Hosting, Care plans and support
Service Level Agreement
- Updated October 23, 2026
- 99.9% uptime
- First reply within the hour
- Refunded if we miss it
What you can count on from us: how fast we answer, how we keep your website up and backed up, what a Care plan includes, and what we put right when we fall short. It forms part of our Terms of Service and is read together with them.
On this page
At a glance
99.9% uptime each month
Measured by our own monitoring. Fall short and you receive a credit.
Priority Ticket: 1 hour
A first reply within one hour, Monday to Friday, 9 AM to 5 PM Eastern.
After-Hours: 2 hours
Site down or hacked? A first reply within two hours, 7 AM to 11 PM, every day.
Daily backups, kept 30 days
Restore a site, mailbox or database yourself, or ask us to.
What this agreement covers
This agreement applies to WordPress hosting plans, Care plans (Care, Care Plus and Care Partner), support tickets, Priority Tickets and After-Hours Emergencies bought from Perfect Blend Marketing & Design Inc. Where it says something more specific than our Terms of Service, this agreement applies.
It covers websites hosted on our own servers. For a website hosted elsewhere, we can help as far as that host allows, but the uptime, backup and security promises below do not apply.
How to reach us
Best for everything
A ticket in your client area
Open one at my.perfectblend.biz. Your website details are attached automatically, and you choose Standard, Priority or After-Hours.
From your website
Your WordPress dashboard
Open tickets and send change requests from the Perfect Blend dashboard inside your WordPress admin.
You can also write to info@perfectblend.biz or call +1 (905) 926-3516. Email and phone messages are answered as Standard support; the response promises below apply to tickets opened in the client area or WordPress dashboard, because that is where the clock is kept.
Business hours are Monday to Friday, 9 AM to 5 PM Eastern time, except Ontario public holidays for Standard support.
Response times
| Support | First reply | When | Cost |
|---|---|---|---|
| Standard support | Within 1 business day (our aim) | Business hours | Included with every plan |
| Priority Ticket | Within 1 hour, guaranteed | Monday to Friday, 9 AM to 5 PM Eastern | $99 CAD, or included with your plan |
| After-Hours Emergency | Within 2 hours, guaranteed | Every day, 7 AM to 11 PM Eastern | $249 CAD, or included with Care Partner |
A first reply means a person on our team has looked at your ticket and written to you about it, not an automatic message. A Priority Ticket includes up to one hour of hands-on work; if the fix needs longer, we tell you what remains and what it costs before going further.
How the clock runs. The clock starts when you open the ticket, or when its invoice is paid, and only counts during that support type’s hours. A Priority Ticket sent on Friday at 4:45 PM is due on Monday at 9:45 AM. An emergency sent at 11:30 PM is due at 9 AM.
Our promise if we are late
If we miss the first-reply time on a Priority Ticket or After-Hours Emergency you paid for, it is refunded in full, to your card or as account credit. If it was one of your included tickets, it goes back into your allowance. You do not need to ask.
Included tickets each calendar year. Every hosting plan includes 2 Priority Tickets. Care and Care Plus include 4 Priority Tickets. With Care Partner every ticket gets the one-hour promise, plus 4 After-Hours Emergencies. Included tickets reset on January 1 and do not carry over.
What counts as an emergency. Your website is down, showing an error, hacked or defaced, or your checkout or contact form has stopped working. A content change or a question can always wait for Priority or Standard support.
Uptime and credits
We aim for each hosted website to be available 99.9% of every calendar month, which allows for about 43 minutes of downtime in a 30-day month. It is measured by our own monitoring, which checks the server and your website every few minutes.
These do not count as downtime:
- scheduled maintenance, announced at least 48 hours ahead wherever possible and kept outside business hours;
- problems caused by your website’s own code, plugins, themes or content, or by changes you or your team made;
- a site that is paused for an unpaid invoice, suspended under our Terms of Service, or in maintenance mode;
- problems with your domain, DNS hosted elsewhere, or services outside our servers;
- attacks or events outside our reasonable control.
The credit. If a website falls below 99.9% in a month, write to us within 30 days and we credit your account with a proportionate part of that month’s hosting fee: the share of the month the site was down, rounded up to the next full day. For example, a site down for 5 hours in a month is credited one day of that month’s fee. Credits apply to hosting fees you paid, so a plan in its free year has no fee to credit. The credit is our full responsibility for downtime.
Backups and restores
- Every day
Automatic backup
Every website, database and mailbox on our servers is backed up each day.
