Service Level, Support & Maintenance Notice

Standalone Hosting+ enrollment remains paused for the current public launch. This document is retained as a service reference and applies only where an accepted Order expressly incorporates it; publication does not activate a signup or purchase flow.

This Notice describes standard Hosting+ operational targets. It is not a service-level agreement or credit promise unless an Order expressly identifies a target as contractual and states the remedy.

1. Availability position

Upstream-provider service commitments, measurements, exclusions, claim processes and credit remedies do not automatically become SiteHeros obligations.

Standard SiteHeros position: reasonable commercial efforts to maintain the availability of the provisioned Hosting+ environment, subject to the Agreement and provider capabilities. Contractual availability percentage: NONE unless stated in the Order.

If an Order adopts an availability commitment:

Availability % = 100 × (T − E − U) / (T − E), where T is total minutes in the measurement month, E is approved excluded minutes, and U is counted unavailable minutes within the eligible period. E and U must not overlap, T must exceed E, and 0 ≤ U ≤ T − E. This formula alone does not create an availability commitment or credit.

The Order must identify the monitored endpoint, region, measurement source, outage threshold, month, exclusions, claim deadline, credit table/cap, and sole-remedy language.

2. Availability exclusions

Unless law or an Order provides otherwise, downtime excludes:

• scheduled or emergency maintenance;
• Customer/user acts, content, code, credentials, DNS, domain, registrar, certificates, email, integrations, plugins, themes, traffic, security events, or unsupported configuration;
• Internet, ISP, carrier, browser, local network, third-party SaaS, payment, DNS/CDN, certificate authority, registry/registrar, or upstream-provider failures outside SiteHeros’ reasonable control;
• attacks, abuse mitigation, lawful orders, provider suspension, force majeure, or necessary security isolation;
• monitoring false positives or failures where the service endpoint remained available; and
• approved migration, restore, staging, maintenance, or change windows.

3. Monitoring

Monitoring coverage depends on the Order and verified configuration. SiteHeros may monitor a public endpoint, certificate, DNS, response status, uptime, performance, security, backups, or infrastructure events. Monitoring does not guarantee detection, notification, diagnosis, or repair.

The Customer must maintain current operational and emergency contacts and report material impact through the approved support route.

4. Support channels

Use the service channel identified in your Order. For help identifying the correct channel or when an account route is unavailable, email legal@siteheros.com.

Hosting+ support hours, response targets and any emergency coverage are those expressly stated in the applicable Order. Separately ordered Care support hours are Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern, excluding U.S. federal holidays; they are not a universal Hosting+ commitment.

Social media, sales forms, personal texts or calls, and provider forums are not support channels unless expressly stated.

5. Severity definitions

Severity 1 — Critical: verified production unavailability or active compromise causing broad material impact with no reasonable workaround.

Severity 2 — High: major production function materially impaired; significant risk or workaround exists.

Severity 3 — Normal: limited defect, configuration, account, performance, or operational issue without broad outage.

Severity 4 — Request: information, planned change, enhancement, advice, or cosmetic issue.

SiteHeros may reclassify based on verified scope, impact, urgency, responsibility, reproducibility, workaround, and plan coverage. Multiple submissions do not raise severity.

6. Target responses

Hosting+ response targets apply only when stated in the Order. Support may involve intake, triage, authorized provider escalation, SiteHeros verification and customer response. Upstream specialists are not SiteHeros employees. No SiteHeros 24/7 human response or resolution guarantee is created by this Notice.

A target response means acknowledgment and initial triage, not diagnosis, workaround, restoration, resolution, delivery, or continuous work. Time runs only during covered support hours unless the Order includes 24×7 incident coverage.

Customer delays, missing access/information, third parties, unsafe changes, legal holds, and separately scoped work pause the target.

7. Customer cooperation

A support request should include service/site, account, contact, business impact, start time/time zone, changes, screenshots/errors, reproduction, affected users, security/privacy concerns, and safe access. Do not send passwords, secret keys, full card data, health data, or unnecessary personal data through ordinary tickets.

Customer must be available for approvals, testing, MFA, DNS/domain action, and recovery decisions. SiteHeros may require a safe maintenance window, backup, staging test, vendor escalation, SOW, or risk acceptance.

8. Maintenance

A scheduled maintenance notice target or window applies when stated in the Order.

Emergency maintenance may occur without advance notice when reasonably necessary for security, stability, law, provider action, or harm prevention. SiteHeros will communicate material customer impact when feasible.

Routine provider maintenance, WordPress updates, certificate renewal, backup operations, scanning, caching, and infrastructure changes may occur without individual notice when they do not create expected material interruption.

9. Incident communications

For a material incident within SiteHeros’ responsibility, communications should state known facts, scope, customer action, workaround, next-update target, and resolution status without speculation or disclosure that creates further risk. Security/privacy notifications follow applicable law, contract, and the Incident Response Plan.

10. Service requests versus projects

Hosting+ support does not include website redesign, development, content, complex migration, malware remediation, forensic investigation, integration repair, vendor migration, accessibility remediation, legal compliance, or custom work. SiteHeros will route out-of-scope work to an estimate, change order, SOW, or appropriate specialist.

11. Credits

No credit is available unless the Order expressly grants it. A credit is not cash, does not exceed fees allocated to the affected Service/period, and is the sole contractual availability remedy to the extent lawful. Customer must submit a claim with evidence within the Order’s deadline and have no uncured payment/AUP breach.

SiteHeros will not promise or pass through an upstream credit unless the Agreement states the allocation and SiteHeros actually receives or independently assumes it.

12. Backup and recovery targets

No RPO or RTO is promised unless stated in the Order. Backup frequency is not an RPO; target response is not an RTO; and restore completion depends on valid recovery points, site size, damage, security, compatibility, DNS, providers, and Customer decisions.

13. Changes

Material changes to contractual targets require the amendment/notice process. SiteHeros may update noncontractual operational targets as service capability changes, but must not retroactively reduce a paid contractual commitment.