We are on a mission to protect as many websites as we can, because we don’t want anyone’s website to get hacked. So bring on WordPress Site Care. Our range of plans to suit all business sizes and ensure that your WordPress based site stays up and running. We update, patch and secure it to make sure your website is protected. All our plans include comprehensive and regular patching of the WordPress Core, Plugins and Themes. We also back-up your site daily, and keep the back-ups for at least thirty days.
What are WordPress Core updates?
WordPress Core is the base code that underpins all WordPress installations, it should be updated regularly to ensure that any vulnerabilities are eliminated from the system. We ensure that whenever WordPress releases an update we evaluate it against our test sites and the themes and plugins your site uses to ensure that the update won’t break your site. Then we deploy it as soon as possible.
What are WordPress Plugin updates?
WordPress Plugins are the tools web designers and developers use to make WordPress do more than just be a blog. They should be updated regularly to ensure that any vulnerabilities are eliminated from the system. We ensure that whenever plugin updates are released we evaluate them against our test sites and the theme your site uses to ensure that the update won’t break your site. Then we deploy it as soon as possible.
What are WordPress Theme updates?
WordPress Themes are what gives your WordPress site it’s unique look. They should be updated regularly to ensure that any vulnerabilities are eliminated from the system. We ensure that whenever theme updates are released we evaluate them against our test sites and the plugins your site uses to ensure that the update won’t break your site. Then we deploy it as soon as possible.
What is database optimisation?
WordPress databases get clogged up with all kinds of extraneous information, from transient settings, redundant tables, binned comments, and more. The point of database optimisation is to remove the extraneous and redundant information so the useful stuff that drives your website can be accessed more quickly by the web server and served up to your visitors.
What is a malware scan?
Malware can get injected into a poorly secured web server, which then infects your WordPress site. Often you can’t even see it, because the malware is set to only show to certain locations. We scan your site every 6 hours to make sure that there is no malware present, and should any show up a support ticket is automatically created and assigned to our specialist malware team.
What is your backup process?
Once developed, websites don’t change a whole lot. So we only backup on a daily basis. Our backups are fully automated, and sent securely across the Internet to a server on a different continent to your web server. That way if a natural disaster or some other unforeseen event takes out your web server then the backup data is extremely unlikely to be affected by the same event. We keep the backups for a minimum of 30 days.
What is your backup retention policy?
We keep daily backups for 30 days on all accounts. If your contract has 90 day storage, a single backup will be retained at 60 days and 90 days. If your contract has 1 year backup storage then a single backup will be stored every 30 days up to 1 year. Then every 30 days the old annual backup will purged. This is so we can roll-back your website to almost any point up to a year ago.
What do you mean by Change Requests / Amendments?
Change requests and amendments are not a substitute for web design work. They are to make minor corrections, such as spelling corrections or adding/removing small amounts of text. Updating images or adding logos and badges also comes under this kind of change request.
What's Uptime Monitoring and why is it important?
If your business is reliant on your website for sales and lead generation it’s not going to be doing it’s job if it’s offline. So we have automated tools that monitor the server constantly, to alert us the moment there is a problem. That way we can fix the site or server issue before anyone notices and you lose business.
How does email support work, and what does it mean?
In order to get support you just need to email us with what you need help with. Our service desk will then automatically create a ticket and assign an appropriate person to handle your request. You just explain what you want, rather than try and work your way through some complicated online support form. The assigned person will then contact you within your support hours and before the response time runs out.
What's Direct WhatsApp Support?
The fastest way to get support is to use your dedicated direct WhatsApp support contact. Your messages go straight to your regular support contact’s phone so they can help you as quickly as possible. If they’re away then the message will be sent to their back-up.
What are your support hours?
Office hours support is provided Monday-Friday from 09:00 to 17:00. 24/7 support is provided every hour of every day, including bank holidays.
What do you mean by Support Response?
Support response is the amount of time between us receiving your support request, and us responding to you informing you that we have received the request and who’s been assigned to the case. It is not the amount of time to resolution, as that is often impossible to know. Resolution depends on the complexity of the case, sometimes it will be minutes and sometime it may even be as long as weeks. For example an 8 working hour support response means we will respond to you by the same time the following day (we work 8 hour days). 4 working hour response may go overnight, but an AM call will be the same day. 1 hour response is only for 24/7 support so working hours are not applicable.
