This Service Level Agreement describes the service levels for the WP Guard Guaranteed managed plan. It forms part of our Terms and Conditions and should be read with our Guarantee.

Last updated: 29 July 2026

Who this applies to

This SLA applies to customers on the Guaranteed managed plan whose website has passed our clearance scan and whose account is in good standing. The free scanner and the Pro plugin are self-serve tools and are provided without a managed service level.

Monitoring

We monitor covered websites around the clock, using automated detection that real people review. Because we are always watching, we will often know about a problem before you do.

Response

When something serious happens on a covered website, we respond within 24 hours, around the clock. In practice, that means a real person starts work on the issue and stays on it through containment, cleanup and recovery.

Updates and maintenance

We keep WordPress core, themes and plugins on covered websites up to date, and apply those updates in a way that aims to avoid breaking your site. Where an update needs extra care, we test it first and roll it out in a controlled way.

Backups and restoration

Covered websites are backed up as part of the managed service, and we can restore from a clean backup as part of recovery.

Availability

We host covered websites on secured infrastructure and monitor availability closely. This SLA describes how we watch and respond; it is not a promise that any website will never be offline, since some causes sit outside any provider’s control.

Exclusions

The service levels above do not apply to issues caused by changes made outside our management, third-party services or platforms we do not control, or events outside reasonable control. See the Guarantee for the full picture of what is and is not covered.

Getting help

If something urgent is happening on a covered website, email support@wpguard.ai and say so in the subject line so we can prioritize it.