Service Level Agreement

1. Overview & Purpose

This Service Level Agreement ("SLA") defines the performance standards, responsibilities, and service commitments that Wp Admin ("Provider") guarantees to the client ("Customer") for WordPress administration, hosting management, and maintenance services. This agreement supplements the Master Services Agreement and outlines measurable metrics for service delivery.

                Note: This SLA applies exclusively to WordPress environments managed directly by Wp Admin under an active subscription plan. Third-party hosted environments are subject to the limitations outlined in Section 6.
            

2. Covered Services

The following services are included under this SLA:

WordPress core, theme, and plugin updates & testing
Security monitoring, malware scanning, and firewall management
Automated daily backups & disaster recovery
Performance optimization & caching configuration
24/7 uptime monitoring & incident response
Technical support & troubleshooting (Professional & Enterprise tiers)

3. Uptime & Performance Guarantees

Wp Admin guarantees the following uptime metrics for all managed WordPress environments:

Service Tier	Guaranteed Uptime	Max Monthly Downtime	Performance Target
Starter	99.5%	3.6 hours	Core Web Vitals: Good/Needs Improvement
Professional	99.9%	43.8 minutes	Core Web Vitals: Good
Enterprise	99.95%	21.9 minutes	Core Web Vitals: Good + Custom SLA

Uptime is calculated monthly using UTC time and excludes scheduled maintenance, customer-requested downtime, and force majeure events.

4. Response & Resolution Time Commitments

Incident severity is classified as follows. Response times begin upon ticket creation or system alert detection.

Severity Level	Description	Initial Response	Target Resolution
Critical	Site offline, security breach, data loss risk	≤ 30 minutes	≤ 4 hours
High	Major feature broken, checkout/login failure	≤ 2 hours	≤ 8 hours
Medium	Minor bugs, styling issues, non-critical errors	≤ 8 hours	≤ 24 hours
Low	General inquiries, content requests, optimizations	≤ 24 hours	≤ 72 hours

Response times apply during standard support windows. Enterprise clients receive 24/7 priority response. Resolution targets are best-effort estimates and may extend for complex third-party dependency issues.

5. Scheduled Maintenance

Planned maintenance will be communicated at least 48 hours in advance via email and dashboard alerts. Standard maintenance windows:

Professional/Enterprise: Sundays 02:00 – 05:00 UTC
Starter: Variable, scheduled with 72h notice

Maintenance activities include server patches, infrastructure upgrades, and major version migrations. Wp Admin reserves the right to perform emergency maintenance immediately if critical vulnerabilities are disclosed by WordPress.org or plugin vendors.

6. Exclusions & Limitations

The following are explicitly excluded from SLA guarantees:

Downtime caused by third-party hosting providers, CDN outages, or payment gateway failures
Issues stemming from customer-provided custom code, unapproved plugins, or non-compliant themes
DDoS attacks exceeding provider mitigation capacity (mitigated via Cloudflare/WAF)
Customer-initiated changes made outside Wp Admin staging workflows
Force majeure events (natural disasters, government actions, widespread internet outages)

7. Service Credits & Remedies

If Wp Admin fails to meet the guaranteed uptime or response times, customers may be eligible for service credits applied to the next billing cycle:

Uptime Failure	Service Credit
99.0% – 99.49%	10% of monthly fee
98.0% – 98.99%	25% of monthly fee
Below 98.0%	50% of monthly fee

Credits must be requested within 14 days of the billing cycle close. Maximum credit liability per incident is capped at 100% of the monthly service fee. Wp Admin is not liable for indirect, consequential, or business loss damages.

8. Customer Responsibilities

To maintain SLA compliance, customers must:

Provide accurate admin/access credentials upon onboarding
Approve updates within 5 business days of staging review
Notify Wp Admin of custom integrations or third-party API dependencies
Keep contact information up to date for critical alerts
Avoid direct database/file modifications outside approved workflows

9. Terms, Amendments & Governing Law

This SLA is an integral part of the Wp Admin Master Services Agreement. Wp Admin reserves the right to modify this SLA with 30 days' written notice. Continued use of services constitutes acceptance of updated terms. This agreement shall be governed by and construed in accordance with the laws of the State of Delaware, USA. Any disputes shall be resolved through binding arbitration in Wilmington, DE.

                Contact for SLA Inquiries:

                📧 sla@wpadmin.com

                📞 1-800-WP-ADMIN (Press 4)

                🕒 Mon-Fri, 9AM–6PM EST (24/7 for Enterprise)

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