WordPress
Response time and SLA
- Question
- What is your response time during an incident, and what do I get if you miss it?
- Answer
- **What applies today:** you report an outage or a question through the form on **/support**; you do not need an account for that, and you read our answer on the status page of that report. We promise you no response time, no recovery time, no uptime percentage and no availability outside office hours. We restore an outage as fast as we can, without a deadline; there is nothing more to it. **What we do not promise yet:** a monthly uptime report per site without a percentage, a first answer to a support question within one business day on Plus, and a credit rule for missing a commitment. None of the three is an agreement yet. Until they are measurable you cannot claim a right to them, and we cannot claim one from you; when they are, they are listed here.
- Applies to
- any question about response time, uptime, availability outside office hours or compensation.
- Updated
- 2026-10-07