This service level agreement (SLA) describes what the Customer can expect from the maintenance and SLA plans of WIWO Media, a trade name of CW Nederland B.V.: which work is included, how support hours work, how WIWO Media responds to incidents and how maintenance is scheduled. The SLA forms part of the Agreement and supplements Part E of the terms and conditions (Articles 44 and 45). Capitalised terms have the meaning given to them in the terms and conditions.
This English version is provided for convenience. In case of any discrepancy, the Dutch version prevails.
Article 1. Scope
1.1 This SLA applies to the Basis, Premium, Ultimate and VIP maintenance and SLA plans. Under these plans, WIWO Media takes care of the technical maintenance of a Customer website, in particular WordPress websites.
1.2 A plan applies per website, unless the product description or quotation states otherwise.
1.3 In the event of a conflict, the product description at the time of ordering or an accepted quotation prevails over this SLA, and this SLA prevails over Part A of the terms and conditions.
Article 2. What the plans include
2.1 Depending on the plan selected, WIWO Media carries out the following work. The exact scope and frequency per plan are set out in the product description shown when ordering in the Customer Portal.
| Item | Basis | Premium | Ultimate | VIP |
|---|---|---|---|---|
| Updates to WordPress, plugins and themes | Yes | Yes | Yes | Yes |
| Backups | Yes | Yes | Yes | Yes |
| Malware scan | Yes | Yes | Yes | Yes |
| Database optimisation | Yes | Yes | Yes | Yes |
| Support hours per month | As per product description | As per product description | As per product description | As per product description |
| Additional security measures | No | No | Yes | Yes |
| Hosting included | No | No | No | Yes |
| Priority for requests | Standard | Higher than Basis | Higher than Premium | Highest |
2.2 Depending on the plan, support hours amount to one to two hours per month, as stated in the product description. The Customer can use support hours for small changes, help with using the website and resolving issues that are not already covered by the maintenance.
2.3 Hosting is included in the VIP plan. Part B of the terms and conditions applies to that hosting. With the other plans, the website can also be hosted by WIWO Media under a separate hosting plan.
2.4 If the website is not hosted by WIWO Media, WIWO Media performs the maintenance to the extent the Customer's hosting environment technically allows. The Customer provides the necessary access. In that case, backups, malware scans and security measures may be more limited than with hosting by WIWO Media.
Article 3. Support hours
3.1 Support hours apply per calendar month. Unused hours expire at the end of the month. They are not carried over to the following month and are not credited or refunded.
3.2 WIWO Media records time spent in increments of fifteen minutes. On request, the Customer can receive an overview of the hours used in a month.
3.3 If the work for a request is likely to exceed the remaining support hours for the month, WIWO Media will inform the Customer in advance. WIWO Media carries out work beyond the included hours only with the Customer's approval and invoices it as additional work at the applicable hourly rate.
3.4 Work required because of an error by WIWO Media is not deducted from the support hours.
Article 4. Reporting incidents and requests
4.1 The Customer preferably reports incidents and requests through the Customer Portal at https://mijnwiwo.nl. The Customer can also email info@wiwomedia.nl or call +31 10 340 04 44 (on Business Days).
4.2 A report should at least include the name of the website, as clear a description of the problem as possible, when it occurs and, where possible, screenshots or error messages. If an incident makes the whole website unavailable, the Customer should preferably call, so that the report is picked up straight away.
4.3 WIWO Media will never ask for passwords or payment details by email. The Customer shares login credentials only through the Customer Portal or another secure method indicated by WIWO Media.
Article 5. Priority and response times
5.1 WIWO Media classifies reports by severity:
| Priority | Description | Examples |
|---|---|---|
| Critical | The website is unavailable, has been hacked or poses an immediate security risk | The website shows an error, malware has been found, the website is sending spam |
| High | An important function is not working, but the website is still available | Ordering or payment in the online shop fails, the contact form sends nothing |
| Normal | A limited issue, a question or a change request | A display issue, a question about using the site, a small text change |
5.2 For incidents reported on Business Days between 09:00 and 17:00 (Amsterdam time), WIWO Media will endeavour to respond within a few hours. For reports made outside these hours or at the weekend, WIWO Media will endeavour to respond on the next Business Day. A response is a first substantive reply and not necessarily a resolution.
5.3 WIWO Media handles reports in order of priority. Where priority is equal, reports from customers on a higher plan are handled first, in the order VIP, Ultimate, Premium, Basis.
