Service-level agreement
Clear response and delivery targets for every package. No vague promises.
Last updated: October 28, 2026
Response and delivery by package
| Package | First response | Delivery | Support |
|---|---|---|---|
| Verify & Check | 48 hours | 48 hours after access | Email support during engagement |
| Rapid Patch | 48 hours | 48 hours after access | Email support during engagement |
| Secure & Protect | 24 hours | 24 hours after access | 30 days post-delivery |
| Total Shield | 24 hours | Same-day start | 90 days post-delivery |
| Enterprise Response | Same-day | Same-day start | SLA by agreement |
| Care plans | 24 hours (business days) | Ongoing | Priority support, monthly scans |
1. First response
"First response" means a named engineer acknowledges your case, confirms access is received, and provides an initial assessment. Response times are measured from the moment we receive both your payment and server access. If access is incomplete or credentials are invalid, the clock pauses until we receive working access.
2. Delivery estimates
Delivery times listed on package pages (e.g., "48 hours after access") are estimates, not guarantees. Actual delivery may vary based on site complexity, hosting provider response times, access quality, and the scope of changes required. We will keep you informed of progress at each stage of the workflow.
3. Care plan support
Monthly care plans include priority email support with a 24-hour first-response target during business days (Monday–Friday). PHP version monitoring, security update alerts, and monthly check-ins are included. Emergency patching for newly released PHP security fixes is prioritized for care plan customers.
4. Uptime and availability
Our client portal and scan tools target 99.5% uptime. Scheduled maintenance is announced at least 48 hours in advance. We are not liable for downtime caused by our infrastructure provider (Supabase) or your hosting provider. If our portal is unavailable for more than 4 hours due to our fault, we will extend your care plan by the affected duration.
5. Communication
All case communication happens through the ticket system in your client portal or via email. We do not provide phone support except for Enterprise Response customers. You will receive status updates at each workflow stage: access received, backup done, patching, testing, and report delivered.
6. Escalation
If you are not satisfied with the progress or quality of work, escalate in this order: (1) your named engineer, (2) the lead engineer via the contact page with "Escalation" in the subject, (3) formal dispute resolution per our Terms of Service. We aim to resolve escalations within 48 hours.
7. Exclusions
SLA targets do not apply when delays are caused by: incomplete or invalid server access, hosting provider limitations, third-party plugin or theme conflicts outside our scope, customer decision to delay work, or force majeure events (natural disasters, network outages beyond our control).