Maintenance and refunds
This is the default scope of Intoku’s basic maintenance service. A broader or different service may be agreed in the customer’s written quote.
What does monthly maintenance include?
- Technical website maintenance, security updates and monitoring of the production environment.
- Backups according to the features available from the service providers in use.
- Reasonable minor content changes, up to 30 minutes in total per month.
- Updates to contact details, opening hours and short texts using ready-to-use materials supplied by the customer.
- Investigation of disruptions and notification to the customer when a disruption materially affects the website.
What is not included?
- New website sections, an online shop, booking functionality or other new features.
- Extensive copywriting, photography, translations or graphic design.
- Ownership of the customer’s domain name, email or external systems.
- Paid third-party licences or management of the customer’s own accounts.
A separate estimate or quote is provided for this work before it is carried out.
Response times
Our target is to respond to normal maintenance requests within two business days. A critical disruption that prevents use of the website is taken up as soon as possible on business days. This target is not a guaranteed repair time if the cause lies with an external service.
Cancellation
Ongoing monthly maintenance can be cancelled at any time by email. The subscription ends at the end of the current paid billing period, unless a fixed term has been agreed in the quote. A managed handover of the website is agreed separately before the service ends.
Refunds and service issues
- Incorrect or duplicate charges are refunded in full.
- If Intoku Oy cannot deliver paid implementation work, the undelivered portion is refunded.
- Customer-specific implementation work that has been carried out and approved is not normally refunded.
- The maintenance fee is refunded for the period during which the service was materially not delivered for a reason attributable to Intoku Oy.
- Refund requests are assessed individually. The customer receives the decision and its reasons in writing.
Failed payments
The customer is notified of a failed payment. The service is not immediately suspended because of a single failed payment; the customer is given a reasonable time to update their payment method. Material interruptions are announced in advance.
Contact
Send maintenance and refund requests to emil@intoku.fi. Include the company name, website address and as much detail about the request as possible.