WordPress Support Services
WordPress Website Support: What's Covered
My WP Support services cover the WordPress core as well as 3rd party themes, child themes, and plugins. I coordinate and collaborate with my client’s internal staff and external vendors (designers, developers, marketing staff, executive staff, etc.) as necessary to fulfill support task requests and project requirements. I’m also able to assist with website hosting (WHM, cPanel) and domain management. I’m also HIPAA certified.
Retained WordPress Support Services
My WordPress support services require a signed, term-based support contract. This support contract lists the specific number of weekly or monthly hours retained by your account. I will maintain availability each week / month in the amount of hours listed in our contract to work your account’s task requests and projects.
Requests which require exceeding the weekly / monthly hour limit are verified with the account’s point of contact before being worked further within that retained period. Routine hours in excess of the base agreement allotment may require an increase to the number of contracted hours.
Retained hours which are unused within their allotted period do not roll over to the following week or month.
Requesting WordPress Support
Support requests can be submitted by email 24 hours a day, 7 days a week to the provided support email address. Pre-arranged phone or internet consultations are scheduled between 10am and 5pm Pacific weekdays, excluding most holidays. Meetings can be pre-arranged outside of the above mentioned business hours subject to my availability.
Example Requests
Q: Will you process my website's WordPress updates?
Yes, I perform WordPress Core, Theme, and Plugin software updates for my support clients. If a staging or development environment exists separate from the production environment, updates will first be applied and tested on the non-production website. The update frequency will be determined during on-boarding and can be either weekly, bi-weekly, or monthly.
Q: I have page and post designs which I need to have coded into new templates within my theme. Can you do this?
You bet. I typically work with layered PSD (Photoshop) design files to create the desired template(s). Using a development (or staging) environment, I’m able to upload the templates for my clients to review and critique away from the live, production website.
Q: I need the content of a page or post to change, or a new post to be published, at a specific time, can you help with that?
Yes, absolutely. You’ll need to make sure I’m informed at least 24 hours (not counting weekends) in advance. Without this lead time I cannot guarantee I will be able to process a request prior to it’s desired delivery date and time. Also, if a page or post needs to be developed from scratch, or changed significantly, a greater lead time may be necessary.
Q: One of the features of a WordPress plugin isn't working. Can you get it working again?
More than likely, yes. I can work with the plugin’s support team, if available, to remedy the issue. If no support is available by the development team, I can review the plugin’s code myself to see what can be done to arrive at a fix.
Q: Can you help add advanced functionality (e.g. eCommerce, Resource Center, Ticketing System, Disqus Commenting, etc.) to my WordPress website?
Absolutely. Once I’ve had a chance to gain the specific requirements for the advanced functionality you’re after I’ll be able to research solutions within the space to provide potential options. Once we’ve settled on a solution I’ll install the software and begin to configure it.
Q: I want to redesign my website using a new WordPress theme. Will you help with this?
I sure will. We’ll want to use a hosting environment separate from your live, production website so that we can collaborate on the design, layout, page structure, etc. If your current hosting provider doesn’t offer additional environments for this purpose, I can configure a temporary hosting account on my server for us to utilize.
Q: Can you help me register and setup a new domain? What about a new WordPress website?
I certainly can, yes. I maintain a domain management account for my clients, and I’d be happy to add a domain to that account on your behalf. And if you would like assistance in setting up a new WordPress website using that domain, or any other, I can help with that too.
Q: My theme was customized without the use of a child theme. When I update the parent theme the customizations break or disappear. Can you help fix this?
Yes. Although the process can be complex, I am able to migrate customizations from a parent theme into a child theme restoring your ability to perform parent theme updates.
Q: I have content which I need added to a new page or post, can you create that for us?
Yarp, I sure can. I just need the content for the page and any notes regarding the design and layout. Once we work through any initial questions I’ll build the page or post and provide a screenshot (or a link, if possible) for you to review before it is made live.
Q: Can you help create a custom user role to limit the abilities of specific WordPress accounts?
I sure can. We’d need to determine exactly what we would like these specific users to have access to and then I can create a new role with just those capabilities. This is a great way to allow users access to specific areas of the WordPress dashboard without giving them the ability to modify other areas.
Q: Our website has an old plugin that is no longer being updated, or isn't doing what we want it to. Can you help us find a replacement plugin?
I can help search for WordPress plugins, both free and premium, which will suit your needs. If we’re not able to find a suitable replacement I can help develop a new plugin solution.
Q: I'm concerned about my WordPress website's security. Can you help make sure everything is safe and secure?
Yes, happily. In addition to the Wordfence plugin’s myriad beneficial features, I like to utilize the Sucuri platform for malware monitoring and recovery for all of my clients. I force strong WordPress user account passwords, and recommend multi-factor authentication methods for users. Also, in addition to various other WordPress hardening tactics, regularly scheduled WordPress software updates are performed to eliminate issues with insecure open-source software.
Q: Can you help me migrate my website to a new hosting company or account?
I’ve done so hundreds of times already, and I’d be happy to assist and / or consult on your WordPress website migration project.
Support Service Pricing
Have a gig or short-term project you’d like my help with, but you don’t need retained support? Please get in touch to discuss the specifics and to request pricing information.
Interested in retained support, but you’d like to try my services first? I completely understand. Just get in touch and we’ll work out an initial introductory project or task so that we can determine if I’m a good fit for your team.
Monthly Retained WordPress Support
- Response time: within 2 business days Monday – Friday
- Retained hourly rate: $60.00 USD
- Minimum monthly retained hours: 4
- Requested tasks are addressed within the calendar month
- Unused retained hours do not roll over to the next month
Weekly Retained WordPress Support
- Response time: within 24 hours Monday – Friday
- Retained hourly rate: $65.00 USD
- Minimum weekly retained hours: 4
- Requested tasks are addressed within the calendar week
- Unused retained hours do not roll over to the next week
- Overage and emergency hours are billed at the beginning of the next calendar month
- Non-disclosure agreements (NDAs) reviewed and ratified on a case-by-case basis
- Retained hours are invoiced in advance for the next calendar month
- Hours are recorded and invoiced in 15 minute increments
- Pre-scheduled online or phone meetings / consultations
- Contract term durations: 90 / 120 / 360 / 720 days
- Up to 6 pre-authorized users supported
- Emergency hourly rate: $80.00 USD
- Overage hourly rate: $70.00 USD
