Terms and Conditions

Welcome to LadderWP!

By purchasing any of our WordPress maintenance and support services on a subscription basis, you agree to abide by these Terms and Conditions. Please review them carefully as they outline important information regarding your subscription service scope, SLAs, payment terms, and more.

1. Definitions

  • LadderWP: Refers to LadderWP, the service provider (“we,” “us,” or “our”).
  • Client: The person, business, or entity purchasing services from LadderWP.
  • Services: Refers to the WordPress maintenance and support services outlined in the selected maintenance plan, including updates, backups, security monitoring, and performance optimization.
  • Subscription: A recurring payment plan under which the Client purchases ongoing maintenance and support services.
  • Sub-Processor: Third-party service providers engaged to assist with tasks like backups, security monitoring, and performance optimization.
  • Personal Data: Any personal information processed by LadderWP on behalf of the Client, as defined by the General Data Protection Regulation (GDPR).

2. Eligibility

To use LadderWP’s services, you must:

  • Be at least 18 years old.
  • Have the legal authority to enter into a binding contract, either as an individual or as a representative of a corporate entity.
  • Maintain valid and active payment methods for service renewals.

3. Services Provided

3.1 WordPress Maintenance Plans

LadderWP offers tiered subscription-based WordPress maintenance plans to keep your website optimized, secure, and performing efficiently. These plans are as follows:

  • PRO Plan:
    • Development Time: Includes 2 hours of development time per month for minor fixes or new features.
    • Backups: Weekly backups to secure your data and website.
    • Updates: Monthly updates for WordPress core, themes, and plugins.
    • Security: Regular security monitoring, including basic firewall setup.
    • Support: Email support with a 24-hour response time. Ticketing system available to track issues.
    • Reports: Monthly report on updates, performance, and security.
    • Monitoring: 24/7 uptime monitoring to ensure site availability.
  • ULTRA Plan:
    • Development Time: Includes 4 hours of development time per month for fixes, improvements, or new features.
    • Backups: Daily backups for enhanced data safety.
    • Updates: Bi-monthly updates for WordPress core, plugins, and themes.
    • Security: Enhanced security, including malware scanning, firewall, and proactive vulnerability detection.
    • Performance Optimization: Caching and image compression for improved site speed.
    • Support: Email support with a 12-hour response time. Priority ticketing system with faster resolution.
    • Database Optimization: Monthly database optimization for improved performance.
    • Reports: Detailed monthly performance, security, and update reports.
    • Monitoring: 24/7 uptime monitoring with real-time alerts.
  • ULTIMATE Plan:
    • Development Time: Includes 8 hours of development time per month for fixes, feature improvements, or larger-scale enhancements.
    • Backups: Real-time backups to ensure no data loss.
    • Updates: Weekly updates for WordPress core, plugins, and themes.
    • Security: Advanced security, including DDoS protection, real-time malware scanning, and full firewall protection.
    • Performance Optimization: Comprehensive optimization with advanced caching, image compression, and code minification.
    • Support: Priority support with responses within 6 hours. 24/7 chat support for immediate assistance.
    • Database Optimization: Monthly database optimization for peak performance.
    • Reports: Weekly performance, security, and update reports.
    • Monitoring: 24/7 uptime monitoring with real-time alerting and proactive issue resolution.

3.2 Backup Services

LadderWP provides automated backups based on the selected WordPress maintenance plan (e.g., weekly, daily, real-time). Backups are stored securely for up to 6 months, ensuring data is recoverable in case of emergency or data loss. Clients can request data restoration from these backups at any time, subject to plan allowances.

3.3 Additional Services

LadderWP offers the following additional services at an extra cost:

  • Website Migrations: Assistance with transferring your website to a different hosting provider or environment.
  • Malware Removal: Comprehensive malware cleaning in the event of an infection.
  • SEO Insights: Monthly or quarterly SEO reports to help improve your site’s search engine visibility.
  • Third-Party Integrations: Assistance with integrating third-party tools such as CRM systems, payment gateways, or analytics.

These additional services are charged separately and are not included in the standard subscription fees.

3.4 Hosting and Domain Services

LadderWP does not offer domain registration, DNS management, hosting services, or email services. The Client is responsible for selecting and maintaining their own domain and hosting provider.

4. Client Responsibilities

To ensure smooth service delivery, the Client agrees to:

  • Provide LadderWP with full access to the WordPress admin, FTP credentials, and hosting control panel.
  • Maintain valid licenses for premium themes and plugins.
  • Respond to requests from LadderWP in a timely manner, especially in cases where security vulnerabilities are identified.
  • Ensure hosting is optimized and meets the minimum server requirements for WordPress, including PHP, database, and other relevant technologies.

Failure to meet these responsibilities may result in service delays or disruptions.

