Last updated: 22 September 2026
This page explains how Bigwig Advertising & Digital approaches hosting, website maintenance, security, backups and related digital services, and the responsibilities shared between Bigwig and our clients.
The specific services provided to you are determined by your quote, invoice, service plan or other written arrangement. This page should be read together with our Client Service Terms.
Hosting and digital services
Bigwig provides a range of hosting, website, application, maintenance, support and related digital services. Not every client receives every service.
The services included in your arrangement are limited to those identified in your quote, invoice, service plan or other written agreement.
For example, website hosting does not automatically include ongoing website maintenance, plugin updates, security monitoring, application support, content management or records management unless those services are specifically included.
Website maintenance and security plans
Where you engage Bigwig to maintain your website, we perform the maintenance and update activities included in your service plan or other agreed scope.
Website maintenance and software updates are designed to reduce operational and security risk, but they cannot guarantee that a website will never experience a software defect, vulnerability, outage or security incident.
Routine maintenance does not mean that Bigwig continuously audits or monitors every component of a website unless this is expressly included in the agreed service.
Third-party software
Modern websites and applications commonly rely on independently developed software including WordPress, WooCommerce, plugins, themes, libraries, APIs, payment gateways and other third-party platforms.
Bigwig may recommend, install, configure, host or update third-party software as part of our services. This does not mean Bigwig develops, audits or warrants the underlying third-party source code.
Third-party software can contain defects or vulnerabilities, including vulnerabilities that have not yet been identified or for which the software developer has not yet released an update.
A vulnerability or security incident involving third-party software does not, by itself, establish a failure in the services provided by Bigwig.
Cyber security incidents
Hosting, maintenance and security services are intended to reduce risk. They are not cyber insurance and do not guarantee that a website, application, server or account cannot be compromised.
Where a security incident occurs, Bigwig may take reasonable immediate action within the systems we manage to reduce further harm, including temporarily restricting access or isolating an affected service where appropriate.
Unless expressly included in your service, investigation, malware removal, website repair, rebuilding, data recovery, restoration and other post-incident work are additional services and may be quoted or charged separately.
Where an issue results from Bigwig failing to perform an agreed responsibility, it will be dealt with in accordance with the applicable service arrangement and our Client Service Terms.
Backups and recovery
Where backup services are included, they are provided according to the applicable hosting or service arrangement.
Operational backups are intended to support recovery from appropriate restore points. They are not a permanent archive and do not guarantee that every item of information can always be restored.
Clients should retain their own copies of important business records, documents, source materials and other information that they are required to retain independently.
Project file archiving
Bigwig archives digital client project files for up to 2 years from the last modification for current clients.
This is not a guaranteed storage service. Clients are responsible for retaining their own copies of final deliverables, source materials and business records.
Project file archiving is separate from operational website or server backups.
Personal information and data retention
Clients are responsible for determining the legal, regulatory and business retention requirements that apply to personal information and business records collected, stored or processed through their websites, applications, databases, CRM systems or other digital services.
You must inform Bigwig in writing of any retention, deletion, legal hold or disposal requirements that you require us to implement.
Unless expressly included in your service, hosting or routine website maintenance does not include:
- Determining how long your business must retain personal information or records
- Reviewing individual records to determine whether they should be retained or deleted
- Implementing automated deletion or de-identification
- Historical data clean-up or records-management services
Where you require Bigwig to implement technical retention or deletion processes, this can be included in an agreed service or scoped separately.
Your responsibilities
To help us manage your services appropriately, you should let Bigwig know about material changes affecting your website or digital services, including:
- New forms, functionality or integrations
- Collection of new categories of personal or sensitive information
- Changes to your required data-retention or deletion periods
- Changes to authorised users, administrators or external providers
- Changes to business-critical functionality or recovery requirements
- Suspected security incidents or unauthorised access
You are also responsible for protecting credentials and accounts under your control and for promptly advising Bigwig when access should be removed or changed.
Third-party services and outages
Digital services may depend on external infrastructure, software and platforms operated by third parties.
Bigwig does not control third-party software vendors, hosting providers, payment gateways, domain registrars, cloud services, internet providers or other external platforms.
Outages, defects, vulnerabilities, service changes and other issues affecting those providers may impact your digital services. Bigwig will take reasonable steps within the scope of our engagement to assist where appropriate.
Service scope and additional work
Your quote, invoice, service plan or written arrangement determines what is included in your service.
Work outside that scope may be quoted separately or charged at Bigwig’s standard hourly rate. This may include investigation, client liaison, supplier coordination, repair, restoration, data clean-up, redevelopment and other technical work not included in the recurring service.
Questions about your services
If you are unsure what hosting, maintenance, security or support services are currently included for your organisation, please contact us.
Bigwig Advertising & Digital
Email: [email protected]
Phone: +61 8 8363 6124