WORDPRESS MAINTENANCE & Care Plans

WEBSITE MAINTENANCE THAT MAKES YOUR LIFE EASIER

Like any store front, it needs upkeep and maintenance to keep running and bringing in business.

Same goes for your website.

Think of it as Tech Support for your website.

MANAGEMENT SERVICES

Keep WordPress up-to-date without doing anything – We take care of it all.

Performance Optimisation

We make sure your site is running quickly and efficiently. Speed matters.

Security

Keep your website secure and safe – stop bots from hacking and abusing your website.

Scheduled Backups

We ensure your website’s database, files, and images are stored offsite safely.

WordPress Maintenance Plan

$49/month per site

+ $20 setup fee per site

The WordPress Maintenance Plan is for websites that just need looking after by us for any updates, security issues, and backups with added support.

✓ 2 Free Support Tasks (30mins Support Time/Month)

✓ Weekly Scheduled Website Software Updates

✓ Weekly Scheduled Website Off-Site Cloud Backups

✓ Weekly Scheduled Database Clean Up

✓ Improved WordPress Security Setup

✓ 24/7 Website Uptime Monitoring

✓ Monthly Site Maintenance Reports

✖ eCommerce/Multilanuage Support

 

WordPress Care Plan

$169/month per site

+ $20 setup fee per site

With the added value of the WordPress Maintenance Plan, this WordPress Care Plan includes new security or speed improvements, automatic website error detection, supports eCommerce/multilanuage websites, plus unlimited priority ticket support.

✓ All Maintenance Plan Services

✓ 8 Free Priority Support Tickets (2hrs Support Time/Month)

✓ eCommerce/Multilanuage Support

✓ Daily Scheduled Visual Checks

✓ Respond & Fix Issues Discovered

✓ Weekly Scheduled Check & Redirect of Broken Links

✓ Weekly Scheduled Malware Scans

✓ Weekly Scheduled Comment Spam Cleanup

✓ Malware Removal (Hack Repair)

✓ Speed Optimisations

✓ Access to Premium Plugins

Whats Next?

Once you have signed up, we’ll send you a series of introductory emails detailing how to effectively ask for edits, the best screen capture tools and other ways to get the most value out of your plan.

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WordPress powers 35% of the internet in 2020, and nearly 28% of e-commerce is WooCommerce

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As of Febuary 2020, only 39% of WordPress websites are up to date

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61% of all infected WordPress websites feature an out-of-date version

What would it cost if your website was compromised?

Your website is a public reflection of your business image.
A poorly maintained website with lots of errors, broken links, dead pages and outdated information projects a sloppy business image and can cause business to decline over time.

Do websites need maintenance?

Without website maintenance, your website can; get hacked, become bloated, possibly be penalised by Google, be used for phishing (sending spam), accumulate errors, potentially get blacklisted for spam, suffer from black-hat SEO and simply – slow down. Websites eventually “break”. Resolving these issues can be time consuming and expensive, as well as cost you current or new customers.

Why is maintaining your website important?

For many customers, your website the first interaction with your business. Just like a storefront, in order to impress your customers and encourage them to take a desired action, your site requires regular upkeep. Our support plans keep software on your website updated, secure and visible to search engines.

Frequently Asked Questions

What details do you need from me?

We will need a WordPress administrator account and hosting login. Don’t worry if you’re not sure of these details, just let us know if you need assistance. We will ask for these after you have signed up to a care plan.

Am I locked into a contract with That Website Is Me's services?

No, there are no contracts, you can cancel your care plan or maintenance support at anytime.

Does it matter where my site is hosted?

No, as long as we can get hosting access. If there are any hosting issues or limitations we can work with your hosting company to ensure your website runs smoothly, or transfer you to a new host.

Does That Website Is Me provide hosting?

That Website Is Me does provide website hosting. We work closely with and recommend several services for WordPress hosting in Australia & Singapore.

How long will my support plan take to implement?

Once you sign up, we’ll have your plan set up within 24-48 hours. Everything from speed improvements to security optimisation will be addressed by our team automatically.

How do support tickets work?