5. Service Level Agreement (SLA)

5.1 Response Times

LadderWP guarantees the following response times based on the selected plan:

  • PRO Plan: Response to support tickets within 24 hours during normal business hours (Monday to Friday).
  • ULTRA Plan: Response to support tickets within 12 hours during normal business hours (Monday to Friday).
  • ULTIMATE Plan: Response to support tickets within 6 hours. 24/7 chat support for immediate assistance.

5.2 Resolution Times

LadderWP aims to resolve all issues within the following timeframes:

  • PRO Plan: Low-priority issues resolved within 3-5 business days.
  • ULTRA Plan: Low-to-medium priority issues resolved within 1-3 business days.
  • ULTIMATE Plan: All issues, including high-priority security or performance issues, resolved within 24 hours (or escalated to priority for immediate attention).

5.3 Performance Guarantees

  • Uptime Monitoring: LadderWP guarantees 99.9% uptime monitoring accuracy, ensuring real-time tracking of site availability.
  • Security: LadderWP commits to proactive security monitoring and alerts, including addressing vulnerabilities as soon as detected, with escalation in case of critical threats.
  • Backups: Data backups are scheduled based on the chosen plan, ensuring quick recovery in the event of data loss or corruption.

6. Payment Terms

6.1 Subscription Fees

All subscription plans (PRO, ULTRA, ULTIMATE) are billed in advance on a recurring basis, either monthly, quarterly, or annually, depending on the Client’s selection during signup.

  • Payments are required to be made in EURO.
  • Additional services requested outside the scope of the standard plan (e.g., emergency support or custom development) will incur additional charges and be billed separately.
  • Clients will receive invoices at least 7 days before the due date.

6.2 Refunds

  • 30-Day Money-Back Guarantee: LadderWP offers a 30-day money-back guarantee for Clients who are not satisfied with the service. Refund requests must be submitted in writing within 30 days of starting the subscription.
  • No Refunds After 30 Days: Payments made after the 30-day period are non-refundable except in cases where LadderWP fails to deliver services as outlined in the SLA.

6.3 Late Payments

If payment is not received by the due date, LadderWP reserves the right to:

  • Suspend services until payment is made.
  • Charge interest on overdue balances at a rate determined by industry standards.
  • Terminate services entirely if payment is not received within 30 days of the due date (refer to Section 11 on Termination).

7. Fair Use Policy

For WordPress maintenance plan that include “unlimited” support, such as unlimited edits or tasks, LadderWP operates under a Fair Use Policy. This policy ensures that Clients receive reasonable usage of support without excessive or abusive use of resources. LadderWP may recommend upgrading to a higher plan or impose additional charges if the Fair Use Policy is violated.

8. Sub-Processors

LadderWP uses third-party providers (sub-processors) to assist with certain tasks such as security monitoring, backups, and performance optimization. By using LadderWP services, the Client agrees to the use of these sub-processors as necessary.

9. Limitation of Liability

LadderWP will take all reasonable measures to maintain and secure your website. However, LadderWP is not liable for:

  • Indirect, incidental, or consequential losses, such as data loss, revenue loss, or business interruptions.
  • Performance issues related to third-party plugins or hosting providers not under LadderWP’s control.
  • The total liability of LadderWP is capped at the amount paid by the Client for services in the preceding 12 months.

10. Data Protection and Privacy

LadderWP complies with GDPR and other relevant data protection laws. Personal data will be processed only as necessary to provide services and maintain appropriate security measures. For further details, refer to our Privacy Policy.

11. Cancellation and Termination

11.1 Client Cancellation

The Client may cancel their subscription at any time with a 30-day written notice. Cancellations within the 30-day money-back guarantee period will result in a full refund. Cancellations after this period will not be refunded, and services will continue until the end of the current billing cycle.

11.2 LadderWP Termination

LadderWP reserves the right to terminate services immediately if:

  • The Client fails to make timely payments.
  • The Client’s website poses a security risk to other Clients or violates applicable laws or regulations.

Upon termination, LadderWP will no longer be responsible for maintaining or securing the website.

12. Intellectual Property

The Client warrants that all content, trademarks, and intellectual property used on the website belong to them or that they have obtained the necessary permissions. The Client agrees to indemnify LadderWP against any intellectual property disputes or violations.

13. Warranties

LadderWP provides services on an “as-is” basis without any warranties regarding:

  • Uninterrupted uptime or service.
  • Full protection against all security vulnerabilities, although we will take every reasonable measure to secure your site.
  • The performance of third-party plugins, themes, or hosting services.

14. Governing Law

These Terms and Conditions are governed by the laws of the European Union, and any disputes arising from this agreement will be subject to the exclusive jurisdiction of the courts in the European Union.

15. Amendments

LadderWP reserves the right to amend these Terms and Conditions at any time. Clients will be notified of any changes, and continued use of the services will indicate acceptance of the updated terms.