WordPress Maintenance

Security Incident Recovery is used when the website is down (not accessible via the browser) or broken in a way that is not usable by potential clients.
For these scenarios, the Security Incident Recovery item can be used.

• site down / 500 errors
• white screen / critical error
• checkout broken (if Pro/eCom)
• hacked warnings / injected spam

Not included: new features, design changes, content entry, SEO work, hosting migrations, server/hosting provider incident response.

Basic/Premium: includes restore from a known-clean backup + rollback to get the site online quickly. Cleanup and root-cause mitigation aren’t included.
Pro: includes malware cleanup and root-cause mitigation. Time spent counts toward the Pro plan included (*) hours (3 hours/month). If more time is required, we’ll confirm with you before continuing.

We label as WordPress safe updates the following:

• WordPress version releases
• Plugins that exist in the WordPress Plugin repository
• Popular Premium plugins that you have a license for it *
• Premium plugins that we provided
• Themes that exist in the WordPress Theme repository
• Popular Premium themes that you have a license for it *

All the plugin and theme updates will be performed if the original author marked them safe for the WordPress version you're using.
* Only safe premium plugins and themes will be updated

If an update causes an issue, we’ll roll back to the pre-update backup and restore functionality. On Premium/Pro, updates can be tested on staging where available.

We'll try to make sure that the updates are safe before performing them, but things might break sometimes. This is why we have daily backups in place and backups right before the updates, but we also recommend having a staging site perform the updates before making them in production.

The backups are stored on OVH Object Storage (EU or NA) and also locally on your server if it's required or possible.
Some hosting plans might not allow that or don't have enough space.

A Small Task is a task that can be solved in under 30 minutes.

Common examples include:

• Updating content on the website
• Installing/configuring simple plugins (when feasible within 30 minutes)
• Fixing typos, text, broken pages
• Minor style changes
• and more

Small Tasks do not include development tasks, which is a separate service available on certain plans.

Performance stack licenses (e.g., caching/image/CDN tools we provide) are included while you’re on an active plan.

If you use 3rd party plugins or themes that require licensing you'll be the one managing and paying for those licenses.
We're responsible for license renewals only on the plugins that we add as part of our maintenance process.

There is a wide variety of tools available to protect your WordPress site.
We use a combination of Wordfence firewall with Cloudflare protection for brute force attacks and settings at the server level ensuring that files can't be manipulated.

Your website will get scanned daily for malware and potential threats as well as bots trying to spam the site.

Certain URLs, and usernames, are hidden or not allowed.
Running a very strict environment allows us to control and observe if there are any attempts to gain access over your site from outside or inside the server via back-doors.

Yes.

Basic and Premium include restoring the site to a known-clean backup to get you back online quickly.
The Pro plan includes malware cleanup and root-cause mitigation (within plan limits). If the hosting account/server is compromised, we’ll advise on next steps and may need to quote additional work.

No. We work with all hosting providers.

There are certain situations where we might recommend a different hosting plan or provider if we discover that performance issues are caused at the hosting level.

The Pro plan has a number of hours included for the services marked with (*).

Pro: 3 hours

What does this mean?
It means that for the tasks marked with (*) we'll track the time spent and it will be deducted from the hours mentioned above.

For example, if we're performing "Site Speed & Performance Optimization *" on your website based on your Pro plan and it took 2 hours to complete it, those 2 hours will be deducted from the total of 3 available and you will be left with 1 hour for the other tasks marked with (*).

The hours available on the plan are only applicable to the services marked with (*) and are not interchangeable with other services listed for your plan.

Our plans and time allocation per service are calculated in a way that should take care of most issues.

If there are issues that require extensive work and can't be completed based on your maintenance plan, we'll inform you and provide you options on how we can solve them.

Some issues might not be maintenance related, in that case they are in the development area where a quote will be provided to help complete that item.

Sure!
You can email us anytime you have questions related to your website and we'll dedicate 15 minutes to investigate and respond to you.

Use [email protected].

No. Unused hours and Small Tasks will not be reported/rolled over to the next month.

We provide high-standard services and in doing so we allocate time each month to perform the required tasks included in your plan.

If it's a common thing to have unused hours we'll suggest downgrading to a smaller maintenance package.

Yes.

You will need a maintenance plan for each website that you want to cover. This is applied also to subdomains, each WordPress install needs a plan.

In case you have 5 or more websites for which you want to add maintenance, we can offer a discount.

After you get in touch with us and pick a maintenance plan we'll request certain credentials from you so we can perform our services.

What we'll do:

• Evaluate the current state of the WordPress install
• Check the list of existing plugins and theme
• Set backup schedule and destination
• Set security (Cloudflare might be required in some cases)
• Set monitoring service
• Scan the website and determine if there are any security issues that need to be addressed
• Check performance (based on plan)
• Perform Safe updates
• Check broken links (based on plan)

Once you start working with us we'd like to be updated in case you decide to make major changes on the site (plugin changes, theme changes, home page replacement, new development work, etc.), to allow us to keep track and be sure nothing gets broken in the process.

We also provide development services in case you need that. See Services.

We are a team of web developers and we're used to providing solutions and ideas every day for different situations. In doing so, we worked with all kinds of setups, configurations, encountered issues less common and found a way to solve them without affecting reliability.

Working as web developers we're familiar with debugging and finding the root of the problem when something goes wrong. This gives us the advantage to understand why it happened and how we can prevent it from happening again.