Support & Upgrades SLA

You agree that our continued provision of services to you, and your continued use of them, represent your agreement to be bound by our terms and conditions of service.

Last Updated 07/02/2024

Please take your time to read through this information carefully and contact us if you have any questions.

1. Service Overview

Voteq Solutions commits to providing ongoing support and upgrades as part of the WordPress Care Plans, designed to ensure the optimal performance, security, and functionality of the Client’s WordPress website(s). This includes, but is not limited to:

Regular software updates (WordPress core, themes, and plugins)
Security monitoring and enhancements
Performance optimizations
Technical support and troubleshooting

2. Service Availability

Voteq Solutions guarantees a response time of [XX hours/minutes] during normal business hours ([specify hours] [specify time zone]) for support requests submitted via [preferred method, e.g., email, support ticket].

Outside of these hours, support requests will be collected and prioritized for the next business day.

3. Scheduled Maintenance

Scheduled maintenance refers to any pre-planned downtime or service interruptions necessary for upgrades or service improvements. Clients will be notified [XX days/hours] in advance of scheduled maintenance. Voteq Solutions strives to minimize any impact on service availability and will schedule such activities during off-peak hours, wherever possible.

4. Emergency Maintenance

In the event of critical issues necessitating emergency maintenance, Voteq Solutions may be required to perform unscheduled maintenance. Clients will be notified as promptly as possible under the circumstances. Efforts will be made to minimize downtime and restore services to full functionality urgently.

5. Support Requests

Clients can submit support requests through the following channels: [detail channels e.g., support ticket system, email]. Voteq Solutions will categorize and prioritize requests based on their nature and urgency:

Critical: impacting significant aspects of operation. Response within [XX hours/minutes].
High: significant functionality issues with moderate impact. Response within [XX hours].
Medium: minor functionality issues with low impact. Response within [XX business days].
Low: general inquiries or non-urgent issues. Response within [XX business days].

6. Exclusions

This SLA does not cover issues resulting from:

Client’s misuse, neglect, or unauthorized alterations to the website.
Third-party services not managed by Voteq Solutions.
Acts of God, natural disasters, or other force majeure events.

7. Service Credits

If Voteq Solutions fails to meet the guaranteed response times as outlined in this SLA, the Client is eligible for service credits towards their next billing cycle. The credit amount will be calculated as follows: [detail credit calculation method].

8. SLA Review and Amendment

This SLA is subject to annual review or sooner in response to significant service changes. Amendments may be made by mutual agreement between the Client and Voteq Solutions, documented in writing.

9. Contract Termination

9.1. Under the terms of the Data Processing Agreement (DPA), Voteq agrees to maintain records of its security standards and provide the necessary information to demonstrate compliance with the agreement. Upon written request by the Customer, Voteq will make the relevant information available for audit or inspection purposes, with reasonable prior notice of at least 30 days. Audits or inspections should not be conducted more than once in a 12-month period, unless exceptional circumstances arise. If Voteq refuses a valid audit or inspection request, the Customer retains the right to terminate the DPA and associated services.

13. Annex 2 - Security Measures

Available upon request.

Are you in need of some help?

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