WP Manager Support Policy
Our Terms and Conditions
If you have any questions about these Terms & Support Policy or do not agree with it, please contact us by clicking here before using the Website.
Before using any of the WP Manager services, you are required to read, understand and agree to these terms. You may only create an account after reading and accepting these terms. THE LEGAL AGREEMENTS SET OUT BELOW GOVERN YOUR USE OF THE WP MANAGER SERVICES (“SERVICES”). BY USING THE WP MANAGER SERVICES YOU AGREE TO THESE TERMS, AS SUCH MAY BE AMENDED FROM TIME TO TIME AT WP MANAGER’S ABSOLUTE DISCRETION. IF YOU DO NOT AGREE TO THESE TERMS, YOU ARE NOT AUTHORIZED TO USE THE SERVICES.
Acceptance of Terms
Description of service
The Site is an online service that offers support to operators of websites running on single-site installations of WordPress. Services include, but are not limited to, any service and/or content WP Manager makes available to or performs for you, as well as the offering of any materials displayed, transmitted or performed on the Site or through the Services.
Your access to and use of the Site may be interrupted from time to time as a result of equipment malfunction, updating, maintenance or repair of the Site or any other reason within or outside the control of WP Manager. WP Manager reserves the right to amend, suspend or discontinue the availability of the Site and/or any Service and/or remove any Content at any time at its sole discretion and without prior notice.
WP Manager service does not support multi-site WordPress installations.
WP Manager is not affiliated with the WordPress Foundation, WooCommerce or Automattic.
As a condition to using Services, you are required to open an account with WP Manager and to provide registration information, once you have submitted your registration details, WP Manager will create a username and password for you to access our online ticket support system. The registration information you provide must be accurate, complete, and current at all times. Failure to do so constitutes a breach of the Terms, which may result in immediate termination of your WP Manager account.
You may not use as a username the name of another person or entity or that is not lawfully available for use, a name or trade mark that is subject to any rights of another person or entity other than you without appropriate authorization, or a name that is otherwise offensive, vulgar or obscene.
Don’t reveal your Account information to anyone else. You are solely responsible for maintaining the confidentiality and security of your Account and for all activities that occur on or through your Account, and you agree to immediately notify WP Manager of any security breach of your Account. WP Manager shall not be responsible for any losses arising out of the unauthorized use of your Account. You are responsible for maintaining the confidentiality of your password and are solely responsible for all activities resulting from the use of your password and conducted through your WP Manager account.
Services are available only to legal entities and to individuals who are at least 18 years old.
The term “you” or “your” as used herein shall at all times include the individual or legal entity which has subscribed to the WP Manager Services hereunder, including but not limited to any and all persons and/or legal entities with which it is affiliated and/or associated, and their respective directors, officers, employees, agents, representatives, independent and dependent contractors, licensees, successors and assigns.
WP Manager Support Channels
We will only provide Support Services through our online support ticket system. You can access our live support ticket system by visiting our support center. We don’t provide our Support Service through any other channel apart from our hourly support service, which includes e-mail support. Only in special circumstances whereby both WP Manager and client agree to use other forms of communication – such as e-mail, will e-mail support be actively used as opposed to the support center.
All client support tickets and communications are confidential and are between you and our support team. Although we only accept tasks through our support ticket system, you may contact us if you have questions or would like some information by e-mail. Simply visit our contact page.
Providing Login Details
WP Manager will ask you for your hosting, FTP and WordPress login details and any other login credentials if necessary to accomplish your tasks.
This information is safe with us, and it is completely confidential. No one will have access to your website except our support team.
Support must be requested through the proper channels to be received and responded to in a reasonable amount of time. To request support please use the support ticket system available here.
Each request is subject to a maximum of your package allowance in hourly blocks. The effort required for development is exclusively determined by the WP Manager. For work outside of the scope of the WP Manager plans development agreement, WP Manager may provide alternative solutions to the client including referrals from trusted third parties.
WP Manager provides support between the hours of 9am – 9pm UK Time Monday through Friday, but provides no guarantee either express or implied on the timeframe of when a support request can or will be resolved.
Your requests are subject to approval by WP Manager or by its assigned agent.
Each support ticket will be handled on an hourly basis. For example, if you request support on an issue that takes 12 minutes, 15 minutes will be deducted from your allocated monthly allowance. If you request support on an issue that takes 25 minutes, 30 minutes will be deducted from your allocated monthly allowance.
