Last Updated: 4/13/2025
1. Scope of Service
WPCharger provides ongoing WordPress support, design, and development for existing websites. Example services include (but are not limited to):
- Design and development changes
- Content updates
- Plugin/extension installations
- Speed and mobile optimization
- Technical SEO
- Troubleshooting and repair
- Accessibility and UX improvements
- E-commerce support (Premium and Ultimate only)
Custom development, full redesigns, or new site builds are out of scope and will be quoted separately upon request.
2. Task Limits
Each plan includes a monthly number of tasks (maximum 45 minutes per task).
- Tasks must be submitted through our secure online portal.
- Multiple tasks may be submitted; we will work on them based on your plan’s concurrency limits.
- Out-of-scope requests do not count toward your task allowance but are billed separately.
3. Turnaround Time
- Essential: 1 active task at a time, completed within 3–5 business days
- Premium: 1 active task at a time, completed within 1–2 business days
- Ultimate: Up to 3 active tasks at a time, each completed within 1–2 business days
Turnaround times are estimates based on standard task complexity and may vary based on queue and task type.
4. Emergency Support
- All plans include emergency support for urgent site issues.
- For emergencies, email support@wpcharger.io.
- Emails are monitored approximately every 4 hours during daytime hours, including weekends.
5. Error Repair Policy
- All plans include free error repair (up to 2 hours per incident). Custom plugins, themes, and third-party software are not covered for free.
- If an issue requires more than 2 hours to resolve, you will receive a time estimate and the option to approve additional work.
- If an issue is clearly caused by WPCharger’s error or negligence during our work, we will resolve it at no cost to you, within a reasonable scope (up to 5 hours of labor). In the rare case that a resolution is expected to exceed this limit due to complexity or severity, we will inform you and offer solutions, which may include a discounted or no-cost repair at our discretion.
6. Communication
- Official support hours are Monday–Friday, 8am–4pm PT, via email. Tasks must be submitted before this time to be completed during the next business day.
- Calls are available by appointment and are limited based on your plan.
- Additional calls may be scheduled using your task allowance or billed separately upon request.
7. Time Off and Holidays
- Planned time off will be announced at least 30 days in advance.
- Weekends are monitored for emergencies only.