WordPress Advanced Support

WordPress Advanced Support2019-03-04T17:13:49-07:00

When you need a little more!

WordPress Advanced Support is our recommended level for more active sites, and sites requiring more hands-on management.

This package is designed with eCommerce and membership sites in mind, for site owners that are a little more risk-averse, and for those that want regular help with their site content.

Hourly Offsite Backups2019-03-04T11:32:23-07:00

Backing up your site is the single most important thing you can do to minimize your risk.

Backing it up offsite means that we keep a copy of your files and data on a different server than your web server.  If your site gets hacked or your web server goes down for some reason, we can restore your site quickly from a backup.

Backing up sites hourly means that you have more restore points available for active sites.

Hourly backups are stored for up to 90 days.

Real-Time Backups Available!

Want even more safety?  For an additional $25/mo, we will configure your site for real-time backups with unlimited storage.

Whenever a change happens on your site, such as a new post being published, the event will trigger creation of a new restore point.

This is the maximum safety available in the industry.

Monthly Software Updates (Advanced)2019-03-04T15:08:14-07:00

Probably the second most important thing you can do to minimize risk is to update WordPress core, your plugins, and your theme.

The publishers of WordPress and the pieces that go into your site are constantly coming out with updates.  Some of these updates add new features, but many of them also include fixes for bugs and security exploits.

While seeing new features is always nice, and adds value to your site, the security and bug fixes are critical to managing risk on your site, even if you never make changes to it (and you should be making frequent changes to it!).

Quality Control: System Testing on Staging

Whenever we update your site, we perform a quality control procedure called a smoke test.  The name comes from the idea of turning something on briefly just to make sure it doesn’t start smoking.

When we update your site, we are deploying code changes made by the publishers of that code.  Any time you make a change to code, there is a risk of introducing a new bug.

Usually, sites under the Advanced Support package merit a little more in-depth testing.  eCommerce sites and other, more complex types of sites have a higher likelihood of seeing a new issue from an update.  To help manage this risk, we ensure there is a staging, or other test instance of the site.  Before updating the Production instance, we perform updates on the staging site, and run a few extra tests to ensure a modicum of functionality has not been affected.

Want us to do more extensive testing?  Sure, happy to do it!  We have a ton of experience with formal testing practices, and we’re happy to design and execute a more comprehensive test plan for you for additional cost.  If you want, you can apply your monthly retainer to additional testing.

Premium Plugins and Themes

Some plugins and themes require a license to keep them up to date. We can only update plugins and themes that are licensed. If your license has expired, we will inform you so you can take care of it, and of course we’re happy to facilitate purchasing a license at our standard hourly rate.

We offer licenses for a few premium plugins as part of advanced support.

Uptime Monitoring & Daily Security Scans2019-03-04T15:09:06-07:00

We can’t respond to a problem if we don’t know it exists.

Our uptime monitoring service watches your site every minute of the day. If your site becomes unresponsive for more than a few minutes, our staff is notified so we can take action.

Similarly, our malware scanner checks your site daily, and will inform us of any vulnerabilities or malware detected. Protecting your site may be as simple as updating to the latest version of a plugin a little ahead of schedule, or we may need to submit your site to a more careful malware audit. Either way, knowing there’s a problem is the first step to taking action.

Emergency Response2019-03-04T14:04:07-07:00

If something does go wrong, we’ll take care of it.

If we receive a notification that your site is down, or that there is a security issue, we’ll respond to it in one of two ways.  It’s your choice how you want us to proceed.

  1. We take up to 2 hours to troubleshoot and fix the issue (Recommended!)
  2. We contact you for approval to take action.

We want to make sure you’re in control, so it’s your choice. Our recommendation is that you pre-approve up to 2 hours of troubleshooting and emergency response. This lets us act to resolve the issue immediately without waiting for further approval.

If we resolve the issue within that time (we usually do), then we’ll contact you once it’s resolved to let you know what happened, and what we did to resolve it.

If we haven’t resolved it in that time. We will stop work, contact you with a status report, and wait for authorization to continue working. If you want to pre-approve more time, that’s okay too!

This practice offers the best of both worlds: a speedy response and keeping a handle on the budget.

The Essential Support package does not include a retainer for labor, so any work we do will be billed at our standard hourly rate.

Emergency Response (Advanced)2019-03-04T15:18:08-07:00

If something does go wrong, we’ll take care of it.

If we receive a notification that your site is down, or that there is a security issue, we’ll respond to it in one of two ways.  It’s your choice how you want us to proceed.

