Service Agreement • Section 4

User Responsibilities

To ensure optimal performance, security, and continuity of your WordPress management services, please review and acknowledge the following responsibilities.

📅 Last Updated: January 15, 2025 ⏱ Reading Time: ~6 min

4.1 Account & Access Management

You are responsible for maintaining secure and up-to-date access credentials for your WordPress installation, hosting environment, and associated third-party services.

Credential Security: Provide Wp Admin with initial admin-level access via a secure, temporary method. Never share permanent passwords via unencrypted channels.
Two-Factor Authentication: Enable 2FA on all administrative accounts. Wp Admin will configure service-specific API keys or app passwords where applicable.
Access Revocation: Immediately notify Wp Admin if you suspect credential compromise, employee departure, or unauthorized access attempts.
Hosting & Domain Access: Maintain active hosting, domain registration, and SSL certificate subscriptions. Wp Admin is not responsible for service interruptions caused by expired accounts.

⚠ Security Notice: Wp Admin uses encrypted vault storage for all credentials. Access is restricted to authorized personnel only and complies with SOC 2 Type II standards.

4.2 Content & Update Approval

While Wp Admin handles technical maintenance, you remain the ultimate authority on content accuracy, branding consistency, and deployment timing.

Staging Review: All major updates, theme changes, and plugin installations will be deployed to a staging environment first. You must review and approve before production push.
Update Windows: Respond to scheduled update notifications within 48 hours. Delays may result in security vulnerabilities or compatibility issues.
Content Accuracy: Ensure all published text, images, videos, and data are accurate, properly attributed, and aligned with your brand guidelines.
E-commerce & Forms: Verify product inventory, pricing, form fields, and payment gateway configurations after major updates.

4.3 Communication & Cooperation

Effective partnership requires timely communication. Failure to respond to critical alerts may limit our ability to resolve issues within SLA windows.

Support Tickets: Respond to technical queries or approval requests within 48 business hours.
Planned Changes: Notify Wp Admin at least 72 hours in advance of major campaigns, product launches, or marketing pushes that may affect site traffic or configurations.
Quarterly Reviews: Participate in scheduled performance reviews to discuss analytics, growth goals, and optimization opportunities.
Emergency Contact: Maintain at least one primary contact available via phone or messaging for critical incident escalation.

4.4 Legal Compliance & Ownership

You retain full ownership of your website, content, and data. You are solely responsible for ensuring compliance with applicable laws and third-party licensing agreements.

Content Licensing: Ensure all images, fonts, themes, plugins, and code snippets used are properly licensed for commercial use.
Privacy Regulations: Comply with GDPR, CCPA, CAN-SPAM, and other relevant data protection laws. Implement required cookie consent, privacy policies, and data retention practices.
Accessibility Standards: Maintain WCAG 2.1 compliance where applicable. Wp Admin can assist with technical accessibility fixes upon request and additional fees.
Indemnification: You agree to indemnify and hold Wp Admin harmless from claims arising from unauthorized content, copyright infringement, or regulatory violations.

4.5 Technical Environment

WordPress requires a stable, compatible hosting environment to function optimally. You are responsible for maintaining the underlying infrastructure.

PHP Version: Maintain PHP 8.0 or higher. Downgrading or running deprecated versions may result in security warnings or service suspension.
Memory & Resources: Ensure hosting meets minimum requirements (≥128MB PHP memory limit, ≥50MB upload limit). Contact your host if limits are restrictive.
Third-Party APIs: Maintain active subscriptions and valid API keys for email services, payment gateways, CRM tools, and analytics platforms.
Firewall & DNS: Keep domain DNS records updated. If you use external WAF services (Cloudflare, Sucuri, etc.), ensure they are properly configured and active.

4.6 Service Boundaries

To maintain clarity and accountability, the following items fall outside the scope of standard Wp Admin management plans unless explicitly added via custom agreement:

Custom Development: New feature builds, complex custom theme/plugin development, or database restructuring.
Content Creation: Copywriting, graphic design, photography, video editing, or translation services.
Non-WordPress Assets: Management of subdomains, separate CMS platforms, static sites, or e-commerce storefronts on Shopify/WooCommerce external servers.
Third-Party Outages: Downtime caused by hosting providers, CDNs, API services, or internet infrastructure failures.
Malicious Client Actions: Damage or data loss resulting from intentional misuse, unauthorized software installation, or deliberate security bypasses.

💡 Need Additional Services? Custom development, design, and advanced integrations are available as add-ons. Contact your account manager for a tailored quote.

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