Maintenance and Support Details:
- Monthly maintenance included in all plans: WP core updates, WP plugin updates, user & action logging, site hack repair, site malware removal, daily cloud backups.
- In the event of a site failure or breakage, the site will be restored from latest verifiable working backup. For Plus and Premium plans we will use your monthly hours to attempt to fix before restoring.
- Hours do not rollover month to month.
- Non-flexible development should only be smaller tasks. Each separate request represents 1 hour of development time. Flexible development hours can be used all for one single request if desired. Customer service requests and questions also count against development time.
- Customer service 8×5 support (8 hours x 5 days a week):
Severity 1: Critical Issue – Same day response, 8hr solution/fix
Severity 2: Major Functionality Issue – Same day response, 24 hour solution/fix
Severity 3: Non Critical or Major issue – Same day response, 3-5 day solution/fix