As a member you can submit a support ticket with the work required or issues to fix. Open a support ticket via the dashboard or by sending an email to our support address. We then begin working on the task and if it will take more than the included 30min of WordPress support, we’ll provide you with recommendations and time estimates. A minimum of 15 minutes is applied to each support ticket opened with the exception of accounts related inquiries.

When should I submit a support ticket?

Submit a ticket when you notice any of the following:

  1. Your site is suddenly not loading in a browser.
  2. Your site pages appear to be defaced (the sign of a hack).
  3. You’re seeing an error or warning message when viewing pages on your site.
  4. Large parts of your site aren’t loading properly, like a sidebar.
  5. You’ve run a scan using your security plugin and it tells you there’s something suspicious.
  6. You see user accounts (admin-level) you don’t recognize.
  7. People who try to access your site or purchase something are seeing a warning.

Please be as descriptive about the problem as you can, you can even attach a screenshot if you think it’s helpful. And we’ll be in touch as quickly as possible.
Otherwise, it comes down to the tasks we can help with (See below).

What does 'Support Tasks' mean?

We class small tasks as a task that can be completed in less than 15 minutes of development & design time. This timeframe typically covers 95% of all jobs that are needed to be done on an existing live WordPress website. See below for a list of covered tasks.

What if I need more support time?

If your job takes longer than a small task (15 minutes) to complete, we will provide a custom quote to complete it or use extra small task chunks. Our WordPress Custom Development hourly rate is $120 AUD.

How long does it take to complete a task?

We aim to complete all small task requests within a 1-3 business day time frame. If you send us a task during Australian Eastern Standard business hours, we typically complete it within a few hours of receiving it. If for whatever reason these time frames are not achievable, we will communicate with you the ETA to complete the task when we receive it. See below for more details on tasks types and times.

How do you handle critical bugs during afterhours?

If proper steps are taken, this should not happen – however, it does and we will bill $200/hr for these types of requests.

Do you charge cancellation fees?

No, we do not charge cancellation fees or any hidden fees for that matter. You can cancel the service at any time, without needing worry about additional cancellation fees being charged.

How much does it cost to maintain a website monthly?

Our based maintenance plan costs $49/month with no lock in contract with our Care Plan monthly cost at $169/month.

Can I switch between support services?

Yes, please contact us if you need to switch.

How do I send you my login credentials?

We will requre our own admin account on your WordPress website. You’ll receive a welcome email with information on your plan and details about how to securely send us our login credentials.

Do you manage WooCommerce websites?

Websites with advanced functionality like this require our Care Plan. They take more resources for us to manage, so making sure you’re on the right plan means we’ll be able to dedicate what’s needed to keep your website secure, fast and running smoothly.

What if I have multiple (2+) sites that need to be managed?

Our care plans each cover one single site. If you have multiple sites as subdomains of a site (e.g. thatwebsiteisme.com and othersite.thatwebsiteisme.com) they still count as separate sites. If you have 3 websites that you’d like us to manage, you’ll need 3 plans, one for each site. You are more than welcome to choose different plans for each website.

Can you do one-time edits while I'm on a maintenance Plan?

If you need us to provide edits to your website, you’ll need to upgrade to our Care Plan. We’re not big fans of one-time edits since we want to work with people who understand their website is a work in progress and want a technical partner who can help them continue to move forward. Plus, when it comes to security and website speed, one-time changes are simply not effective. We want to provide ongoing support to get your WordPress site fast and secure, then keep it that way.

What happens if an update breaks my site?

We’ll roll it back to a safe version. Or we can attempt to fix the problem, or replace the plugin if a plugin issue. We can repair or replace most basic plugins fairly easily and quickly. Premium commercial plugins and themes may take considerably longer.

What about my customized commercial theme or plugin?

We’ll update commercial themes like Genesis (as long as you’re using a child theme), and commercial plugins such as WooCommerce, but our remedy for breakages is to roll back to the previous version. We recommend you contact your developer to get your customized theme or plugin working correctly. If that’s not possible, we may be able to address the problem at our normal hourly rate of $120 (or higher for specialized programming) but your best course of action will be using your developer who did the original work for you.

What if my site gets hacked?

We’ll fix it if you are on the care plan. Well-maintained WordPress sites rarely get hacked.

