WordPress Support Charter

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What we'll do

Your responsibilities

Service Level Agreement (SLA)

We monitor both our network and server hardware 24/7 in case of emergency faults. Our engineering team are on standby around the clock every day of the year to attend to any serious error affecting the server that hosts your site or our network connectivity.

If your site becomes unavailable due to hardware or network downtime we will immediately respond and begin to correct the issue. For every hour that your site is unavailable for these reasons we will offer you a 10% service credit, up to 100% of the value of your monthly hosting charge.

If an error occurs on your WP VPS due to a software change, be it a plugin update, change to WordPress core, your own code update or otherwise, the SLA does not apply. We will still do everything we can to get you back up and online as fast as possible though.

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