Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) defines the support levels and service expectations for services provided by BizXtreme, operating under the trade name WebExpert4U (“WebExpert4U”, “we”, “us”, or “our”).

This SLA applies to WordPress maintenance, optimization, support, malware removal, VPS hosting management, and related services.
If there is any conflict between this SLA and the Terms of Service, the Terms of Service prevail.

&1. Support Hours

Standard support hours: Monday–Friday, 09:00–17:00 CET (excluding public holidays in the Netherlands).

Requests received outside these hours will be processed on the next business day unless emergency support has been agreed separately.

&2. Response Times

Response time means the time until we acknowledge your request.

Critical issue (website down, malware infection):
Response within 6 business hours.

High priority issue (major functionality broken):
Response within 12 business hours.

Standard request (small fixes, questions):
Response within 24 business hours.

&3. Resolution Times

Resolution time depends on the issue complexity.

WebExpert4U will make reasonable efforts to resolve issues as soon as possible, but resolution times are not guaranteed.
Issues caused by third-party providers, plugins, hosting, or external services may require additional time.

&4. Hosting & Uptime

If hosting is included, it is provided through third-party providers (for example Contabo GmbH).

WebExpert4U does not guarantee uptime and is not responsible for outages caused by hosting providers, network operators, or external infrastructure.

Planned maintenance or security updates may cause short interruptions.

&5. Maintenance Scope

Maintenance plans may include:

• WordPress core updates
• Plugin and theme updates
• Security monitoring
• Basic performance optimization
• Backup monitoring

Maintenance does NOT include unless agreed separately:

• Website redesign
• New features
• SEO services
• Content writing
• Paid plugin licenses
• Administrator-level access by default

&6. Backups

If backups are included, they are provided for disaster recovery only.

WebExpert4U is not responsible for data loss caused by hacking, plugin errors, hosting failures, or user actions.

Clients are encouraged to keep their own backups.

&7. Malware Removal

Malware removal is included only if specified in the Service plan.

Repeated infections caused by outdated plugins, nulled software, or unsafe practices may require additional fees.

&8. Client Responsibilities

Clients must:

• Provide timely access to required systems
• Keep plugin and theme licenses valid
• Follow Acceptable Use Policy
• Not install nulled or illegal software
• Maintain cooperation during issue resolution

&9. Service Credits

WebExpert4U does not provide service credits or refunds for downtime caused by third-party providers, cyberattacks, or force majeure events.

&10. Emergency Support

Emergency support outside standard hours may be available at an additional hourly rate unless included in a premium plan.

&11. Changes to SLA

WebExpert4U may update this SLA to reflect service or legal changes.
The current version is always available at webexpert4u.com/service-level-agreement/.