HostLogic Service Level Agreement
Defining the service scope, response standards, and commitments for HostLogic Managed WordPress Hosting.
1 Introduction
This Service Level Agreement (SLA) defines the service scope, responsibilities, and response standards for HostLogic Managed WordPress Hosting. It applies to all websites hosted under a HostLogic hosting agreement.
The purpose of this document is to set clear expectations between HostLogic and the Client (referred to throughout as “the Partner” where the Client is an agency or reseller) regarding the services provided, service levels maintained, and the boundaries of responsibility.
A countersigned copy of this SLA will be provided as part of onboarding.
2 Scope of Agreement
This agreement covers all WordPress websites hosted on HostLogic infrastructure. Services are divided into three categories: those delivered automatically, those available on request, and those outside the scope of this agreement.
3 Services Automatically Provided
The following services are included as standard with every HostLogic hosting plan and require no action from the Partner.
| Service | Description |
|---|---|
| Server & Infrastructure | Enterprise-grade WordPress hosting on Pressable infrastructure with automatic scaling, redundancy, and 99.9% uptime target. |
| Daily Backups | Automated daily backups with 30-day retention. Backups stored at a geographically separate location for disaster recovery. On-demand restores available on request. |
| 24/7 Uptime Monitoring | Continuous server and application monitoring with automated alerts. HostLogic is notified immediately of any downtime or performance degradation. |
| WordPress Core Updates | WordPress core is kept up to date with security patches and stable releases. Updates are tested before deployment to minimise risk. |
| Plugin & Theme Updates | All plugins and themes are updated regularly. Updates are monitored for conflicts and rolled back if issues are detected. |
| Security Hardening | Enterprise security suite including malware scanning, firewall protection, brute force prevention, and real-time threat monitoring via Jetpack Complete. |
| SSL Certificates | Free SSL certificates provisioned and auto-renewed for all hosted domains. |
| Performance Optimisation | Global CDN, image optimisation, caching, and performance tuning included as standard. Target: sub-3 second load times. |
| Staging Environments | One-click staging sites available for testing changes before pushing to production. |
4 Services Available on Request
The following services are provided in response to a direct request from the Partner and are included within the hosting agreement at no additional charge.
| Service | Description |
|---|---|
| Backup Restores | Manual restoration from any backup within the 30-day retention window. |
| DNS Management | Assistance with DNS configuration, domain pointing, and propagation for hosted sites. |
| Site Migrations | Full white-glove migration of existing WordPress sites onto HostLogic infrastructure, including database, files, and DNS cutover. |
| Incident Response | Root-cause analysis and resolution of hosting-related incidents including downtime, security breaches, or data issues. Post-incident reports provided for critical issues. |
| WordPress Upgrades | Coordinated major version upgrades where custom code or complex plugin configurations require additional testing. Standard minor/security updates are automatic. |
5 Services Not Included
This agreement does not cover the following. These may be available as separate engagements through WebLogic or referred to an appropriate partner.
| Category | Details |
|---|---|
| Website Design & Development | New website builds, redesigns, custom theme development, or new feature development. Available separately through WebLogic. |
| Content Changes | Updating page copy, adding blog posts, uploading images, or other content management tasks. The Partner retains full wp-admin access for these purposes. |
| Third-Party Integrations | New integrations with CRMs, payment gateways, marketing tools, or external APIs not currently configured on the site. |
| Custom Code Modifications | Changes to theme files, custom plugin development, or modifications to existing functionality beyond what is required for maintenance. |
| SEO & Marketing Services | Search engine optimisation, analytics configuration, ad tracking setup, or digital marketing strategy. |
| Email Hosting | Email hosting, configuration, or troubleshooting. We recommend Google Workspace or Microsoft 365 for business email. |
| Training | WordPress training, CMS walkthroughs, or onboarding support for end users. Available as a separate engagement. |
6 Support Hours & Response Times
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (Irish Time, UTC/UTC+1). Requests logged outside of these hours will be acknowledged on the next business day.
