Updated April 17, 2025
This Service Level Agreement (“SLA”) is entered into by and between Inspry Media LLC, doing business as Inspry, a Georgia corporation, with principal offices located at 50 Lenox Pointe NE, Suite C, Atlanta, GA 30324 (“Inspry”), and Client. This SLA governs all Managed WordPress Support Program and Hosting Services provided by Inspry. Enrollment in any such services constitutes acceptance of the terms herein, which are incorporated by reference into the Master Services Agreement (“MSA”). In the event of a conflict between this SLA and the MSA, this SLA governs solely with respect to service level obligations.
The parties agree as follows:
1. DEFINITIONS
1.1. “Availability” means the percentage of a particular calendar month (based on 24-hour days for the number of days in the subject month) that a specific Managed WordPress Support Program is available. For servers, Availability refers to the amount of time that the server is up and reachable over the Internet via at least one of these services running on the server (i.e., SSH, SFTP, HTTP, HTTPS, database, etc.). For Services (excluding servers), Availability refers to the ability to access that Service from permitted locations external to the server itself. Availability is measured by Inspry’s monitoring tools, as verified by Inspry.
1.2. “Managed WordPress Support Programs” refers to the specific Services, Website Hosting, Website Maintenance, as applicable, in Customer’s recurring paid Agreement with Inspry.
1.3. “Down Time” means the amount of time during a particular calendar month that a specific Managed WordPress Support Program was not available, per the above definition of Availability.
1.4. “Emergency Maintenance” means critical, unforeseen maintenance or software updates required for the security or performance of a server, the network, or the infrastructure.
1.5. “Scheduled Down Time” refers to scheduled, non-emergency Services Releases resulting in Down Time.
1.6. “Server Provider” is a company providing the data center, infrastructure, server, host, networking, and hardware for a particular website. Inspry retains the right to change its Server Provider(s) in its sole discretion.
1.7. “Service Releases” or “Software Updates” refers to any upgrades to software, servers, database infrastructure, system configuration, and/or functionality.
1.8. “SLA Event” is an incident or instance where the Availability of a Managed WordPress Support Program is degraded enough to possibly warrant SLA remedies under this SLA, subject to verification by Inspry, as described herein.
1.9. “Software Add-On” is defined as a third party developed commercial or freely available software that integrates and adds additional functionality or design elements to the core software platform.
1.10. “Software Platform” is defined as the underlying software that powers the website, i.e. WordPress, etc.
1.11. “Weekends and Holidays” refers to Saturdays, Sundays, and the major US holidays: Thanksgiving, Christmas, New Year’s Day, Memorial Day, Independence Day, and Labor Day.
2. SUPPORT SERVICES
2.1. Managed WordPress Support Program: If Client is enrolled in the Starter or legacy Essentials tiers, the Client receive up to three (3) total hours of Service per month, consisting of up to three (3) hours for standard Services such as software updates, security scanning, hosting-related troubleshooting (including 3rd-party hosts as a courtesy), and proactive performance improvements. These tiers exclude any Client-requested tasks. If Client is enrolled in the Essentials, Plus, or Advanced Tier, the Client receives up to five (5) total hours of Service per month, consisting of up to three (3) hours for standard Services such as software updates, security scanning, hosting-related troubleshooting (including 3rd-party hosts as a courtesy), and proactive performance improvements. Up to two (2) hours may be used for Client-requested tasks such as edits, content updates, or development items. These limits apply per site and per month. Hours do not roll over to subsequent months. If additional sites are included under the same agreement, they are considered add-ons and do not receive separate Client-requested task hours unless otherwise agreed in writing.
2.1.1. Software Updates: WordPress-related updates (core, plugins, and themes) are typically performed bi-weekly. Websites which utilize WooCommerce or complex configurations as deemed by Inspry will receive updates on a monthly basis. Note this update schedule is not guaranteed and is subject to change at any time by Inspry without notice to Client. Inspry performs these updates for the items that appear in the “Updates” area of the software platform dashboard. Inspry will make a good faith effort to help ensure that any commercial plugin licenses owned by Client remain active and up to date. While Inspry may provide reminders as a courtesy, Client is solely responsible for maintaining valid and current licensing. Inspry is not liable for any issues resulting from expired or outdated third-party software. Inspry actively monitors security using multiple third-party vulnerability databases and industry alerts. WordPress security patches and updates will be applied in a reasonable timeframe, typically within 1-2 business days depending on severity. Custom add-ons and hardcoded changes to publicly available add-ons are strictly not covered under this Service and may incur additional costs to maintain and support at Inspry’s discretion. Small core, plugin and theme updates may be run automatically and may cause brief maintenance windows during business hours. Updates anticipated to result in maintenance windows lasting several minutes will be scheduled with a minimum of 48 hours’ notice. If Client does not respond with an alternative preferred time, the maintenance will proceed as planned within the communicated time window.
2.1.2. Inspry implements comprehensive lockdown protocols to enhance the resilience of the software platform against unauthorized access and malicious activity. Industry-leading security tools are used to actively monitor and protect Client’s website at multiple system levels. As part of the Managed WordPress Support Program, Inspry conducts daily malware scans, which may include external site scanning or internal server scanning, at Inspry’s discretion. In addition, a web application firewall (WAF) may be employed to further safeguard the site. While every effort is made to minimize false positives and avoid unintended user blocking, such occurrences may still happen. It is also important to note that no security scan is infallible, malware or other threats may occasionally go undetected and this service is not guaranteed. However, these layered security measures significantly reduce risk and provide additional protection for Client’s site.
2.1.3. Uptime Monitoring: Service includes hourly uptime checks based on communication with the server where Client’s website resides. Such uptime monitoring is a courtesy Service and may not alert Inspry if the server is online, but the actual website is offline. Client is responsible to inform Inspry if the website is not behaving properly or is experiencing Down Time. Downtime over 5 minutes will result in Client notification after resolution based on the nature of the incident.
2.1.4. Backups: Client’s website files and database will be backed up automatically daily offsite to a third party vendor chosen by Inspry and subject to change at any time. Inspry is responsible for complying with any data protection laws set internally or externally regarding Client website. Client must notify Inspry if this is a requirement. These backups are stored on secure servers provided by Inspry’s Service Providers where these backups are retained for up to 30 days. Such backups are not guaranteed and Inspry is not held responsible for any loss of assets, revenue, or other tangible or intangible loss due to missing or corrupt backups. No guarantees are made of any kind, either expressed or implied, as to the integrity of the backups. It is Client’s responsibility to maintain local copies of content and other stored information. If loss of data occurs due to a failure on Inspry’s part, Inspry will take reasonable action to recover the data in-house at no charge to Client. If data loss occurs due to negligence of Client in securing the account, by an action of Client, or any actions not under the direct control of Inspry, Inspry will have no liability. Client is fully responsible for assuring that backups are kept.
2.1.5. Client-requested Tasks: Client-requested tasks are allotted for monthly support such as training, general web questions, content updates or new site features development. Time is based on increments of 15 minutes. Any task under 15 minutes will be counted as a 15-minute block. Client will be notified and provided an additional estimate if any tasks will exceed available hours for the month. A task that requires more hours than available in the current month’s Client-requested task hours will be entirely billable. Partial application of available hours toward such tasks is not allowed. For example, if a Client requests a 2-hour task and only 1 hour remains for the month, Inspry will inform Client about this and provide a fixed rate for completing the entire task. Hours included each month reset the following month and do not carry over to the next month. Such requests must be created by sending an email to support@inspry.com. Failure to send to the specified email may delay the request from being processed. Any required meetings or phone calls must be scheduled in advance as part of the email request and count toward the utilized monthly time. Tasks not directly related to the website or the direct integration of an app or software within the website fall outside the scope of what’s covered as a valid Client request. As such, these tasks cannot be applied against any hours and Inspry will provide a fixed rate for completing such tasks entirely outside of the monthly hours. For plans that do not include hours for designated Client-requested tasks, any requests will incur an additional hourly charge and Client will be quoted for approval.
2.1.6. Troubleshooting: As a courtesy Service, Inspry provides troubleshooting Services for Client’s website. Troubleshooting includes investigating errors, bugs, and unexpected behavior due to commercial software or custom code. Troubleshooting investigation takes time and may be subject to additional hourly fees following exhaustion of the three (3) hours for standard Services for the month included in all plans. Client will be notified of such hourly fees once the standard Service hours for the month have elapsed while troubleshooting. In the investigation process, Inspry may ask for Client assistance including, but not limited to required access details, step by step instructions to replicate issues, image or video recordings, browser and technical information and / or access to all parties involved including Client’s own customers. Inspry is not obligated to communicate with Client’s customers and this is at Inspry’s discretion.
2.1.7. Monthly Reporting: Monthly reports including website activity logs, update logs and traffic / Google Analytics reports are automatically provided monthly as a courtesy Service and subject to change at any time. Such logs are not guaranteed and no more than 1 month of activities will be stored.
2.1.8. Basic Speed Optimization: Inspry will often check Client’s website for speed optimization against third party benchmarks including Google’s Core Web Vitals and GTMetrix. Such optimizations are not guaranteed and to Inspry’s discretion based on the available Service hours for the month.
2.1.9. Image Optimization: Resizing and compression of Client’s website images to increase performance is provided as a courtesy Service. Such image optimization may result in a change of quality in Client’s images and Inspry is not responsible for keeping a backup of the original images on the server. These original images should be kept offline by Inspry in a secure and available location.
2.1.10. Transactional Email Service: Up to 5,000 of outgoing transactional emails sent out monthly by Inspry’s email Service. All emails will have an origin of alerts@subdomain.yourdomain.com or similar and it is up to the discretion of Inspry to recommend and set the most optimal origin email address. Usage exceeding this cap will incur a $5.00 fee per 1,000 additional emails for the remainder of the billing cycle and Client will be notified in a reasonable time frame. Any unused transactional email volume does not qualify for credit or refunds. Client is not required to use Inspry’s transactional email Service; however, they must utilize a transactional email provider that is approved by Inspry, at Inspry’s sole discretion. The transactional email provider may be changed at any given time by Inspry and does not guarantee any specific level of Service features or SLAs such as service uptime, dedicated IPs, etc. No guarantees on email delivery with this Service.
2.1.11. Hacks and Malware Cleanup: While it is impossible to guarantee that a website will never be hacked, all of these techniques make the website a more difficult target for hackers. In addition, it is well known that hackers tend to exploit easier targets first, sites without security measures in place. However, in the event that Client’s website is hacked, Inspry will restore it to pre-hack condition at no additional cost either by restoring a site backup to the latest available version without the issue or performing a malware cleanup, this is at Inspry’s discretion. If malware re-appears and the standard Service hours for the month are exhausted, Inspry will restore the site back to the last working backup free of charge and provide Client a separate quote to resolve any remaining security vulnerabilities through alternative add-ons and / or additional security firewall software.
2.1.12. Administrator, Access, Server Access and Agency Optimization: Client is granted full administrative access to their WordPress installation, with the exception of access to WordPress core updates, plugin and theme installations or updates, and certain system health and diagnostic tools. Additionally, for sites hosted by Inspry, server-level access such as SFTP, SSH, database access, or other backend server access is not provided by default. If Client prefers to have unrestricted administrator access to either the WordPress environment and hosting infrastructure, including SFTP, SSH, or database-level access, Inspry can provide this access upon Client’s signing of a separate liability waiver acknowledging that such access limits Inspry’s ability to ensure the security, performance, and stability of the site. As part of the Managed WordPress Support Program, Client agrees to the implementation of Inspry’s maintenance software such as Agency Toolkit and WPRemote, which includes but is not limited to the following optimizations and safeguards: limiting post revision counts, disabling emoji icons, suppressing admin email verification prompts, disabling administrative email notifications, pingback and trackback notifications, XML-RPC functionality, media comments, and RSD links; hiding the WordPress version from source code; restricting changes to the administrative email address and enabling a custom agency dashboard footer that includes Inspry’s agency name, URL, and contact email.
3. THIRD PARTY HOSTING AND SUPPORT SERVICES
3.1. Client is not required to use Inspry’s hosting Services; however, they must host their website with a provider approved by Inspry, at Inspry’s sole discretion. Client must provide a minimum of 14 days’ notice prior to any change in hosting provider, and both parties must mutually agree on the suitability of the new hosting environment. If agreement cannot be reached, this SLA will be considered terminated.
3.2. SLA credits are only applicable when the WordPress site is hosted on Inspry’s infrastructure, not for any non-hosting related Services performed by Inspry. If Client utilizes third-party hosting, Inspry may provide support as a courtesy, subject to availability, and such support is included within the standard 3-hour monthly troubleshooting allocation under the Managed WordPress Support Program.
4. COMMERCIAL (PAID) SOFTWARE ADD-ONS AND SUPPORT SERVICES
4.1. If Client’s website uses themes or plugins that require a recurring license fee to maintain access to updates or third-party services, Inspry may have secured no-cost licensing as part of this agreement. At any given time, Client can reference the no-cost software licensing included on this link.
4.2. If Inspry holds appropriate licenses for the commercial software used by Client website, the cost for recurring license fees are included in the Managed WordPress Support Program, and licensing will be maintained for Client as long as Client is an active subscriber to the Managed WordPress Support Program and Inspry continues to renew the software license in question. While Inspry fully expects to continue renewing such licenses for the foreseeable future, Inspry reserves the right to discontinue payment of any such licenses at any time with 30 days of notice. At that time, Client will be asked to purchase individual licenses for such software. Software licenses are provided as a courtesy to Client and do not obligate or hold Inspry liable for any payments or loss of Service related to the removal or unavailability of such licenses.
4.3. If the website uses premium add-ons or third party software services and Inspry does not have appropriate licensing, it is Client’s responsibility for maintaining the appropriate licensing to ensure the availability of updates and service. Client must provide Inspry with one of the following methods to update commercial software and services not provided by Inspry: a) maintain an active license for each commercial software or service b) provide Inspry with login credentials to the vendor website in which the software licenses or service were purchased.
4.4. Inspry will alert Client if Inspry is unable to perform an update due to a licensing-related issue whenever possible.
5. SOFTWARE ADD-ON COMPATIBILITY AND SUPPORT SERVICES
5.1. If an update to WordPress core, theme or plugins conflicts or causes issues with the functionality of your website, Inspry will attempt to resolve the issue independently when possible using the monthly support hours and consult with Client to determine the best course of action after that if needed. Typically, Inspry will either temporarily restore back the website to a previous version, restore back the offending add-on to a previous version or remove the offending add-on and replace it with a similar plugin or other programming (additional software licensing costs to Client may apply). If the time required to resolve an add-on compatibility issue exceeds the available support hours, Inspry will provide Client a separate quote to resolve any outstanding issues due to incompatibility and / or abandoned add-ons conflicting with software updates.
6. INSPRY HOSTING
6.1 Website: Hosting Services are only provided for WordPress-based websites. Other platforms may be hosted as a courtesy but are not supported unless a custom agreement is established.
6.2. In the event of a hosting outage, this agreement outlines the SLA credits available to solely remedy any outage.
6.3. No guarantees on server speed performance or website performance are applicable with this Service.
7. INSPRY HOSTING MAINTENANCE AND UPDATES
7.1. Scheduled Down Time is performed during a scheduled maintenance window. The day of week and time of day that maintenance windows are determined varies depending on the type of change. Client has no choice of maintenance window.
7.2. Inspry guarantees a minimum notice of 15 minutes in order for Emergency Maintenance to count as such under this SLA. Emergency Maintenance by Inspry’s server vendors is always excluded from SLA credits, no matter what amount of notice is or is not given. While Inspry will provide a specific amount of notice, Client may choose to allow the Emergency Maintenance to occur sooner than specified in the notice in order to mitigate any undesirable effects that waiting could cause.
7.3. Software is complex and there is always a chance that unforeseen issues may arise during, or as a result of, a software update.
7.4. A “Trivial Software Update” involves zero to minimal Down Time (at most 5 seconds anticipated), and includes no backwards incompatible changes. This includes, for example, most updates to servers and most operating system software updates. Trivial software updates happen frequently, and no notice is generally given to Client.
7.5. A “Minor Software Update” involves a small amount of anticipated Down Time (5 to 30 seconds), but no backwards incompatible changes. This includes, for example, updates to core server software packages that require restarting of complex services (e.g., apache, MariaDB database, etc.). Updates can happen at any time. No notice is generally given to Client for these kinds of updates.
7.6. A “Significant Software Update” refers to a software update where more than 30 seconds of down time is reasonably possible, but no backwards incompatible changes are anticipated. This includes, for example, server reboots. At least 48 hours’ notice is given to Client through email communication or the Inspry website.
7.7. A “Backwards-Incompatible Software Update” is a required software update that is backwards incompatible and/or which requires Client action. These types of changes could require Client to modify their settings, pause changes or modifications of their website, or purchase additional software licenses. At least 30-days notice will be given. Notwithstanding the foregoing, Backwards-Incompatible Software Updates can also be scheduled with Customer’s approval for a time sooner than the 30-day notice window.
7.8. A “Vendor Maintenance Window” is a Client-impacting maintenance window imposed on Inspry by a Service Provider. These maintenance windows cannot generally be rescheduled by Inspry or modified to accommodate Customer’s needs. This type of maintenance is excluded from SLA Credits and is not controllable by Client. Performed at a date and time specified by Inspry’s applicable vendor when provided. Notice is given to Client through the Inspry status website or email when applicable.
8. INSPRY HOSTING AVAILABILITY AND SLA CREDIT REMEDIES
8.1. The monthly target Service level for Hosting Services used by Client is 99.99% of the time, 24 hours/day, 365 days/year.
8.2. If the Availability of Client’s Hosting Services is less than 99.99% in any calendar month during the term of the Agreement, Inspry will issue a credit (“SLA Credit”) to Client upon written request.
9. INSPRY HOSTING SLA EXCEPTIONS AND EXCLUSIONS
9.1. Client is ineligible to receive SLA Credits if any of the following conditions apply at any point during the occurrence of an SLA Event:
9.1.1. Client’s account with Inspry is delinquent. I.e., Client has a past due balance with Inspry;
9.1.2. Client’s account is terminated by Inspry with cause or by Inspry with or without cause under the terms of the MSA or other related contract between Customer and Inspry;
9.1.3. Client’s account is suspended (in whole or in part) by Inspry due to suspected abuse, fraud, or violation of any of the terms of Inspry’s Acceptable Use Policy in this Agreement;
9.1.4. Client is in violation of Inspry’s Acceptable Use Policy in this Agreement;
9.2. Client shall not receive any SLA Credits in connection with Down Time caused by or associated in whole or in part with:
9.2.1. Scheduled Down Time and Emergency Maintenance;
9.2.2. Emergency Maintenance by Inspry’s Server Providers;
9.2.3. Down Time reported or detected which is a false positive;
9.2.4. DNS or Domain Registry issues outside the direct control of Inspry including, without limitation, DNS and Registry propagation issues, incorrect DNS settings, and domain name expirations;
9.2.5. Outages on the Internet at large that hinder access to Client account and/or its servers. Inspry is not responsible for browser, DNS, or other caching that may make a Client web site or email appear inaccessible when others can still access it. Inspry guarantees only those areas of the Internet considered under the control of Inspry and its Server Providers.
9.2.6. Circumstances beyond the reasonable control of Inspry or Server Provider including, without limitation, acts of any governmental body, elements of nature or acts of God, acts of war, terrorism, riots, insurrection, sabotage, armed conflict, civil disorders, rebellions or revolutions, embargo, fire, flood, earthquake, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third-party systems, failure of third-party software (including, without limitation, e-commerce software, payment gateways, chat systems, and other software not explicitly developed by Inspry);
9.2.7. Misconfigurations by Client;
9.2.8. Use of Managed WordPress Support Programs other than in accordance with any user documentation or other written instructions from Inspry;
9.2.9. Client’s acts, omissions or errors (or the acts, omissions or errors of others engaged by or authorized by Client), including, without limitation, custom scripting or coding, server or software administration by Client, any negligence, willful misconduct, or use of Client’s account in breach of Inspry’s MSA or other related contract between Client and Inspry;
9.2.10. Issues with third-party email systems, including refusal of email by third-party email systems for any reason including blacklisting;
9.2.11. Delays in email delivery;
9.2.12. Delayed or inappropriately blocked or quarantined email;
9.2.13. Attacks by viruses, attackers, or automated systems, including Denial of Service attacks against Inspry or Service Provider, against the DNS or the domain registration system, or against any Inspry vendors or subcontractors providing affected Services.
10. INSPRY HOSTING CREDIT REQUEST AND PAYMENT PROCEDURES
10.1. In order to become eligible to receive a hosting SLA Credit, Client must make a written request for the SLA Credit by emailing support@inspry.com. Each SLA Credit request must include the dates and times of the unavailability of Hosting Services, a description of the perceived SLA Event with sufficient detail to enable Inspry to verify the same, and must be received by Inspry within seven (7) days after the end of the SLA Event. Failure to provide the request and other information as required above will disqualify Client from receiving an SLA Credit. If unavailability is confirmed by Inspry and the issue is not excepted or excluded from SLA Credits, an amount appropriate for the actual Down Time duration and type of unavailability determined by Inspry in its sole discretion will be applied within thirty (30) days of Inspry’s receipt of Client’s SLA Credit request. SLA Credits are applied as credit to Client’s Inspry account that offsets current unpaid and/or future charges to Client’s Inspry account. For the avoidance of doubt, SLA Credits cannot be exchanged for cash under any circumstance.
10.2. Notwithstanding anything to the contrary herein, the maximum amount credited to Client in a particular month under this SLA shall not exceed the total fees paid by Client for said month for the affected Managed WordPress Support Programs. SLA Credits are exclusive of any applicable taxes charged to Client or collected by Inspry.
10.3. Client acknowledges and agrees that the SLA Credits referenced in this SLA are Client’s sole and exclusive remedies and Inspry’s sole and exclusive obligations with respect to any failure or deficiency in the Availability of Client’s Services or any breach of this SLA, non-performance or other failure by Inspry to deliver the Managed WordPress Support Programs, provided, that in the event that Inspry does not satisfy the Availability level of 90.00% three times in any twelve-month period for any website Hosting Services, Client shall have the right to immediately terminate the Agreement without further liability on written notice to Inspry.
10.4. Additionally, if multiple SLA Credit sections should apply to the same Service for the same period of time, the maximum individual SLA Credit percentage across applicable sections will be used; SLA Credits across applicable clauses are not cumulative in any circumstance.
11. INSPRY HOSTING BACKUP RESTORATIONS
11.1. Should Client website become compromised by a hack, software update incompatibility or if the site becomes inoperable because of user error, Inspry will restore a backup upon request. Note that hosting related restores are comprehensive and are not granular in nature which means any data updates since the restore point will be permanently lost.
11.2. If the hosting restorations are the result of a hack, there is no limit to the number of restorations Inspry will perform under these Services.
11.3. If the restorations are due to user error, Inspry will perform a maximum of 3 restorations in any 30-day period. Inspry will roll back the site to the previous date requested (if available) and notify Client if it will take any additional time outside of the Managed WordPress Support Program to resolve the matter after investigating.
11.4. Additional user error-related restorations will be performed using monthly support Service hours when available or at Inspry’s hourly rate with a one-hour minimum.
11.5. If the restorations are due to a server compatibility conflict or issue, there is no limit to the number of restorations Inspry will perform under these Services.
12. ACCOUNT AND USER INFORMATION
12.1. Client is responsible to assure that complete contact and billing information on-hand is up-to-date and accurate, including full mailing address and a list of authorized contacts via support@inspry.com. Inspry will contact such contacts via the email addresses and/or phone numbers entered and will not be held responsible for the accuracy of this information.
12.2. Support Services are only rendered to those contacts whose information is on file as an authorized contact on the Service account.
