Service Level Agreement

Web-Reliability.US Effective date: March 2026 Operated by: Pieter Fourie — sole proprietor

1. Service Scope

Web-Reliability.US provides the following remote services to US-based clients:

• WordPress maintenance, monitoring, backup management, and security hardening (standalone plans)
• Managed WordPress hosting — private US VPS infrastructure plus full WordPress management (hosted plans)

Base web hosting is not included in standalone maintenance plans unless separately contracted as a Managed Hosting arrangement.

2. Onboarding & Payment

Services commence following:

1. Submission of the contact form with plan selection
2. Receipt and completion of the payment link issued by the engineer
3. Completion of the 48-hour onboarding process

No automated checkout is used. Payment links are issued manually via email or WhatsApp following form submission. Service activation occurs after payment is confirmed.

3. Response Times

Response time refers to engineer acknowledgement of a support request, not guaranteed resolution time. Resolution time varies depending on the nature and complexity of the issue.

Business hours are not strictly enforced — monitoring is continuous. Response time SLAs apply to support requests initiated by the client.

4. Uptime Monitoring

Uptime monitoring is included on Pro and Premium plans, and on all Managed Hosting plans.

• 24/7 automated monitoring is active from US-based infrastructure
• HTTP, ping, and keyword checks run at 1-minute intervals
• Downtime alerts are triggered automatically and investigated by the engineer

Web-Reliability.US does not guarantee 100% uptime. Where the client’s site is hosted on third-party infrastructure, hosting availability is outside our direct control. Uptime guarantees apply only to sites hosted on our managed infrastructure under a Managed Hosting plan.

5. Backups

Backup frequency is determined by plan tier:

Backups are created, stored, and verified as part of service delivery. Restore capability is tested during onboarding and confirmed in writing.

Web-Reliability.US is not responsible for failures originating from third-party backup storage providers or hosting-level infrastructure failures beyond our control. Clients on standalone plans remain responsible for maintaining hosting-level redundancy with their own provider.

6. Security

Web-Reliability.US implements best-practice WordPress security configurations including file permission hardening, login protection, header configuration, and malware monitoring.

We do not guarantee protection against:

• Zero-day vulnerabilities in WordPress core, plugins, or themes
• Exploits introduced via third-party plugins or themes
• Targeted attacks on client infrastructure
• Compromise originating from the client’s hosting provider

Security hardening reduces risk. It does not eliminate it.

7. Limitation of Liability

Web-Reliability.US is not liable for:

• Business revenue loss or lost profits arising from downtime or security incidents
• Data loss beyond the scope of the managed backup schedule
• Hosting provider outages, failures, or security incidents
• Third-party service failures outside our control
• Consequential, indirect, or incidental damages of any kind

Total liability in any billing period is limited to the amount paid by the client for that billing month.

8. Cancellation

Plans are billed monthly. There are no lock-in contracts and no cancellation fees.

• Clients may cancel at any time via email or WhatsApp
• Service remains active until the end of the current billing cycle
• No partial-month refunds are issued except under the 30-day money-back guarantee applicable to new clients in their first billing month
• Upon cancellation of a Managed Hosting plan, the engineer will assist with migrating the site to client-nominated hosting infrastructure

9. Client Responsibilities

The client is responsible for:

• All website content and its legal compliance
• Compliance with their hosting provider’s terms of service (standalone plans)
• Valid licensing for all themes and plugins in use
• Maintaining accurate contact information for support and billing communication
• Providing necessary access credentials during onboarding and when required for incident response
• Notifying the engineer promptly of any known security incidents or access changes

10. Governing Law

This agreement is governed by the laws applicable to the client’s jurisdiction within the United States. Disputes will be resolved in good faith between the parties before any formal process is initiated.

11. Amendments

Web-Reliability.US reserves the right to update this SLA. Clients will be notified of material changes via email with a minimum of 14 days notice before changes take effect. Continued use of the service after the effective date constitutes acceptance.

Questions regarding this agreement:

📧 [email protected]

💬 WhatsApp