Maintenance & Support Policy
This policy applies to clients with an active Ulement website maintenance plan. It explains how support is requested, prioritised, measured and delivered. Your signed proposal, maintenance plan and service-level agreement take precedence where their terms differ from this page.
Scope of this policy
Maintenance covers agreed work on an existing WordPress website. Support covers questions, faults and incidents affecting that website. New design, development, SEO, migration and server work require a separate scope unless they are expressly included in the signed plan.
Requesting support
Use the support ticket inside WordPress or email support@ulement.com. A valid request should include:
- The affected website and URL
- What happened and when it started
- The users or business process affected
- Steps to reproduce the problem, where known
- Any error message, screenshot or recent change that may be relevant
- A contact who can approve access or production changes
For a critical incident, open a support request first and then call the emergency number stated in your plan. The ticket gives us the information and audit trail needed to begin work.
If you do not have a maintenance plan, use our emergency WordPress repair service. One-off work is assessed and quoted separately.
Support hours and coverage
Support requests are monitored daily from 10am to 6pm Malaysia time. Non-emergency requests received after 3pm or on a Malaysian public holiday may be handled on the next business day.
Out-of-hours monitoring, campaign cover and weekend response apply only where they are included in a signed Enterprise or WooCommerce SLA. Planned maintenance outside the standard window is agreed with the client in advance.
Support commitment by plan
| Plan | Support queue | INCIDENT COVER |
|---|---|---|
| Foundation | Standard queue during the support window | Maintenance faults are covered. Malware removal and emergency work are billed separately. |
| Growth Partner | Priority business-hours queue | Malware removal is included under the agreed plan conditions. |
| Enterprise / WooCommerce | Priority queue with sub-hour response where agreed | Custom SLA, escalation and out-of-hours cover according to the signed scope. |
The priority targets below apply unless the signed plan sets a different response time.
Incident priority and SLA targets
Priority is based on current business impact, not the order in which requests arrive. Ulement may change the priority after initial investigation if the impact differs from the original report.
| Priority | Definition and examples | First response | Resolution target |
|---|---|---|---|
| P1 Emergency | Website unavailable, checkout stopped, active security compromise or a critical public service unavailable | 30 minutes | As soon as reasonably possible |
| P2 Technical issue | Important form, login, booking, payment method or business function unavailable without a practical workaround | 2 hours | 24 hours |
| P3 Support assistance | Fault with a workaround, access request, configuration question or routine technical assistance | 6 hours | 1 to 2 business days |
| P4 Change request | Content, design, function, integration or configuration change that is not an incident | 8 hours | 5 to 10 business days after scope approval |
| P5 Low | Cosmetic issue, general question or improvement with no current business impact | 48 hours | Within 30 days |
How SLA time is measured
- First response means acknowledgement, initial triage and confirmation of the next step. An automated receipt is not the first response.
- Resolution target is the target for restoring service, providing a workable solution or completing the agreed request. It is not a guarantee that every underlying cause can be permanently corrected within that time.
- The clock starts when a valid request reaches the agreed support channel during the applicable support window.
- The clock pauses while Ulement is waiting for access, information, approval, payment or action by the client or a third-party provider.
- Vendor defects may require a temporary workaround while the theme, plugin, gateway or hosting provider prepares a permanent correction.
- Change requests are scheduled only after the scope, cost and approval are confirmed.
Escalation and communication
P1 incidents take priority over routine support and planned changes. We provide progress updates through the support ticket or agreed incident channel. The update frequency for an enterprise incident is defined in the signed SLA.
If the impact increases, the request may be escalated. If service is restored through a workaround, the incident may be reduced in priority while the permanent correction is planned.
