Service Agreement

Terms of Service & SLA

Last updated: September 2026 • Sovereign WordPress FinOps & Managed IT Care

Agreement Overview: Welcome to SiteSuraksha. This document sets out the legal framework, Service Level Agreements (SLAs), onboarding milestones, incident response protocols, and fair-use terms governing our WordPress FinOps and Managed IT Care services.

1. Primary Service Scope: WordPress FinOps & Managed IT Care

SiteSuraksha delivers comprehensive WordPress FinOps & Managed IT Care for growing businesses. Our service core encompasses infrastructure rightsizing, Web Application Firewall (WAF) protection, automated cloud backups, GST compliance pipelines, and 24/7 security monitoring.

2. 30-Day Onboarding & Implementation Lifecycle

To ensure seamless integration without operational downtime, client onboarding follows a strict 30-day milestone checklist:

Phase 1: Days 1–3 — Discovery, Audit & Vault Setup Kickoff

Technical architecture discovery, security vulnerability scan, and provisioning of end-to-end encrypted password vault.

Client Responsibility: Provide DNS access, hosting/SSH credentials, WP admin access, and GSTIN/Zoho API keys.
Phase 2: Days 4–10 — Staging, WAF & Backup Provisioning Security

Isolated staging environment setup, dual-layer WAF deployment, and automated daily S3/GCS backups in Mumbai/Kochi data centers.

Client Responsibility: Review and approve staging sandbox URL & initial configuration.
Phase 3: Days 11–20 — Cloud Rightsizing & Caching Tuning FinOps

Server resource rightsizing (CPU/RAM optimization), Redis object caching, database indexing, and Core Web Vitals optimization (TTFB < 200ms).

Client Responsibility: Perform QA testing on staging environment prior to production deployment.
Phase 4: Days 21–30 — Go-Live & NOC Integration Milestone

Zero-downtime DNS transition, 24/7 NOC monitoring activation, and delivery of inaugural 30-day performance & savings audit.

Client Responsibility: Final production sign-off and NOC contact escalation matrix approval.

3. Incident Response Matrix & SLA Commitment

SiteSuraksha operates 24/7 automated infrastructure monitoring. For human technical support, emergency response SLAs apply based on plan tier and incident severity:

Severity Level Description Ack SLA (Pro/Enterprise) Remediation Target Post-Incident Report
P1 — Critical Site down, active security breach, DB crash 15 Minutes (24/7) < 1 Hour active start RCA within 48 Hours
P2 — High Checkout broken, payment gateway error 30 Minutes (24/7) < 4 Hours RCA within 72 Hours
P3 — Medium Plugin conflict, minor layout bug 2 Hours (Business Hrs) < 24 Hours Monthly Summary
P4 — Low Content edit, general technical query 4 Hours (Business Hrs) < 48 Hours Monthly Summary
SLA Clarification: The 15-Minute SLA specifically covers Time-to-Acknowledge & Triage for Critical P1 incidents on Pro and Enterprise plans via WhatsApp Priority Dispatch and Phone Emergency Escalation. Starter plans include a 24-hour response SLA via email.

4. Unlimited 30-Minute Content Edits — Fair-Use Policy

The Pro and Enterprise plans include Unlimited 30-Minute Content Edits. To maintain high turnaround speeds for all clients, the following rules apply:

  • Qualifying Tasks: Editing existing page copy, swapping images/banners, adding blog posts/products, adjusting navigation menus, minor CSS adjustments (fonts, colors, margins), and configuring basic plugin options.
  • Batching Rule: Tasks are executed one at a time per website. Once a task is completed, the next queued task is immediately picked up. Standard turnaround is 4–8 business hours.
  • Exclusions: Custom PHP plugin development, database schema rebuilds, full website redesigns, third-party API programming, or custom copywriting from scratch. Work exceeding 30 minutes is scoped and quoted separately.

5. Data Residency, Security & Backups

  • Secure Cloud Architecture: All primary client web applications, database instances, and automated backup snapshots reside exclusively in MeitY-empanelled Indian data centers located in Mumbai and Kochi, India, in strict compliance with the IT Act, 2000 and DPDP Act, 2023.
  • Third-Party Integrations Disclosure: Global edge Content Delivery Networks (e.g. Cloudflare) route static assets (images, CSS, JS) through global edge nodes for international visitors. Clients requiring strict 100% local-only routing can opt for India-restricted CDN profiles.
  • Backup Scope & Encryption: Daily automated snapshots stored with AES-256 encryption at rest and TLS 1.3 in transit. Snapshots are retained for 30 days. Monthly dry-run restoration tests are executed in an isolated staging sandbox.
  • WAF Security Stack: Dual-layer protection incorporating Cloudflare Enterprise WAF at the network edge and Wordfence Application-level WAF at the WordPress core level, providing OWASP Top 10 threat mitigation and real-time malware scanning.

6. GST Automation & Accounting Integrations

SiteSuraksha integrates WordPress storefronts with accounting platforms including Zoho Books and Tally Prime for automated sales synchronization, e-Invoicing (IRN), and GST reporting.

Sign-off Requirement: Invoicing and reconciliation pipelines are fully automated. However, final tax return filings (GSTR-1 and GSTR-3B) generate a pre-calculated draft return requiring client review and explicit sign-off prior to government portal submission to guarantee compliance accuracy.

7. DMCA & Copyright Infringement Notice Policy

SiteSuraksha respects intellectual property rights and complies with the Digital Millennium Copyright Act (17 U.S.C. § 512). User content uploads and public comments are prohibited on the public website. If you believe material residing on our infrastructure infringes your copyright, submit a formal notification to our Designated Copyright Agent:

Designated DMCA Copyright Agent:

Attn: Legal / DMCA Agent, SiteSuraksha Technologies

Address: Edavanakad, Kochi, Kerala, India – 682502

Email: [email protected] | [email protected]

8. Contact Information

For service inquiries, legal notices, or SLA escalations, contact:

SiteSuraksha

Email: [email protected] | Phone: +91-9633454126

Address: SiteSuraksha Technologies, Edavanakad, Kochi, Kerala, India – 682502