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Website Maintenance Service Level Agreement

Effective Date: March 26, 2025
Last Updated: July 31, 2026

This Website Maintenance Service Level Agreement (“SLA”) describes the service standards, support procedures, inclusions, exclusions, and responsibilities applicable to website maintenance and related hosting services provided by WalkOne Technology Solutions, LLC (“WalkOne,” “we,” “us,” or “our”).

This SLA supplements the client’s applicable proposal, contract, statement of work, invoice, or maintenance agreement. If a signed client agreement conflicts with this SLA, the signed client agreement controls to the extent of that conflict.

1. Overview

WalkOne provides professional website maintenance, hosting coordination, technical support, and related digital services to enrolled clients. This SLA establishes service targets and operating expectations for covered services.

Services are provided only for websites, systems, and tasks identified in the client’s applicable agreement. Engaging WalkOne for covered services constitutes acceptance of this SLA together with the applicable client agreement and our Terms and Conditions.

2. Scope of Services

Depending on the client’s selected plan and written agreement, covered website maintenance services may include the following:

Support Tickets

Clients may submit support requests for website-related issues, questions, and approved changes. Requests are reviewed and prioritized according to the severity standards in this SLA.

Content Management System Updates

Routine review and installation of supported WordPress core updates and minor platform enhancements intended to preserve security, compatibility, and performance.

Plugin and Theme Updates

Routine updates to supported plugins and themes, together with reasonable troubleshooting of issues directly caused by those updates. Paid licenses, renewals, unsupported software, and substantial remediation may require separate approval or charges.

Bug Fixes

Investigation and correction of reproducible errors within covered website components. A bug is an error or defect that causes an existing website feature to produce incorrect or unexpected results. New features, redesign requests, and changes in client requirements are not considered bug fixes.

404 Error Monitoring

Periodic review of broken internal links and missing website resources where monitoring is available. Resolution may include correcting links, restoring files, or creating reasonable redirects.

Hosting and Platform Maintenance

For clients whose hosting is managed through WalkOne, services may include hosting-account administration, backups, platform updates, security review, and reasonable stability monitoring.

Reporting

Where included in the selected plan, clients may receive periodic website performance, maintenance, security, or analytics reports through an online portal or other designated method.

Plan-specific terms: The client’s proposal or maintenance agreement defines the exact services, monthly time allowance, reporting schedule, hosting arrangement, and pricing included for that client.

3. Support Tickets

3.1 Standard Support Hours

Standard support hours are Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern Time, excluding United States federal holidays and announced business closures.

Requests received outside standard support hours are ordinarily reviewed on the next business day unless WalkOne accepts the request as an after-hours emergency.

3.2 Requesting Support

Covered clients may request support using either of the following methods:

To help us respond efficiently, requests should include the affected page or system, a clear description of the issue, steps to reproduce it, screenshots where helpful, and any relevant deadline.

3.3 Priority Levels and Service Targets

Response time means the target period for acknowledging and beginning review of a request. Resolution time is a target rather than a guarantee because completion may depend on issue complexity, client responses, third-party vendors, access credentials, software providers, or circumstances outside WalkOne’s control.

Priority Typical Example Initial Response Target Resolution Target
Low Minor text, image, spacing, or visual-alignment issue that does not prevent normal use. Within 2 business days Within 2 weeks, when reasonably practicable
Medium A material feature is impaired, such as a contact form or noncritical page function. Within 3 business hours Within 1 business day, when reasonably practicable
High The public website is inaccessible, materially compromised, or experiencing a critical outage. Within 30 minutes during standard support hours Continuous reasonable effort until service is restored or a workaround is available

For accepted high-priority incidents, WalkOne will generally provide status updates at least once per hour while active remediation is underway. Other requests will receive updates at reasonable milestones.

WalkOne may reclassify a request after investigation if the reported severity does not match its actual business or technical impact.

4. Hosting and Platform Services

4.1 Managed Hosting

WalkOne may use Hostinger or another approved hosting provider to support client websites under a managed hosting arrangement. Hosting availability, infrastructure, backups, data centers, and provider-level remedies remain subject to the applicable provider’s agreement.

Hostinger currently states a 99.9% monthly service-uptime guarantee and provides a process for the account holder to request a credit equal to 5% of the applicable monthly hosting fee when the guarantee is not maintained, subject to Hostinger’s exclusions, eligibility requirements, and determination. Current provider terms are available in the Hostinger Hosting Agreement .

Any provider credit is governed solely by the provider’s terms and is not a cash refund or an independent uptime guarantee issued by WalkOne. Where WalkOne is the hosting account holder, any applicable client adjustment will be determined according to the client’s agreement and the credit actually granted by the provider.

WalkOne is not responsible for the availability, security, backups, or performance of hosting accounts contracted and controlled directly by the client, unless separate management services are expressly included in writing.

4.2 Maintenance Windows

Planned maintenance may be performed when reasonably necessary. WalkOne will attempt to schedule material planned work during lower-traffic periods and provide advance notice when practical. Emergency security or stability work may be performed without advance notice.

4.3 Continuous Improvement

WalkOne may make generally applicable improvements, compatibility adjustments, security enhancements, or refinements available to covered clients when appropriate. This does not include a commitment to provide custom redesigns or new features without separate approval.