What WP Manager Support Service Covers
We only support WordPress websites. Our Support Service includes but it’s not limited to:
- styling elements with CSS
- content population & image manipulation
- theme/ plugin audits
- optimising html, css and images
- updating/editing a page, menu, blog post (if content provided)
- WordPress consulting (advice and support)
- Creation of basic graphics (e.g banners, buttons etc)
- Plugin installation and implementation
What WP Manager Support Service Doesn’t Cover
- any tasks that require more than the allotted service hours of your support package.
- supporting websites that are not run on WordPress or WooCommerce.
- graphic and web design services (unless specifically agreed upon with WP Manager team).
- developing and designing websites and solutions from scratch (unless agreed upon with WP Manager team).
- off-site SEO services.
We reserve the right to turn down any task requests if they are outside the scope of our service. We always notify our customers in advance in any such cases.
WP Manager provides support between the hours of 9am – 9pm UK Time Monday through Friday, but provides no guarantee either express or implied on the timeframe of when a support request can or will be resolved.
If you register a support ticket after hours or late on a Friday, most tickets will be dealt with early morning Monday. Unless deemed urgent by the WP Manager support team (i.e my site has gone down).
Saturday and Sunday are nonworking days. (We have to live too)
We do not offer guaranted response times or SLA’s unless explicitly agreed upon beforehand with the WP Manager team upon signup. We really do genuinely care about our customers at WP Manager. That’s why we do our very best to respond to tasks as soon as possible, on average our response rate is between 2-4 business hours for all packages. You’ll often be surprised at how quickly we do get back to you however 🙂
Emergency Tasks / Emergency Support
We do not offer 24 hour emergency support. We do our very best to complete all tasks set for all plans and customer as quickly as humanly possible.
You must register on wpmanager.co.uk to use the Services, and you agree to keep your registration information accurate, complete and up-to-date as long as you continue to use the Services.
If you sign-up for one of our support plans, you agree to pay the monthly subscription and any variable usage-based fees, if any, for the account type you have selected and agree to any applicable restrictions and quotas. If you use PayPal, Stripe or a credit card for payment, you authorise WP Manager to automatically renew your monthly subscription and charge the then-current renewal fees to the PayPal account or credit card associated with your account. You may cancel your subscription prior to the next billing date to avoid future charges. Service will continue until the end of the current billing period, but no Service fees will be refunded for the current billing period. If you exceed any quota allocated to your account, such as the maximum file size allowed for backups, you will be notified via email and you must upgrade immediately to another type of account with a higher quota. WP Manager may cancel your subscription if you fail to upgrade within 7 days of being notified that you have exceeded your allowed quota.
If you have signed up for one of our support packages, any discounts agreed upon with your order will be honoured throughout the period specified by your plan. If the account owner fails to pay for services within five days of the payment due date or discontinues a support plan, any and all discounts applied to the user’s account in past payments will not be applied to future payments.
Prices for the Services may change at any time at WP Manager’s sole and exclusive discretion. The Services do not provide price protection or refunds in the event of a price reduction or promotional offering.
We can only remove Malware and viruses from your website for FREE after you have been a paid member for at least 24 hours. During the first 24 hour period of being a member, if your site is infected, we can clean your site for a one time fee of £79. It is required that we clean your site before we can begin to provide you with any of our other services including nightly backups and Uptime monitoring. If your site is infected with Malware within the first 24 hours of sign up, we will contact you via email with more information on how to pay for the Malware cleanup. When we contact you, you will have the option to pay for the Malware cleanup or you can cancel your membership and we will refund your membership payment. After you pay for the one-time Malware cleanup, the Malware will be removed by the end of the next Business day ( business days are Monday through Friday UK GMT). We can not guarantee that we can remove the Malware or virus from your site. If for some reason we can not clean your site, we will refund you both the one-time Malware cleanup fee and we will also refund you the membership fee.
YOU ARE RESPONSIBLE FOR THE TIMELY PAYMENT OF ALL FEES AND FOR PROVIDING WP MANAGER WITH A VALID PAYMENT METHOD FOR PAYMENT OF ALL FEES.
We reserve the right to refuse Services or cancel your subscription and revoke your membership access with a prorated refund for any reason we deem appropriate. You may not resell, share, or publish subscription credentials or access.
