WordPress Support Plans

Often website run smoothly, but issues and problems do occur. When this happens and you don’t know how to fix it or don’t have the time, your support team will resolve these quickly because they know what to do.

The get the best from your website it needs your regular attention for management and maintenance.

The ultimate responsibility for the maintenance and management of your website rests with you and your business. A support plan is designed to assist you with this, provide some helpful tools and ensure you are able to give the best experience for your users and your business.

As soon as you sign up, your website is added to the support schedule.

The very first thing that happens is we take a full backup and store it securely off the server. This is done just in case there is a problem requiring a point to roll back to.

There are regular tasks we do that happen in the background like backups, optimisations, malware monitoring, uptime tracking.

Other tasks you can submit a support request for.

If you notice an issue or need assistance simple lodge a support request with the form on the support page or send an email. These will be queued in the support system immediately and usually resolved within a business day. 

It depends on the task. Minor changes are often completed within 4- 8 hours. Larger issues can take up to a day. The aim is always to provide same day turnaround.

The team will communicate with you by email. When you receive an email, please respond in a timely manner.

If a discussion is required, you will receive an email with a link to book a time.

If you do not respond, we may not be able to complete the work required quickly or at all.

N.B. Not responding to communication invalidates any guarantee or refunds.

We guarantee to fix and resolve all issues, to 100% satisfaction. If you are not happy that the issue is resolved, our team will go out of their way to ensure it is resolved.

The monthly subscription is not refundable because maintenance, updates and backups occur on a daily schedule.

Of course! You can upgrade, downgrade, change and cancel your plan at any time. You’re not tied to a long term contract. For some websites a recommended minimum plan my be required for the level of assistance and work needed. If that is the case, you will be notified when you sign up.

Note: If you subscribed to a WordPress Website Design product you can either downgrade your support plan at the end of 24 months or you can pay out the remaining term of the plan on a pro-rata basis and downgrade at the end of the current month.

Of course, we don’t want you to leave but you have the option to terminate at time. Simply let us know and your service will stop at the end of the current month.

Once you select and pay for your plan, you will provide login details in a secure form for WordPress and your Web Host.

We will also perform an initial site audit to identify any issues needing attention immediately, and make recommendations on anything we find.

Hosting is a critical contributing factor for speed and performance of a website. If your host is not performing well we are able to recommend suitable website hosts that are fast, reliable and affordable.

Note:

1. If your website is on a shared host we would recommend a host where your website is the only one on the server.
2. We would also recommend not hosting email on the same server as your website and suggest Google Workspace as a robust email host.

We can help with moving your website and email to better alternatives to improve performance, reliability and security.

At this stage these plans are for WordPress Websites.

Other platforms like Wix, SquareSpace, Weebly, Kajabi, ClickFunnels, etc are not supported.

This may change in the future if there is sufficient demand.

However, you are welcome to submit a one-off support request for any of these platforms and we will let you know if we can help at our casual rates or recommend you to a specialist in that platform.

Often web hosting companies back up the server your website is hosted on, but these should not be relied upon.

If the whole web server is hacked, then it can be difficult to get a clean backup of just your own website, as they try to recover the server. This can sometimes take days, and sometimes has taken weeks.

If a web server goes down due to malware or an attack, then the backups saved to the server may also be inaccessible and compromised.

Some web hosts charge additional fees to retrieve a copy of a stored backup.

The safest way to back up is to a secure remote cloud storage facility like we offer.

These backups can be restored often in a matter of minutes, and can be deployed to another web host quickly in the event of catastrophic web server failure (which happens more often that you may hear about).

If you need work that are outside what these support plans cover, you can submit a special support request.

We will be in touch to discuss the work and provide you with a fixed price quote and estimated timeframe.

If you are happy to proceed, you accept the quote, make payment and the work will be completed by the team.

When you have one of the plans, your quote will be at a special rate which is less than the standard casual pricing.

The plans cover 1 WordPress Website. Each website needs it’s own plan.

If you have more than 3 WordPress Websites please submit an enquiry for an Enterprise options.

Requests should fall within the following categories:

• UI troubleshooting (HTML, CSS, Javascript)
• Styling elements with CSS
• Content population & image manipulation
• Creation of basic graphics (e.g. buttons, banners, etc.)
• WordPress consulting (advice and support)
• Optimisation of CSS, Javascript and Images
• Theme/plugin audits
• Plugin installation and implementation

If you are unsure about the whether or not a request meets these criteria, submit it as a ticket to our support system and we will either accept the ticket or deny the ticket based on managerial approval.

Examples of requests which are outside the scope of these plans include items like

• Website redesign
• Landing page design
• Custom plugin development
• Custom theme development
• Search marketing/SEO services
• Any fix estimated to exceed 60 minutes of work

We will let you know when any request falls outside the scope and will provide you the option of a fixed price quote at the special rates provided in each plan.

These rates are less than the standard casual rates.

For work that falls outside the scope of these plans or for casual, one off jobs, the following rates, terms and conditions apply:

1. Minimum time block is 15 minutes.
   $45 + GST per time block
2. Work estimated to be less than $500 +GST will not be quotes. An invoice will be issued for actual time spent.
3. Work estimated to be more than $500 will be quoted with a fixed price.
4. Any variations to the scope in a quote may need a quote variation.
5. All work must be agreed to as per our approval process prior to commencement.
6. Unless agreed otherwise, payment is due prior to commencement of work.