Terms of Service and Service Level Agreement (SLA)
Effective Date: June 2026 Company: WPTriage.com (“Company”, “we”, “us”, or “our”)
By accessing our website, purchasing our services, or providing us with access to your WordPress environment, you (“Client”, “you”) agree to be bound by the following Terms of Service. Please read these carefully, as they define the scope of our work, your responsibilities, and the limits of our liability.
1. Scope of Services and Support Boundaries
Our services are categorized into ongoing “Proactive Plans” and one-time “Surgical Interventions.” We operate on strict boundaries to ensure the highest quality of technical oversight.
1.1 Proactive Plans (The Safety Net & Ensured Runtime)
- Time Allocations: “The Safety Net” includes up to 30 minutes, and “Ensured Runtime” includes up to 90 minutes of dedicated senior developer time per month for minor edits, debugging, or compatibility adjustments.
- No Rollover: Unused developer time expires at the end of each billing cycle and does not roll over to the following month.
- Out of Scope: Time allocations cannot be applied to major feature development, complete site redesigns, or large-scale custom plugin coding. Such requests will be scoped and billed separately.
- Backups: “The Safety Net” provides monthly automated backups, and “Ensured Runtime” provides daily backups. WPTriage is not liable for any data, orders, or content lost between these scheduled backup intervals.
1.2 Surgical Interventions (Code Blue, Deep-Dive, The Quarantine)
- One-Time Resolutions: These services are strictly for the resolution of the specific issue outlined at the time of purchase (e.g., resolving a 500 fatal error, removing malware, or passing a Web Vitals audit).
- No Ongoing Warranty: Once a Code Blue or Quarantine intervention is marked as resolved and stabilized, our liability for that specific incident concludes. Subsequent breaks or re-infections caused by third-party plugins, weak client passwords, or compromised hosting environments are not covered for free and will require a new intervention or enrollment in a Proactive Plan.
1.3 Core Web Vitals Tuning Guarantees
- Our Systemic Prognosis and Core Web Vitals tuning services guarantee performance improvements based on the site’s state at the time of delivery. If the Client subsequently installs unoptimized plugins, uploads uncompressed media, or alters the caching configuration, the guarantee is voided.
2. Payment Terms and the “Stabilization Period”
2.1 Upfront Commitment for Proactive Plans To properly audit, secure, and stabilize a new environment, all Proactive Care Plans require a mandatory initial 3-month commitment, billed upfront as a one-time “Initial Stabilization Period” charge via PayPal.
2.2 Recurring Billing Following the conclusion of the 90-day stabilization period, services transition to a standard month-to-month recurring billing cycle. You may cancel this recurring subscription at any time prior to your next billing date.
2.3 Non-Refundable Services Due to the digital and labor-intensive nature of emergency debugging, system audits, and server optimization, all payments for Proactive Plans and Surgical Interventions are strictly non-refundable once work has commenced.
3. Client Responsibilities and Third-Party Assets
3.1 Software Licenses WPTriage utilizes open-source configurations where possible, but we do not provide, resell, or absorb the cost of premium third-party licenses (e.g., WP Rocket, premium themes, advanced security firewalls). The Client is solely responsible for purchasing and renewing all necessary third-party licenses. If a site breaks because a Client allowed a premium plugin license to expire, WPTriage is not liable.
3.2 Hosting Limitations WPTriage will optimize your software, database, and configurations to the highest possible standard. However, we cannot override physical hardware limits. If a site continues to crash due to inadequate server resources (e.g., severe CPU throttling on budget shared hosting), the Client must upgrade their hosting environment at their own expense.
4. Security, Access, and The Offboarding Protocol
4.1 Credential Handling We utilize secure, end-to-end encrypted vaults for credential sharing. Clients agree never to transmit plaintext passwords via standard email or chat.
4.2 Offboarding and Access Revocation Upon the completion of any one-time Surgical Intervention (Code Blue, Deep-Dive, or Quarantine), WPTriage adheres to a strict data-purging protocol. We will notify the Client that the task is completed and explicitly instruct the Client to revoke, rotate, or delete the temporary administrative and server passwords provided to us.
- Liability Waiver: WPTriage is completely absolved of any liability for subsequent security breaches, data loss, or unauthorized access if the Client fails to revoke or change their credentials after receiving our completion notice.
5. Limitation of Liability
5.1 Consequential Damages Under no circumstances shall WPTriage.com, its founder, employees, or contractors be held liable for any indirect, incidental, special, or consequential damages. This explicitly includes, but is not limited to:
- Lost revenue, lost profits, or lost sales due to WooCommerce/e-commerce downtime.
- Loss of data, SEO rankings, or brand reputation resulting from malware infections, server failure, or fatal code errors.
- Business interruption caused by incompatible third-party software updates.
5.2 Financial Cap In the event of any proven negligence or breach of contract on our part, WPTriage’s maximum total liability to the Client shall not exceed the total amount paid by the Client to WPTriage in the three (3) months immediately preceding the event giving rise to the claim.
5.3 Absolute Immunity from Hacks While our “Ensured Runtime” plan and “Quarantine” services implement robust defensive programming and hardening, no server connected to the internet is 100% immune to targeted attacks or zero-day vulnerabilities. WPTriage does not guarantee absolute immunity from future malware infections or hacking attempts.