Additional time taken applying updates to customized websites to check for functionality. Updates take place in a Staging version of your website or during slow traffic periods for your website. This helps to minimize problems that might occur when an updates breaks customizations.
Yes! Websites with advanced functionality like e-commerce require our Protect & Secure or Total Support plan. E-commerce sites require additional support in order to properly manage them.
Once you sign up for the plan, you’ll receive a welcome email with details about how to securely send us your login credentials for both WP admin and FTP. Once we have received this information, we’ll have your plan fully implemented in 24-48 hours.
Fully-implemented means that one of our support engineers has logged into the site, connected it to our maintenance platform, performed a manual test for cloud backups, and performed any outstanding core/plugin updates.
Our entire support team works remotely within the US. Our business hours are Monday through Friday, 8am-5pm CST. We respond to all requests within 4 business hours and strive to complete all Help Desk Support requests within 8 business hours or less.
For 24/7 support, we recommend a hosting provider that has advanced WordPress expertise available. In our opinion, Dreamhost represents the absolute best and brightest of the WordPress hosting world when it comes to 24/7 support.
All tasks that require less than 30 minutes to complete are considered Help Desk Support requests and are included in both Protect & Secure or Total Support plans.
Each domain (website.com, subdomain.website.com, etc) requires it’s own plan, either Basic, Protect & Secure, or Total Support. If you have 3 websites that you would like us to maintain and manage, you will need 3 separate plans.
Support tickets do include edits to content, theme or CSS stylesheet adjustments, changing plugin settings, configuring forms and much more. From code to general WordPress issues, we’ll take care of almost anything related to the design and development of your website that can be done within 30 minutes from within the WordPress Dashboard.
Support tickets do not include installing brand new plugins, custom development (PHP, plugins, themes, etc), updating custom theme code, graphic design, or building out a new landing page, new form, or new website.
A highly customized website is any WordPress website that has a child theme and/or customized plugin(s) that are not available to the public.
Child themes are used when WordPress customizations cannot be accomplished from the standard WordPress Theme Customization dashboard.