The unglamorous half of our business, and the half that keeps clients for years. Somebody has to update the plugins, and it should not be the person whose actual job is marketing.
What is included on every plan
- Core, theme and plugin updates, applied to a staging copy first and checked before they touch production
- Daily off-site backups with a restore we test every quarter, because a backup nobody has restored is a rumour
- Uptime monitoring at one-minute intervals, and we find out before you do
- Security monitoring, malware scanning and a hardened configuration
- A monthly note in plain English saying what happened and what we are watching
Support hours
Every plan includes development time — small changes, fixes, the odd new page template. Unused hours roll over for one month. We do not run a system where you lose what you paid for because you had a quiet April.
Response times
| Plan | Included hours | Site down | Everything else |
|---|---|---|---|
| Essential | 2 / month | 2 hours | 2 business days |
| Standard | 6 / month | 1 hour | 1 business day |
| Priority | 16 / month | 30 minutes | 4 business hours |
Our median first response across all plans last year was four hours, which includes the overnight ones.
No lock-in
Monthly, cancel with thirty days’ notice, no exit fee and no hostage-taking. If you leave we hand over everything, including the monitoring configuration and the backup archive. We would rather earn the next month than trap you into it.
What it costs
Essential is $450 a month, Standard $1,100, Priority $2,400. Stores and multisite installs are quoted individually because there is genuinely more to look after.