Service Level Agreement


Our WordPress Maintenance Plan is designed to provide comprehensive support and maintenance for your WordPress website. This plan includes a wide range of services to ensure optimal performance, security, and functionality of your site.

Services Provided

WordPress Support

  • Total Minutes Available: Up to 240 minutes per month dedicated to addressing any WordPress-related issues, from troubleshooting errors to configuring settings.
  • Proactive Uptime Monitoring: Continuous and automated monitoring of your website’s uptime. We proactively investigate and address downtimes or disruptions before you need to report them, ensuring minimal impact on availability.
  • Emergency Support: Immediate and prioritized response for critical website issues such as complete outages, security breaches, or other severe problems that need urgent attention.
  • WooCommerce Support: Comprehensive assistance with WooCommerce, including setup, configuration, troubleshooting, and optimization of your e-commerce functionalities to enhance user experience and increase sales.
  • Membership Site Support: Technical support and problem-solving for membership sites, ensuring smooth subscription management, content access control, and payment integration.
  • WordPress Multisite Support: Expertise in managing and maintaining WordPress Multisite networks, offering solutions for domain mapping, site management, and network-wide updates.
  • SEO Recommendations: Monthly SEO audits followed by actionable recommendations to improve your site’s search engine visibility and organic traffic.


  • Daily Backups and Restore: Automated daily backups of your entire website, with quick restore capabilities to recover your site in case of data loss or corruption.
  • Weekly WordPress Core Updates: Regular updates to your WordPress core software to ensure you’re using the latest, most secure version.
  • Weekly Theme & Plugin Updates: Systematic updates of themes and plugins to prevent security vulnerabilities and ensure compatibility with the latest WordPress core updates.
  • WordPress Staging Site: Provision of a staging environment to safely test updates, changes, or major new features without affecting the live site.
  • SMTP Mail Delivery: Reliable email delivery services for up to 5,000 emails per month, ensuring your communication with users is smooth and professional.


  • Daily Performance Monitoring: Monitoring key performance indicators daily to identify and resolve issues that could slow down your site, ensuring optimal load times and user experience.
  • Speed Optimization: Technical enhancements, including CDN setup, to reduce load times and improve website speed across global locations.
  • Image & Media Optimization: Optimization of images and media files to speed up page loading without compromising on quality, using advanced compression techniques.
  • Premium Plugin Access: Access to a selection of premium plugins to extend the functionality and improve the efficiency of your website.


  • Daily Security Monitoring: Ongoing surveillance of your website to detect and react to security threats in real-time.
  • Security Hardening: Implementation of advanced security measures, including secure configurations, regular security audits, and vulnerability assessments to fortify your website against attacks.
  • 24/7 Firewall Protection: Continuous firewall operations to prevent unauthorized access and deter hacking attempts.
  • Malware & Virus Removal: Swift identification and removal of any malware or viruses found on your site, along with preventive measures to avoid future infections.

Hours of Operation and Weekend Policy

General Hours of Operation

Our standard hours of operation are Monday through Friday, from 8:00 AM to 6:00 PM Arizona Time. During these hours, we are fully staffed and prepared to handle all types of service requests, from low to high priority, including proactive monitoring and scheduled maintenance tasks.

Weekend Service Policy

On weekends, our focus shifts primarily to emergency issues. Our weekend hours are dedicated to responding to and resolving emergency situations that may critically impact the functionality and accessibility of your website. Non-emergency requests received during the weekend will be queued for the next business day.

Emergency Support Availability

Emergency support is available 24/7, including holidays. This ensures that in the event of a critical issue, such as website downtime, security breaches, or major functional failures, support will be promptly available regardless of the time or day.

Contacting Support During Off Hours

To report an emergency issue during non-business hours, please use our designated emergency contact methods, which include an emergency support hotline and a priority email system. These channels are monitored continuously to ensure rapid response to critical issues.

Detailed Response Times and Issue Prioritization

Our service commitment is structured to address issues based on their impact on your website’s operation and user experience. Below, we detail the categories of issue severity, including specific examples and expected resolution times.

Emergency Issues

Expected Resolution Time: Within 1 hour, 24/7. Examples:

  • Complete Site Outage: Your website is down, and users cannot access any pages.
  • Critical Functional Failures: Essential functionalities, such as log-in or search, are non-operational.
  • Database Errors: Errors that prevent data retrieval or cause corrupt data displays.
  • Inaccessible WordPress Admin: Loss of administrative access due to system errors or security issues.

Our goal is to begin addressing these critical issues within an hour to minimize downtime and restore full functionality swiftly.

High Priority Issues

Expected Resolution Time: Resolution or significant update within 4 hours during business hours. Examples:

  • WooCommerce Payment Glitches: Issues in processing payments or payment gateway errors.
  • Faulty Product Pages: Critical product information not displaying or incorrect information that could affect sales.
  • Intermittent Downtime: Occasional website unavailability or significant slowdowns.
  • Backend Errors: Functional issues in the WordPress backend that impede content management or site administration.

These issues are critical but not site-stopping and are treated with high urgency to prevent potential loss of business or negative user experiences.

Medium Priority Issues

Expected Resolution Time: Resolution or substantial progress within 24 hours. Examples:

  • Plugin Conflicts: Newly updated or installed plugins causing non-critical errors.
  • Styling Issues on New Posts or Pages: Visual inconsistencies or errors appearing in new content.
  • SEO Configuration Issues: Problems with SEO tools or incorrect metadata affecting search visibility.
  • Email Delivery Delays: Non-urgent issues with email deliverability or formatting.

Addressed promptly, these issues are important for maintaining the smooth operation and professional appearance of your site.

Low Priority Requests

Expected Resolution Time: Complete resolution within 3 business days. Examples:

  • Content Updates: Scheduled changes such as replacing images, updating contact information, or adding blog posts.
  • Minor Aesthetic Changes: Adjustments to fonts, colors, or layout that do not affect user experience.
  • Analytics Reports Setup: Configuration or updates to analytics and reporting tools that are not time-sensitive.
  • General Website Consultations: Queries about potential enhancements or performance improvements.

These tasks are essential for ongoing site maintenance and improvement but can be scheduled without immediate urgency.

General Guidelines

  1. Service Requests: All issues should be reported through our support system, with a clear description and categorization of the urgency.
  2. Scheduled Maintenance: We will proactively communicate any planned maintenance, striving to minimize disruptions.
  3. Progress Updates: Regular communication will be maintained to keep you informed of the status of your issues.
  4. Scope of Services: This SLA covers ongoing support and maintenance. New feature development or complete redesigns are managed separately.

For assistance, please contact our support team at [email protected] or call us at (602) 600-0959. We are dedicated to ensuring your website operates smoothly and efficiently.