Service Level Agreement
Last updated: March 5, 2026
This SLA applies to all managed plan clients (Personal, Business, Commerce). It defines the response times, uptime commitments, and support guarantees you can expect.
Response time commitments
| Priority | Personal | Business | Commerce |
|---|---|---|---|
| Critical (site down) | 24 hours | 4 hours | 2 hours |
| High (broken functionality) | 48 hours | 12 hours | 4 hours |
| Normal (general request) | 48 hours | 24 hours | 12 hours |
| Low (question/advice) | 72 hours | 48 hours | 24 hours |
Response times are measured during business hours (Monday to Friday, 9 AM to 6 PM EST). Emergency support for Business and Commerce plans is available outside business hours for critical issues.
Uptime commitment
For managed plan clients on our infrastructure, we commit to 99.9% uptime measured monthly. This excludes scheduled maintenance windows (announced 48 hours in advance) and force majeure events.
What is covered
- WordPress core, plugin, and theme updates
- Elementor version management and compatibility testing
- Daily automated backups with 30-day retention
- Security monitoring and incident response
- Performance monitoring and optimization
- SSL certificate management
- CDN configuration and management
What is not covered
- New feature development or major design changes
- Content creation or content updates
- Third-party service outages beyond our control
- Issues caused by unauthorized changes to the site
Credits
If we fail to meet the uptime commitment in a given month, you are eligible for a service credit equal to the percentage of downtime beyond the 99.9% guarantee, applied to your next billing cycle.
Contact
For SLA-related inquiries or to report a service issue, contact support@elementorpros.com.