What is included and excluded in hosting, maintenance and support for websites managed through the CAQA CMS platform.
These Website Hosting and Support Terms explain how CAQA CMS, part of CAQA Groups and a Career Calling International Pty Ltd (ABN 53 162 651 238) initiative, provides hosting, maintenance and support services for websites managed through the CAQA CMS platform. They describe what a standard hosting and support arrangement includes, what it excludes, and how to request help. They should be read together with our CMS Platform Terms and with the written agreement that applies to your engagement, which prevails if there is any inconsistency.
These terms are for education providers, businesses and government bodies whose websites are hosted or supported through CAQA CMS, and for the administrators and editors who work in those websites day to day. They are also intended to help prospective clients understand, before entering an agreement, what a hosting and support arrangement with us typically covers.
Unless your written agreement says otherwise, a standard CAQA CMS hosting and support arrangement includes: a managed hosting environment for your website; the application of platform updates and security patches; scheduled backups of website content and configuration; monitoring of platform availability; restoration of content from the most recent available backup where content is lost or corrupted; and support during business hours for platform questions, editor assistance and minor configuration requests. The specific inclusions, backup frequencies and any service levels that apply to your organisation are those recorded in your agreement.
Standard hosting and support does not include: writing, migrating or entering content on your behalf; new design or custom development work beyond the agreed scope; third-party licence fees, domain-name registration or renewal fees, or security-certificate costs unless expressly included; marketing, advertising or SEO campaign services; support for software, hosting or email systems that we do not operate; recovery of data lost through client action where no suitable backup exists; and after-hours or emergency support unless it has been agreed in writing. Work that falls outside the agreed scope can be quoted separately before it begins, so you always know the cost in advance.
Support requests can be lodged by email at info@caqa.com.au, by phone on 1800 266 160, or through our contact page. Business hours are Monday to Friday, 9 am to 5 pm (Melbourne time). Requests are prioritised by impact: issues that make a website unavailable or that present a security risk are addressed first, followed by faults that prevent publishing, then routine questions and change requests. Please include enough detail for us to reproduce the issue, such as the page affected, the steps taken and any error messages.
Planned maintenance is scheduled outside peak periods where practicable, and we aim to give advance notice of maintenance that is likely to disrupt access. Urgent security patching may occasionally need to occur at short notice. We take reasonable steps to keep hosted websites available, but no online service can be guaranteed to be uninterrupted or error-free, and any availability commitments that apply to your organisation are only those set out in your written agreement.
Clients are responsible for keeping their contact details current so that we can reach the right people about maintenance and incidents; nominating and managing their own administrators; keeping account credentials secure; reporting faults promptly; reviewing their websites after significant content changes; and holding their own licences for fonts, images, plugins and other third-party materials used on their sites.
Enquiries and support requests submitted through this website collect your name, organisation, contact details and message so that we can respond. This information is handled in accordance with our Privacy Policy. Information held inside hosted client environments is addressed in our Data and Security Notice.
No payments are taken through this website. Hosting and support fees are invoiced under your written agreement, which records billing frequency, renewal, suspension and cancellation arrangements and any refund position that applies to those paid services. Because no payments are processed through this website, no separate website refund policy applies.
These terms are general service information. They are not legal, compliance or professional advice, and they do not replace the terms of your written agreement. If you are unsure what your arrangement includes, contact us and we will confirm your inclusions before any chargeable work begins.
If you have questions about this page, contact us by email at info@caqa.com.au, by phone on 1800 266 160, or through our contact page. We aim to respond to enquiries within a reasonable time during business hours, Monday to Friday, 9 am to 5 pm (Melbourne time).
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