Service Level Expectations (HostingITrust)

Last updated: February 20, 2026

This page explains what you can reasonably expect from HostingITrust in terms of support responsiveness, maintenance cadence, monitoring, and task handling. It is designed to keep everything clear and fair for both clients and our team.

This document complements our Terms of Service and your selected plan’s inclusions.

1) What this is (and what it is not)

This is a practical set of expectations for:

  • Support response timing
  • What counts as an urgent incident
  • How monthly tasks work
  • Maintenance schedules (updates/backups/monitoring)

This is not an enterprise “SLA” guaranteeing 100% uptime or fixed resolution times, because WordPress sites vary widely and may depend on third-party plugins, themes, and external services.

2) Support channels

Primary support is provided via:

Depending on your plan and the nature of the request, we may also coordinate via WhatsApp or scheduled calls.

3) Priority levels (how we classify issues)

To keep support fair, we categorize requests into four levels:

P1 — Critical (Emergency)

Examples:

  • Site is down (500 errors, white screen, unreachable)
  • WooCommerce checkout completely broken
  • Active hack/malware infection spreading or redirecting
  • Admin login compromised / suspicious admin users

Goal: respond fast and begin triage quickly.

P2 — High (Business-impacting)

Examples:

  • Major feature broken (forms not sending, login issues for many users)
  • Severe performance regression (site suddenly very slow)
  • Security warnings that are not active compromise but require action

P3 — Normal (Most requests)

Examples:

  • Small errors, plugin conflicts, minor display issues
  • Regular support questions
  • Planned change requests included in plan

P4 — Low (Non-urgent / informational)

Examples:

  • General “how-to” questions
  • Requests for future improvements or new features
  • Cosmetic tweaks with no urgency

4) Response time targets by plan

These are targets, not guarantees, but they are what we aim for consistently.

Care Lite

Care Lite follows “Managed Hosting + Core Care” targets unless otherwise agreed.

Managed Hosting + Core Care

  • P1: initial response within 24 hours (often sooner)
  • P2: within 1–2 business days
  • P3/P4: within 2–3 business days

Essential Care

  • P1: within 12–24 hours
  • P2: within 1 business day
  • P3/P4: within 2 business days

Business Care (Most Popular)

  • P1: within 4–12 hours
  • P2: within 1 business day
  • P3/P4: within 1–2 business days

Pro Care

  • P1: within 2–6 hours
  • P2: within same business day
  • P3/P4: within 1 business day

Agency / Multi-Site

  • Response targets depend on the agreement, but typically match Business or Pro, with a shared queue for multiple sites.

Business hours: Unless otherwise agreed, our standard working hours are Monday–Friday (India time).
For true emergencies (P1), we make best efforts to respond even outside standard hours, especially for Business/Pro.

5) Resolution timing (why we don’t promise fixed “fix times”)

We aim to resolve issues as quickly as possible, but resolution depends on factors such as:

  • Complexity of the site and plugin/theme stack
  • Access availability (hosting panel, DNS, admin credentials)
  • Third-party provider response times (domain registrar, payment gateway, CDN, email provider)
  • Whether the issue requires a vendor patch or paid upgrade

Our commitment: we communicate clearly, provide progress updates, and propose the safest path to resolution.

6) Maintenance cadence (updates, backups, monitoring)

WordPress updates

  • Core Care: WordPress core minor/security updates (safe updates only)
  • Essential: planned update cycle (typically monthly or as defined in your plan)
  • Business: more proactive update cycle (typically weekly)
  • Pro: higher-frequency and more cautious updates, often with staging where feasible

Backups

Backup frequency and retention vary by plan and site type:

  • Core Care (hosting clients): daily server-level backups with short retention (typically 7–14 days)
  • Essential: daily offsite backups with ~30 days retention
  • Business: daily offsite backups with ~60 days retention
  • Pro: higher frequency (often 1–2× per day) with ~90 days retention
  • Agency: daily backups per site, standard retention with upgrade options for VIP sites

Monitoring

We typically run uptime and basic health monitoring, plus security checks depending on your plan.

7) What counts as a “small task” in Care Plans

Care Plans may include a set number of “small tasks” per month. A small task is typically a change that takes 15–20 minutes such as:

  • Updating text or swapping an image
  • Adding a link, adjusting a menu item
  • Installing/configuring a straightforward plugin
  • Creating a simple page using an existing layout and content you provide
  • Minor styling tweaks using existing theme controls

Not small tasks (usually billed separately):

  • Full redesigns or new page templates
  • Custom coding, plugin development
  • Complex integrations (CRM, API automations)
  • Large content uploads without prepared content
  • Debugging deep theme conflicts requiring custom development

If a task is larger than included scope, we’ll tell you upfront and offer:

  • a mini-project quote, or
  • a time-based billing option (if you offer that), or
  • a plan upgrade where appropriate

8) Emergency work (security, hacks, site down)

If your site is compromised or down:

  • We prioritize stabilization first (stop the damage, bring site back)
  • Then we investigate root cause
  • Then we harden to reduce repeat incidents
  • If the issue is beyond the plan’s inclusions, we may recommend a one-off service such as:
    • Security & Malware Cleanup
    • Backup & Recovery
    • Speed Optimization
    • Migration to Managed Hosting

9) Planned maintenance windows

Some maintenance (updates, migrations, major changes) may require scheduled windows. We aim to:

  • Perform potentially disruptive work during low-traffic times
  • Use staging where feasible for higher-risk sites
  • Communicate before making major changes

10) Client communication expectations

To keep work smooth, we ask clients to:

  • Provide timely access and required information
  • Respond to questions during active troubleshooting
  • Avoid making major changes during ongoing investigation (unless coordinated)

11) Changes to this document

We may update these Service Level Expectations as our systems evolve. The latest version will always be posted on this page with an updated date.