5.4 The response times in this SLA are a best-efforts obligation. WIWO Media aims to resolve critical incidents as quickly as reasonably possible or, where that cannot be done immediately, to provide a temporary workaround, for example by restoring a backup.
5.5 WIWO Media keeps the Customer informed of progress on critical and high priority incidents.
Article 6. Monitoring
6.1 WIWO Media's systems are monitored automatically 24 hours a day, 7 days a week. Alerts are triaged with the help of AI, so that serious problems are identified more quickly.
6.2 This monitoring is a best-efforts service and not a commitment that every incident outside Business Days will be picked up immediately by a staff member. Human support is available on Business Days.
Article 7. Maintenance and maintenance windows
7.1 WIWO Media carries out updates and other planned maintenance at night wherever possible, so that website visitors are affected as little as possible.
7.2 WIWO Media announces planned maintenance in advance only where it involves a major or urgent intervention that may cause the Customer noticeable disruption. Routine updates and minor work are not announced separately.
7.3 In the event of a security vulnerability in WordPress, a plugin, a theme or the server software, WIWO Media may apply an update or a temporary measure immediately and without prior notice.
7.4 WIWO Media makes a backup before larger updates, so that the website can be restored if problems arise. If an update causes a problem, WIWO Media restores functionality where necessary by rolling back the update or restoring the backup, as set out in Article 45 of the terms and conditions.
7.5 WIWO Media may postpone or skip an update if, in its judgement, it poses a risk to the website's operation. WIWO Media will inform the Customer if a postponed update remains outstanding for longer and this creates a security risk.
Article 8. Availability
8.1 WIWO Media endeavours to keep websites covered by a maintenance and SLA plan as available and secure as possible. WIWO Media does not guarantee any uptime percentage or uninterrupted availability.
8.2 No service credits, discounts or penalties apply under this SLA if a response time is not met or a website is unavailable. Article 16 of the terms and conditions (liability) continues to apply.
Article 9. Exclusions
9.1 The following work and situations are not covered by this SLA, unless expressly agreed otherwise in Writing:
- problems caused by changes made by the Customer or third parties to the website, code, plugins or server;
- developing new functionality, a new design or new pages;
- entering or changing content, such as text, images and products, except within the support hours;
- licence fees for premium plugins and themes. WIWO Media can only update premium plugins whose licence the Customer manages itself if the Customer provides a valid licence;
- software, plugins and themes for which the developer no longer releases updates, or PHP versions and other server software that are no longer supported;
- incidents at third parties, such as payment providers, external integrations, third-party email services and the Customer's hosting where it is not provided by WIWO Media;
- unmanaged VPS and servers (Part D of the terms and conditions);
- force majeure situations as referred to in Article 17 of the terms and conditions.
9.2 WIWO Media can help the Customer with work that falls under an exclusion. That work is deducted from the support hours or invoiced as additional work, with the Customer's prior approval.
Article 10. The Customer's obligations
10.1 The Customer gives WIWO Media the access needed for the maintenance, such as an administrator account in WordPress and, where hosting is not provided by WIWO Media, access to the hosting environment.
10.2 The Customer informs WIWO Media in advance of changes it makes to the website itself or has made by third parties, such as installing new plugins.
10.3 The Customer remains responsible for the content of its website and for compliance with the laws and regulations that apply to the website.
Article 11. Reporting
11.1 On request, WIWO Media provides the Customer with an overview of the maintenance carried out, such as updates applied, backups, malware scan results and support hours used.
Article 12. Term, changes and termination
12.1 A maintenance and SLA plan is a Subscription. Article 11 of the terms and conditions governs its term, renewal and termination. For the VIP plan, the included hosting ends when the plan ends.
12.2 The Customer may upgrade to a higher plan at any time. A move to a lower plan takes effect at the end of the current term.
12.3 WIWO Media may amend this SLA in accordance with Article 22 of the terms and conditions.
Article 13. Telephony
13.1 This SLA does not apply to telephony. WIWO Media does not (yet) offer an SLA for telephony: as long as the platform is not set up redundantly, WIWO Media does not guarantee an availability percentage.
13.2 Telephony is governed by Part G of the terms and conditions, including the fair use policy for unlimited calling (Article 55.6) and the rules on emergency calls (Article 54): calling 112 always works, even if the telephony service has been suspended, and the emergency control room does not automatically see where the caller is, so anyone calling 112 always states their address themselves.