Service Level Agreement (SLA)

1. Purpose

This Service Level Agreement (SLA) defines the service standards, responsibilities, and support levels provided for the Keywoot WordPress SAML SSO Plugin (“the Plugin”). It outlines what customers can expect in terms of support responsiveness, update frequency, performance assurances, and issue resolution processes.

2. Scope

This SLA applies to all customers with a valid and active license—whether Single Site, Multisite, or Enterprise plans. It governs the following areas:

• Technical support availability and response commitments
• Plugin updates and ongoing maintenance
• Performance expectations and reliability commitments
• Handling of bugs, incidents, and security issues

Please note: This SLA covers the plugin only and does not extend to your hosting provider, WordPress core, third-party themes or plugins, or any external infrastructure components.

3. Support Tiers

All customers with a valid license—Single Site, Multisite, or Enterprise—receive Standard Support, which includes:

• Help with plugin installation and configuration
• Assistance with SSO setup and integration
• Troubleshooting of plugin-related issues during regular business hours (Monday–Friday)

For customers with mission-critical needs, Priority Support can be purchased as an additional service. It includes:

• Faster response and resolution times
• Weekend and after-hours support for urgent issues
• Priority queue for bug fixes, patches, and feature-related requests
• Access to senior support engineers and personalized assistance

Please contact us if you'd like to upgrade to Priority Support or receive a customized support plan for your environment.

4. Communication Channels

We offer multiple ways for customers to reach our support team. All support requests are tracked and responded to based on your support tier (Standard or Priority).

5. Support Availability

Support is provided on business days.

Critical production issues are monitored 24/7 for escalated response. Customers with Priority Support receive faster response times and extended support coverage, including weekends and off-hours.

6. Issue Severity & Response Times

7. Maintenance and Updates

We are committed to maintaining the security, stability, and compatibility of the plugin. Our update and maintenance practices include:

• Regular Updates: We release regular updates to ensure compatibility with the latest versions of WordPress and supported identity providers. These include performance improvements, new features, and bug fixes.
• Security Patches: Critical security fixes may be deployed as needed, including outside regular business hours, to address vulnerabilities promptly.
• Maintenance Notifications: For major updates that could impact functionality, we typically provide at least 48 hours' advance notice. These updates are designed to be non-disruptive and backward compatible whenever possible.
• Zero Downtime Deployment: Since the plugin runs within your environment, updates are delivered through standard plugin update mechanisms in WordPress and do not require downtime unless your hosting configuration mandates otherwise.

Please ensure your site is running a supported WordPress version and backup practices are in place before applying updates.

8. Uptime and Performance

The plugin is installed and executed entirely within your WordPress environment—hosted on your own servers or chosen hosting provider. As such, the overall uptime and performance of the plugin are directly dependent on the stability and performance of your infrastructure.

While we do not control or monitor your hosting environment, we ensure the plugin is designed for:

• Fast execution with minimal overhead.
• No external service dependencies that could impact performance.
• 99.9% plugin-side reliability for internal functions such as configuration handling, metadata processing, and authentication logic.

Please note: Any downtime, slowness, or issues resulting from server outages, misconfigurations, or third-party plugins/themes are outside the scope of our SLA.

9. Change Management

We follow Semantic Versioning (MAJOR.MINOR.PATCH) for all plugin releases to maintain transparency and predictability:

Notifications of major releases are shared via the plugin changelog and, when applicable, via email to active license holders. We strive to maintain backward compatibility whenever feasible, especially across MINOR and PATCH updates.

10. Client Responsibilities

To ensure proper functioning and effective support, clients are expected to:

• Keep WordPress core and PHP versions up to date and within officially supported versions.
• Avoid modifying or tampering with core plugin files unless explicitly guided by Keywoot support.
• Provide complete and accurate environment details during support requests, such as:
• Hosting type
• PHP/WordPress versions
• Server logs
• IDP metadata or debug details
• Maintain routine backups before applying major updates or changes.

11. Exclusions

This SLA does not apply to issues arising from:

• Conflicts caused by third-party plugins, themes, or custom modifications
• Server-side misconfigurations or unsupported hosting environments
• Use of outdated WordPress, PHP, or identity provider (IDP) configurations
• Force majeure events, including but not limited to:
• Natural disasters
• Infrastructure-level outages (DNS, internet)
• Cyberattacks or platform-wide disruptions beyond our control

12. Escalation Procedure

If a reported issue is not addressed within the expected support timeframe, you may escalate it as follows:

1. Send an email to support@keywoot.com
2. Use the subject line: ESCALATION – [Your License Key]
3. Clearly state the nature of the issue, affected environments, and urgency

All escalations are reviewed and acknowledged within 1–2 business hours, and prioritized according to your support tier.

14. Revisions

We reserve the right to modify or update this SLA at any time. Any material changes will be:

• Posted on our official website
• Communicated via email to current license holders

Your continued use of the plugin after changes implies acceptance of the updated terms.

15. Contact

For questions, concerns, or clarifications regarding this SLA, please reach out to us at:

📧 support@keywoot.com