Use of service and rented content
You agree that the Service may include security technology that limits your use and that you shall use the Service in compliance with the applicable usage rules established by WP Manager and its licensors (“Usage Rules”), and that any other use may constitute a copyright infringement. WP Manager reserves the right to modify the Usage Rules at any time. You agree not to violate, circumvent, reverse-engineer, decompile, disassemble, or otherwise tamper with any of the security technology related to such Usage Rules for any reason—or to attempt or assist another person to do so. Usage Rules may be controlled and monitored by WP Manager for compliance purposes, and WP Manager reserves the right to enforce the Usage Rules without notice to you. You agree not to access the Service by any means other than through software that is acceptable to WP Manager. You shall not access or attempt to access an account that you are not authorized to access. Violations of system or network security may result in civil or criminal liability.
WP Hourly Support Refunds
In the unlikely event that you purchase an hourly with us and we can’t resolve or fix your issue for you, we will give you a full refund and restore things back to before we did any work on it as part of our 100% moneyback guarantee.
Passwords & Security
You are responsible for keeping your passwords secure, and you agree not to disclose your passwords to any third party. You are solely responsible for any activity that occurs under your user names and accounts, including any sub-accounts. You must notify WP Manager immediately of any unauthorised use of your accounts or any other security breach related to the Services. If WP Manager determines that a security breach has occurred or is likely to occur, WP Manager may suspend your accounts and require you to change your usernames and passwords.
Contract Commitment / Cancellations
You don’t have to commit to any contracts. You can also cancel your subscription plan at any time prior to the next billing date to avoid future charges, provided you let us know you would like to cancel your subscription with WP Manager. If you wish to cancel your subscription, simply contact us or leave us a support ticket stating that you would like to cancel your subscription. Service will continue until the end of the current billing period, but no Service fees will be refunded for the current billing period.
Compliance with Laws & Acceptable Use
You are solely responsible for your conduct related to the Services and Software.
You specifically agree that you will not use the Software or Services to:
violate any laws or regulations;
infringe the intellectual property or other rights of third parties;
transmit any material that contains viruses or other harmful computer code or files such as Trojan horses, worms or time bombs.
This indemnity obligation will survive the termination or expiration of your account and this Agreement. You agree to defend, indemnify, and hold WP Manager, its suppliers, resellers, partners and their respective affiliates harmless from and against any claims, liabilities, damages, losses and expenses, including reasonable attorney fees and costs, made by any third party due to your use of the Services, your connection to the Services or Software, your violation of this Agreement, or your violation of any rights of another.
Intellectual Property Protection
WP Manager respects the intellectual property of others and requires that users of the Services and Software do the same. When you use our Services, you may not upload, store, share, display, post, e-mail, transmit or otherwise make available any material that infringes any copyright, patent, trademark, trade secret or other proprietary rights of any person or entity. If you are found to be in violation of intellectual property, WP Manager will terminate your accounts.
Refusal of service
WP Manager (wpmanager.co.uk) reserves the right to refuse service to any individual, website, or blogs that contain offensive, obscene, hateful, malicious content or any other reason.
Limitations to Size and Number of Daily Data Backups
We backup your WordPress website on a daily basis for customers on the WP Manager Protect Plan, Pro Plan and Plus Plan. We only backup your WordPress Files, WordPress directories, and the WordPress Database. We do not backup files or directories that are not part of the WordPress installation. We store the number of backup files allowed according to your plan. The total space consumed by your website’s WordPress files and database file must be less than the maximum allowed, which is 1 GB. If your website’s backup exceeds the amount allowed by your plan, then you must upgrade to a higher plan. A typical WordPress business Website is less than 1 GB. If your website is bigger than 1GB, which is the maximum allowed by our professional plan, we will be glad to accommodate your business needs by charging you an additional fee for each extra 1 GB of data. We will inform you of that fee at the time that you exceed the 1 GB and you will not be charged for the first backup exceeding the 1 GB.
