Maintenance & Support Policy
Effective Date: 18 March 2026
Legal Entity: Ulement Sdn Bhd (200801013779 / 815068-P) operating as WPCare.
1. Infrastructure Scope and Inclusions
WPCare provides enterprise-grade WordPress infrastructure management. Our core maintenance plans cover the ongoing, routine engineering required to keep your system stable, secure, and fast. Included services are categorised as follows:
- System Support: Resolving 404/500 errors, repairing database connection failures, correcting PHP memory exhaustion, debugging plugin conflicts, and executing minor content or form modifications.
- Proactive Maintenance: Safe updates for WordPress core, themes, and plugins, accompanied by daily off-site cloud backups and continuous activity tracking.
- Performance Tuning: Page speed analysis, database optimisation, image compression, and Content Delivery Network (CDN) management.
- Security Hardening: Active malware scanning, zero-day threat mitigation, spam prevention, vulnerable file removal, and domain blacklist monitoring.
- Infrastructure Management: 24/7 uptime monitoring, server software updates, and DNS management. Note: For external, unmanaged hosting environments, we provide diagnostic data to help you communicate with your hosting provider.
2. Operational Baseline and Support Hours
While our automated security systems monitor your infrastructure 24 hours a day, our core engineering team processes standard support requests daily from 10:00 AM to 6:00 PM (MYT). Non-emergency requests submitted after 3:00 PM or during public holidays may be routed for processing on the following business day.
3. Service Level Agreement (SLA) and Triage
We categorise inbound requests based on technical severity and your active subscription tier. Clients on the Enterprise / WooCommerce tier receive strict priority routing, completely bypassing the standard support queue for immediate diagnostic allocation.
| Severity Level | Enterprise Plan | Growth & Foundation | Resolution Target |
|---|---|---|---|
| Emergency (Site offline, hacked, checkout broken) | Priority Escalation | < 1 hour | Immediate / ASAP |
| Technical Issue (Broken features, layout errors) | < 1 hour | < 2 hours | Within 24 hours |
| Support Assistance (Content updates, minor tweaks) | < 2 hours | < 6 hours | 1 to 2 business days |
| Change Request (New configurations, minor builds) | < 4 hours | < 8 hours | 5 to 10 business days |
| Low Priority (General inquiries) | < 12 hours | < 48 hours | Within 30 days |
The Enterprise SLA Commitment:
For high-volume stores and corporate portals, downtime has a direct, calculable cost. The Enterprise SLA guarantees that your infrastructure emergencies bypass the standard ticket backlog. Your requests are routed directly to the top of our operational queue, ensuring your most critical technical issues are diagnosed and triaged with absolute urgency.
4. Out of Scope (Tasks Not Supported)
WPCare is an infrastructure management partner, not a custom development or digital marketing agency. The following tasks are strictly out of scope for our standard maintenance plans:
- Development: Creating bespoke plugins, adding custom functionality, building new landing pages, switching page builders, or executing complete website redesigns.
- E-commerce Architecture: Customising WooCommerce checkout pages, resolving deep WooCommerce architectural conflicts, building sales funnels, or integrating new payment gateways.
- Marketing and SEO: Search Engine Marketing (SEM), social media management, SEO auditing, backlink building, or traffic generation.
- Platform Migrations: Converting sites from Wix to WordPress, Shopify to WooCommerce, or managing sites hosted on the restricted WordPress.com platform.
- External IT: Setting up or managing external corporate email accounts.
- Content: Graphic design, image creation, or supporting websites that host explicit content.
5. Out of Scope Authorisation and Additional Costs
If a requested execution falls outside the defined maintenance scope, our engineers will halt the request. We will provide a clinical assessment and a transparent, flat-rate commercial quote for your approval before any out-of-scope development work begins.
6. Access and Authorisation Protocols
To execute our engineering duties flawlessly, your organisation must provision WPCare with absolute administrative access to the following assets: WordPress administrator accounts, web hosting control panels, domain registrars, and any relevant third-party application licenses.