Table of Contents
To work with Civicopilot and any of it’s associates, a shared understanding of responsibility must exist. This page outlines those ground rules—more formally called “terms and conditions”. I’ve tried to keep them reasonable, human-readable, and focused on clarity rather than lawyer speak.
These terms exist to support a productive, fair, and transparent working relationship. If something isn’t meeting your expectations or feels off, I want to know. Honest conversation matters more than rigid rules.
Civicopilot reserves the right to modify these Terms of Service without notice. You agree to be bound by any changes Civicopilot may reasonably make to this agreement when such changes are made.
Hosting and Maintenance
CiviCRM Updates
If a security release comes out for CiviCRM or WordPress we apply the fix within one business day. CiviCRM publishes security notices on the 1st and 3rd Wednesday of each month: https://civicrm.org/security.
Plans that include more regular CiviCRM and extension upgrades (not only security upgrades) occur every 3–6 months or at the client’s request and are based on the benefit any new features and enhancements will deliver.
CiviCRM upgrades are tested before deployment, but like all software, they cannot guarantee a completely bug-free system. Custom code, extensions, or other unique configurations may require additional review or adjustments that falls outside routine updates. If those situations arise, they will be billed separately.
If one client encounters a bug, rest assured I’ll often apply that same fix for all hosted clients to maintain reliability across systems.
Maintenance
Managed hosting and maintenance covers the underlying server and platform your site and CRM runs on—keeping it secure, up to date, and running as expected. This includes server patches, monitoring, bot management, WordPress updates, CiviCRM system status warning resolution, reasonable site performance and security protections that most clients never need to think about.
If clients decide to add third-party plugins & extensions, integrations, or other changes independently, Civicopilot does not hold responsibility for maintaining the proper functioning of said tools. Instead, I encourage collaboration for a cohesive working partnership.
Theme and Plugin Licenses
Managed hosting includes licenses for a premium theme and set of WordPress plugins needed to run and maintain the site. Additional third-party plugins or themes that are unique to your setup are not included unless we’ve agreed to that separately in writing.
Monitoring and Uptime
All Civicopilot-hosted sites are monitored 24/7. If your site goes offline, we’re alerted within one minute and begin investigating immediately during normal waking hours.
We work to restore access as quickly as possible and address any root causes to prevent recurrence.
Backups
Your site and database are backed up daily, stored off-site, and kept on a minimum 14-day rotation.
CRM Consulting
Based upon your needs, I provide different approaches to solve your problems:
- Coaching plans for mastery of your system — helping you make strategic decisions, understand best practices to empower staff at your nonprofit to take ownership of your system.
- Hands-on support starts at $180 and covers well-defined fixes or configuration changes. If the issue requires deeper assessment or investigation, I’ll confirm scope and cost with you before proceeding.
- Special Projects: Enhancements and other improvements are treated as separate projects when there’s a clear case for doing so.
I work on a fixed-price basis focused on outcomes giving you assurance before work starts. I don’t bill by the hour—pricing reflects the work involved, not time spent alone.
Security
Our servers use SSL encryption, firewall, and current patches to keep your system secure.
You’re responsible for using strong passwords and limiting admin access to trusted users.
If a security issue ever affects your system, we’ll notify you promptly and work with you to remediate it.
Confidentiality
All parties agree to take every reasonable measure to protect the confidentiality of information obtained while working together.
Both Civicopilot and the Client commit to:
- Keep all passwords private and secure.
- Use strong, unique passwords that aren’t reused on other services.
- Avoid sharing accounts between multiple people, so access can be tracked and managed safely.
- Protect all backups and stored copies of data.
- Use secure communication tools when exchanging confidential information or credentials.
- Share access credentials or permissions strictly on a need-to-know basis.
As part of our services (such as upgrades, troubleshooting, or support), the Client authorizes Civicopilot’s staff and trusted contractors to access its CiviCRM instance and related systems solely for the purpose of performing the agreed-upon work under these terms.
Data Portability Policy
CiviCRM’s open-source nature means your data and your CRM are yours. We’ll make sure you can always take them with you.
We work under a Clean Break Policy — our commitment that, if you decide to end your engagement with us for any reason, we’ll provide your complete system export promptly within 7 business days, including:
- All database tables
- All user-uploaded files
- All open-source code (CiviCRM, WordPress, and dependencies)
- Any custom developed extensions
Bottom line, rest assured you’ll have everything you need to run your system elsewhere.
Payments
Hosting and support are paid in advance by automatic transfer each month.
All other invoices are due within 14 days of issue.
If a payment is late, services may be paused until it’s resolved — but we’ll always contact you first to work it out.
Terms Modifications
We reserve the right to review and change this agreement at any time. You are responsible for regularly reviewing these Terms and Conditions. Continued use of our services after such changes shall constitute your consent to such changes.
Disputes and Law
If there’s ever a disagreement, we’ll start by talking it through like reasonable people do.
If that doesn’t resolve it, both parties agree to first use mediation in good faith before taking any legal steps.
If mediation fails, disputes will go to binding arbitration in the state of Florida, under Florida law.