5. Included Services and Additional Charges

The following table describes the general treatment of common services. The client’s signed agreement controls where it provides different inclusions, time allowances, or pricing.

Service Generally Included Additional Terms or Cost
Routine website backups Yes, for managed sites Backup schedule and retention may vary by plan and hosting provider.
Security updates and routine patches Yes, for supported software Major remediation, malware recovery, or unsupported software may require a separate quote.
Minor content updates Yes, within the plan’s time allowance Includes reasonable text, image, link, and existing-page changes.
Major content restructuring or redesign No Standard hourly rate of $75 per hour unless another rate is stated in writing.
New feature implementation No Requires review, written approval, and a custom quote or statement of work.
Website hosting Only when expressly included A separate hosting or managed-hosting fee may apply.
Emergency support outside standard hours No $150 per hour when accepted by WalkOne, unless another rate is stated in writing.
Domain registration and renewal No, unless expressly included Client responsibility or available as a separately managed service.
Premium plugin, theme, API, or third-party license fees No, unless expressly included Client responsibility or billed separately with approval.

Work outside the selected plan, work exceeding an included time allowance, or work requiring specialist vendors will not begin without reasonable notice and approval, except where immediate action is reasonably necessary to mitigate an active security incident or outage.

6. Client Responsibilities

To support timely service, clients are responsible for:

  • Providing accurate and complete request details;
  • Maintaining current administrative and billing contacts;
  • Providing timely access credentials, approvals, content, and decisions;
  • Maintaining lawful rights to all submitted content, images, software, and data;
  • Promptly reviewing completed work and reporting any remaining issues;
  • Avoiding unauthorized changes that may conflict with active maintenance work;
  • Paying applicable invoices and third-party fees when due; and
  • Maintaining domain ownership and renewal unless domain management is expressly assigned to WalkOne.

Delays caused by missing access, incomplete information, client approval, or third-party action may extend response and resolution targets.

7. Data Ownership and Business Continuity

Clients retain ownership of their original website content, branding, data, and client-supplied assets, subject to applicable third-party licenses and the terms of the client agreement.

WalkOne may retain ownership of its preexisting tools, reusable code, internal processes, licensed components, templates, and general development methods unless ownership is expressly transferred in writing.

For websites managed by WalkOne:

  • Backups are generally performed monthly and before material WordPress updates, subject to the selected plan and hosting capabilities;
  • Clients may receive administrative access upon launch, subject to reasonable security controls and the client agreement;
  • Clients should maintain secure credentials and notify WalkOne promptly of suspected compromise; and
  • In the event of WalkOne’s permanent business closure, reasonable efforts will be made to provide an export of available website files and database records after outstanding obligations are resolved.

No backup system is infallible. Clients with legal, regulatory, or mission-critical retention needs should maintain an independent backup or request an enhanced backup arrangement.

8. Termination and Transition

Unless a signed agreement states otherwise, clients should provide at least 30 days’ written notice to terminate recurring maintenance or managed-hosting services.

Upon request, a final virtual transition meeting may be scheduled. Reasonable transition assistance may include:

  • Providing available website files and database exports;
  • Transferring or documenting administrative access;
  • Providing DNS information reasonably necessary for migration;
  • Coordinating with the client’s new provider; and
  • Identifying active licenses or third-party services requiring client action.

Work beyond a reasonable standard handoff, expedited migration assistance, extensive documentation, or remediation requested during termination may be billable.

WalkOne may suspend or terminate services for nonpayment, material breach, abusive conduct, unlawful activity, security risk, or misuse of systems, subject to the applicable client agreement.

9. Exclusions and Service Limitations

This SLA does not cover delays, outages, damage, or failures caused by:

  • Third-party hosting, software, APIs, payment processors, integrations, or external platforms;
  • Domain, DNS, email, or hosting services controlled directly by the client or another vendor;
  • Client, employee, contractor, or third-party modifications made outside WalkOne’s authorized work;
  • Unsupported, abandoned, unlicensed, or end-of-life software;
  • Malware, compromised credentials, phishing, or attacks not caused by WalkOne’s failure to perform expressly agreed services;
  • Internet, utility, telecommunications, or data-center failures;
  • Natural disasters, governmental actions, labor interruptions, civil emergencies, or other force-majeure events;
  • Delays in receiving required client information, approvals, payment, or access;
  • Changes in law, browser behavior, search engines, platform rules, or vendor requirements; or
  • Work that falls outside the client’s selected maintenance plan or written scope.

WalkOne does not guarantee uninterrupted service, specific search-engine rankings, absolute security, compatibility with every device or third-party system, or resolution within a fixed period when factors outside our reasonable control are involved.

10. Agreement and Amendments

WalkOne may revise this SLA to reflect service changes, vendor requirements, pricing updates, security practices, or legal and operational developments.

Material changes affecting active recurring services will be communicated within a reasonable period. The current version will be maintained at walkonetech.com/sla/.

Continued use of covered services after an updated SLA becomes effective constitutes acceptance of the revised terms, except where a signed client agreement requires a different amendment process.

This SLA should be read together with the applicable client agreement, Terms and Conditions, and Privacy Policy.