This document describes support targets and included services for the SRV-CORE Business hosting plan. It supplements our Terms of Service, Acceptable Use Policy, and Refund Policy.
If you have Business Concierge, additional care hours apply — contact sales or see your order confirmation.
1. Plan covered
This SLA applies to customers with an active Business hosting subscription purchased from SRV-CORE LLC through https://accounts.srv-core.com.
Plan limits (websites, storage, traffic, mailboxes, databases, backups, staging) are defined at checkout and in your client area.
2. Support channel and hours
| Item | Business plan |
|---|---|
| Channel | WHMCS support tickets only |
| Portal | https://accounts.srv-core.com/submitticket.php |
| [email protected] (creates or routes to tickets) | |
| Business hours | Monday–Friday, US Central Time, excluding U.S. federal holidays |
| First response target | 8 business hours from ticket creation |
Important: The response target is for our first reply to your ticket. It is not a guarantee of resolution time, site uptime, or same-day completion. See Section 9.
3. What we help with (included)
Within your plan and reasonable use of included support time (~9 hours per year):
- Website or hosting unavailable or severely degraded
- SSL certificate issues on our hosting
- Restoring from plan-included backups when available
- WordPress or plugin failures related to hosting environment
- Plesk control panel questions for included features
- Guidance on DNS or email records when you request it (see Section 4)
- One standard website migration in the first subscription year (see Section 5)
4. Email and DNS
- Email mailboxes included on the plan are hosted on SRV-CORE infrastructure (where your plan provides mailboxes).
- Third-party email (e.g. Microsoft 365, Google Workspace) remains your contract with that provider.
- We do not manage your domain registrar, DNS, or third-party email accounts as part of the base Business plan.
- Upon your request, we can provide guidance (e.g. which MX or TXT records to set) so you or your IT provider can make changes.
- Hands-on DNS or email work beyond guidance may be quoted at $95/hour or as a professional service.
5. Migration (first year)
New Business subscriptions include one (1) standard website migration in the first year. Business Concierge includes two (2) standard migrations in the first year (see your order confirmation).
Standard migration scope (each site):
- One (1) website
- Up to twenty (20) content pages
- Typical: WordPress or comparable corporate site within plan limits
- No custom applications or complex integrations
Exceptions: A different scope applies only when agreed in a written SRV-CORE offer or service order (quote, WHMCS order, or signed statement of work).
Advanced migrations beyond this standard scope require a separate written quote and are not covered by the standard inclusion.
Delivery process:
- Build on a private review environment (demo/staging URL)
- Your written approval
- Go-live on your production domain
6. Onboarding
Onboarding is delivered as written documentation (quick-start guide): client portal, support tickets, Plesk basics, and backups where applicable. We do not include a video onboarding call as part of the base Business plan unless explicitly stated in a written offer.
Business Concierge may include additional written materials (e.g. a 90-day success plan) per your order confirmation.
7. Staging
Business includes one (1) staging environment for one (1) WordPress site. Staging is for testing changes before production — not a second production site or unlimited clones.
8. Backups
Business includes daily backups with 7-day retention on our systems. Backups are a convenience, not a guarantee of recoverability. You remain responsible for maintaining your own independent backups of critical data.
9. SLA disclaimer
- Support targets are good-faith goals, not warranties.
- We do not guarantee uninterrupted service, specific uptime percentages, or outcomes of third-party software (WordPress plugins, themes, Wix exports, etc.).
- Issues caused by customer code, third-party plugins, force majeure, or registrar/DNS outside our control may require additional billable work.
- Nothing in this SLA limits remedies described in the Terms of Service or Refund Policy.
10. Not included (available as quoted services)
- Website design, redesign, or branding
- Content writing, SEO campaigns, or advertising
- WooCommerce or custom application development
- Unlimited monthly changes or a standing development retainer
- Replacement of media you do not have rights to use (e.g. some Wix-licensed assets)
- Business Concierge care hours (3 h/month) — upgrade to Concierge or purchase hourly blocks
Additional professional time: $95/hour (1-hour minimum blocks unless otherwise quoted).
11. Fair use of support time
Business includes approximately 9 hours per year of human technical support (~0.75 hours per month on average). Requests beyond this may be:
- Completed at $95/hour, or
- Addressed through an upgrade to Business Concierge, or
- Declined if abusive or outside scope
We may redirect design, marketing, or large project requests to Sales & Projects with a formal quote.
12. Changes
We may update this document at https://srv-core.com/legal/sla-business/. Material changes will be reflected in the date above and, where appropriate, communicated to active Business customers.
13. Contact
Support tickets: https://accounts.srv-core.com/submitticket.php
Email: [email protected]
Sales: [email protected] (Sales & Projects) or your account representative