Support and maintenance coverage
| Area | Work that may be covered | Boundary |
|---|---|---|
| WordPress support | Diagnosis of 404 and server errors, database connection faults, timeouts, memory errors, and faults in existing forms or functions | Limited to WordPress and components accepted or maintained by Ulement |
| Updates and backups | WordPress core, theme and plugin updates, unused component clean-up, off-site backups and activity tracking | Cadence, staging, retention and restoration testing depend on plan |
| Performance | Page-speed checks, image and database optimisation, caching and CDN configuration where agreed | Major code changes and server capacity work are separate |
| Security | Spam controls, malware and vulnerability scanning, file checks, security updates and blocklist monitoring | Malware removal is plan-specific. A pre-existing compromise is assessed separately. |
| Analytics and search tools | Basic support for Google Analytics, Tag Manager and Search Console | SEO strategy, tracking architecture and reporting projects are separate |
| Hosting liaison | Uptime checks and reasonable communication with an external hosting or domain provider | Hosting-provider response and server administration remain outside standard maintenance |
Update and release procedure
Updates are applied according to the plan. Where staging is included, updates are tested there before production. Checks may include page loading, forms, login, search, integrations and full WooCommerce transactions where applicable.
If an update causes a fault, we may roll it back, hold it at the last safe version or correct the conflict. A vendor release may be deferred where immediate deployment would create a greater risk than the vulnerability or defect it addresses.
Emergency security updates may be applied on an accelerated schedule where delay would expose the website to a known active threat.
Work quoted separately
Maintenance keeps the existing website working. Unless your plan contains a specific work allocation, it does not include:
- New pages, templates, content publishing, design changes or website redesign
- New functions, custom plugins, integrations, payment gateways or major WooCommerce changes
- Multilingual implementation, A/B testing or new sales funnels
- SEO strategy, technical SEO audits, traffic growth or backlink work
- Website, hosting or page-builder migrations
- Malware recovery where it is not included in the plan
- Server management, including operating-system updates, firewall rules, capacity and cloud administration
- Email account setup, social media work or support for non-WordPress systems
We will confirm the scope and cost before separate work begins.
Security incidents and malware
Security work begins by limiting further damage and preserving the information needed to understand the incident. Recovery may include isolating the website, backing up files and the database, removing malicious code, replacing unsafe components, rotating credentials, closing the entry route and checking search-engine warnings.
Malware removal is included only where the maintenance plan states that it is included. Foundation clients and websites compromised before the plan starts receive a separate estimate.
Hosting and third-party providers
For hosting that Ulement does not manage, we can diagnose the WordPress website and communicate with the provider where agreed. We cannot control the provider’s response time, access rules, infrastructure or service availability.
Server configuration, operating-system updates, firewall rules, capacity planning and cloud administration require a separate WordPress server management agreement.
Payment gateways, SaaS services, premium plugins, APIs and other vendors remain subject to their own availability, support and release schedules.
Client responsibilities
- Nominate contacts authorised to submit requests and approve production changes.
- Provide current WordPress, hosting, domain, DNS, CDN and third-party access where required.
- Share credentials through a secure method, not ordinary email.
- Tell us about material changes made by another developer, agency, employee or hosting provider.
- Provide timely decisions where a workaround, rollback, purchase or vendor action requires approval.
- Maintain valid licences and accounts for third-party products unless the signed plan states that Ulement supplies them.
Ticket status and closure
A request may be marked as received, under investigation, waiting for the client, waiting for a third party, scheduled, resolved or closed. We may close a resolved request after confirming the outcome or when no further response is received within a reasonable period. A recurring fault may be reopened or logged as a new incident if the cause differs.
Reporting and records
Where reporting is included, the maintenance report records updates, backup and monitoring status, security findings and material incidents for the period. Support tickets form the operational record of requests, approvals and work completed.
Service limits
Maintenance reduces risk, shortens detection time and improves recovery. It does not guarantee that a website will never fail, contain a defect, lose data or be compromised.
SLA targets depend on timely access, accurate information and reasonable cooperation from the client and third parties. They do not cover events or systems outside Ulement’s control unless the signed agreement states otherwise.
Questions about scope, priority or SLA terms should be checked against your signed agreement or sent to support@ulement.com.
Last updated 23 August 2026
