What is your Service Level Agreement (SLA)?

Our goal is for your website to be up at all times, and available to your customers 24/7/365. However, this may not always be possible.

There are two categories of outages that we recognize: provider-caused outages and infrastructure outages.

A provider-caused outage is an outage that we cause due to a mistake, misconfiguration or other issue. We are human and we sometimes make mistakes. When we do, we have monitoring in place to catch, identify and mitigate these issues as quickly as possible. When we are notified, we will immediately work to resolve the outage as quickly as possible. For outages caused by error or omission, we offer an SLA of 99.5%.

An infrastructure outage is a more widespread outage affecting the underlying infrastructure that WPConcierge runs on. While our hosts are premium providers, they are not immune from network or hardware issues, and may, from time to time, go offline. When this happens, we will be immediately notified and identify the source of the issue. If we determine that an infrastructure outage is taking place, we will file a ticket with the appropriate infrastructure provider. Our SLA is based on the SLA provided to us by the infrastructure provider and varies based on the service that experiences an interruption. In all cases, we will pass on any discounts received from the infrastructure provider to you directly for outages.