Service Level Agreement (SLA) for WP Support BC

Effective Date: September 13, 2025

This Service Level Agreement (“SLA”) outlines the level of service that WP Support BC provides to its clients. By using our hosting and related services, you agree to the terms described in this SLA.

1. Service Commitment

WP Support BC is committed to providing a reliable hosting environment with an uptime guarantee of 99.9% per month, excluding scheduled maintenance and circumstances beyond our reasonable control.

2. Coverage

This SLA applies to all customers who have an active hosting account with WP Support BC. It covers:

  • Network availability

  • Server uptime

  • Infrastructure performance

  • Technical support response times

3. Uptime Guarantee

We guarantee that our servers will be available 99.9% of the time in any given month, excluding the following:

  • Scheduled maintenance with prior notice.

  • Circumstances beyond our control (force majeure, DDoS attacks, Internet backbone failures).

  • Client-side issues such as misconfiguration, coding errors, or third-party application failures.

If uptime falls below 99.9% in a given month, clients may request service credits as outlined below.

4. Service Credits

If WP Support BC fails to meet the uptime guarantee:

  • 99.0% – 99.8% uptime: 10% credit of the monthly fee.

  • 95.0% – 98.9% uptime: 25% credit of the monthly fee.

  • Below 95.0% uptime: 100% credit of the monthly fee.

Conditions for Credits:

  • Credits must be requested within 30 days of the incident.

  • Credits will be applied to future invoices and cannot be refunded in cash.

5. Support Response Times

WP Support BC provides support through email and ticketing systems. Our target response times are:

  • Critical issues (server down, widespread outage): Response within 1 hour.

  • High priority issues (site unavailable, major functionality impacted): Response within 4 hours.

  • Normal issues (minor bugs, configuration requests): Response within 24 hours.

6. Scheduled Maintenance

From time to time, WP Support BC will perform scheduled maintenance to ensure stability and performance. We will make reasonable efforts to provide at least 24 hours’ advance notice.

7. Exclusions

This SLA does not apply to:

  • Issues caused by client negligence, misuse, or non-compliance with our Terms and Conditions.

  • Failures due to third-party services, plugins, or applications outside our control.

  • Circumstances covered under force majeure (natural disasters, strikes, large-scale network outages).

8. Limitation of Liability

The maximum credit available under this SLA is limited to 100% of the customer’s monthly hosting fee. WP Support BC is not responsible for indirect, incidental, or consequential damages resulting from downtime.

9. Amendments

WP Support BC reserves the right to amend this SLA at any time. Updates will be posted on our website, and continued use of our services constitutes acceptance of the revised SLA.

10. Contact Information

For questions about this SLA or to request service credits, please contact us:

WP Support BC

📧 Email: info@wpsupportbc.ca

📞 Phone: +1 (778) 800-0762

🌐 Website: https://www.wpsupportbc.ca/