Limitations to Restoration of Data and Copies of Data
For all support plans, only 1 restore per month is free of charge. Any other required backup restores, will require a small fee (£19.99). You can request to restore your website from any of the existing backups created by our Services during the last x days as allowed by your plan. It is possible that on a given day a backup fails. If a backup fails you will receive notification of that failure and we can not restore your website to that date of failure. We can only perform a FULL restore of all the WordPress files and the database file from a specific backup file. We can not restore individual files or partial data. To request a restore of your website, you must contact us and we will provide you with further instructions. For the security of your data, we do not specify on our Site the entire procedure to request a restore of your website. We do not provide any guarantee on how long it will take us to restore your WordPress files and database from a backup but we try to start your restoration within on average 2 hours of receiving your authorised request. You can make additional requests for a restore at a cost of £19.99 per request. Depending on the size of your files and database, it can take anywhere from 15 minutes to 2 hours for the restoration process to complete. You can request a free copy of your backup file (limited to 1 free request per month). You can make additional requests for a backup file at a cost of £19.99 per request. To request a copy of your backup file, just contact us and we will provide you with further instructions on how to download your backup file.
Limitations to Website Updates
By subscribing to one of our plans, you authorise us to update all of the WordPress core files, the active theme, and all of the active plugins as needed. We update all WordPress plugins and themes (when a new release is available) that allow automatic updates. By automatic updates, we mean all themes and plugins that can be updated from within the WordPress Dashboard. We will not update any themes or plugins that require a file upload. We perform all updates after confirming that your website was successfully backed up. We will only update plugins and themes that are compatible with the version of WordPress that you have installed. We will only update the WordPress core files if all your plugins are compatible with the latest version of WordPress. If after performing any update, your website is not working as it should, we will restore your website for free to how it was before the update. When a new release of a plugin or theme is available, it can take us up to 72 hours to perform the updates because we first need to verify that the updates are compatible with your current WordPress version. We will update inactive themes and plugins for security reasons but we highly recommend that you delete all inactive themes and plugins. We will never delete a plugin or theme without your prior written consent. We typically start all backups at 12 AM GMT and then perform all updates after confirming that your website was successfully backed up. It is your sole responsibility to notify us via email if you notice that your website is not working properly after any updates are performed and ask us to restore your website to the latest backup version. If we have to restore your website, we can not recover any content, posts, pages, or any changes that occurred between the time the backup was created and the time the website was restored.
Term & Termination
This Agreement, and any posted revisions, remain in effect as long as you continue to maintain an account or use the Services. You may terminate your account at any time, for any reason, by following the instructions on the Site and discontinuing use of the Services. WP Manager may terminate your account and this Agreement immediately and without notice if you fail to renew your subscription, fail to pay any fees or invoices after seven days when due, or otherwise fail to comply with this Agreement. On termination or expiration of your account or this Agreement, you will no longer have the right to continue to use the Software and the Services, and you will no longer be able to access and restore your backup data. Also, upon termination under this Agreement, you specifically agree that WP Manager has no obligation to provide you or anyone else with a copy of your backup data and that WP Manager may automatically purge your backup data from any systems used by WP Manager to backup your data.
Third party materials
Certain services available may include materials from third parties. WP Manager may provide links to third-party websites as a convenience to you. You agree that WP Manager is not responsible for examining or evaluating the content or accuracy and does not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties. You agree that you will not use any third-party materials in a manner that would infringe or violate the rights of any other party and that WP Manager is not in any way responsible for any such use by you.
Disclaimer of Warranties
YOU SPECIFICALLY AGREE THAT YOUR USE OF THE SERVICES IS AT YOUR SOLE RISK, AND THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. WP Manager, ITS SUPPLIERS, RESELLERS, PARTNERS AND THEIR RESPECTIVE AFFILIATES EXPRESSLY DISCLAIM ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. IN PARTICULAR, WP Manager, ITS SUPPLIERS, RESELLERS, PARTNERS AND THEIR RESPECTIVE AFFILIATES MAKE NO WARRANTY THAT (A) THE SERVICES WILL MEET YOUR REQUIREMENTS; (B) YOUR USE OF THE SERVICES WILL BE TIMELY, UNINTERRUPTED, SECURE OR ERROR-FREE; (C) ANY INFORMATION OBTAINED BY YOU AS A RESULT OF THE SERVICES WILL BE ACCURATE OR RELIABLE; AND (D) ANY DEFECTS OR ERRORS IN THE SERVICES WILL BE CORRECTED.
