Service Level Agreement

Effective Date: January 1, 2025
Last Updated: January 1, 2025

This Service Level Agreement ("SLA") describes the service commitments Vimsy makes to our clients for WordPress maintenance and support services. This SLA applies to all active WordPress Care Plans and support services.

1. Service Availability

1.1 Uptime Guarantee

We guarantee 99.9% uptime for all monitoring and maintenance services. This excludes:

• Scheduled maintenance windows (announced 48 hours in advance)
• Issues caused by third-party hosting providers
• Force majeure events beyond our reasonable control
• Client-initiated changes or updates

1.2 Monitoring

All WordPress Care Plan sites receive 24/7 uptime monitoring with checks every 5 minutes. We'll be notified immediately if your site goes down and will begin investigating within the response times outlined below.

2. Response Times

Response times vary based on your plan level and issue severity:

2.1 Press Lite Plan

• Critical Issues: 4 business hours
• High Priority: 8 business hours
• Normal Priority: 24 business hours
• Low Priority: 48 business hours

2.2 Press Pro Plan

• Critical Issues: 2 business hours
• High Priority: 4 business hours
• Normal Priority: 12 business hours
• Low Priority: 24 business hours

2.3 Press Elite Plan

• Critical Issues: 1 hour (24/7)
• High Priority: 2 business hours
• Normal Priority: 8 business hours
• Low Priority: 12 business hours

2.4 Issue Severity Definitions

• Critical: Site is completely down or major security breach
• High: Significant functionality broken, affecting user experience
• Normal: Minor bugs or issues with limited impact
• Low: Cosmetic issues, feature requests, or general questions

3. Maintenance Services

3.1 Updates

We perform WordPress core, plugin, and theme updates according to the following schedule:

• Security Updates: Within 24 hours of release
• Minor Updates: Within 7 days of release
• Major Updates: Within 14 days of release (after testing)

3.2 Backups

All plans include automated daily backups with the following retention:

• Press Lite: 30-day retention
• Press Pro: 60-day retention
• Press Elite: 90-day retention

3.3 Security Monitoring

We provide continuous security monitoring including:

• Malware scanning (daily)
• Vulnerability detection
• Firewall protection
• Login attempt monitoring
• File integrity monitoring

4. Support Channels

4.1 Available Channels

• Email: [email protected] (all plans)
• Phone: +1 (501) 248-8372 (Press Pro and Elite only)
• Emergency Hotline: Available 24/7 for Press Elite clients

4.2 Business Hours

Standard business hours are Monday through Friday, 9:00 AM to 6:00 PM EST, excluding US federal holidays. Press Elite plans receive 24/7 support for critical issues.

5. Service Credits

5.1 Uptime Credits

If we fail to meet our 99.9% uptime guarantee in any calendar month, you may be eligible for service credits:

• 99.0% - 99.9% uptime: 10% credit
• 95.0% - 98.9% uptime: 25% credit
• Below 95.0% uptime: 50% credit

5.2 Response Time Credits

If we fail to meet our response time commitments for critical issues, you may receive a 10% service credit for that month.

5.3 Claiming Credits

Service credits must be requested within 30 days of the incident. Credits are applied to future invoices and do not exceed 50% of monthly fees.

6. Exclusions and Limitations

6.1 Out of Scope

This SLA does not cover:

• Issues caused by third-party services or hosting providers
• Problems resulting from client modifications or custom code
• Downtime during scheduled maintenance windows
• Issues outside our control (DNS, hosting, CDN failures)
• Custom development work (quoted separately)

6.2 Client Responsibilities

Clients are responsible for:

• Providing accurate contact information
• Maintaining valid payment methods
• Providing necessary access credentials
• Responding to our communications within 48 hours
• Informing us of any site changes or customizations

7. Emergency Support

7.1 Emergency Services

For critical site emergencies outside your plan coverage, we offer emergency support at $149/hour with a 1-hour minimum. Emergency support is available 24/7 for all clients.

7.2 Emergency Response

Emergency support requests receive priority handling with response within 1 hour, regardless of plan level.

8. Performance Standards

8.1 Page Speed

We optimize for fast page load times and aim to maintain:

• Google PageSpeed score of 80+ (mobile and desktop)
• Core Web Vitals in "Good" range
• Page load time under 3 seconds on standard connections

8.2 Security Standards

We maintain security best practices including:

• SSL/TLS encryption
• Regular security audits
• Malware removal within 24 hours of detection
• Security hardening and firewall configuration

9. Reporting and Communication

9.1 Monthly Reports

Press Pro and Elite clients receive monthly reports including:

• Uptime statistics
• Updates performed
• Security scan results
• Performance metrics
• Support ticket summary

9.2 Incident Communication

For any critical incidents, we provide:

• Immediate notification of the issue
• Regular status updates during resolution
• Post-incident report within 48 hours

10. Changes to This SLA

We may update this SLA from time to time. We'll notify active clients of any material changes at least 30 days in advance via email. Continued use of our services after changes take effect constitutes acceptance of the updated SLA.

11. Contact Information

For questions about this SLA or to report service issues:

• Email: [email protected]
• Phone: +1 (501) 248-8372
• Emergency Support: Available 24/7 via phone