Support Channels: Email and ticketing system (details provided at onboarding). Phone support available for critical issues.
Response times are measured from the point a service request is received during business hours.
| Level | Severity | Definition | Response | Resolution |
|---|---|---|---|---|
| L1 | Critical | Complete loss of service, security breach, or confirmed data loss. Site is fully inaccessible. | 1 hour | 4 hours |
| L2 | High | Significant degradation of service impacting users or business operations. Site is live but key functionality is broken. | 2 hours | 8 hours |
| L3 | Medium | Minor issue affecting non-critical functionality. Site is operational but a component is not performing as expected. | 4 hours | 24 hours |
| L4 | Low | General enquiries, upgrade requests, non-urgent configuration questions, or service information requests. | 8 hours | 48 hours |
Response time refers to initial acknowledgement. Resolution target refers to the aim to have the issue fully resolved or a workaround in place. Complex issues may require extended timelines — the Partner will be kept informed of progress.
7 Uptime Commitment
HostLogic targets 99.9% uptime for all hosted websites, measured on a monthly basis. This equates to no more than approximately 43 minutes of unplanned downtime per month.
Scheduled maintenance windows will be communicated to the Partner at least 48 hours in advance and will be carried out during low-traffic periods where possible.
The uptime commitment excludes downtime caused by:
- Force majeure events beyond reasonable control
- Scheduled and emergency maintenance (communicated in advance)
- Issues originating from third-party services or APIs
- Actions taken by the Partner or their clients within wp-admin
- DNS propagation delays outside HostLogic infrastructure
8 Infrastructure
HostLogic websites are hosted on enterprise-grade Pressable infrastructure, an Automattic company. This provides:
- High-availability, geo-redundant NVMe servers optimised for WordPress
- Global CDN with edge caching for fast content delivery worldwide
- Automatic server failover — if a server fails, another automatically loads the site
- Server-level caching (page cache, object cache, OPcache) — no caching plugins required
- Datacentre-level redundancy for power, cooling, and network connectivity
Pressable guarantees 100% network and infrastructure availability (excluding scheduled maintenance). In the event of infrastructure downtime, Pressable credits 5% of the monthly fee per 30 minutes of downtime, up to 100%. This upstream guarantee underpins HostLogic’s own uptime commitment.
9 Data Protection & Security
HostLogic takes the security and privacy of Partner data seriously. All hosted sites benefit from the following as standard:
- Encrypted data transfer (SSL/TLS) for all hosted domains
- Daily automated malware scanning and threat monitoring
- Web Application Firewall (WAF) protection
- Brute force login protection
- Geographically separated backup storage
- GDPR-compliant infrastructure and data handling processes
HostLogic operates as a Data Processor where personal data is involved. A Data Processing Agreement (DPA) is available on request.
10 Partner Responsibilities
To ensure the effective delivery of services under this agreement, the Partner agrees to:
- Maintain secure wp-admin credentials and not share login details with unauthorised parties
- Notify HostLogic promptly of any suspected security issues or unusual site behaviour
- Ensure that any plugins or themes installed by the Partner are from reputable sources and properly licensed
- Not install server-level software, modify hosting configurations, or attempt to bypass security measures
- Provide timely access and information when requested by HostLogic to resolve support issues
11 Support Contact
Service requests received outside of business hours will be acknowledged at the start of the next working day. Critical issues detected by automated monitoring are escalated immediately regardless of time.
12 General Terms
This SLA is effective from the date of countersignature and remains in force for the duration of the hosting agreement. HostLogic reserves the right to update this SLA with 30 days’ written notice to the Partner.
All HostLogic Terms & Conditions and Acceptable Use Policy apply. In the event of any conflict between this SLA and the general Terms & Conditions, the Terms & Conditions shall prevail.