Service Level Plans
| Features | Frequency | Tier 1$250/mo | Tier 2$500/mo | Tier 3$1,000/mo |
|---|---|---|---|---|
Included Hours | ||||
| Support & Maintenance Work (not new features) | Monthly | 1 | 2 | 4 |
Support | ||||
| Quarterly Business Review ("QBR") | Quarterly | |||
| Custom Dashboard Report | Daily | |||
| Dedicated Project Manager | Daily | |||
| Priority Support (front of the line) | Daily | |||
Health Check Monitoring | ||||
| Monitor server uptime and performance | Daily | |||
| Verify essential alerts are being monitored | Monthly | |||
| Confirm cron jobs or automated tasks run correctly | Monthly | |||
| Review and update downtime monitoring/alerts are active | Monthly | |||
| Review 3rd Party webhook automations | Quarterly | |||
CMS & Platform Updates | ||||
| Keep essential code up-to-date (core platform, themes, plugins/extensions) | Monthly | |||
| Remove unused plugins/themes/modules | Quarterly | |||
| Custom code is documented and version-controlled | Yearly | |||
Core Functionality & Performance | ||||
| Test all forms (contact, quote, newsletter, etc.) | Monthly | |||
| Confirm search functionality returns expected results | Monthly | |||
| Check page load times and Core Web Vitals (LCP, FID, CLS) | Quarterly | |||
| Confirm consistent design elements | Quarterly | |||
| Confirm error pages are customized and helpful | Yearly | |||
| Check for browser & device compatibility | Yearly | |||
| Validate all critical user journeys (signup, checkout, login, etc.) | Yearly | |||
Baseline Accessibility Audits | ||||
| Validate alt text for all images | Quarterly | |||
| Ensure font sizes and contrast meet accessibility guidelines | Yearly | |||
| Run accessibility scan (WCAG 2.1 compliance) | Yearly | |||
| Test keyboard navigation and screen reader compatibility | Yearly | |||
Email, Forms, and Communication | ||||
| Confirm transactional emails are sending correctly | Monthly | |||
| Test opt-ins for GDPR compliance | Quarterly | |||
| Confirm CAPTCHA/anti-spam measures | Quarterly | |||
| Validate email deliverability (SPF, DKIM, DMARC) | Yearly | |||
Hosting Management | ||||
| Review disk space and bandwidth usage | Monthly | |||
| Check SSL, CDN, and DNS configuration | Quarterly | |||
| Monitor and review error logs and slow queries | Monthly | |||
| Verify PHP version and server software | Yearly | |||
Security | ||||
| SSL certificate is valid and up-to-date | Daily | |||
| Verify automated backups are running | Weekly | |||
| Scan for malware and vulnerabilities | Monthly | |||
| Review server and application error logs | Monthly | |||
| Review firewall and security plugin rules | Quarterly | |||
| Enable/verify and audit two-factor authentication | Yearly | |||
| Run vulnerability scans & preform / review security reports | Quarterly | |||
SEO & Analytics | ||||
| Confirm analytics tracking is active | Weekly | |||
| Review Google Search Console | Monthly | |||
| Monitor keyword rankings | Monthly | |||
| Review sitemap.xml and robots.txt | Quarterly | |||
| Confirm meta titles and descriptions are present | Quarterly | |||
| Review URL structure and internal linking strategy | Yearly | |||
| Run SEO audit for on-page issues | Quarterly | |||
| Review & validate schema markup | Yearly | |||
Ready to get started?
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Standard Support
Minimum 1-hour billing increment per request
(Included with Hosting)
- Portal Access
All Support requests must be submitted through our ticketing queue.
- Response / Resolution Time
Response within 1 business day, 3-5 business days for standard issue resolution.
- Scope
Best-effort support based on queue order.
- Communication
No dedicated project manager; all updates via support tickets only. Support is reactive only. No active monitoring, no proactive updates and/or patching.
FAQs
A Service Level Agreement (SLA) defines the level of service you can expect, including uptime guarantees, response times, and support availability. Choosing an SLA plan ensures your website or application stays secure, reliable, and fully monitored around the clock.
Each SLA tier includes guaranteed response and resolution windows. For example, our Tier 1 SLA Plan offers a 1‑hour response and 4‑hour resolution time, while Tier 4 SLA Plan provides 4‑hour response and 24‑hour resolution for less critical needs.
We back our SLA tiers with industry‑standard uptime guarantees: Tier 1 includes a 99.99% uptime guarantee, Tier 2 offers 99.95%, Tier 3 provides 99.9%, and Tier 4 ensures 99.5%. Each plan monitors uptime 24/7 with automated alerts.
Absolutely. All SLA tiers feature security monitoring and regular patch management. Higher tiers include daily vulnerability scans and proactive patch deployments, while entry‑level tiers deliver monthly security updates.
Yes. We offer flexible SLA plan management: upgrade or downgrade your Service Level Agreement tier at any time with prorated billing adjustments to match your evolving business needs.
Our SLA support channels range from email and ticketing for Tier 4, to 24/7 phone, chat, and dedicated account manager access for Tier 1 plans. Each tier clearly outlines available contact methods and support hours.
SLA pricing is billed monthly or annually, with discounts for annual commitments. We accept all major credit cards, ACH, and invoice payments. Transparent pricing ensures no hidden fees.
Our SLA includes service credits if we miss guaranteed response, resolution, or uptime metrics. Details are outlined in the full SLA documentation, ensuring accountability and trust in your SLA plan.