If you have any concerns about functionality, just send an email to your regular support contact. We will respond within our guaranteed response time, as outlined below. In addition to email, we have an SMS service at the highest support level, where we treat your case as the first priority over other work we may be doing to solve your situation as quickly as possible.

At the lowest support level, we strive to reply the same business day within working hours (Monday to Friday, 09.00 – 17.00 CET).

On the middle support level answer is guaranteed the same business day within working hours (Monday to Friday, 09.00 – 17.00 CET).

At the highest support level, an answer is guaranteed the same business day within working hours (Monday to Friday, 09.00 – 17.00 CET). Additionally, you will receive a support phone number where you can send an SMS in cases of extreme urgency, which will allow us to act faster.

If your website goes down, we will restore it with the last back-up from external Google servers, where we keep the last two full copies of the website, including all plug-ins, settings, files, photos, etc. If it keeps crashing (for, example due to errors on your part, serious hacker attacks, etc.), you may need to purchase additional support to resolve the problem.

We monitor your site continuously via Sucuri and Wordfence. We conduct external security scans and keep an eye on emerging security threats via updates from security sites.
Due to the fact that WordPress is used on 30% of all websites on the internet and is therefore a popular target for hackers, it is unfortunately not possible to achieve 100% security. However, you can rest assured that your website is well-secured and if any hacker attacks do arise, we will strive to resolve them quickly within our normal working day.

If a plug-in is not supported by the developer anymore, we continue to control this plug-in. If it still works and does not break the website, we will leave it in place; otherwise, we might suggest a replacement plug-in, or you can purchase additional support so that we can fix this plug-in and make it work with later updates of WordPress. Alternatively, we can even develop a new one from scratch.

We receive automated messages from your website, from which we can learn if an immediate update is required. Normally, we run a routine update at the end of every month and send a status email to you. Updates which are not supported by your current WordPress version are deferred.
If an accident should occur with an update, we automatically revert to the last working back-up, which is usually the one we always do ourselves before we update. We will then inform you about the problem.
We will always solve the most common problems within your support agreement, but there may be custom-developed plug-ins or theme changes that may require purchase of additional support.

* Note that we can not give a 100% guarantee that theme updates are always included in the agreement, as these can be very different, have a lot of customization, and there might not be proper use of child themes.

If you already have a mid-level support agreement, we’ll give you a 10% discount on our hourly rate. At the highest support level, we can give a 15% discount; however, at this level you also have a Kilimanjaro Webmaster agreement included in the package.
For smaller jobs, you can pay after the work is completed. For larger tasks, our normal deposit is 50%.

Our standard / medium level WordPress support is paid six / three months in advance, and it will automatically expire if you do not renew.
Pro level of support is paid monthly in advance, and you can stop anytime you like with one month’s notice.