ANY MATERIAL DOWNLOADED OR OTHERWISE OBTAINED THROUGH THE USE OF THE SERVICES IS ACCESSED AT YOUR OWN DISCRETION AND RISK, AND YOU WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR DEVICE OR LOSS OF DATA THAT RESULTS FROM THE DOWNLOAD OF ANY SUCH MATERIAL. YOU FURTHER ACKNOWLEDGE THAT THE SERVICES ARE NOT INTENDED OR SUITABLE FOR USE IN APPLICATIONS THAT COULD LEAD TO DEATH, PERSONAL INJURY, OR SEVERE PHYSICAL OR ENVIRONMENTAL DAMAGE.
Limitation of Liability
In no event shall WP Manager be liable to You under any legal or equitable theory, including but not limited to contract, tort, strict liability, negligence, common law or with respect to the site, the service or any content (i) for any lost profits, loss of use, or actual, special, indirect, incidental, punitive, or consequential damages of any kind whatsoever. You understand that your sole remedy for any damages you allege have been sustained as a result of the Services is to cancel your subscription.
WP MANAGER, AND THEIR LICENSEES, AFFILIATES, AND LICENSORS MAKE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE SERVICES, INCLUDING, WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. YOUR SOLE REMEDY, AND OUR SOLE LIABILITY, SHALL BE YOUR ABILITY TO TERMINATE THE SERVICE EFFECTIVE UPON RECEIPT BY WP MANAGER OF YOUR WRITTEN NOTICE OF TERMINATION, TO THE FULLEST EXTENT ALLOWED BY APPLICABLE LAW.
You acknowledge that use of the Services and Software may be subject to the export and import laws of the United Kingdom and other countries. You agree to comply with all export and import laws and regulations. You agree that you will not use the Services and Software for any purposes prohibited by United Kingdom law, including the development, design, manufacture or production of missiles, nuclear, chemical or biological weapons. this Agreement and the relationship between you and WP Manager will be governed by the laws of United Kingdom, excluding its conflicts of law provisions. You agree to submit to the personal and exclusive jurisdiction of the courts located in United Kingdom to resolve any dispute or claim arising from this Agreement. As to intellectual property rights, you specifically agree that WP Manager may file an action in any jurisdiction to protect or enforce its rights. The United Nations Convention on Contracts for the International Sale of Goods will not apply to this Agreement. this Agreement constitutes the entire agreement between you and WP Manager and completely replace any prior agreements between you and WP Manager in relation to the Services and Software. If any part of this Agreement is held invalid or unenforceable, that portion will be construed in a manner consistent with applicable law to reflect, as nearly as possible, the original intentions of the parties, and the remaining portions will remain in full force and effect. The failure of WP Manager to exercise or enforce any right or provision of this Agreement will not constitute a waiver of such right or provision. You agree that, except as otherwise expressly provided in this Agreement, there will be no third-party beneficiaries to this agreement. You agree that any claim or cause of action related to this Agreement or the use of the Services and Software must be filed within one (1) year after the cause of action arose or be forever barred.
You may not assign or transfer any of your rights or obligations under this Agreement to a third party without the prior written consent of WP Manager. WP Manager may freely assign this Agreement to a third-party in the future.
Changes to This Agreement
WP Manager reserves the right at any time to modify, suspend, or discontinue providing the Services, in whole or in part, without notice. While not obligated to do so, WP Manager will use commercially reasonable efforts to notify you of any such action by sending you an e-mail, an in-client message or by posting relevant information on the Sites. WP Manager reserves the right to modify this Agreement at any time, and each such modification will be effective upon posting on the Site. All material modifications will apply prospectively only. Your continued use of any Services following any such modification constitutes your agreement to be bound by the modified Agreement. To stay informed of any changes, please review the most current version of this Agreement posted on the Site. If you do not agree to be bound by this Agreement, you must stop using the Services immediately.
No agency, partnership, joint venture, or employment is created as a result of the Terms and you do not have any authority of any kind to bind WP Manager in any respect whatsoever. The failure of either party to exercise in any respect any right provided for herein shall not be deemed a waiver of any further rights hereunder. WP Manager shall not be liable for any failure to perform its obligations hereunder where such failure results from any cause beyond WP Manager’s reasonable control, including, without limitation, mechanical, electronic or communications failure or degradation (including “line-noise” interference). If any provision of the Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that the Terms shall otherwise remain in full force and effect and enforceable. WP Manager may transfer, assign or delegate the Terms and its rights and obligations without your consent.