This SLA outlines the performance standards and communication protocols for clients enrolled in Yohoster, LLC maintenance plans. Our goal is to provide senior-level technical certainty through a structured, distraction-free engineering environment.
1. Support Categorization and Response Times
To maintain a high standard of deep work, Yohoster triages all requests based on the following severity levels. Response times refer to the acknowledgment of the issue and the initiation of the technical audit.
- Priority 1: Critical (Site Down / Checkout Failure)
- Definition: The entire website is inaccessible or the WooCommerce checkout process is completely broken, preventing all revenue generation.
- Target Response: Within 12 business hours.
- Priority 2: Serious (Broken Features / Security Warning)
- Definition: The site is online, but a major feature (e.g., search, product filtering) is failing, or a security vulnerability has been flagged.
- Target Response: Within 24 business hours.
- Priority 3: Routine (Content Updates / Minor CSS Tweaks)
- Definition: General maintenance tasks, text changes, or non-critical requests.
- Target Response: Within 2 to 3 business days.
2. Maintenance and Optimization Windows
To ensure your store remains performant, Yohoster performs routine engineering tasks during low-traffic windows.
- Database Power-Cleaning: Weekly optimization of transients and revision history is performed during off-peak hours (typically between 12:00 AM and 4:00 AM MST).
- Manual Update Vetting: Core, plugin, and theme updates are manually reviewed and applied on a rolling monthly basis to prevent technical conflicts.
3. Staging and Deployment (WooCommerce Plan Only)
For clients on the WooCommerce Management plan, a staging environment is utilized for all “Priority 2” and “Priority 3” changes. No custom code snippets or structural changes will be deployed directly to the production environment without successful testing in the staging “Safe Zone.”
4. Communication Protocol
As a senior engineering consultancy, we prioritize documented, asynchronous communication to ensure technical precision.
- Primary Channel: All requests must be submitted via the client portal or the designated support email address.
- Phone and Live Chat: Yohoster does not provide phone-based support or real-time chat. This policy ensures that our senior specialists can focus 100% on resolving your issue without the interruption of a call queue.
5. Service Exclusions
This SLA does not apply to issues caused by:
- Unauthorized modifications to the site code by the client or third-party developers.
- Failures in upstream third-party APIs (e.g., Stripe, PayPal, or FedEx) beyond our architectural control.
- Domain expiration or billing failures related to the client’s registrar account.