Our Commitment to Your Website
Reliability is at the heart of everything we do. This Service Level Agreement outlines the professional standards you can expect from WebsiteAdmin.co.uk for WordPress maintenance and support.
Response Time Framework
We categorise all support requests to ensure the most critical issues are addressed with immediate urgency.
Critical Priority
Website is offline, checkout is failing, or a major security breach has been identified that prevents business operations.
- check_circle 4-hour response time for initial acknowledgement.
- check_circle Continuous working until the primary issue is mitigated.
Standard Priority
Content updates, minor layout adjustments, plugin configuration, or general technical queries that do not stop site usage.
- check_circle Next-business-day response for all standard enquiries.
- check_circle Regular progress updates via our UK-based support portal.
Service Definitions
Detailed terms governing our professional relationship and service delivery standards.
BUSINESS HOURS
Our core operational hours are 09:00 to 17:30 GMT, Monday to Friday, excluding UK Bank Holidays. Support provided outside of these hours for non-critical tasks may be subject to different scheduling.
UPTIME GUARANTEE
For clients on our managed hosting plans, we aim for a 99.9% monthly uptime. This excludes scheduled maintenance windows which are typically performed during low-traffic periods.