Service Level Agreement

This agreement is a contract between easyPress and you, easyPress’s customer for the service of WordPress managed web hosting. It defines our responsibility and the penalties we will pay if our responsibilities are not met.

Data Backup and Retention

easyPress performs a full backup copy of your database and website document root daily and retains each backup for at least 30 days.

Website Availability

easyPress will provide 100% availability to your website each month, excluding scheduled maintenance and upgrades. We are not responsible for the availability of networks outside of our control. The easyPress platform includes the servers, switches and routers that we, or our hosting partners, directly manage.

We will credit your account 5% of the monthly fee for each 60 minutes of website downtime, up to 100% of your monthly fee for the affected site.

Customer Support

easyPress provides customer support via phone, email, online form and user forums. Our goals is to respond to a newly created ticket within 2 hours of being submitted.

WordPress Upgrades

WordPress periodically releases maintenance updates. These are typically for significant bug fixes or security issues. Since these upgrades might have security implications, and because WordPress’s popularity makes it susceptible to an exploit being quickly released, we attempt to apply these upgrades as quickly as possible.

Our goal is to upgrade all websites within 6 hours of when a version addressing security issues is made publicly available. All sites will be upgraded no later than 24 hours from the time when the official announcement is made on the WordPress Project’s News blog.

Major releases provided by WordPress can significantly affect its compatibility with plugins and themes. Typically there are no security patches applied therefore the urgency to upgrade is lower. We will provide guidance via our announce mailing list of how the upgrades will eventually be applied to all websites hosted on the easyPress platform.

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