Billing Cycle
Every month brings security fixes for the system that runs your website, for the extensions it uses and for the server it sits on. Skip them and you're exposed - and most websites that get attacked were never singled out by anyone, they were simply found by a bot scanning for old versions.
That's what maintenance is: someone applying those fixes, confirming every day that a copy of your site exists, and spotting the problem before your customer does.
Most of what goes wrong with a website isn't in the website. It's underneath it.
Server - where the site lives. Space, versions, certificates, backups. The layer where problems are rarest and most serious.
Application - the system that runs the site and the extensions you've added to it. Where the vast majority of security flaws come from.
Site - what your visitors actually see. Broken links, forms that stopped sending, slow pages.
We handle all three, whatever the platform and wherever the site is hosted.
Changes beyond the time included in your plan: 35 €/h. Included hours don't roll over to the next quarter.
Term and renewal: the service is continuous and renews automatically at the end of each period until you cancel it. You have the right to withdraw within 14 days of signing up, under Portuguese Decree-Law 24/2014. If you ask for the service to start immediately and then withdraw, you pay the proportional amount for the period already elapsed.
Response times: the response times shown for each plan are service targets under a best-efforts obligation and do not give rise to credits or compensation.
Prices are VAT exempt under article 53 of the Portuguese VAT Code.
Before you decide
It's someone looking after your site once it's built. Every month brings security fixes for the system that runs your site, for the extensions it uses and for the server it sits on. Maintenance is applying those fixes, keeping a daily copy of your site for up to 7 days on a best-effort basis, which never replaces your own, and spotting the problem before your customer does. That's why applying the fixes and watching the site always go together: apart, neither protects you.
Websites that get attacked are rarely singled out: most of the time they're found by bots sweeping the internet for old versions. If your site brings in customers - a shop, a contact form, a booking - the day it stops loading costs you money. This is for people running a business who have neither the time nor the patience to keep checking whether a fix has come out. Small doesn't mean nobody comes knocking.
They help, but they aren't enough. Automatic updates install without checking anything: if one breaks the site, nobody notices until a customer rings to say it won't open. We take a copy before every update and, if something goes wrong, we put that copy back and tell you. And hosting looks after the server - it doesn't look after what's inside your site or the extensions you've added to it.
All the common ones. The service works by layer and isn't tied to any technology - most of what we do sits at the server and backup level, which is the same on any site. If you're unsure about your case, ask before you buy.
You can. We work with your site wherever it lives - we just need access, and we need it kept in place for the whole contract. There's a surcharge depending on the plan, billed on that plan's own cycle, because we lose direct server access and more of the work becomes manual. Alternatively we bring the site onto our hosting at no cost in ordinary cases, on a best-effort basis, and the surcharge disappears: you then pay for hosting with us, from €5.55/month, no VAT added (Article 53 of the Portuguese VAT Code).
Security updates and maintenance routines, yes - that's what you're hiring us for, and waiting for approval is exactly what leaves sites exposed. Anything that changes how the site looks or works is agreed with you first. On plans with a staging environment, we test away from the live site before publishing.
If it happens while you're with us, we go in and clean it: quoted separately on Monitoring, once a year included on Professional, with no cap on occurrences on Total Management. If the site is already infected when you sign up, that's a separate recovery job, which we quote first.
Three plans. Monitoring is €24.00/month, on a monthly, quarterly, six-monthly or yearly cycle - the yearly one is €240.00, the equivalent of €20.00/month. Professional and Total Management are annual and prepaid only: €648.00 and €1,428.00 a year, paid in one go. Total Management also includes our Essential Compliance plan for legal documents: an informative, automated check that is not a substitute for legal advice. No VAT is added: we are covered by the VAT exemption under Article 53 of the Portuguese VAT Code, so the price you see is the price you pay.
Redesigning the site, new features, building an online shop, copywriting, photography and translation. Premium theme or extension licences aren't included either, and pirated ones we won't install under any circumstances. We don't fix errors caused by third-party software, by your own customisations or by other people's work on the site. If your site is an online shop, add €18.00/month, no VAT added (Article 53 of the Portuguese VAT Code). The response times shown for each plan are service targets and give rise to no credits. And we don't do SEO: we check for broken links, but the work of getting you found on Google is a separate service.
No. Included hours are per quarter and don't carry forward. That's what keeps the prices where they are, because what you pay for is reserved time, not time spent. Monitoring doesn't come with change hours at all. If you need more than your plan includes, we do it at €35.00/hour, no VAT added (Article 53 of the Portuguese VAT Code), always quoted first.
Yes. The cycle renews automatically, and we email you before each renewal. Cancel in your client area up to the day before: you keep the service until the end of the period you have paid for, and that period is not refunded. On Professional and Total Management the commitment is a full year, paid up front. As a consumer you have 14 calendar days from your order confirmation to change your mind: email support@raiaweb.pt. Asked us to start straight away? You pay only for the days used; if not, a full refund within 14 days.
