Acceptable Use Policy

This Acceptable Use Policy ("AUP") sets out the rules for using Vital Sites services. All clients must comply with this policy.

1. Scope

This policy applies to websites we design, care for or host, and to interactions with Vital Sites. The accepted quote and chosen care plan define the work included.

2. Permitted Use

Our services are intended for legitimate business and organisation websites, especially healthcare providers, including:

• Business information and service description pages
• Contact and referral forms that do not request clinical records unless separately approved
• Blog and content pages
• Staff profiles and team information
• Client resources and information

3. Prohibited Use

Your website must not be used for:

• Any unlawful activity under Australian or international law
• Distributing malware, phishing content, or spam
• Hosting content that infringes intellectual property rights
• Collecting or storing patient records, clinical notes or other sensitive health information through a hosted-care site unless we have separately assessed and approved that use in writing; standard hosted care is not a clinical records system
• Activity that threatens the security, availability or lawful operation of the website or other services
• Resource use that materially disrupts hosting or other clients; if a site outgrows its agreed hosting scope, we will discuss a suitable alternative

4. Content Support (Care+ and Pro Plans)

Monthly content-support time is intended for straightforward changes to the existing website:

• Care+ includes up to 30 minutes and Pro includes up to 90 minutes per billing month
• Eligible work includes text changes, image swaps, contact-detail updates and minor changes to existing staff or service content
• New pages, redesigns, complex layouts, integrations, copywriting and troubleshooting unrelated to our work are not included
• Unused time expires at the end of the billing month and does not roll over
• If a request is likely to exceed the allowance or scope, we will explain the options and obtain approval before charging for additional work

5. Support Fair Use

We provide support within the scope of your project or care plan and ask that requests remain reasonable. This means:

• Requests related to your agreed design project or website care scope
• Response expectations that reflect the business-hour target for the selected plan
• Respectful communication with Vital Sites support

6. Enforcement

If we believe a client is in breach of this policy, we will:

1. Contact you to discuss the issue and seek resolution
2. If unresolved, we may suspend the affected service with 7 days' written notice
3. For serious legal or security risks (such as illegal content, malware or active abuse), we may suspend the affected service immediately and notify you as soon as reasonably practicable

Suspension does not change your ownership of your website or data. Where lawful and practicable, we will help you obtain an export or arrange a handover.

7. Contact

Questions about this policy? Contact hello@vitalsites.com.au