Due to the increasing number of security vulnerabilities being discovered in outdated website software, and subsequently exploited by attackers, regular security & software updates are now an essential part of maintaining a secure website. 

As part of our hosting service, from July 1, 2026, websites hosted with Artful will be enrolled in a quarterly security update program unless alternative maintenance arrangements have been agreed in writing.

There will be 3 options available:

1. Priority Quarterly updates – set price of $240 charged annually in addition to hosting -find out more here.
2. Standard Quarterly updates – charged at our hourly rate for all time taken (minimum 30min charge will apply per quarter) - find out more here.
3. External updates – opting out of Artful performing quarterly updates (additional fees apply) - find out more here.

All hosted websites must have an active update strategy. Clients may choose Artful's Priority Plan, Standard Plan, or nominate a third-party provider responsible for updates.

(Please note: As part of the selected maintenance arrangement, quarterly updates will be performed without separate approval prior to each update cycle, commencing in the month your hosting renewal falls due.)

Core security and backup components required by Artful are updated at no additional charge as part of your hosting service but there are likely to be non-core components, specific to your site, that may also require updates.

Artful takes great care in carrying out any software updates, backing up all files and data immediately prior. In the event of any issues we can revert to the backup and consult our client further.  On occasion updating components can cause unforeseen conflicts within the website.  We carry out updates when your site is least likely to be visited by users, in the late evening or overnight during off-peak hours to minimise disruption to website visitors.

While uncommon, security & software updates can occasionally expose existing incompatibilities between third-party extensions. Where additional troubleshooting is required, time spent beyond the included maintenance allowance will be charged at our standard hourly rate. To maintain scheduling commitments to all clients, troubleshooting arising from a single update cycle will generally be limited to two hours. Where additional time is required, the website will be restored from backup and further work discussed with the client.

For the most part our updates take no longer than 30 mins, but as all of our websites are unique, using different components, while uncommon, the complexity of modern websites means that unforeseen compatibility issues can occasionally arise.

There can also be annual subscription costs due at the time which will be also charged when these updates are invoiced. If these are over $100 AUD you will be notified in advance.

Why does Artful need to carry out Quarterly Security & Software Updates on your website?

• Performance - Updates often include code optimisations that make your site load faster. An outdated, slow website frustrates users, leading them to abandon your site and lowering your conversions.
• Security - Software updates are essential in the maintenance of your website. Over 50% of hacked websites are running outdated software. Updates do not eliminate but drastically reduce opportunities for hackers.
• Longevity – keeping your website up to date should enable faster major CMS updates, saving you money and ensuring a current, functional and most importantly secure, website.

Priority Quarterly Update Plan - $240/year

What’s included

• Regular quarterly ‘dot version^[1]’ updates on current up to date website as a priority over Standard option.
• Set fee covers includes up to an additional 30 minutes of troubleshooting time per quarter if required.
• Priority updates in event of any known vulnerabilities presenting themselves, up to 30 mins additional charges may apply.

Note: your site must be on current version of your CMS for current up to date CMS versions only.

Standard Quarterly Update plan – charged at hourly rate

What’s included

• Regular quarterly ‘dot-version¹’ updates on website
• Vulnerabilities dealt with when possible after Maintenance plan websites have been updates (again at hourly rate)

External updates

What’s included

This includes client who have chosen for an external, third party, developer/staff member to maintain their website.

In the event of any vulnerabilities or hacks on this site, due to outdated components, emergency response work will be charged at our standard hourly rate plus any applicable after-hours or priority response fees.

What you don’t get

What is NOT included in Artful Quarterly Security & Software Updates.

• Hosting Services
• Domain registration/ renewal
• Independent contractor charges (including custom programming)
• Major CMS version upgrades (for example Joomla 4 to Joomla 5, or Joomla 5 to Joomla 6) are specifically excluded and will be quoted separately.
• Purchase/renewal of third party extensions/subscriptions
• If something unforeseen happens and further work is required we will spend up to 2 additional hours on your site to repair/restore your website to working order – this time will be invoiced separately and in addition to the Priority Maintenance set price.

Client Acknowledgements

Client understands, acknowledges and agrees that:

