Service Level Agreement.

SiteCare Plans:

• All SiteCare packages require a minimum three-month commitment. After this, the plan moves to a rolling monthly contract with a 30-day notice period. Charges listed are per calendar month and exclude VAT.
• We will respond to all support tickets within the SLA guidelines based on their priority.

Priority Categories & SLAs

• Outage Requests – Priority: Urgent – Response same working day* (instant support during office hours, Mon–Fri 9:00–17:30)
• Fix Requests – Priority: High – Response within 1–2 working days* (depending on your SiteCare plan)
• Task Requests – Priority: Normal – Response within 2–3 working days*
• Development Requests – Priority: Normal – Actioned within 3–5 working days* (subject to schedule and plan time)

*These times are guides. The amount of time required to action a request depends very much on the nature of the request. Note that requests for new development work are subject to scheduling in the studio.

Support Delivery & Usage

• We keep a record of all support requests and can provide a breakdown of usage monthly upon request
• Support time is monthly and does not carry over
• We install the WPMU DEV Hub plugin on your site to enable automated updates and issue monitoring. Monitoring features are only activated if you’ve opted in to our monitoring add-on.
• WordPress, plugin, and theme updates are carried out in line with your SiteCare plan using WPMU DEV Automate. Post-update checks are handled automatically via their built-in safe update system.
• If a task exceeds your monthly allowance, we will notify you and quote before proceeding
• Support is provided via Zendesk, email, or phone (calls that include instruction or consultation are chargeable)
• Site reports are sent monthly if you’ve opted into the SiteCare reporting add-on.
• If your site is not hosted by us, we are not responsible for server issues, but SiteCare time can be used to investigate

Exclusions & Requirements

• We do not support or continue SiteCare for sites containing offensive content
• We require access to your site and hosting account at all times
• We do not offer out-of-hours support

Your Commitments

• Notify us of any theme/plugin/template changes or third-party access
• Ensure strong passwords (min 8-character alphanumeric with symbols)
• Provide access to your GA and Search Console accounts
• Fair usage applies – we’ll notify you of consistent overuse to discuss upgrades or options
• Request work as needed — SiteCare is a reactive support service, not a proactive maintenance agreement

Procedure

• Every website is different, but our SLA terms are defined by the SiteCare plan you choose.
• The SLA details for your chosen SiteCare plan are included in your proposal and must be signed before your support contract begins.

Common Sense Clause

We work hard to deliver great support and proactively solve problems, even when unexpected issues arise. WordPress can be unpredictable, but our experienced team is here to help. We’re committed to making your website as effective as possible and will always communicate transparently when tasks require more time.

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