Managed hosting & support
Ongoing care for your website and the infrastructure behind it.
Your hosting is provided by Nordic Creative Limited. StrategyFive and ncserver are trading names of the same company. The closure of StrategyFive does not end your hosting or transfer your agreement to a different business.
Where your written agreement says something different, your agreement applies.
What your hosting includes
We manage the VPS hosting platform and the routine technical care of your website, so you have one place to turn for hosting support.
- Managed infrastructure. Looking after the server, web services, databases and supporting software. Website HTTPS certificates and DNS are managed where they form part of your service.
- Website maintenance. Routine WordPress core, plugin and supported theme updates, with compatibility checks and a recovery plan. Higher-risk updates may be tested, scheduled or deferred rather than rushed onto a live site.
- Security care. Security patching, access controls, automated protection and investigation of relevant security alerts.
- Backup management. Scheduled backups of website files and databases, with checks for failures. On our current VPS platform, backups run daily and copies are stored off-server in Backblaze B2. We can confirm the schedule and available restore points for your site.
- Health checks. Automated availability and server checks. Our current VPS platform also has a scheduled daily automated review of health, backups, security and maintenance needs. Human follow-up is during support hours.
- Routine performance care. Monitoring resources and addressing hosting, caching and configuration issues that affect normal site speed and stability.
Routine investigation and fixes within this managed service are included. If a problem needs work beyond that scope, we will explain it and agree the next step with you first.
Getting support
Eliot Webb Consultancy handles support for Nordic Creative Limited. Use the consultancy contact form for all hosting support. Include your website address, what is happening and when it started. Please do not send passwords through the form.
- Support hours
- Monday–Friday, 9am–5pm UK time
- First response target
- Within 4 business hours
- Outside these hours
- Next working day
Business hours exclude bank holidays in England and Wales. We aim to respond sooner whenever possible. The target is for a human response, not an automatic receipt or a guaranteed fix within four hours.
The clock runs only during support hours. A request received at 4pm on Friday has a response target of noon on Monday, provided Monday is a working day. Requests received outside support hours start counting at 9am on the next working day.
We prioritise unavailable websites and suspected security incidents, then work towards a safe resolution and keep you informed. Automated checks continue outside support hours, but there is no staffed overnight or weekend helpdesk.
Work agreed separately
Hosting care does not include new features, redesigns, content edits, SEO, marketing, new integrations or ongoing development. Substantial repairs to custom code, unsupported software or changes made by others may also need a separate scope. We explain and agree additional work before starting it.
Domain registration, business email, paid software licences and external services are included only where your existing agreement says so. A managed VPS platform does not mean each client has a dedicated server or unlimited resources.
Keeping things reliable
We use reasonable care and skill to keep your website secure, available and running well. Maintenance, software faults and third-party outages can still cause disruption. We give advance notice of planned disruptive work where practical; urgent security work may need to happen sooner.
Backups support recovery from the available restore points. Recovery may lose changes made since the last usable backup, and the time needed depends on the incident. We do not promise uninterrupted uptime, a fixed recovery time, zero data loss or a particular speed score.
What we need from you
Keep contact details and required licences current, use strong passwords and multi-factor authentication where available, and let us know before another developer makes technical changes. You remain responsible for your content, its legality and the accounts you control.
The service must not be used for unlawful content, spam, malware or activity that harms other sites. We may temporarily restrict a service where reasonably necessary to protect people, data or the platform, or comply with the law. We explain the problem and give you a reasonable chance to resolve it where safe and practical; urgent risks may need immediate action.
Your agreement continues
This guide explains our managed hosting service. It does not replace your existing written agreement, change your agreed service or remove any rights you already have. Specific terms agreed with you take priority. Any change to your agreement must be agreed in writing.
To end hosting or arrange a move, contact us using the form above. Your existing notice period applies; ask us to confirm it if you are unsure. We will cooperate with a handover and confirm data export and deletion arrangements before the service ends. Any additional migration work can be agreed separately.
We protect confidential information and handle personal data in line with UK data protection law. Where we process personal data on your behalf, a written data processing agreement is required alongside your hosting agreement. This service guide does not replace your data processing terms; contact us to confirm the arrangements for your site.
Nothing in this guide excludes or limits any liability or rights that cannot be excluded or limited by law. Your existing governing-law terms continue to apply.
Need a hand?
If you are unsure what is included for your website, get in touch and we will clarify it.