This agreement outlines the level of service provided by Digital Purpose for clients with active WordPress website maintenance and hosting agreements. It clarifies what services we provide, how to request assistance, and our expected response times.
Services Covered
Our maintenance service includes:
- WordPress core, theme, and plugin updates
- Scheduled backups
- Website uptime monitoring
- Security scans
- Minor website edits (text updates, image replacements, small layout changes)
How to Request Support
- Emergency Support: If your website is down or experiencing critical issues, immediately contact us at 219-714-7777.
- All Other Requests: Submit support requests via our Client Portal by clicking the Help Desk tab at https://digipurpose.motionportals.com.
If you do not have access to the client portal or need assistance, please email [email protected]. We ask clients to avoid sending support requests via SMS, as we currently do not have a reliable method to track text messages.
Support Hours
Our support is available Monday through Friday, 8:00 AM – 5:00 PM (Central Time). Requests submitted outside these hours will be addressed the next business day, except in emergencies.
Response Times
We prioritize requests based on their severity:
- Emergency: (Website down, major security issues)
- Response within 1 hour during business hours
- Immediate priority resolution
- High: (Significant functionality issues, such as broken contact forms)
- Response within 4 business hours
- Resolution within 1–2 business days
- Normal: (Routine website edits, minor technical issues)
- Response within 1 business day
- Resolution within 2–3 business days
- Low: (General inquiries, feature requests, non-critical changes)
- Response within 2 business days
- Scheduled for the next available maintenance period
Exclusions
Services not covered by this SLA include:
- Major website redesign or feature enhancements
- Significant development tasks
- Issues resulting from third-party plugins not installed or approved by Digital Purpose
- Hosting issues caused by client-made adjustments without coordination
Client Responsibilities
To assist us in providing effective service:
- Use the client portal for all non-emergency support requests
- Avoid making direct changes to your website unless coordinated with our team
- Do not send support requests via text message (SMS)
- Provide timely responses to our inquiries and requests for clarification
- Report aesthetic or contextual errors promptly, such as misspelled words, missing images, layout changes, or errors resulting from updates
- Proofread your content carefully; we will not alter submitted content without explicit permission
Contact Information
If you have questions about this SLA or your maintenance coverage, please contact us via email at [email protected] or submit a support request through the client portal.