Empowering Small Businesses Since 2003: Innovation, Strategy, Success

GetUWired Support & SLA Overview

We offer flexible support models designed to fit businesses of all sizes , whether you need ad hoc development, long-term partnership, or site/workflow maintenance. Below is a summary of our offerings, service levels, and what you can expect when you work with us.

HOURLY / ON-DEMAND SUPPORT

Rate: $175/hr
Minimum Purchase: 10 hours
Good For:

  • Fast-tracked small-to-medium builds
  • Zapier, Make, Workato, etc. and CRM workflow troubleshooting
  • Businesses not needing a long-term retainer

What’s Included:

  • First-come, first-serve access to our production calendar
  • Emergency access via flex days for critical issues
  • Project in Teamwork with task/hours visibility
  • Communication via email; Slack for larger projects

Emergency Coverage (Weekdays Only):
Typical same-day response  if you’re facing a critical business issue (e.g., site down, payment failures, broken automations).

Hours Validity:
Good for 12 months from purchase

MONTHLY RETAINERS

Retainers offer a dedicated team and consistent output, perfect for clients with steady work pipelines and ongoing priorities.

Tier

Monthly Cost

Included Hours

Hours Rate (Additonal)

Half Retainer

$4,000

25 hours

$160/hr

Full Retainer

$8,000

50 hours

$160/hr

What’s Included:

  • Dedicated developer, PM, and team lead
  • Access to design, copywriting, CRM, and systems strategy experts
  • Private Slack channel upon request
  • Full transparency in Teamwork (task tracking, time logs, etc.)

 

Terms:

  • Billed half on the 1st and 15th of each month
  • 30-day cancellation notice
  • Hours do not roll over

 

Best For:
Clients with at least 6 months of recurring work, systems optimization, and complex builds

TRIAGE & EMERGENCY SUPPORT

Availability: Mon–Fri, 8–5 ET
If you have hours on the books, we’ll triage critical issues the same day. After-hours/weekend support is available at an upcharge. Upcharge will be determined based on the level of support needed.

Examples of emergencies we respond to:

  • Website or store is down
  • Payment systems failing
  • Broken Zaps or critical workflow failures
  • Public-facing communications going out in error

WORDPRESS SITE MAINTENANCE PLANS

Starting at: $300–$525/month per domain

What’s Included:

  • Monthly plugin, theme, and PHP updates
  • Weekly security  scans and malware cleanup
  • Backup management
  • Real-time plugin monitoring
  • Response within 24 hours on breach alerts
  • Custom pricing available for multi-site support

     

Custom SOWs available to meet site-specific needs, make site edits, or multi-domain support structures.

RESPONSE TIME & COMMUNICATION

  • Initial response: Guaranteed within 1 business day
  • Standard hours: Monday–Friday, 8AM–5PM ET
  • Preferred Channels: Email, Slack (for larger projects), Teamwork
  • After-hours: Available for emergencies, may incur upcharge

MISC

  • Unused Hours: 
    • Hourly packages valid for 12 months 
    • Retainer hours do not roll over month to month 
  • Team Continuity: 
    • Retainers = dedicated team 
    • Hourly projects = consistent team when possible; well-documented for smooth re-engagement 
  • Holidays: 
    • We observe standard U.S. holidays and Quarterly Team Building Events 
    • You will be made aware of these down times in proper advance  
  • Ownership: 
    • You fully own all work we create 
    • Maintenance is optional , not required