Statement of Support

Extraordinary customer service and support is the primary reason so many customers choose Simmer. This SLA (service-level agreement) outlines the exact support services provided and not provided to both Simmer Pro and Simmer HQ customers.

Simmer Pro

Included in each Simmer Pro license purchase is an SLA supporting all software for:

  • Account and all tools and features
  • WordPress
  • Simmer and related products
  • Social sharing plugins
  • WordPress theme template files with Simmer code
  • Print stylesheets in WordPress themes
  • Plugin conflicts with recipes by Simmer Pro
  • Community updates to the blog for customers only

Simmer HQ

Included in each Simmer HQ hosting purchase is an SLA supporting:

  • Account and all tools and features
  • Network performance and uptime
  • Hosting hardware
  • WordPress
  • All software installed by default on the Simmer HQ network, including automatic updates
  • Security updates and patches
  • WooCommerce
  • SSL certificates
  • Cross-browser compatibility for default WordPress themes on the Simmer HQ network
  • Social sharing plugins
  • All WordPress theme files
  • Code review for security of all WordPress plugin files
  • All default WordPress plugin files
  • Community updates to the blog for customers only

Services requiring additional payment not included:

  • Hacks caused by customer controlled vectors
  • Internet training
  • SEO services beyond installed plugins
  • Root server customizations