THE MANAGEMENT SERVICE-LEVEL AGREEMENT APPLIES TO MANAGED WORDPRESS SELF-HOSTED, MANAGED WORDPRESS HOSTED, AND MANAGED WORDPRESS ADVANCED PLANS
SCOPE: Smashstar Media holds the responsibility of: Maintaining updates to WordPress, WordPress plugins, and WordPress themes; Monitoring uptime, performance, security, SEO rankings (with applicable plans), and WooCommerce sales data (with applicable plans); Providing monthly reports (through email) that include management history, work done by our team, SEO rankings (with applicable plans), and WooCommerce sales data (with applicable plans); Resolving conflicts between tested and compatible WordPress themes and plugins; Moderating spam comments and user accounts (with applicable plans).
GUARANTEES: Our team guarantees that: Support requests made through email or SMS to be answered within 60 minutes during regular business hours; Account holders or designated contacts will be notified of site downtime lasting more than 1 hour.
PAYMENT: Management plans are billed monthly or annually. Please refer to the Payment Policy below. Management plans with an overdue balance greater than 30 days may result in the freezing of related accounts. Frozen accounts may result in limited service (including reports, updates, backups, and scans) until payment has been made. Management plans with an overdue balance greater than 60 days will result in termination of the management service. There is no guarantee of data recovery after termination of any management service.