company, transfer ownership, or change parent company partners, the software agreement with us will be terminated. The new owners must agree to and sign new end-user agreements with us. Our software is non-transferable and may not be sold by any entity other than us. No exceptions.
Account Cancellations:
In the event that you decide to cancel your hosting and support plan with us, including SaaS accounts, we kindly request that you provide us with a 30-day notice. We are obligated to extend the same courtesy to the hosting company and settle any outstanding related fees. The decommissioning of the website and/or support service consists of four parts, and we define the ownership framework and components as follows:
Your Data: You retain full ownership of your data. This includes orders, customers, products, images, descriptions, or any other information entered into the admin framework. Upon final payment, if due upon cancellation, we will provide you with a database dump of your data. We reserve the right to determine the method by which the data is transferred to you. This policy adheres to the standard practice for any website service. This typically just includes client and basic product data only.
Adobe Commerce (M2 Open Source Framework): The Adobe Commerce framework is owned by Adobe.
Third-Party Add-ons: The ownership of third-party add-ons lies with the parent development company. Most of these add-ons require support renewal plans to ensure compatibility with future versions of the Adobe Commerce M2 framework and security patches. In most cases, our partner relationship allows us to obtain these updates at a discounted cost while promoting their brand and providing debugging assistance. These services and modules are not transferable to our clients upon cancellation.
Our Custom DSNW Modules: Our custom DSNW modules are owned by us and cannot be transferred to private servers under any circumstances. The active end user(s) have perpetual usage rights as long as their account remains active with us and is in good standing.
In Closing:
Like any growing business, we have undergone changes in our policies and procedures as we continue to evolve. The knowledge and experience we gain each year provide valuable opportunities for reflection, enabling us to learn from any missteps or mistakes and strive for continuous improvement as we forge ahead.
We genuinely hope that our clients recognize and value our unwavering dedication not only to enhancing our platform year after year but also to making a positive impact on the industry as a whole.
Should you have any questions, please don't hesitate to reach out to us using the support widget in our admin or directly at support@digitalstudionw.com.
Thank you for your ongoing support.
Best regards,
The Digital Studio NW Team
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