WordPress Care Plans & Maintenance

Can I use my own web host?

Of course. Although we prefer to use our own hosting because we know it's state-of-the-art and we have excellent control over the host settings.

That said, if you wish to use your current provider, we'll review your web hosting to make sure it fits the purpose of your website.

Can I take out a Client Care Plan even if my website was not built by you?

Whilst these plans are for WordPress websites we build or re-design, we always welcome new clients who are looking to establish a long-term relationship with us.

We first like to do a free Website Health Check to become familiar with the website and identify any potential issues that may occur.

We will send you a detailed Website Health Check report in the form of a PDF. It will contain a list of any issues to resolve and suggestions for improvement needed in order to proceed with the website on a monthly Care Plan.

What happens if my website is hacked, breaks or goes down?

The main purpose of our Care Plans is to provide preventative care to prevent this from happening, and while under our care, we take every reasonable measure to protect you against cyber attacks, such as malware. Therefore, in the unlikely event that this happens, you can rest assured that we will spend the time necessary to get your website back up and running at no additional cost.

Even if your website is not hosted by us and the issues are caused by the hosting provider, we will still communicate on your behalf in an effort to resolve the issues. All our Care Plans include offsite backups should we need to restore your website back to full health.

What is Priority Support?

Priority support is given to Care Plan clients over those requiring ad hoc work. Priority support means you can expect a response to your request within 8 business hours (usually sooner).

How do I submit a support request, and what are the support hours?

By email, using our dedicated email address for Client Care Plan support customers. We will get back to you ASAP within our office hours, which are 9am to 5pm Monday to Friday. If it is urgent, you can give us a call.

What if I need something that falls outside my Care Plan?

If you have a task that is beyond what is included in your Care Plan, we can have a chat to discuss it. When we’re clear on what’s required, we will provide a separate quote for your approval before commencing any work.

Can I roll over the support time from one month to the next if I don’t use it?

You can roll over support time for up to 3 months. We usually invoice quarterly in advance, as it allows us to roll over support time, so you can use it anytime over a quarter. Most WordPress Care Plans do not allow the support time to roll over.

We hope to develop a long-term relationship with you and would not like to see you go, but you can cancel at any time.

What tasks are included in the dedicated support time?

Content updates and small design changes are the most typical requests, but anything that fits within your monthly support time is fine. If you roll over your support time for up to 3 months, more complex changes can be made on a case-by-case basis. We just ask that you be aware that major website changes, such as adding new features, will likely result in a separate quotation as those commonly go over the dedicated support time.

Can I cancel my Care Plan at any time?

Absolutely, you are not bound to a long-term contract. We would love to continue building a valuable relationship with you, but if you really need to go, you can simply contact us to confirm that you wish to cancel, and it won’t renew next month.

On cancellation, you will need to be aware of the minimum requirements that you will need to do yourself to help protect your investment and keep your website secure and in good working order.