Governance & terms
SLA and terms
How quickly we respond, what your care plan covers, how development work is billed, and what we need from you.
1 Service level agreement & incident response windows
Maintainly guarantees initial response times based on ticket severity. All support requests must be logged through our official help desk (Fluent Support) to qualify for SLA tracking.
| Severity level | Definition & impact criteria | Guaranteed response window |
|---|---|---|
| Urgent / Critical | Complete site outage, active malware injection, or a broken checkout or payment flow. | Within 2 hours24/7 monitoring |
| High / Major | A core feature broken, a visual layout issue on a key page, or contact form delivery failing. | Within 12 hoursTargeted SLA |
| Normal / Minor | General queries, administrative adjustments, or non-critical dashboard questions. | Within 24–48 hours |
2 Scope separation: maintenance vs. development
Included in care plan maintenance
- Hack and malware removal, free, if your site is compromised while on a plan.
- Safe application of WordPress core, theme and plugin updates.
- Automated off-site cloud backups and staging rollbacks.
- Proactive security monitoring, WAF and vulnerability scans.
- Database optimization, transient purging and table repair.
- Uptime ping checks, SSL validation and performance audits.
Development, billed via block hours
- New page design, layout tweaks or custom styling.
- Installing new plugins or building custom features.
- Third-party API, webhook or CRM integration work.
- Graphic design, banner creation or copywriting edits.
- Major WooCommerce checkout or workflow restructuring.
3 Ad-hoc development blocks (£160 / 4-hour block)
To keep monthly plans cost-effective and strictly focused on site health, design and development requests are managed separately using pre-paid 4-hour blocks at £160 per block (£40/hr equivalent).
- Minute-by-minute deductions. Development work is deducted accurately down to the minute using dedicated time-tracking tools. You only pay for exact work performed.
- Transparent ticket logs. Every completed edit includes a detailed breakdown log attached directly to your Fluent Support ticket response.
- No expiration. Purchased block hours never expire as long as your monthly care plan remains active.
Development block
£160/ 4 hours
Pre-paid, used to the minute, never expires while your plan is active.
4 Client obligations & governance
Administrator access
To guarantee security and system stability, Maintainly must hold primary administrative privileges. Third-party developer access must be coordinated in advance.
Plugin licences
Premium plugin and theme subscriptions remain the client's responsibility unless provided under Maintainly agency licensing.
Billing & notice
Care plans are billed monthly in advance. Plans can be cancelled any time with 30 days' written notice.