Maintenance Terms
Version 2026-11-02 · In effect from Nov 4, 2026
These terms cover one website on one Span.Build plan. A client accepts them at checkout, or on first sign-in to span.build for clients who joined before the portal. The Service Level Agreement below is part of these terms.
1. Plans
Every plan is priced per site, per year.
| Plan | Maintenance cycles a year | Annual payment | Quarterly payment |
|---|---|---|---|
| Quarterly | 4 | $4,500 | $1,125 |
| Biannual | 2 | $3,500 | $875 |
| Yearly | 1 | $2,500 | $625 |
Each maintenance cycle includes:
- Craft CMS and plugin updates within the site’s current major version
- Testing on a local copy and on staging before anything reaches the live site
- A database backup immediately before the production deploy, which a Span developer starts by hand
- Checks of the site’s connected services, such as Google Analytics, reCAPTCHA, Mailchimp, Yardi and forms
- A written report, emailed to your contacts and kept in the portal
Every plan also includes, all year:
- Craft and plugin license renewals, paid by Span
- Nightly Ubuntu security updates on the site’s server
- Monthly server updates, PHP patches and restarts
- Uptime, SSL certificate and broken-link monitoring
- Weekly database backups in your hosting account, kept 120 days
- Monthly copies of the database and asset library in Span’s backup account, kept 90 days
- Restoring the site from backup if it is compromised or goes down
- Urgent security patches between cycles, and email alerts about them
2. Not included
The following work is billed as a site improvement at $250 per hour. Span sends an estimate, and work starts only after you approve it.
- New features, design changes and content entry
- Major version upgrades, such as Craft 5 to Craft 6 (proposed)
- Moving the site to a new server when its Ubuntu release reaches end of support (proposed)
- Fixing problems caused by code, plugin or server changes made outside Span
Hosting fees and fees for third-party services (Mailchimp, Yardi, Google and others) are paid by the client (proposed: confirm hosting).
3. Term and renewal
A plan runs for 12 months from its start date and renews automatically each year. If Span changes a plan’s price or these terms, it emails your contacts at least 30 days before your renewal, and the change takes effect at renewal (proposed).
4. Payment
Plans are paid annually or quarterly, by card or ACH bank debit through Stripe, charged automatically at the start of each period.
If a payment fails, Stripe retries it and the portal shows a banner with a link to update your payment method. At 60 days past due, scheduled maintenance pauses. Monitoring, nightly security updates and emergency alerts continue. Once the balance is paid, the missed cycle is rescheduled (proposed). At 90 days past due, Span may end the plan (proposed).
5. Changing or cancelling a plan
Plan changes take effect at renewal. Email maintenance@span.build to change plans.
You can cancel anytime from Manage billing in the portal. Cancelling stops the next payment, and service continues to the end of the period already paid. Payments already made are not refunded.
6. When a plan ends
Span’s oversight of the site ends with the paid period: server patching, monitoring, backups in Span’s account and license renewals all stop. Span does not patch, monitor or back up sites that are not on a plan.
Within 30 days of the plan ending, at your request, Span will (proposed):
- Send a final database backup and an export of the asset library
- Transfer the site’s Craft and plugin licenses to your Craft account
- Hand over the server, or remove Span’s access from it and your hosting account, as you direct
Span keeps an archived copy of the final backup for one year, and deletes it sooner on request (proposed).
7. Scheduling and notices
Span schedules each cycle by the plan’s cadence and emails a notice 7 days before the window. If the date moves, a rescheduled notice follows.
Server work runs on a standing schedule without separate notice: security updates overnight, around midnight to 1 am Central, and monthly updates and restarts on Friday mornings between 8 and 9 am Central. A restart can take the site offline for a minute or two.
Every email comes from maintenance@span.build, and replies reach the Span team. You can choose which notices and reports each contact receives; emergency alerts always go to every contact.
8. Your responsibilities
- Keep at least one Owner contact current in the portal
- Tell Span before anyone else changes the site’s code, plugins, server or DNS
- Keep your hosting account and third-party service accounts active and paid
- Give Span access to the services the site connects to, so they can be checked each cycle
- Review the accuracy of site content, which stays your responsibility
9. How Span hosts and works on the site
Each site runs on its own server, managed by Span through Laravel Forge, and never shares a server with another client. Its code lives in a GitHub repository. To join a plan, a site must run Craft 5 on a supported Ubuntu release (22.04, 24.04 or 26.04); a site that doesn’t is brought up to that standard first, as a site improvement (proposed).
Every change reaches staging before the live site. A Span admin reviews every report before it is sent.
10. Your data
Maintaining a site means working with copies of its database, which can include personal information the site collects, such as form entries and user accounts. This section says where those copies go, who can reach them, how they’re protected and how long they last.
Where copies are kept
| Copy | Where it is kept | Who can reach it | How long it lasts |
|---|---|---|---|
| Weekly database backups | Your hosting account | Span’s admins | 120 days |
| Monthly database and asset library copies | Span’s backup account at Amazon Web Services, US East | Span’s admins | 90 days. They can’t be changed or deleted early, by anyone, Span included |
| A database backup before each deploy and server update | The site’s own server | Span’s admins and the site’s developers | Kept with the server’s other backups |
| Working copies during a maintenance cycle, including the copy each update is tested against | The computer of the developer doing the work | That developer | Deleted when the cycle closes (proposed); the copy taken just before an update is deleted once the update passes its tests |
How they’re protected
- Copies are encrypted whenever they move, over HTTPS or SSH, and are stored encrypted in Span’s AWS accounts. Developers’ computers use full-disk encryption (proposed).
- Only named people reach Span’s accounts, each signing in as themselves with multi-factor authentication. Developers, including contractors, are vetted by Span’s admins, work only on the clients assigned to them, and sign a confidentiality agreement with Span (proposed).
- Passwords and keys are kept in 1Password, never in documents, email or code.
- Copies are not anonymized. If your site collects especially sensitive information, such as health, financial or children’s data, tell Span: those sites can have that information removed from copies before they leave production (proposed).
Who else handles it. Span uses a small number of service providers to do this work, and each handles your data only to provide its service to Span: Amazon Web Services (backup storage), GitHub (code hosting; its automated checks never receive your data), Laravel Forge and your hosting provider (servers), and 1Password (passwords and keys). Oh Dear checks only your public pages. Notion, where Span plans the work, holds no copies of your site’s data.
What Span does and doesn’t do with it. Span uses your data only to maintain your site. It never sells it, never shares it beyond the providers above, and never uses it for anything else. All site materials are treated as confidential and are not used by Span without your written approval.
If something goes wrong. If Span learns that a copy of your data was reached by someone who shouldn’t have it, Span tells your contacts within 72 hours of confirming it: what was affected, what Span has done and what you may need to do (proposed).
When you leave. When a plan ends, copies in Span’s accounts expire on the schedules above. Span deletes them sooner on request, except the locked monthly copies, which expire within 90 days because no one can delete them early.
11. Ownership
The site’s code, content and design belong to you once all invoices are paid. Span’s maintenance tools stay Span’s; they run only on developers’ computers and are never installed on your server.
12. Limits of responsibility (proposed)
Span is not responsible for outages or failures of your hosting provider or third-party services, or for problems caused by changes made by others. Span’s total liability for a site is limited to the fees paid for that site’s plan in the previous 12 months.
13. Changes to these terms
Span may update these terms and dates each version. Your contacts are emailed at least 30 days before a new version applies, and it takes effect at your next renewal (proposed).