Wordpress Support
Personalized Wordpress maintenance with security, updates & off-site back-up
About Our Support
Having access to good IT-support is essential for any business, and gives peace of mind that the online business is always working, and nothing happens that might cause a loss of money. We offer the Wordpress maintenance packages below but we can of course customize any support depending on your individual case.
Regular contact
Mobilemaniac always provide personalized WordPress Support. Your support will always be conducted by the same person who, over time, will become an expert in your website. As a team, we are all WordPress experts – so you are in good hands with us.
Updates
An important part of running a Wordpress site is regular maintenance.
If you are not sure why you need to maintain your WordPress site then you can read more about this on This Blog .
With our Wordpress maintenance packages we perfom a monthly update of the whole live site, unless urgent issues need to be fixed. If you have a lot of premium themes and plug-ins you might need at least the medium package. With our basic maintenance package we will fix minor bugs that can be fixed within 30 minutes. With major bugs, for example if the site breaks, we would roll the update back and discuss next steps with you.
If we don't meet any issues during maintenance, then you can turn the included fixing time into help with smaller tasks, like shifting some images or changing text. (Only on Medium and Pro support).
Included in the Pro support we will set up a Staging Environment of your site and test all updates there first, without touching the live site before it is safe to update. If we meet issues on the staging site we will fix them within 2 hours included. In most cases that should be enough, so you will not get extra expenses.
If you are not satisfied with your current hosting, we can Migrate Your WordPress Site free of charge if you pay 2 months in advance.
Security
Included in our WordPress maintenance and support is monitoring your website 24-7 using a variety of security tools in order to keep your site safe.
We also take some preemptive measures on all our customers's sites, like changing common directory names, hide different information in the code, and optimize built-in settings.
Post-hack actions and site scanning are included in our Pro subscription. This is meant as an important insurance for professional web sites based on Wordpress, as Wordpress is often the target of spam and hacking. If your site is hacked we will remove hacking code/spam at no extra cost & restore yoursite.
Add our Kilimanjaro Webmaster agreement and leave all maintenance of your website to us.
Increase website security by adding our Security Package and get a 10% discount.
We offer these 3 levels of support
Standard
Basic maintenance: Updates, back-up, security & bug fixes
$49/ month
- Same contact
- 24/7 security monitoring
- Scheduled off site back-up
- Wordpress core updates
- Plug-in & theme updates *
- Max. 30 min. bug fixes/month
- Unlimited email support
- Cancel anytime
- Order:
Medium
More security & speed. 10% discount
$79/ month
- Same contact
- 24/7 security monitoring
- Scheduled off site back-up
- Wordpress core updates
- Plug-in & theme updates *
- Max. 1 hour bug fixes/updates/month
- Unlimited email support
- Extra support 10% discount
- Cloudflare CDN
- Cancel anytime
- Order:
Pro
Extended maintenance, hack/virus insurance, 15% discount
$139/ month
- Same contact
- 24/7 security monitoring
- Scheduled off site back-up
- Wordpress core updates
- Plug-in & theme updates *
- Bug fixes/updates: max. 2 hours month
- Unlimited email support
- Extra support 15% discount
- Staging site set-up (2 months in advance)
- Cloudflare CDN
- Google Search Console + DNS verification
- Pre/Post hack actions
- Cancel anytime
- Order:
FAQ
Read on for more information about what is included in the WordPress maintenance package:
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How does support work?Open or Close
If you have a question, just send an email to your regular support contact. We will respond within our guaranteed response time as outlined below. Issues that needs to be fixed on the site must be within the allocated time in your support agreement. Additional fixing time can be bought at 32 USD per hour.
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Support response timeOpen or Close
At basic and medium support levels we offer next day response/24 hour.
At the highest support level an answer is guaranteed the same business day within normal working hours (Monday to Friday, 09.00 – 17.00 CET).
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Site restoreOpen or Close
If your website goes down we will restore it with the last back-up from external server, 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, theme/plug-in issues, hacker attacks, etc.) you may need to purchase additional support time to resolve the problem.
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What happens if the website is hacked?Open or Close
We monitor your site continuously 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, it is 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. Removing hacking and spam on your website is included in the Pro support. -
What about outdated plug-ins?Open or Close
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.
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What happens if an update affects the website?Open or Close
Unless we get a warning that from the system that there is something wrong, we run a update routine 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 to next time.
If a serious error should occur with an update, we automatically revert to the last working back-up. We will then inform you about the problem.
We can probably 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.
* Theme updates are included in the agreement, but as these can be very different, have a lot of customization, and there might not be proper use of child themes etc., you might need to buy extra support if there is a theme update. You might need the medium support if there is a lot of premium plug-ins and themes. You need to send us the new versions of these. -
What if I need extra support?Open or Close
If you have a mid-level support agreement, we’ll give you a 10% discount on our hourly rate ar 49 USD. At the highest support levels we give a 15% discount.
Extra support is simply billed on your next monthly invoice. -
Can I cancel my agreement?Open or Close
Support is paid monthly in advance and you can just stop paying anytime.
