Service Level Agreement

This document defines the exact response, maintenance, and service commitments we make to customers on active care plans. These commitments are incorporated into our Terms of Service by reference at vimsy.io/terms.

These are not aspirational targets. They are the windows we are contractually held to.

Every plan has a defined response time for standard support and a separate, shorter window for emergencies. If your site goes down or is hacked, you have a guaranteed emergency response window — not "as soon as possible." The faster you need us, the higher your plan. Every plan includes real development hours, a 14-day money-back guarantee, and no setup fee.

For the purposes of this SLA:

"Response"

"Emergency"

• 

  Complete inaccessibility of the public-facing site (HTTP 500, 503, blank screen, white screen of death)

• 

  Complete inaccessibility of the WordPress admin dashboard

• 

  Active confirmed malware infection or Google/search engine security flag

• 

  Non-functional checkout or payment process on an ecommerce site

Issues not meeting the above definition — including single broken elements, cosmetic errors, plugin warnings, or slow load times — are handled under standard support response times.

"Business hours"

"SLA Active"

Performed on every managed site on the schedule below, regardless of plan tier.

Every plan includes real development time each month. These hours are for tasks submitted by you — content updates, plugin configuration, layout adjustments, minor fixes, and small integrations. No extra invoice. No approval process beyond submitting the task.

Work that would exceed your included hours in a given month will be estimated and approved by you in writing before we proceed. You will never be charged for development work you have not explicitly approved.

We take these commitments seriously and track our performance against them. If we fail to meet a stated response time:

For all plans

For Press Scale emergency response misses specifically

SLA commitments take effect upon completion of onboarding, not at the moment of signup. Onboarding is required to ensure your site is in a baseline state that allows us to maintain our commitments.

Maximum onboarding window: 5 business days from signup, provided you grant access within 24 hours of our request. If access is delayed beyond 24 hours, the onboarding clock pauses until access is granted.

If your site requires significant remediation before it can be maintained (e.g., critical PHP version, severe malware, catastrophic plugin conflicts), we will notify you within 24 hours of initial review, explain what is required, and agree a remediation plan before standard SLA commitments apply. Remediation will be quoted separately.

All managed sites are monitored for uptime continuously. On a downtime event:

The following conditions are outside the scope of care plan SLA commitments:

Third-party infrastructure failures

Client-initiated changes

Third-party plugin or theme breaking changes

Pre-existing conditions

Force majeure events

Suspended accounts

We may update this SLA from time to time. Changes that improve commitments take effect immediately. Changes that reduce commitments will be communicated by email at least 30 days before taking effect. You may cancel your plan without penalty during that notice period if you do not accept the changes.

To submit a support request or declare an emergency:

Email

[email protected] (subject line "EMERGENCY — [site URL]" for urgent issues)

WhatsApp

+1 (307) 888-9783 (Press Scale customers for emergencies; all customers for billing questions)

Live Chat

Available at vimsy.io (Press Pro and Scale)

For billing questions, cancellations, or account changes: email [email protected] with your registered email address in the subject line.