Service Level Agreement
Last Updated: 01 May 2026
This Service Level Agreement (“SLA”) outlines the standard service commitments for Moosk WordPress management plans. It applies to all active management services unless replaced by a separate written agreement.
This SLA should be read together with our Terms of Service and Privacy Policy.
1. Response Times
1.1 Response SLA by Plan
| Plan | Response Time | Support Channels |
|---|---|---|
| Essentials | 72 hours | |
| Professional | 48 hours | Email & chat |
| Business | 24 hours | Email & chat |
| Premium | 12 hours | Email & chat |
| Government | 6 hours | Email & chat |
| White-Label | As agreed | Partner channel |
1.2 Definition of Response Time
Response time means the time between your request being received and our initial acknowledgement. It does not mean the issue will be fully resolved within that time.
1.3 Business Hours
Standard response times apply during business hours: Monday to Friday, 9:00 AM to 6:00 PM Singapore Time (SGT / UTC+8), excluding Singapore public holidays, unless otherwise agreed.
1.4 Emergency Issues
Critical issues such as active hacks, malware incidents, or complete website outages are prioritised according to severity and plan level.
1.5 Resolution Time
Resolution times vary depending on the nature of the issue, third-party dependencies, your hosting environment, and the information available to us.
2. Update Management
2.1 Standard Updates
We generally perform WordPress core, plugin, and theme updates on a weekly cycle.
2.2 Critical Security Updates
Critical security patches may be applied outside the normal update cycle where necessary.
2.3 Staging
Where your plan includes staging, updates are tested in a staging environment before deployment to the live website.
2.4 Essentials Plan
For Essentials plans, updates may be applied directly to the live site with post-update checks and rollback from backup where necessary.
2.5 Premium Licenses
Updates for premium themes and plugins require valid licenses or access credentials. If a valid license is not available, update-related commitments for that software are suspended until access is provided.
3. Uptime Monitoring
3.1 Monitoring Frequency
| Plan | Monitoring Interval |
|---|---|
| Essentials | Every 5 minutes |
| Professional | Every 60 seconds |
| Business | Every 60 seconds |
| Premium | Every 60 seconds |
| Government | Every 60 seconds |
3.2 Monitoring Scope
We use third-party monitoring tools to check website availability externally.
3.3 Downtime Response
If downtime is detected, we investigate based on severity and plan level. Where the issue appears to be hosting-related, we may coordinate with your hosting provider on your behalf.
3.4 Uptime Limitation
We do not guarantee uptime where the cause relates to hosting providers, DNS providers, domain registrars, or other third-party systems outside our control.
4. Backups
4.1 Backup Standards
| Plan | Frequency | Retention | Offsite Storage |
|---|---|---|---|
| Essentials | Daily | 14 days | Yes |
| Professional | Daily | 30 days | Yes |
| Business | Daily | 30 days | Yes |
| Premium | Daily | 30 days | Yes |
| Government | Daily | 30 days or custom | Yes |
4.2 Backup Scope
Backups generally include WordPress files and database content relevant to restoration.
4.3 Backup Monitoring
We monitor backup status and investigate failures where detected.
4.4 Restore Targets
| Plan | Restore Target |
|---|---|
| Essentials | Within 24 hours |
| Professional | Within 12 hours |
| Business | Within 12 hours |
| Premium | Within 6 hours |
| Government | Within 4 hours |
4.5 Restore Limitation
Restore targets are best-effort and may vary depending on website size, hosting environment, backup integrity, and the nature of the incident.
5. Security Monitoring
5.1 Included Security Measures
All plans include security measures appropriate to the selected service level, which may include firewall configuration, malware scanning, login protection, basic hardening, and security alerts.
5.2 Higher-Tier Plans
Premium and Government plans may also include additional security controls such as file integrity monitoring, security header implementation, vulnerability review, and incident response reporting.
5.3 Security Incidents
Where a security incident is identified, we will take reasonable steps to contain, investigate, and remediate the issue in line with your plan.
5.4 Security Limitation
No security service can guarantee complete protection from all threats. Our role is to reduce risk, monitor for issues, and respond appropriately.
6. Content Edits
6.1 Included Monthly Edits
| Plan | Included Monthly Allowance |
|---|---|
| Essentials | 1 edit |
| Professional | 15 minutes |
| Business | 30 minutes |
| Premium | 60 minutes |
| Government | As agreed |
Unused time does not roll over. A “typical” content edit (text change, image swap) takes 3–5 minutes.
6.2 What Counts as a Content Edit
A content edit is a clearly defined, limited-scope request such as:
- text replacement
- image replacement
- contact information update
- blog post publishing where content is provided
- form field adjustment
6.3 Out-of-Scope Requests
More complex work, including design changes, development, troubleshooting beyond normal maintenance, or custom functionality, may be quoted separately.
6.4 Rollover
Unused edits do not roll over to the next month unless otherwise agreed in writing.
7. Reporting
7.1 Reporting by Plan
| Plan | Report Type | Frequency |
|---|---|---|
| Essentials | Health summary email | Monthly |
| Professional | Detailed report | Monthly |
| Business | Detailed report | Monthly |
| Premium | Detailed report | Monthly |
| Government | Detailed report | Monthly or as agreed |
7.2 Typical Report Contents
Reports may include:
- updates completed
- backup status
- uptime data
- security activity
- performance observations where applicable
- completed content edits
- recommendations
- premium license warnings where relevant
8. Exclusions
This SLA does not apply to issues caused by:
- hosting provider failures
- DNS provider failures
- domain registrar issues
- third-party code or software outside our control
- client-side or third-party changes made without notice
- force majeure events
- pirated or nulled software
- expired premium software licenses
- delays caused by waiting for client-supplied files, approvals, credentials, or license access
9. Service Credits
9.1 Review of SLA Failures
If we materially fail to meet the response commitments in this SLA on repeated occasions within a billing period, you may request a service review.
9.2 Credit Discretion
Any service credit is offered at our discretion and will usually be applied as a future billing adjustment rather than a cash refund.
9.3 Exclusions
Service credits do not apply where delays or failures were caused by factors outside our reasonable control.
10. Changes To This SLA
We may update this SLA from time to time. Any material changes will be communicated in advance where appropriate. The latest version will always be published on this page with the updated effective date.
11. Contact
For questions about this SLA:
hello@moosk.co
Moosk
A division of Apricus Digital LLP
UEN: T12LL0507B
Singapore