If my site has malware before I move to your care plan is cleanup included?

No, it’s not. Please contact us for a consultation.

Can I hire you to do design or development work on my site?

Absolutely. For projects like theme design and development, send us a note about what you need as we quote by the the project.

How do I cancel?

Login into your account, visit your account page, and select My Subscriptions. Select the Cancel button under the subscription you want to cancel.

Do you support Multisite networks?

Sorry, Multisite networks are not supported.

WordPress Support Requests

Below are examples of common WordPress support requests covered by our support.

Tasks are typically completed within 30 minutes. Tasks marked with a * need one hour or more to be completed.

 WordPress Errors

  • *Troubleshoot and fix the white screen error
  • *Troubleshoot and fix a 500 Internal Server Error
  • *Troubleshoot and fix WordPress database connection errors
  • *Troubleshoot and fix theme errors
  • *Troubleshoot plugin update issues
  • *Troubleshoot and fix plugin conflicts

WordPress Themes & Plugins

  • Install and activate one WordPress theme
  • Create and activate a child theme
  • Modify theme menu items
  • Modify a theme CSS entry
  • Install and activate one WordPress plugin
  • Customise a theme
  • Tweak website’s CSS

Hosting & Database Management

  • Modify the WordPress config file
  • Change and test the PHP version via CPanel
  • Change memory limits via php.ini
  • Change nameserver & DNS records
  • *Transfer database and files to a new hosting account (CPanel to CPanel)
  • Create a new email address
  • Connect an email address to a Gmail account
  • Import or export WordPress database
  • Backup a database via CPanel
  • Clean up a WordPress database

WordPress Security & Updates

  • Take a manual backup of your website
  • Restore a backup of your website
  • Setup a WordPress security plugin
  • Scan a website for malware
  • Update user access and passwords
  • *Clean a hacked website
  • Manually update a custom theme (requiring upload)
  • Manually update a custom plugin (requiring upload)

WordPress SEO & Conversion

  • Confirm pages are indexed in Google
  • Create a XML sitemap and submit to Google Search Console
  • Setup Google Analytics tracking in WordPress
  • Setup a form conversion goal
  • Add Facebook tracking pixels to WordPress
  • Add Google Adsense to WordPress
  • *Add email marketing subscriber forms
  • *Create custom lead generation forms
  • Test a website form or checkout
  • Setup 5 WordPress URL redirects
  • *Setup WordPress caching for speed
  • Adding metadata
  • Updating title tags and page titles
  • Adding blog post content

WordPress Website Audits

  • WordPress website speed testing
  • Malware scan and testing
  • Broken link scan
  • *Cross browser & device testing

WordPress Admin Tasks

  • Setup a plugin to bulk optimise file sizes (Supported hosts only)
  • Manually optimise file size and dimensions of 5 images
  • Upload 10 images to a gallery or slider
  • Create and upload a Favicon image
  • Create a new page
  • Duplicate a page
  • Add individual products for WooCommerce
  • Add or update page content
  • Install a comment system
  • Install a comment spam prevention plugin
  • Disable comments for the entire site
  • Remove all pending comments
  • Reset a lost WordPress password
  • Fix WooCommerce extension bugs and conflicts

Unacceptable support requests would include:

  • Tasks like a critical 3 a.m Black Friday bug
  • Add custom functionality to a plugin/theme
  • Boost page ranks
  • Build a new site
  • Building site backlinks
  • Configure DNS
  • Setup an SSL certificate (HTTPS)
  • Configure SSL
  • Configure/Set up a new theme
  • Consulting
  • Create a plugin
  • Create images
  • Create page templates
  • Designing a new Website
  • Increasing site traffic
  • Make your site mobile responsive
  • Multisite support
  • Paid marketing
  • Payment gateway configuration
  • Recommend a theme
  • Remove theme customisations
  • Research previous theme customisations
  • Resolve WooCommerce conflict with theme
  • SEO setup/troubleshooting
  • Sites containing explicit contents
  • Sites hosted by WordPress.com
  • Transfer a non-WP site to WordPress
  • Update a highly customised theme
  • Update customised WooCommerce
  • VA tasks (creating, updating and posting content)