Transparent SLA commitments, dedicated support channels, and guaranteed response times to keep your WordPress site running flawlessly.
Average first response time under 2 hours for all active plans
Industry-leading uptime guarantee with proactive monitoring
Round-the-clock monitoring and emergency support availability
Detailed performance and security reports delivered monthly
Our SLA defines the service levels we commit to delivering. Response and resolution times vary by priority level.
| Priority Level | Description | Response Time | Resolution Target | Availability |
|---|---|---|---|---|
| 🔴 Critical | Site is down, security breach, data loss risk | 30 minutes | 2 hours | 24/7/365 |
| 🟠 High | Major feature broken, significant performance degradation | 1 hour | 4 hours | 24/7/365 |
| 🔵 Medium | Minor feature issue, cosmetic problems, non-critical bugs | 2 hours | 24 hours | Business Hours |
| 🟢 Low | General inquiries, feature requests, non-urgent tasks | 4 hours | 48 hours | Business Hours |
We guarantee 99.9% uptime for all managed WordPress sites. If we fall short, you receive service credits.
Every support ticket receives an initial response within our committed timeframe — guaranteed, no exceptions.
If we miss our SLA targets, you automatically receive service credits applied to your next billing cycle.
Different plans include different levels of support. Choose what works best for your needs.
Essential support for small business websites
Enhanced support for growing businesses
White-glove support for agencies & enterprises
Multiple support channels to fit your communication preferences.
Send us detailed descriptions of your issue. Best for non-urgent matters and providing files/screenshots.
Real-time chat with our support team. Available on your client dashboard during support hours.
Direct phone line for urgent issues. Available for Professional and Enterprise plan clients.
Submit tickets through your client dashboard. Track progress, add attachments, and get updates in real-time.
Describe your issue and our team will get back to you within our SLA response time. Include as much detail as possible for faster resolution.
Provide a clear description of the problem, including any error messages or screenshots.
Help us triage your issue correctly by selecting the appropriate priority level.
Your ticket is assigned to the right specialist and you'll receive an update within our SLA timeframe.
Follow your ticket's progress in real-time through your client dashboard.
Fill out the form below and we'll get back to you shortly.
Find quick answers to common support and SLA questions.
Our 99.9% uptime guarantee covers the availability of your WordPress site as monitored by our 24/7 infrastructure. This means we allow less than 43 minutes of downtime per month. Scheduled maintenance windows (with 48-hour notice) are excluded. If we fail to meet this target, you receive automatic service credits of 10x the downtime value.
If we miss an SLA target, service credits are automatically calculated based on your monthly plan fee and the severity of the missed target. Credits are applied to your next billing cycle within 5 business days. No action required from your side — the process is fully automated and transparent.
A Critical priority issue includes: complete website outage, confirmed security breach or hack, data corruption or loss risk, payment processing failure for e-commerce sites, and any issue causing immediate significant business impact. These receive immediate attention 24/7 with a 30-minute response time guarantee.
Yes. If you feel your ticket isn't receiving appropriate attention, you can escalate it through your client dashboard. Professional and Enterprise plan clients can also call our escalation hotline at +1 (800) 555-0199. All escalated tickets are reviewed by our support manager within 30 minutes.
Yes, we fully support WordPress multisite installations. Multisite support is available on our Professional and Enterprise plans. Each site within the multisite network is individually monitored and backed up. Enterprise clients can also request custom multisite configurations and optimization.
If your site is compromised, treat it as a Critical priority issue and contact us immediately. Our security team will: 1) Contain the threat and secure your site, 2) Remove malware and backdoors, 3) Restore from clean backup if needed, 4) Conduct a full security audit, and 5) Implement additional hardening measures. Malware removal is included in all plans at no extra charge.
Starter plans retain 7 days of daily backups. Professional plans retain 30 days of daily backups with weekly snapshots. Enterprise plans retain 90 days of daily backups with monthly archives. All backups are stored in geographically redundant off-site locations and can be restored to any point in the retention period.
Enterprise clients can negotiate custom SLA terms based on their specific requirements. This includes tailored response times, dedicated resource allocation, custom reporting schedules, and specific compliance requirements. Contact our sales team to discuss custom SLA options for your organization.
Our team is here to help. Reach out and we'll provide the support and clarity you need to make the right decision.