Service Level Agreement

Effective Date October 26, 2023
Last Updated October 26, 2023
Version 2.4.1
Applicable To Professional & Enterprise Plans
⚠️ Legal Disclaimer This document represents a summary of the Service Level Agreement for Wp Admin services. It is intended for informational purposes. For legally binding terms, please refer to the full Master Service Agreement (MSA) associated with your account. Wp Admin recommends consulting legal counsel before relying on this document for contractual purposes.

1. Introduction

This Service Level Agreement ("SLA") defines the service standards and commitments Wp Admin ("Provider") guarantees to its clients ("Client") regarding the management, maintenance, and support of WordPress websites.

By engaging Wp Admin services, the Client agrees to the terms outlined in this SLA, which supplements the Master Service Agreement. In the event of a conflict, the terms of the signed MSA shall prevail.

2. Scope of Services

This SLA applies to the following Wp Admin services:

  • WordPress Maintenance: Core, plugin, and theme updates.
  • Security Monitoring: Malware scanning, firewall management, and brute-force protection.
  • Performance Optimization: Caching management, database optimization, and speed tuning.
  • Backup Management: Automated off-site backups and restoration support.
  • Technical Support: Troubleshooting and issue resolution via the Client Portal and Email.

Note: Custom development, content creation, and third-party hosting infrastructure are excluded unless explicitly covered under an Enterprise add-on.

3. Definitions

  • Uptime: The percentage of time the Client's website is accessible and functional during a billing cycle.
  • Incident: Any unplanned interruption or reduction in the quality of a Service.
  • Response Time: The time elapsed between the submission of a ticket and the first substantive response from a Wp Admin technician.
  • Resolution Time: The time elapsed from ticket submission until the issue is resolved or a workaround is implemented.
  • Business Hours: Monday through Friday, 09:00 AM to 06:00 PM EST, excluding US Federal Holidays.

4. Service Availability

Wp Admin guarantees a minimum availability based on the Client's subscription tier:

Plan Tier Uptime Guarantee Monitoring Frequency
Starter 99.5% Every 60 Minutes
Professional 99.9% Every 5 Minutes
Enterprise 99.95% Real-time (1 Minute)

Uptime is calculated monthly. Excluded from uptime calculations are scheduled maintenance windows, Force Majeure events, and incidents caused by Client-side factors (see Section 7).

5. Response & Resolution Targets

Wp Admin categorizes incidents based on severity. The following response and resolution targets apply to Professional and Enterprise plans. Starter plans receive standard best-effort support.

Severity Level Description Initial Response Resolution Target
Critical (P1) Site is down, white screen of death, or security breach detected. 30 Minutes (24/7) 4 Hours
High (P2) Major functionality impaired; workarounds unavailable. 1 Hour (Biz Hrs) 8 Hours
Medium (P3) Minor functionality impaired; workaround available. 4 Hours (Biz Hrs) 2 Business Days
Low (P4) Cosmetic issues, general inquiries, or feature requests. 24 Hours (Biz Hrs) 5 Business Days

Enterprise Clients: Response times are guaranteed 24/7 for all severity levels. Professional clients receive 24/7 response for P1 incidents only; other levels apply during Business Hours.

6. Service Credits

If Wp Admin fails to meet the Uptime Guarantee or Response Time targets, the Client is eligible for service credits applied to the next billing cycle.

Uptime % Credit Amount
99.0% – 99.5% 10% of Monthly Fee
98.0% – 98.9% 25% of Monthly Fee
Below 98.0% 50% of Monthly Fee

Resolution Failure Credits: For every 4-hour block beyond the resolution target for P1 incidents, an additional 5% credit is applied, up to a maximum of 25% per incident.

To claim a credit, the Client must submit a ticket referencing "SLA Credit Claim" within 7 days of the incident resolution. Maximum monthly credit is capped at 100% of the monthly service fee. Credits are not refundable in cash.

7. Exclusions

Service commitments are void or suspended during the following scenarios:

  1. Client Negligence: Issues caused by unauthorized user changes, weak passwords, or failure to grant access.
  2. Third-Party Factors: Failures originating from hosting providers, CDN services, payment gateways, or plugins/themes not managed by Wp Admin.
  3. Force Majeure: Events beyond reasonable control including natural disasters, war, terrorism, or widespread internet infrastructure failure.
  4. DoS/DDoS Attacks: Unless Enterprise-level DDoS mitigation is purchased, service credits do not apply for downtime caused by volumetric attacks.
  5. Scheduled Maintenance: Maintenance windows communicated in advance via the Client Portal.

8. Client Responsibilities

To maintain SLA compliance, the Client agrees to:

  • Provide accurate DNS and hosting credentials.
  • Maintain at least two designated administrators with active access to the Client Portal.
  • Respond to Wp Admin requests for information within 24 hours for P1/P2 incidents.
  • Not perform unauthorized modifications to the WordPress core or database.
  • Ensure all third-party plugins are licensed and legally installed.

9. Review & Changes

Wp Admin reserves the right to modify this SLA to reflect changes in technology, services, or regulations. Updates will be posted on this page with a revised "Last Updated" date.

Significant changes affecting service commitments will be communicated via email at least 30 days prior to implementation. Continued use of services constitutes acceptance of modified terms.

10. Contact Information

To report an SLA violation, request a service credit, or discuss this agreement, please contact: