inverse paradox
WordPress Hosting Services & Service Level Agreement (SLA)

WordPress Hosting Services

Inverse Paradox provides WordPress website hosting services to small business websites with limited traffic and resource needs in order to provide efficient and cost effective ongoing services. Inverse Paradox provides this service by reselling partitioned space, bandwidth, memory, and processing via its enterprise hosting environments provided by WP Engine.

Hosting includes and is limited to:

• 1 WordPress website (up to 3 domains)
• Up to 10k visits per month
• 1 gigs local storage
• 10 gigs of bandwidth
• Basic single-domain SSL certificate
• Content Delivery Network (CDN) for static asset delivery
• Automated backups and malware scanning
• Staging environment
• Limited eCommerce for single product sale or a single payment or donation form ⁽¹⁾
• Limited hosting support (refer to SLA)

Hosting does not include or permit:

• eCommerce functionality including WooCommerce
• WordPress Multisite
• Membership-based or user generated content (UGC) heavy websites
• PCI Compliance
• 24/7 hosting support
• Domain registration & DNS management ⁽²⁾
• E-mail hosting⁽³⁾

Service Level Agreement (SLA)

The SLA is an Agreement between Inverse Paradox and Customer and addresses the uptime guarantees in relation to the Services we provide to you and your remedies for our failure to meet such guarantees. The remedies contained in this SLA are your sole and exclusive remedies for any issues addressed herein. We may update this SLA from time to time in our sole discretion.

Service Availability

Inverse Paradox will make the Services available 99.95% of the time, excluding any Excused Downtime. In a given calendar month, we calculate “Service Availability” as (total minutes Services are available) x 100 / (total minutes in the year) – (Excused Downtime).

Excused Downtime

“Excused Downtime” means the length of time the Services are unavailable due to:

• Scheduled Maintenance;
• Emergency Maintenance;
• Beta Services;
• Force Majeure events;
• Account suspensions due to non-payment; and
• the actions or omissions of you, your Authorized Users, or any third-party acting on your behalf or at your direction, including any unauthorized use of the Services, breach of the Agreement or any use or configuration of the Services that exceeds Inverse Paradox’s limits.

“Scheduled Maintenance” includes any maintenance performed during the evening from 11pm-5am EST or for which we provide reasonable notice or coordination with you in advance of the maintenance.

“Emergency Maintenance” means any maintenance performed outside the Scheduled Maintenance windows without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems.

Software Error

Downtime as a result of the website being hacked, having exploited vulnerabilities, necessary code quarantines, and/or software being damaged (including WordPress) is not included within the SLA. Application integrity and consistent functionality is the responsibility of the Customer. The SLA pertains to hosting server availability only, not the consistency of materials stored within the hosting account.

SLA Credits

You are entitled to a credit of 5% of the applicable annual Fees for each full hour of downtime in excess of the Service Availability targets. (For example, you will receive a 5% credit for between 1 and 60 minutes of downtime in excess of the Service Availability targets, a 10% credit for between 61 and 120 minutes, etc.) In order to receive a credit, you must contact Support within 30 days of the event giving rise to the credit. Credits are based on our monitoring, shall not exceed 100% of the applicable annual Fees, may not be carried over or aggregated, are forfeited at the expiration or termination of the Agreement or hosting migration, and will not be paid or provided as a refund.

Limited Hosting Support

Limited hosting support is offered, without cost and part of the SLA, during Inverse Paradox’s normal business hours,
Monday-Friday from 9am-5pm EST by phone at 215-478-6586 or by e-mailing the support channel at support@inverseparadox.net. Hosting support included in this SLA is limited to issues related to the server/infrastructure only.

General Website Support

Any alterations or upgrades, whether related to client-request or necessary repair to the WordPress software, plugins or other hosted assets are subject to hourly billing.

Subscription & Payment Terms Annual Paid Website Hosting

Inverse Paradox provides website hosting services on an annual basis including a single annual invoice issued on the anniversary of your site launch or migration to Inverse Paradox. The annual rate for website hosting via Inverse Paradox is $200. Customers have 30-days from invoice date to make payment or migrate hosting to another provider.

Failure to pay within 30-days may result in suspension or termination of hosting services which will result in the website becoming unavailable. Should an account be suspended and require reactivation, payment for a one-time $100 reactivation fee in addition to the hosting invoice will be due. This is to cover the costs of account suspension, reactivation and necessary tasks to assure site is redeployed with all functionality and content intact.

Inverse Paradox reserves the right to adjust hosting rates at any time and any new rate will be reflective in the customer’s next annual recurring invoice.

Free Website Hosting (1-Year)

Inverse Paradox offers a free first year of website hosting to customers whose website fits within the limits of the hosting plan.(4) For those customers in their first year, the right to “SLA Credits” does not apply since a complimentary service is being provided. Upon the customer’s first anniversary, they will be issued their first annual invoice for continuation of services.

Hosting Migration

Migrating away from Inverse Paradox – At any time, the customer can migrate their website to another host. Nothing is done on the part of Inverse Paradox to prevent a customer from having total ownership of their website and contents of their hosting account. If a customer elects to move their website to a new provider, they must notify Inverse Paradox within 30-days of the migration. Upon notification, the client is eligible for a prorated refund or account credit for any months of service not fulfilled within the annual subscription. Inverse Paradox may be contracted at a cost to migrate your website to another hosting provider.

Migrating to Inverse Paradox – Inverse Paradox provides complimentary services to migrate eligible websites to its hosting plan.

Required Hosting Migration – Should a customer’s website be found to need additional resources beyond the hosting plan offered by Inverse Paradox or is exceeding the limits during the subscription term, Inverse Paradox may require the client to migrate their hosting. Any such required notice will include a recommended hosting package at WP Engine (including signup discount), complimentary migration service if signing up at WP Engine, 30-days to complete migration and a prorated refund or account credit for any months of service not fulfilled within the annual subscription. At the time of notice being provided, the customer may elect to migrate their website hosting to any provider, not just WP Engine. If the customer elects for an alternative host, the customer may use their own resources to migrate the site or Inverse Paradox may be contracted at a cost to migrate your website. Following notice being provided, failure to migrate within 30-days may result in suspension or termination of hosting services which will result in the website becoming unavailable.

Acceptable Use Policy (AUP)

Due to the hosting service being a resold service of Inverse Paradox’s enterprise environments at WP Engine, all hosted customers are expected to comply to WP Engine’s Acceptable Use Policy (AUP): https://wpengine.com/legal/aup/. Failure to comply may result in Inverse Paradox terminating services with or without notice.