Our WordPress support SLA
This service level agreement sets out what you can expect from WebsiteAdmin: how quickly I respond, when support is available and what each care plan covers. It’s in plain English and forms part of our Terms of Service.
At a glance
- Within 4 hours
- Critical issues acknowledged
- Next business day
- Standard requests acknowledged
- Mon–Fri, 9:00–17:30
- Support hours, UK time, excluding bank holidays
- 24/7 monitoring
- On every plan, with out-of-hours response on Premium
Response times
Every request is given a priority, so the problems that stop you trading are dealt with first. Send requests to support@websiteadmin.co.uk.
Critical priority
Your website is offline, checkout or payments are failing, or a security breach has been found that stops you trading.
- Acknowledged within 4 hours during support hours.
- I keep working until the problem is resolved or contained.
- Out-of-hours response on Premium and the Emergency Out-of-Hours add-on.
Standard priority
Content updates, small layout changes, plugin settings and general questions that don’t stop your site working.
- Acknowledged by the next business day.
- You’ll hear how long it will take, and get updates until it’s done.
- Content edits come out of your plan’s monthly allowance.
What each plan includes
The service levels on each care plan. See plans and pricing for everything else that’s included.
| Service level | Essentials | Growth | Premium |
|---|---|---|---|
| Support hours | Mon–Fri, 9:00–17:30 | Mon–Fri, 9:00–17:30 | Mon–Fri, 9:00–17:30 |
| Critical issues acknowledged | Within 4 hours | Within 4 hours | Within 4 hours |
| Standard requests acknowledged | Next business day | Next business day | Next business day |
| Out-of-hours cover for critical issues | +£25/mo add-on | +£25/mo add-on | Included |
| 24/7 uptime monitoring | Included | Included | Included |
| Off-site backups | Daily | Daily | Hourly |
| Core, plugin & theme updates | Included | Included | Included |
| Content edits per month | 15 mins | 30 mins | 60 mins |
| Monthly performance report | — | Included | Included |
| Hack clean-up guarantee | — | — | Included |
What a WordPress SLA should include
Whether you choose WebsiteAdmin or someone else, a WordPress support SLA should answer these eight questions clearly. If it doesn’t, ask before you sign.
1. Response times, separate from resolution times
How quickly someone acknowledges your problem and starts on it. Nobody can honestly promise a fix time for every problem, so be wary of SLAs that do.
2. Priority levels
A clear definition of what counts as critical (site down, checkout broken, hacked) versus routine, with a faster response for critical issues.
3. Support hours and out-of-hours cover
When support is actually available, which time zone that’s in, and whether anyone responds to emergencies at night and weekends.
4. Backups and restores
How often backups run, where they’re stored (off-site, not just on the same server), how long they’re kept and how quickly a site can be restored.
5. Updates and security
Who updates WordPress, plugins and themes, how often, and what happens if an update breaks something.
6. Monitoring and uptime
Whether your site is monitored around the clock, and, if hosting is included, the uptime target and what’s excluded from it.
7. Reporting
What you’ll be told each month about the work done, so you can see what you’re paying for.
8. Exclusions and exit terms
What isn’t covered, how to cancel, and how you get your site and data back if you leave.
Service definitions
Business hours
09:00 to 17:30 UK time, Monday to Friday, excluding bank holidays in England. Standard requests received outside these hours are picked up the next business day.
Uptime target
For sites on our managed hosting add-on, we aim for 99.9% monthly uptime, excluding planned maintenance, which is scheduled for quiet periods wherever possible.
Not covered
Outages at third-party services or hosts we don’t manage, problems caused by changes made by someone else, and new development work such as new pages or features, which is quoted separately.
SLA questions
What’s the difference between response time and resolution time?
Response time is how quickly I acknowledge your request and start work. Resolution time is how long the fix takes, which depends on the problem. For critical issues I keep working until the problem is resolved or contained.
What counts as a critical issue?
Your website is offline, customers can’t check out or pay, or there’s a security breach that stops you trading. Everything else, such as content changes, layout tweaks or plugin questions, is a standard request.
What happens outside business hours?
Uptime monitoring runs 24/7 on every plan. On Premium, or with the Emergency Out-of-Hours add-on, critical issues get a response outside business hours too. Standard requests sent outside business hours are picked up the next business day.
Do you offer custom SLAs?
Yes. If you run several sites or a high-traffic platform and need different response times or cover, get in touch and we can agree terms that fit.
Is this SLA part of my contract?
Yes. It forms part of our agreement together with our Terms of Service and the plan you sign up to.