  1. We start troubleshooting immediately with a 2-hour cap (Recommended!)
  2. We start troubleshooting immediately, and stop when your monthly retainer is exhausted.
  3. We contact you for approval before we take action.

We want to make sure you’re in control, so it’s your choice. Our recommendation is that you pre-approve up to 2 hours of troubleshooting and emergency response. This lets us act to resolve the issue immediately without waiting for further approval.  If you choose this option, we’ll use any balance on your monthly retainer before accruing additional cost.

If we resolve the issue within the approved time, then we’ll contact you once it’s resolved to let you know what happened, and what we did to resolve it.

If we haven’t resolved it in the approved time. We will stop work, contact you with a status report, and wait for authorization to continue working. If you want to pre-approve more than 2 hours, that’s okay too!

This practice offers the best of both worlds: a speedy response and keeping a handle on the budget.

Monthly Report2019-03-04T11:56:08-07:00

Every month, we’ll generate a report to keep you up to date on what we did with your site.

Sucuri Security Basic Included2019-03-04T17:20:15-07:00

Sucuri Basic is included!

Sucuri is an industry leader in website security. Under their basic security plan you get the following.

  • Malware removal & hack response
  • Continuous malware scanning
  • Brand reputation & blacklist monitoring
  • Stop hackers before they reach your site (virtual patching / hardening)
  • Advanced DDoS mitigation
  • CDN performance enhancement
  • Firewall

If you need their Pro or Business version, no problem!  We’ll put your $200 credit toward that version.  So, Pro will cost an additional $99.99 and Business will cost an additional $199.99.

Note that Sucuri bills in yearly increments, so we cannot prorate this service.  You do, however, have 30 days to request a refund. If you discontinue your Support subscription before the end of your Sucuri subscription, we will continue to maintain your Sucuri service unless you ask us not to.  If you paid for a full year of support, we will prorate all but the Sucuri membership.

Premium Plugins Included2019-03-04T15:28:04-07:00

We want to be sure you are seeing a lot of value for our service, so we’ll include access to the following plugins.

30 Minutes of Content Updates & Troubleshooting2019-03-04T15:52:27-07:00

One of the main ways we add value with our Advanced Support package is to include up to 30 minutes of content updates and troubleshooting per month.  You can also put this time toward additional testing and site maintenance activities such as refreshing your staging instance (synchronizing staging with production).

What are some of the things you might put this toward?  Here are some things that DO fall under the heading of content updates and troubleshooting.

  • Content changes such as editing text or changing images
  • Help with adding a new post or page
  • Answering questions about your WordPress site
  • Adding special tests when updating your software
  • Tweaking the look of an element on a page
  • Something isn’t working as expected on the site, and you want to look into why
  • There is an interruption in your hosting service, and we use some of this time to contact hosting support on your behalf

Some things would require a separate project, and DO NOT fall under the heading of content updates and troubleshooting.  Generally, if you need something that requires custom programming or expertise beyond basic WordPress technical support, such as design, analysis, or copywriting; this will require a project that is managed as a separate project.  This includes things like the following.

  • You want to design a new landing page or template
  • You want to add a new feature that requires custom programming
  • You want to add a plugin that requires substantial configuration

Yes, your minutes roll over!

If you do not use all of your 30 minutes in one month, they will roll over to the next month.  Rollover minutes expire after the second month, so your support plan will include a maximum of 60 minutes in a given month: 30 minutes for that month, and up to 30 minutes rolled over from the previous month.

Staging Instance2019-03-04T17:00:55-07:00

When you have a more complicated, busier site, it’s much more important to test your changes in a safe environment before pushing them live.

A staging instance is a duplicate of your website that is not accessible to the public.  Its purpose is to be used for testing and review by stakeholders.

The “Production” or “Live” instance is the one your visitors see publicly.

We consider it a critical piece of a risk management plan to use a staging instance, so if you don’t already have one, we’ll configure it for you as part of your onboarding process, and even host it for you if necessary.

For our Advanced clients, we’ll perform updates and tests on staging before performing them on production as an extra safety measure.

Keeping the staging instance up to date, and synchronized with production may incur additional time and expense.  We call the process of synchronizing staging with production, “Refreshing” the staging instance.  Depending on your site, it may only need to be refreshed infrequently.  We’ll recommend when we think it’s time to refresh, and you can always use part of your 30-minute retainer to perform the update.

Advanced Support
$99/mo
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