Service Conditions

This page covers the specific service conditions, SLAs, communication expectations, and operational details for WPOPS maintenance retainers.

1. Onboarding

After subscribing, you will receive an onboarding email within 1 business day requesting:

• WordPress admin login credentials
• Hosting provider and login details
• Any specific site notes or known issues

Maintenance begins once we have received and verified access. Setup typically takes 1-2 business days.

2. Update schedule

WordPress core updates:

Minor versions deployed within 7 days of release. Major versions reviewed, tested on staging, and deployed within 14 days unless a conflict is identified.

Plugin updates:

Reviewed weekly. Updates with security patches deployed within 48 hours. Regular updates deployed within 7 days after changelog review.

Theme updates:

Reviewed monthly. Tested on staging before production deployment.

All updates tested for conflicts before going live on your production site.

3. Backup policy

• Daily automated backups on all plans
• Backups stored off-site (not on your server)
• 30-day backup retention
• Restore available on request within 1 business day
• Backup verification performed monthly

4. Response times

Care plan:

• General support: response within 1 business day
• Site down: response within 4 business hours

Perform plan:

• General support: response within 4 business hours
• Site down: response within 2 business hours
• Priority queue for all tickets

White Label and White Label + Edits:

• Same as Perform
• Dedicated partner communication channel
• Branded reports delivered within 3 business days of month end

Response times apply during business hours (Monday to Friday, 9am to 6pm EST). Critical incidents (site completely down) are monitored outside business hours on Perform and above.

5. Communication

Monthly reports:

Sent within 5 business days of month end. Reports include: updates applied, backup status, uptime summary, security scan results, and performance snapshot.

Incident communication:

If we identify a problem on your site, we will notify you by email before taking action unless the issue is critical (site down, active security breach) in which case we act first and notify immediately after.

Support channel:

All support handled via email at hello@wpops.net or through the client portal at wpops.net/my-account.

6. Scope of maintenance

Included in all plans:

• WordPress core, plugin, and theme updates
• Daily off-site backups with restore support
• Uptime monitoring
• Monthly report
• Email support

Included in Perform and above:

• Malware scanning and removal
• Security hardening
• Core Web Vitals monitoring
• Priority response

Included in White Label and above:

• Branded PDF and email reports
• White label partner hub access
• Multi-site management dashboard

Not included in any plan:

• New feature development
• Design changes
• Content writing
• Third party integrations requiring development work
• Migration to new hosting (quoted separately)

Out-of-scope work is available as quoted one-off projects. Contact hello@wpops.net for a quote.

7. Client responsibilities

To allow us to deliver services effectively, you agree to:

• Maintain valid payment on file
• Provide accurate site access credentials
• Notify us of planned major changes (redesigns, migrations, new integrations)
• Respond to requests for information within 3 business days
• Not make major plugin or theme changes without notifying us

8. White label specific conditions

For White Label and White Label + Edits clients:

• You are responsible for your client relationships
• We will not contact your clients directly without your permission
• Branded reports use your provided logo and colours
• You are responsible for setting client expectations around response times and scope
• Resale pricing to your clients is at your discretion

9. Unlimited edits add-on conditions

The Unlimited Edits add-on ($30/month) covers:

• Text and copy changes
• Image swaps and additions
• Banner and header updates
• Contact information changes
• Minor CSS adjustments
• Blog post formatting and publishing

Not covered by unlimited edits:

• New page creation requiring development
• Plugin installation and configuration
• WooCommerce product management at scale
• Structural layout changes
• Custom functionality development

Edit requests submitted via the client portal. Turnaround: 1-2 business days per request.

10. Service modifications

We reserve the right to modify service delivery methods, tools, and processes while maintaining the same level of service described in your plan. We will notify you of any significant changes to how your service is delivered.

Contact

For questions about service conditions:

Email: hello@wpops.net
Website: wpops.net/contact