wordpress website maintenance & support

The website maintenance packages quoted here are specifically for WordPress, however we can definitely provide ongoing support for sites built with Squarespace, Wix, Shopify, or other platforms.

Get in touch for a custom quote for ongoing maintenance & support for non-Wordpress sites.

These WordPress maintenance packages do not include after-hours technical support, website training, email management, comprehensive reporting, unlimited support & updates, marketing activities, managing social media accounts, SEO, or recovery if your site goes down due to something outside our control (though you will get priority attention for us to fix it). 

These packages also do not include the cost of your chosen hosting provider, domain (URL) registration, or any subscriptions attached to the website. 

Priority Emergency Support means if your website has an emergency, such as being offline, security breach/hack, or design/appearance gone all wrong, you go to the top of the list. We will respond to it immediately (usually within 1 hour) and prioritise the fix above all.  This includes limited after-hours support (but is not a 24/7 service).

Priority General IT Support means any other general technical support you need for your website, emails, or otherwise, will be responded to as a priority (usually within 3 hours) and actioned that day. 

NB: the prioritisation/response time is the benefit included; the work itself will be charged at the discount ad hoc rate of $120/hour.

If your site has gone down due to something in our control (eg. an update we did, SSL certificate expired, etc.), we will likely know before you & have it fixed in no time.  These fixes are included in your package (though the purpose of ongoing maintenance is to mitigate these incidents altogether).

If your site has gone down due to something outside our control, the fix will be at the ad hoc discounted price of $120/hour.

Examples of issues that can take your site offline, that are outside our control:

• Your chosen website hosting provider is down
• Your chosen website hosting provider has not allocated your site enough resources/memory
• You have tinkered with something/tried to do updates on the site & accidentally broken functionality 
• You have given Admin login credentials to a third-party (eg. a web designer, shop manager, IT support, dispatch agent, etc) and they accidentally (or intentionally) break something.
• You haven’t paid your domain renewal
• You haven’t paid your hosting renewal

Issues we can troubleshoot but can’t fix:

• Users unable to access the website because they are misspelling the URL, or using an Etch-a-sketch
• Global internet outage due to apocalyptic disaster (or local internet outage due to garden variety weather phenomena)
• Artificial Intelligence takeover (sorry, I know what’s coming and I’m not fighting robots for website up-time)

No, a lot of people choose to manage their updates internally and often that means a website can go for months at a time without any updates and still operate.  

However, not doing regular updates can leave your site vulnerable to hacks & data breaches, as well as functionality breaking without warning when you do eventually update everything.  This can cause additional problems when there’s no way to roll back an update because you previous version was so out-of-date. 

Of course, if you are comfortable with the software and know how to test/fix issues when updates conflict. 

That being said, the most common thing we see is people managing their own updates & then something breaks and their site design goes haywire, their whole site goes down, or functionality is lost and they don’t notice until a customer points it out. They end up losing more in downtime & paying to get it fixed, than if it had been managed by a professional.

An SSL certificate verifies that your website is secure and all sensitive data, such as customer information and banking data, is protected by encryption.  The little padlock icon in the URL bar shows that a website is secure and has a current SSL cert. 

When a website doesn’t have this layer of security, nowadays browsers won’t let you visit the website, deeming it a high risk for scams and data theft.

This is a secure email routing service we configure to make sure all emails generated through your website are received by their intended recipient.  

This could be your customer’s order confirmation, a booking notification, an enquiry that you need to reply to, etc.  This service stops your website’s emails going to junk & we even get insight into when the email is delivered, opened, or can’t send because your customer’s inbox is full.

Yes – all backups we manage are synced to an encrypted cloud storage service, with its own security protocols and backups in place, so your website data can’t be compromised or lost.

We are super flexible, and understand that business needs change all the time. Our wordpress maintenance packages require 6 months commitment to begin with, but after that you can cancel at any time. 

Invoices are issued a month in advance & need to be paid before the month commences to be covered.  If you decide to cancel you just need to advise us by email & we will cancel effective the coming month & cancel the invoice.

Sorry, we cannot refund months already paid.