12.3. For a detailed record of the personal information Inspry stores, please view the Privacy Policy. You may also request to update, receive or remove personal data at any time.
13. THIRD PARTY SERVICES
13.1. Client may employ a third party (such as but not limited to a Search Engine Optimization professional, social media professional, web developer or content writer) whose Services involve modifications to the website. Inspry is not responsible for any changes or consequences resulting from such third party Services.
13.2. Should Inspry Services be necessary due to any work performed by a third party, these Services are billable at Inspry’s hourly rate.
14. FEES AND EXPENSES
14.1. Payment for Managed WordPress Support Programs is due on the first day of the period (monthly, quarterly, or annually) in which that Service will be performed. All payment-due notices will be sent by electronic mail. No bills or invoices will be sent by postal mail or fax, unless requested and agreed upon in writing before Service is rendered.
14.2. Prepayment is due each anniversary (one month, one year, or other agreed upon period) following the date the account was established.
14.3. Billing will continue automatically with the credit card on file and indefinitely until you cancel your hosting account.
14.4. As a policy, we do not offer credits or refunds for time already expended or on any company issued credit, such as a free month of maintenance or support.
14.5. Credit cards may be billed up to seven days in advance of the due date to assure that Service will not be affected if there is a problem with the credit card.
14.6. Inspry treats any disputed or reversed credit card payments for services rendered as fraudulent activity. Such accounts will be assessed a $50 fee, per incident, and have their balance sent to a third-party collections agency.
14.7. Client will receive invoices at least 5 days before the due date and Inspry will attempt to charge any credit card on file set as a default payment method automatically up to 7 days before the due date. After the due date, there is a 5 day grace period in which to fully pay the invoice, with an overdue notice being emailed every day. If payment is not made, or other adequate arrangements put in place, the account (including all paid Services on the account) may be promptly shutdown after the 5th day.
14.8. Client is fully responsible for making sure payment is made in a timely manner and is fully responsible for keeping accurate billing information on file.
14.9. Inspry reserves the right to change Managed WordPress Support Program pricing at any time, but will notify Client by written email at least 30-days before such changes take place.
15. CANCELLATION AND TERMINATION
15.1. Either party may cancel with a 30-day written notice unless otherwise specified in an annual or custom agreement.
15.2. To cancel such Service, Client must email a written statement to support@inspry.com or submit a cancellation through our billing portal.
15.3. Client is responsible to secure an email confirmation from Inspry that the Service has been cancelled. If Client has not yet received email confirmation of Service cancellation, then the account remains active, and Client will continue to be invoiced.
15.4. Client is responsible for all charges associated with a Service until cancellation is verified via email.
15.5. If Client has a balance due at the time of cancellation, this balance must be paid in full and the cancellation may be refused until such a payment is made.
15.6. Cancellation does not absolve Client of any outstanding financial obligations.
15.7. Inspry reserves the right to go through a third-party collection agency to collect any overdue payments. All accounts sent through a third-party collection agency will have an additional fee of 38% of the amount owed added to cover the collections fees and other related expenses, subject to applicable laws.
15.8. Inspry is not under any circumstance obligated to refund any monies paid by Client on Managed WordPress Support Programs.
15.9. Inspry does not provide refunds for full months unused and billing is only done on full month or annual terms.
15.10. If Client cancels after prepayment, Client will not receive a refund for the current term in use.
15.11. After cancellation of Managed WordPress Support Programs, Client is responsible for all aspects of website maintenance and care including, but not limited to performing and keeping all backups secure, maintaining the website security and software updates and licenses.
15.12. If Client requests to cancel Hosting Services and migrate the website to another hosting provider, all fees and balances must be paid in full and the new host must be approved by both parties. Inspry will then at Inspry’s discretion (1) provide at no additional charge Client with a full administrator login for website access so a backup can be performed and migrated to the new vendor, (2) provide at no additional charge to Client a backup created using preferred industry standard backup system or as a raw database and file dump (3) perform the website migration to the new vendor for Client at Inspry’s hourly rate or using available monthly support hours.
