Emergency WordPress Support

1. Application

1.1 This Schedule applies where the Client purchases Emergency WordPress Support at the fixed price published on the Emergency WordPress Support page. It is a Statement of Work for the purposes of clause 5.1 of the Terms and Conditions.

1.2 Where this Schedule conflicts with the Terms and Conditions, this Schedule prevails for Emergency WordPress Support only. Everything not addressed here continues to be governed by the Terms and Conditions.

1.3 Emergency WordPress Support is offered to businesses only. By purchasing, the Client confirms that it is acting in the course of a business and not as a consumer, and that it is entering into the contract for the purposes of that business.

1.4 The published price is an invitation to treat and not an offer capable of acceptance. No contract is formed until WildPress confirms in writing that it will carry out the work.

1.5 WildPress may decline any request for Emergency WordPress Support, and is not required to give a reason. Where payment has already been taken and WildPress declines the work, the payment is refunded in full and neither party owes the other anything further.

2. Charges

2.1 The charge for Emergency WordPress Support is £75 including VAT (£62.50 plus £12.50 VAT). This is an express statement otherwise for the purposes of clause 5.5 of the Terms and Conditions, which would otherwise treat quoted amounts as excluding VAT.

2.2 The charge is payable on acceptance rather than within the standard Payment Term at clause 5.2 of the Terms and Conditions. Work begins once payment is received or WildPress confirms in writing that it will begin beforehand.

2.3 The initial telephone or message conversation to establish the nature of the problem is provided free of charge and creates no obligation on either party.

3. What the charge includes

3.1 Priority response, ahead of non-emergency work in the queue.

3.2 Up to two hours of WildPress’ time, comprising diagnosis and remedial work.

3.3 A short written summary of what was found and what was done.

4. Scope

4.1 This Schedule covers faults that prevent a WordPress website from functioning normally, such as a site that will not load, fatal or critical errors, database connection errors, faults arising from an update, plugin or theme conflicts, loss of administrator access, and server error responses.

4.2 The following are not covered by the fixed price and are quoted separately:

• a website that has been hacked, defaced, or infected with malicious code, and any associated clean-up, backdoor removal, or reputation and blocklist work;
• rebuilding a website, or any part of one, that cannot be restored;
• migrations between hosting providers, except where a migration is the agreed remedy and is expressly agreed in writing;
• work on anything other than the WordPress website identified at the time of purchase.

4.3 Where WildPress determines during diagnosis that the fault falls outside clause 4.1, WildPress will stop, inform the Client, and provide a separate quotation. No further work is carried out until the Client accepts that quotation in writing, and the Client may instead request a refund under clause 6.

5. Work exceeding two hours

5.1 If WildPress forms the view that resolving the fault will take longer than the two hours included in the charge, WildPress will stop and inform the Client before continuing.

5.2 The Client may then either agree in writing to a further charge for the additional work, or decline. Where the Client declines and the fault remains unresolved, clause 6 applies.

5.3 WildPress will not carry out chargeable work beyond the included two hours without the Client’s prior written agreement.

6. Refund

6.1 WildPress refunds the charge in full where, having carried out diagnosis:

• it is unable to resolve the fault and the Client does not wish to proceed under clause 5.2;
• the fault falls outside clause 4.1 and the Client does not accept the separate quotation offered under clause 4.3; or
• WildPress declines the work under clause 1.5.

6.2 The refund is not conditional on the Client explaining or justifying the request, and is made to the payment method used, normally within five working days.

6.3 A refund is not available where the fault has been resolved, where the Client declines to provide the access described in clause 7 such that diagnosis cannot be carried out, or where the Client asks WildPress to stop for reasons unrelated to WildPress’ ability to resolve the fault.

6.4 Where a refund is made, WildPress still provides the written summary described in clause 3.3.

7. Client obligations

7.1 The Client shall provide administrator access to the WordPress website and, where reasonably required for diagnosis, access to the hosting account. WildPress will use the least access necessary.

7.2 The Client confirms that it is entitled to authorise work on the website and to grant that access.

7.3 WildPress takes a backup before making changes where it is practical to do so. Where no usable backup exists, the Client accepts that recovery options are more limited.

8. Acceptance

8.1 Payment of the charge constitutes the Client’s acceptance of this Schedule and of the Terms and Conditions.

8.2 The contract is formed when WildPress confirms in writing that it will carry out the work, as set out in clause 1.4. Payment alone does not oblige WildPress to accept the work.