- 30 days
Kept for you
You can go back to any of the last 30 daily backups.
- Any time
Restore it yourself
Restore a website, a mailbox or a database from cPanel Tools in a few clicks.
- Or ask us
We restore it for you
Open a Standard ticket and we restore from a backup at no charge.
Backups are a safety net, not an archive. Keep your own copy of anything you cannot afford to lose.
Security and maintenance
- Server updates. Security updates to the operating system and server software are applied promptly, normally within 7 days of release and sooner for urgent fixes.
- Malware scanning. Every hosting account is scanned for malware each week. If something is found, we tell you and help clean it up.
- SSL certificates. Free certificates are issued and renewed automatically for every domain pointed at our servers.
- New-account protection. New sign-ups are checked before an account is built, and new accounts start with lower email limits for their first 30 days, so one bad account cannot harm everyone else’s email.
- Safe WordPress updates. On Care plans, plugin, theme and WordPress updates are tried on a private copy of your site first, and a safety copy is kept 30 days so any update can be undone.
If your website is hacked
On a Care plan we clean it up and restore it at no charge. On hosting alone, we restore it from a clean backup at no charge, and quote any deeper clean-up before we start.
Care plans
Care
Peace of mind
- 1 Detailed token every month
- Updates, backups and security handled
- Monthly report
- 4 Priority Tickets each year
- Client Testimonial System included
Care Plus
Room to grow
- 2 Detailed and 2 Quick tokens every month
- Everything in Care
- Quarterly speed and security review
- 4 Priority Tickets each year
Care Partner
We are on call
- 4 Detailed and 4 Quick tokens every month
- One Standard page each quarter
- Every ticket answered within 1 business hour
- 4 After-Hours Emergencies each year
- A 30-minute monthly meeting with Jordon
Tokens included with a plan roll over for one month; tokens you buy separately never expire. A Quick token covers up to 5 changes and a Detailed token up to 20, on one page or many. Current prices are shown in the client area.
What is included and what costs extra
These are examples. If something you ask for is not included, we tell you what it costs before we start.
| Area | Included | Quoted separately |
|---|---|---|
| WordPress and plugins | Security and minor updates, tested first on Care plans; fixing problems an update caused | Major rebuilds, moving to another platform, code changes needed for a new PHP version |
| Fixes and technical help | Fixing faults in work we built; rolling a site back to a backup; reviewing error logs and broken links; redirects missed at launch | New features; recovering data that was never in a backup |
| Domains and DNS | Pointing domains and setting up DNS for sites we host | Domains and DNS managed with another provider |
| Mailboxes, forwarders and set-up help for our hosting | Bulk email or newsletter sending set-up | |
| Questions and training | How-to questions by ticket; short guides for key features | Training sessions for groups or at your location |
| Design and pages | Display and mobile fixes on existing pages and templates; accessibility fixes | New pages, templates or redesigns (unless your Care plan includes them) |
| Reports and reviews | The monthly report on Care plans; speed and uptime monitoring | SEO reviews, content audits, custom reports |
What we need from you
- Keep your contact details current so alerts and invoices reach you.
- Tell us about a problem through a ticket, with enough detail for us to see it.
- Give us the access we need to your website when we ask, and keep your own copies of anything critical.
- Be responsible for the content you publish and for the people you give access to.
- Ask us in writing before running any security or load test against our servers. Testing without permission looks like an attack and is blocked.
Billing, pausing and ending
Plans are billed in advance for the term you chose. Unpaid invoices follow the reminder, pause and removal timeline in our Terms of Service: reminders on days 1, 7 and 12, a pause on day 14, a final notice on day 45, and removal on day 60 with a backup kept 30 days after that.
You can cancel a Care plan or hosting plan at any time, effective at the end of the current term. If a Care plan ends but hosting continues, your site keeps its hosting, backups and server security with Standard support and the 2 Priority Tickets that come with hosting; WordPress updates become yours to run, or ours by token.
Changes to this agreement
We update this agreement when our services change. We post the new version here with its date, and for changes that reduce what you receive we email you at least 30 days ahead. If you do not agree, you may cancel the affected service before the change takes effect and we refund any unused part of what you paid.
Contact
- Support
- Open a ticket in your client area
- Phone
- +1 (905) 926-3516
- Hours
- Monday to Friday, 9 AM to 5 PM Eastern; After-Hours Emergencies every day, 7 AM to 11 PM
Something wrong right now?
Open a ticket from your client area. Choose Priority or After-Hours if it cannot wait, and the clock starts straight away.