• This agreement is valid for twelve months and will be reviewed annually with your hosting invoice.
• Invoices to be issued annually, for Priority Plan holders, and quarterly for Regular update plans (after updates are completed), terms are 7 days.
• In the event of unpaid Artful invoices, Client will forfeit the current quarter's update and fall into the 'External updates' category until such time as invoice payments are up to date.
• Client understands that all work for quarterly maintenance tasks will be scheduled according to Artful’s workflow and dependent on update plan selected from above.
• Failure by Client to give a timely answer to a question critical to the completion of a task may cause that task to move to the “end of the line” in our work queue. This may cause that task to roll over into the next quarter’s time allowance for updates.
• All Quarterly Security & Software Updates are scheduled at our convenience and in accordance with our schedule. We have a process and a workflow that we use to maintain all of our clients’ websites in a fair and orderly fashion. The only exception being in the case of Client’s website being totally offline or down for some reason, in which case their issue would be considered an ‘emergency’ and would take priority. Additional fees may apply.
• Quarterly Security & Software Updates do not include general content updates, database design, database changes, programming, and search engine optimization.
• Quarterly Security & Software Updates do not include website redesign, re-alignment or re-development equalling more than 30% change to web page, web graphics on the website.
• CMS design, integration of plugins that require intensive configuration, or programming of elements that require extensive time to set up, including but not limited to blogs, shopping carts, API integrations with third party services, and web forums are not considered “minor” changes and therefore are not included in the Maintenance Agreement. These require a separate design or development agreement.
• If the Client’s website or other online services are not hosted with Artful we have no control over the Client’s hosting company in regard to server downtime, incompatibilities with software, etc. and updates will not apply.
• Artful is not responsible for changes/ updates made to Client’s web site(s) by other parties, including the Client themselves – if there is any fallout due to third party involvement any emergency response work will be charged at our standard hourly rate plus any applicable after-hours or priority response fees.
• Artful is not responsible for third-party software or plugins that may become unusable as a result of conflicts due to Maintenance Services performed. We have no control over what third party sites and developers do and take no responsibility for loss of information or damage that may arise.
• Client understands that their website comprises and uses many software components developed by third party developers. Including Apache server software, Joomla CMS, PHP, SQL database language and all installed site plugins, themes and extensions. Conflicts between third party software and extensions may occur especially when updating website components. Client understands that Artful cannot control all potential conflicts from third party developers. Client acknowledges that Artful will be limited to providing included plan time towards fixing any such issues and further time if required will be chargeable.
• These plans do not explicitly cover the repair of a Client’s website(s) that is compromised, hacked, or otherwise defaced or infected prior to accepting a plan. Emergency response work will be charged at our standard hourly rate plus any applicable after-hours or priority response fees.

The fine print

The Hosting Services provided by Artful are subject to the bandwidth, memory and disk space, and CPU time/usage limitations set out for your relevant package on the Artful website, https://artful.com.au/web/hosting.html.

Limitation of liability. To the extent not prohibited by applicable law, in no event will Artful be liable for personal injury, or any incidental, special, indirect or consequential damages whatsoever, including damages for loss of profits, corruption or loss of data, failure to transmit or receive any data, business interruption or any other commercial damages or losses, arising out of or related to Client’s use of, or inability to use, the Hosting Services or otherwise related in any way to this Agreement, however caused, regardless of the theory of liability (contract, tort or otherwise) and even if Artful has been advised of the possibility of such damages. To the extent not prohibited by applicable law, in no event will Artful's total liability to Client for all damages exceed the amount of the Initial Term Fee set out in the Hosting Services Certificate.

Force Majeure. Failure by either party to perform its obligations under this Agreement (other than payment obligations), which arises from a cause(s) beyond its reasonable control, including labour disturbance, virus, Trojan horse, cancel bot, or other harmful code or component, communication outage, Internet outage, interruption of service, denial of service attack, breach of contract by a third party provider of goods or services (including software) to Artful, fire, threatened or actual act of terrorism, war, natural disaster or act of nature (Force Majeure), shall not be deemed a breach of this Agreement. In such event, this Agreement shall continue in full force and effect, provided that if the Force Majeure continues for longer than six (6) months duration, either party may terminate this Agreement on written notice.

Scheduling of Maintenance Tasks.  Because of the nature of our business, we are juggling multiple maintenance clients, on top of several large web design projects, at any given time. Because time is at a premium, we do not take on more clients than we can handle, however, scheduling is a priority for us. We schedule all work for the month in advance to maintain a workflow that is conducive for our business and for all of our clients. When we take on a maintenance client they are given a set amount of time in our schedule for maintenance tasks that can be done each month that are counted towards their monthly time allotment. Please understand that the scheduling of these tasks is totally at the discretion of Artful. The only time we put one client’s tasks for another client’s place in line is in the case of an emergency. Unless a website problem interrupts your business monetarily, for instance an eCommerce site that goes down or has problems with checkouts, or it is totally down or offline, it is not considered an emergency. We will provide the amount of time you have contracted for each month towards updates, however we do it in accordance with our schedule. This is the only way we can be fair to all of our clients.

Read and Understood. By paying your priority update and/or hosting invoice, Client acknowledges that they have read and understand this Agreement and agree to be bound by its terms and conditions.

^[1] Dot versions are any version after a major core CMS version (Joomla or WordPress).  Eg. Updating J4.0 to 4.1.13 is a dot version update.  Updating J3.10.14 to J4 would be a major version upgrade, however keeping your site up to date should reduce the time required for any future major upgrades.