Plan T & Cs

What each plan includes and excludes

OurLocality has two core plans. Both are do-it-yourself: you build and manage your own site.

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Plan	Price	What you get	Support
Free	£0	Unlimited sites, 250MB media storage, no domain, free SSL	Self-help only: the guides and the OurLocality Helper
Hosting	£75 a year	1 site, 1GB media storage, 1 domain, free SSL	Fault support by email for one named admin

On the Free plan, contact us only if you have tried everything, have researched high and low and basically you cannot login or are locked out – nobody else can help.

Everything beyond this is a paid extra a) an annual plan or b) a priority support plan, both set out below.

Free support: is it broken, or do you want help?

Free support on the Hosting plan covers things that are broken. It does not cover help doing something.

Broken: free	Help: self-help or paid
You cannot log in	How do I do this?
Your site is down or showing an error	Layout, menus, blocks and design questions
Your media library is full	Setting up or adjusting a plugin
A standard feature has stopped working	Changes to domains or email
A domain or SSL certificate we set up has stopped working	Advice on structure, content or good practice

If you want help, you have three routes:

1. The free guides and the OurLocality Helper at support.ourlocality.org.
2. A prepaid support hour at £75.
3. A priority support plan.

What the platform does not offer

OurLocality is a fixed platform. Anything that adds NEW functionality to it is outside of the plan.

• NO theme uploads or custom code.
• NO plugin uploads, except through the plugin evaluation route listed under extras.
• Connections to outside services, or embed providers beyond those built into WordPress. The iframe facility is a route for embedding outside content, but we discourage it and is a paid extra.
• We don’t write or post your content, and cannot redesign your site, or train you or project manage (not for free).
• Development work of any kind is not part of a plan.

If you need something built, that is likely to be a private commission and we’ll check with you if you need separate independent hosting.

That would be quoted separately and would not part of OurLocality.

Extras: £75 each

Every extra costs £75 and is paid in advance.

Extra	What it buys	Charged
Additional named admin	Fault support for one more admin on your site	Each year
Additional domain	A second domain pointed at your site or another site	Each year
Subdomain	A subdomain set up and pointed at your site	Each year
Email for your domain	Email services mapped to your domain	Each year
Extra storage	1GB more media storage	Each year
Iframe facility	The ability to embed outside content by iframe on one site	Each year
Support hour	Up to one hour of hands-on help with existing features	Once
Plugin evaluation	We assess one plugin you request for use across the platform	Once, non-refundable

Domain registration is charged at cost, less than £10 a year for .uk domains.

A plugin evaluation does not guarantee the plugin will be adopted, it has to meet a lot of conditions and be of community benefit.

With the iframe facility, you are responsible for what you embed and for keeping it working.

Priority support plans

Priority plans buy faster replies and a monthly allowance of help requests.

They should suit organisations that need someone at the wheel, but they do not widen what the platform does.

Plan	Each year	Requests a month	Target reply
Basic hosting	£75	< 1	Within a week
Community	£300	1	Within 3 working days
Starter	£450	2	Within 2 working days
Growth	£600	3	Next working day
Business	£900	6	Same working day

A request can cover:

• Troubleshooting and minor fixes to existing features: menus, blocks, a page layout, image alignment and plugin settings.
• Configuration and site hygiene: users, security and performance.
• Basic Workspace email and Drive support for your domain, if we manage your Workspace.
• Brief advice on good practices and accessibility.

How requests work:

• One request = one issue, and typically 15 to 30 minutes of our time.
• Unused requests carry over for one month only.
• If an issue needs longer, we assess it and quote in support hours before going further.
• Plans are paid for a year in advance.
• Reply times are targets, not guarantees.
• Plans depend on volunteer capacity, so we may close them to new sign-ups.

How to ask for support

Support requests must come from your named admin, by email, to ourlocality@sustainingdunbar.org.

1. Try the guides and the OurLocality Helper first. The Helper knows this platform and its limits.
2. Email the support address from the named admin’s own address. Requests sent anywhere else are not logged.
3. Send one issue per email. Explain the issue in your own words – no need to clutter it with AI gobbledegook. Say what you did, what you expected, what actually happened, and give us the page address and a clear screenshot.

Editors and authors should always ask their own admin.

Support hours are Monday to Friday, 10:00 to 16:00 UK time, excluding high days and holidays.

General AI assistants and web searches usually assume a self-hosted WordPress site, where you can install plugins and add code. That advice may not apply, so please stick to our resources.

Best efforts, and where the money goes

OurLocality is volunteer run and all support is given unpaid on a best efforts basis.

• There is no service level agreement. We do not guarantee uptime, reply times or fixes.
• Third-party services, including plugins, Workspace, newsletter tools and forms, are offered as they are.
• If something fails, our liability is limited to a discretionary credit on fees you have paid.
• OurLocality is not intended for anything business critical.

Basic hosting fees go to Sustaining Dunbar, which owns and subsidises the platform.

Priority support fees will go to the Treescapes initiative, currently being incubated by Sustaining Dunbar.