Fair-Use Policy

We provide unlimited and priority support for WordPress and WooCommerce sites, but are keen to help everyone as efficiently and effectively as possible. For that reason, we have a Fair-Use Policy. What this exactly entails, you will read below.

General starting points:

  • Each Monthly Support Plan is valid for one website with one WordPress installation. You can only request support for this website.
  • One support inquiry at the same time. In this way, we can keep a good overview.
  • You can expect to receive a response within 2 hours, 7 days a week between 9AM and 9PM CEST timezone.
  • We expect normal usage for support requests. Be patient and kind always towards our Support Specialists. High-demanding and many support requests will lead to evaluation or suspending of your account by Woosa.

Exclusions

We will not deliver support in the following scenarios:
  • Extremely unstable or poorly built websites.
  • Websites with a maintenance backlog more than 12 months ago.
  • Websites built with the following page builders:
    • Visual Composer
    • WPBakery

We do our utmost to optimally maintain and support WordPress and WooCommerce websites. However, in some cases a website is so unstable or technically problematic that resolving support requests requires an excessive amount of time and effort.

Therefore, we reserve the right to refuse or limit our support services if:
  • The website is built with outdated or conflicting technologies that cause structural problems and bugs.
  • The code base is extremely unstable, for example due to a build-up or poorly written custom code.
  • The website consists of an excessive number of plugins that together cause unpredictable behavior, which will make troubleshooting impossible.
  • There are structural problems with the database or server configuration that make normal support requests unreasonably complex.
What will happen in these cases?
  • Woosa will notice the health and complexity of the website during the first extended Site Audit. Based on this we will assess the situation and indicate which issues fall outside of our support plan.
  • If desired, we can advise on a solution. Think of rebuilding (parts of) the website or switching to a different hosting provider.
  • We can refuse support requests if the required time and complexity are not in proportion to the chosen Support plan.
No custom development

Our Monthly Support plans are focused on delivering support not on coding new features. We provide unlimited support and maintenance, but will not execute custom development tasks. This means:

  • No custom development or new features. For example, a custom developed plugin or new features added to the website.
  • No redesigns or changing the infrastructure of the website.
  • No custom configuration of plugins.
  • No new API connections or integrations with third-party platforms or plugins.

 Do you need custom development? You can request a quote via our website.

No maintenance for external services and software

For us it is impossible to support other companies’ code or logic. This means:

  • No support for external webshop platforms, like: Shopify, Magento, Bigcommerce, Wix etc.
  • No support or maintenance for third-party software outside of WordPress.
  • No guarantees for integrations with external tools (like payment gateways and accountancy software).
What will we do?

Troubleshoot within WordPress and point third-parties into the right direction where the problem, conflict or bug is appearing.

Inclusions

Cloud Backups
  • Setup and configure the Cloud Backup system. 
  • Store Cloud Backups.
  • When necessary reinstate a certain Cloud Backup to your WordPress website.
Database Cleanups
  • Superficial database cleanups through plugins, which minimizes certain database tables automatically.
  • In-depth database cleanups: removing archived post meta and posts and deleting redundant database tables.
  • Any issue within the database to minimize the size and improve performance.
Regular Maintenance
  • WordPress plugin updates.
  • WordPress theme updates.
  • Framework updates (PHP, jQuery etc.)
Security Scan & Maintenance
  • Daily scans for security breaches and malware.
  • Daily scans for breaches in installed plugins.
  • Removing files and plugins that causes risks of being hacked.
Speed & Performance Improvements
  • Install and maintain speed & performance improvements.
  • Track speed metrics automatically on a monthly basis.
24/7 Uptime Monitoring
  • Enable and configure uptime monitoring.
  • Deliver pro-active support within 2 hours when downtime notification has been received.
Unlimited Troubleshooting
  • Troubleshoot when an issue in the store is arising. 
  • Deliver a detailed report for third-party plugins or platforms to solve the problem or bug. 
Unlimited Bug Fixing
  • Bug fixing based on Troubleshooting for the plugins and tools developed and supported by Woosa.
Priority Support
  • Deliver priority support via email, live chat and WhatsApp.
  • Average response time of 2 hours, 7 days a week between 9AM and 9PM CEST timezone.

These exclusions and inclusions are subject to possible changes. Woosa B.V. reserves the right to change or supplement these exclusions and inclusions within reason. See the current version at woosa.com/wordpress-support/fair-use-policy.