Last updated: 11/20/2025
This Service Level Agreement outlines our commitment to support quality, reliability, responsiveness, and service standards for WP Experts clients.
Support is available during normal business hours, Monday through Friday, excluding U.S. federal holidays.
Emergency-response procedures are available for critical issues depending on your plan level. Urgent security notifications may be sent outside business hours if necessary.
We aim to respond to support requests promptly. Typical response times are within one to two business days.
Critical issues, such as a website being offline or a confirmed security breach, receive priority attention and are addressed as quickly as possible, often the same business day.
These timelines are targets based on best effort and are not guaranteed time-to-resolution commitments.
All support requests must be submitted via a support ticket.
Requests made through other channels may not be tracked or prioritized.
This SLA applies to services included in your plan, which may include ongoing updates, maintenance, performance monitoring, security review, minor content updates, support troubleshooting, and platform consultation.
Work outside of plan scope — including custom development, redesigns, advanced SEO, migrations, or consulting not covered by your subscription — may require additional fees or a separate agreement.
If your site experiences a critical issue such as outage, critical security threat, or major performance failure, we prioritize recovery and stabilization.
Emergency or after-hours support, when available, may incur additional charges based on urgency and resource requirements unless covered by your plan tier.
Backup frequency and retention depend on your plan level. We assist with restorations when needed, but a complete backup guarantee is not implied. Clients are encouraged to maintain additional independent backups for redundancy.
We employ industry-standard tools and practices to monitor website security, performance, and uptime. While we work proactively to protect your website, no security system is guaranteed to prevent all incidents. We provide rapid response and remediation assistance when security issues occur.
This SLA does not cover hosting performance, third-party platforms, plugin or theme vendors, domain registrars, email services, content delivery networks, or other external systems outside WP Experts’ control. We assist with communicating with third-party providers when possible.
To ensure timely and effective support, clients must:
Provide necessary account and hosting access
Maintain active and valid licenses for commercial themes/plugins
Respond to WP Experts requests for information in a timely manner
Maintain secure passwords and follow security recommendations
Failure to meet these obligations may delay service delivery.
This agreement sets expectations for effort-based support response, not guaranteed resolution timelines. Issues arising from hosting failures, third-party software bugs, or client modifications may require extended resolution time or third-party involvement.
WP Experts may update this SLA periodically to reflect evolving services and best practices. Continued use of services constitutes acceptance of updated terms.
For support requests and SLA questions, email
[email protected]
