Visual Issues WordPress Hosting Services
1. Overview
This Service Level Agreement (“SLA”) defines the service availability commitments for WordPress hosting services provided by Visual Issues to you, the Client. As a reseller of WP Engine hosting services, this SLA incorporates the terms and conditions of WP Engine’s SLA by reference.
2. WP Engine SLA Incorporation
All hosting services provided by Visual Issues are subject to WP Engine’s Service Level Agreement, which can be found at: https://wpengine.com/legal/sla/
Clients acknowledge that:
- WP Engine’s SLA may be updated from time to time at WP Engine’s discretion
- The current version of the WP Engine SLA will always apply to the services
- Clients should refer directly to the above link for the most current terms
3. Service Availability
The service availability guarantee for all WordPress hosting services is 99.95% uptime per calendar month, excluding any Excused Downtime as defined in the WP Engine SLA.
4. Excused Downtime
“Excused Downtime” follows the definition provided in WP Engine’s SLA and includes, but is not limited to:
- Scheduled Maintenance
- Emergency Maintenance
- Beta Services
- Force Majeure events
- Actions or omissions by the Client or their authorized users
5. Maintenance Windows
Scheduled Maintenance will occur during the windows specified in WP Engine’s SLA based on data center location.
6. Credit Request Process
In the event of downtime exceeding the Service Availability guarantee, Clients must:
- Contact Visual Issues support within 30 days of the incident
- Provide details of the downtime event including dates, times, and affected services
- Visual Issues will validate the claim with WP Engine and apply any eligible credits
7. Credits
Credits for service unavailability will be issued in accordance with WP Engine’s SLA terms. These credits:
- Will be calculated as a percentage of the applicable monthly fees
- Cannot exceed 100% of the applicable monthly fees
- Cannot be carried over or aggregated
- Are forfeited upon termination of services
- Will not be paid or provided as a refund
8. Limitation of Remedies
The remedies contained in this SLA are the Client’s sole and exclusive remedies for any service availability issues. Visual Issies shall not be liable for any additional damages related to service availability beyond the credits outlined in this agreement.
9. Changes to this SLA
Visual Issues reserves the right to modify this SLA at any time. Clients will be notified of any material changes to this SLA.
10. Contact Information
For questions regarding this SLA or to report downtime, please contact:
- Email: [email protected]
- Phone: +1 (323) 433-3928
- Support Hours: 11am – 5pm Pacific Monday-Thursday, excluding major holidays
Last Updated: March 27, 2025