Hosting terms, in plain language

How a hosting plan works.

This is a summary. The full services agreement, with a data processing addendum where required, is provided before any plan starts and is the document that governs the relationship. Nothing here replaces it.

What you are buying

A named senior engineer responsible for keeping your production system running: provisioning, monitoring, backups, security patches, and, on the maintained tier, bug fixes and dependency upgrades. Feature development is not included in a hosting plan. It is billed under a retainer or a fixed-scope build.

Where it runs

Infrastructure is provisioned and run in Poiema's AWS account. Cloud provider costs are included in the fixed monthly price, so you never receive a separate bill from a provider. Your code, your data and your users' data remain yours at all times.

Response times

We respond during business hours, Central Time, Monday to Friday. The written plan states the response target for each severity and the escalation path outside those hours. We do not promise what we cannot deliver, and we do not advertise a 24/7 service we do not run.

Pricing

Prices are fixed for a calendar year and reviewed in writing before the next one. Hosting is quoted to the platform, and the quote states what it covers and when it would be reviewed if usage grows substantially.

Invoicing

Monthly, in advance, in US dollars or pounds sterling as agreed. Payment is due within seven days.

Leaving

Either side can end a plan with one month's written notice. On the way out we migrate the infrastructure and data to a cloud account you own, and hand over credentials, runbooks and documentation in writing. Migration work beyond a standard handover is quoted separately.

Questions

Email hello@poiemasolutions.com and ask for the full agreement.

Last updated September 2026.