Hosting Service Level Agreement (SLA)

Last Updated: October 22, 2025

This Hosting Service Level Agreement (“SLA”) forms part of the Starter WP Service Terms between Starter WP, Inc. (“Starter WP,” “we,” “us,” or “our”) and each customer (“Client,” “you,” or “your”) who purchases managed WordPress hosting from Starter WP.

By subscribing to Hosting Services, you agree to the following additional terms.

1. Scope of Services

Starter WP provides managed WordPress hosting for websites built or migrated by Starter WP.
The Hosting Service includes:

  • Server provisioning and configuration on Digital Ocean infrastructure.
  • WordPress core, theme, and plugin updates.
  • Daily backups retained for 30 days.
  • Security patches and malware removal.
  • 24/7 server monitoring and uptime tracking.
  • Technical support for hosting-related issues via email or the Customer Portal.

2. Service Availability Commitment

Starter WP guarantees 99.99% uptime for hosted websites, measured monthly.

Downtime Exclusions
Downtime does not include periods caused by:

  • Scheduled maintenance with at least 24-hour advance notice.
  • Emergency maintenance required to protect infrastructure security.
  • Network or DNS failures outside Starter WP’s control.
  • Client-side issues such as incorrect DNS, site code changes, or third-party plugins.
  • Force majeure events (fire, flood, acts of God, government actions, etc.).

Measurement
Uptime is tracked using internal and third-party monitoring tools. Downtime is measured in continuous 10-minute intervals where the website is unreachable.

3. Service Credits

If Starter WP fails to meet the 99.99% uptime commitment, you are eligible for a credit equal to:

Monthly Uptime % Credit Amount (% of Monthly Fee)
99.0 – 99.98% 25%
98.0 – 98.99% 50%
< 98.0% 100%

Credit Requests
To receive a credit, you must submit a written request to [email protected] within 30 days of the incident.
Credits are applied to future hosting charges and cannot be refunded as cash.

4. Scheduled Maintenance

Starter WP may perform scheduled maintenance between 12:00 a.m. and 4:00 a.m. CST.
Clients will be notified at least 24 hours in advance by email or portal announcement.
Emergency maintenance may be conducted without notice when necessary to maintain security or stability.

5. Backup and Data Retention

  • Daily backups of each site are performed and retained for 30 days.
  • Backups include database and site files but exclude external email or third-party data.
  • On cancellation, you will receive a download link for your latest backup (valid for 30 days post-cancellation).
  • Starter WP is not responsible for retaining backups after the 30-day period.

6. Security and Updates

Starter WP maintains enterprise-grade firewall rules, SSL enforcement, and malware scanning.
All WordPress core, themes, and plugins are updated regularly to their latest stable versions.
Clients are responsible for any custom code or third-party integrations installed outside the standard Starter WP environment.

7. Support Response Times

Issue Severity Description Target Response
Critical (Outage) Site completely offline or data breach. 1 hour response, 4 hours to mitigate.
High Major functionality loss, partial outage. 4 hours.
Normal Routine hosting or update request. 1 business day.
Low Minor inquiry or non-urgent question. 2 business days.

Support hours for non-critical issues: Monday – Friday, 9 a.m.–6 p.m. CST.
Critical issues monitored 24/7.

8. Client Responsibilities

You agree to:

  • Maintain accurate contact and billing information.
  • Keep WordPress login credentials secure.
  • Avoid uploading malicious code or unlicensed content.
  • Ensure any third-party plugins or custom code do not interfere with Starter WP’s managed environment.
    Starter WP may suspend service for security reasons or Terms violations.

9. Limitations of Liability

Starter WP’s liability for any hosting-related claim is limited to the total monthly hosting fees paid for the affected period.
Starter WP is not liable for loss of data, revenue, or indirect damages arising from service interruptions or maintenance.

10. Modifications to SLA

Starter WP may revise this SLA from time to time. Updated versions will be posted on starterwp.com with a revised “Last Updated” date. Material changes will be communicated by email or portal notice at least 30 days before taking effect.

11. Governing Law and Dispute Resolution

This SLA is governed by the laws of the State of Delaware. Any dispute arising under this SLA shall be resolved through binding arbitration as outlined in the Starter WP Service Terms.

12. Contact

Starter WP, Inc.
3824 Cedar Springs Rd #510
Dallas, TX 75219
Email: [email protected]

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