Service Level Agreement (SLA)

📋 1. Introduction

This Service Level Agreement ("SLA") outlines the commitments and guarantees that Wp Admin ("we," "us," "our") provides to our clients ("you," "your") regarding the WordPress administration and management services. This SLA forms an integral part of the Master Service Agreement and is binding upon both parties.

By engaging our services, you acknowledge that Wp Admin is committed to delivering professional WordPress management services with the reliability and quality standards described herein. Our goal is to ensure your website operates optimally while minimizing downtime and maximizing performance.

🎯 2. Scope of Services

This SLA covers the following WordPress administration and management services provided by Wp Admin:

🟢 3. Uptime Guarantee

Wp Admin guarantees the following service availability levels based on your subscribed plan. Uptime is calculated as the percentage of time your WordPress site is accessible and fully functional during any given calendar month.

3.1 Uptime Measurement Methodology

Uptime is measured using the following methodology:

• 1 Monitoring Frequency: Your site is monitored every 30 seconds from multiple global monitoring locations using automated health-check probes.
• 2 Downtime Definition: Downtime is recorded when your site fails to respond to health checks for more than 5 consecutive minutes, excluding scheduled maintenance windows.
• 3 Calculation Period: Uptime percentages are calculated on a rolling calendar month basis, starting on the 1st day of each month.
• 4 Verification: Clients may request detailed uptime reports at any time. Reports include timestamps of all incidents, duration, root cause analysis, and resolution details.

⏱️ 4. Response & Resolution Times

Wp Admin categorizes service requests into four priority levels. Our response times represent the maximum time before you receive initial acknowledgment from our support team. Resolution times are target commitments, not guarantees, as some issues require external dependencies.

4.1 Escalation Path

If response time targets are not met, issues are automatically escalated through the following chain:

• 1 Level 1: Support Technician (initial response and triage)
• 2 Level 2: Senior WordPress Engineer (technical deep-dive and resolution)
• 3 Level 3: Solutions Architect (complex infrastructure issues)
• 4 Level 4: Head of Operations (P1 issues exceeding 4 hours without resolution)

🕐 5. Support Hours

Support availability varies by service plan. All plans include automated monitoring 24/7/365.

📈 6. Performance Metrics

Wp Admin commits to maintaining the following performance benchmarks for all managed WordPress sites:

💳 7. Service Credits

If Wp Admin fails to meet the uptime guarantees specified in Section 3, eligible clients may receive service credits as compensation. Service credits are the sole and exclusive remedy for uptime guarantee failures.

7.1 Uptime Service Credits

7.2 Response Time Service Credits

🤝 8. Client Responsibilities

To ensure we can meet our SLA commitments, clients agree to the following responsibilities:

• • Access Provision: Provide Wp Admin with necessary access credentials (SSH, FTP, cPanel, database, hosting admin) within 24 hours of onboarding.
• • Timely Communication: Respond to support team inquiries and approval requests within 24 business hours to avoid resolution delays.
• • Hosting Requirements: Ensure the website is hosted on a compatible hosting environment that meets our minimum technical specifications.
• • No Unauthorized Changes: Avoid making direct code changes, database modifications, or installing plugins/themes outside of our managed workflow.
• • Third-Party Services: Maintain active subscriptions for all third-party services (APIs, license keys, external plugins) used by the website.
• • Security Cooperation: Promptly implement security recommendations provided by our team, including password updates and security hardening measures.
• • Content Accuracy: Ensure all website content is accurate, legally compliant, and does not infringe on third-party intellectual property rights.

🚫 9. Exclusions & Limitations

The SLA guarantees do not apply in the following circumstances:

• ✗ Force Majeure: Events beyond our reasonable control including natural disasters, acts of war, terrorism, government actions, pandemics, or widespread internet infrastructure failures.
• ✗ Hosting Provider Issues: Downtime caused by the client's hosting provider, CDN provider, or other third-party infrastructure services not managed by Wp Admin.
• ✗ Client-Initiated Changes: Issues arising from unauthorized modifications, code changes, or plugin installations performed by the client or their representatives outside our managed process.
• ✗ DDoS Attacks: Distributed Denial of Service attacks exceeding the mitigation capacity of standard security measures. We will work to mitigate but cannot guarantee protection against all attack vectors.
• ✗ Third-Party Plugin Failures: Issues caused exclusively by bugs, incompatibilities, or failures in third-party plugins or themes, unless such issues stem from our update management process.
• ✗ Non-Payment: Services suspended due to non-payment of fees. SLA guarantees resume within 1 hour of successful payment processing.
• ✗ Custom Development: Services not covered under the agreed scope, including custom plugin development, theme design, or feature development not part of the management plan.

🛡️ 10. Breach Remedies

In the event that Wp Admin consistently fails to meet SLA commitments, the following remedies are available:

Service credits as defined in Section 7 represent the sole and exclusive financial remedy for any failure to meet SLA targets. Under no circumstances shall Wp Admin be liable for indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of data, business interruption, or loss of goodwill.

The total aggregate liability of Wp Admin under this SLA shall not exceed the total fees paid by the client during the 3 months preceding the claim.

📊 11. Review & Changes

Wp Admin reserves the right to modify this SLA to reflect changes in services, technology, or business operations. The following process governs SLA modifications:

• 1 Notification: At least 30 days written notice will be provided via email and dashboard notification prior to any SLA changes taking effect.
• 2 Quarterly Reviews: Enterprise clients receive quarterly SLA performance reviews with detailed metrics and improvement recommendations.
• 3 Opt-Out Rights: If you do not agree with material SLA changes, you may terminate your agreement at the end of the current billing cycle without early termination fees.
• 4 Improvements: Changes that improve service levels (e.g., increased uptime guarantees, faster response times) may take effect immediately without requiring opt-in.

⚖️ 12. Governing Law & Dispute Resolution

This SLA shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law principles.

Any disputes arising from or related to this SLA shall first be subject to good-faith negotiation between the parties. If negotiation fails to resolve the dispute within 30 days, either party may initiate binding arbitration in accordance with the rules of the American Arbitration Association (AAA). The arbitration shall take place in Wilmington, Delaware, and shall be conducted by a single arbitrator.

Notwithstanding the foregoing, either party may seek injunctive relief in any court of competent jurisdiction to prevent irreparable harm pending the outcome of arbitration.

✅ 13. Acceptance

By subscribing to Wp Admin services, engaging our management team, or using our WordPress administration platform, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions of this Service Level Agreement.

This SLA constitutes the entire agreement between the parties regarding service levels and supersedes all prior discussions, representations, and agreements, whether written or oral, relating to the subject matter herein.