Support & Backups Policy

Effective and last updated: October 10, 2026

This policy explains the distinction between platform hosting support and separately agreed website care or project services.

1. Included support

Hosting support addresses the purchased hosting account and available platform functions. Foundation includes basic installation and setup help. Pinnacle adds one standard assisted migration and initial caching configuration. Executive includes up to three standard migrations, an initial performance review, and a priority support queue. “Priority” describes queue handling, not a guaranteed response or resolution deadline. Support does not include unlimited development, redesign, content entry, or ongoing plugin repair.

2. Migration scope

A standard migration depends on compatible source access, obtainable files and databases, and a supported destination. Complex applications, compromised sites, licensing issues, unusually large data sets, and substantial repair or redevelopment require a separate assessment and quote. Keep the source service and your own backup until you verify the migrated site and email. DNS and external-provider timing can affect cutover.

3. Backups and restoration

A hosting purchase is not an unlimited managed-backup or disaster-recovery agreement. Available platform backups and restoration tools depend on the purchased service and provider. Do not assume a particular frequency, retention period, recovery point, or guaranteed restoration unless it is specified in your accepted order or care agreement. Maintain independent, current copies of your website files, databases, and essential email, and check that they can be restored.

4. Care and service commitments

Ongoing website care, updates, monitoring, fixes, and managed backups require a separate agreement specifying what is covered. No uptime percentage, 24/7 WAGA staffing, fixed response time, or service-credit schedule is promised unless expressly included in a written service-level agreement. Platform security features reduce some risks but cannot guarantee that customer websites will never be compromised.

5. Getting help

Use the customer portal’s available support tools or support@wagasolutions.com. Include the domain, a clear description, relevant error text, and when the issue began. Avoid passwords, full payment-card information, or unnecessary sensitive data. For access problems or accessibility assistance, describe the page and the obstacle so we can help.