WordPress Support & Maintenance

WordPress Support & Maintenance for Businesses

You shouldn’t have to be a web developer to have the website you want. That’s what we’re for.

You should never have to wonder if your website is working or if your site is secure and backed up. Let us handle backups, visual site checks, and updates to the WordPress core, themes, and plugins. We work in the background to make your business look great. We also scan your site for malware and conduct a security audit to address any vulnerabilities.

What do our clients say?

DaveDaniel-cropWe couldn’t have picked a better partner to develop, support, and maintain our website. What started as a small site, quickly grew to the number 1 spot on Google for “tarsands oil pipeline” with links from international news sites drawing hundreds of thousands of unique visitors per month. Oso Studio was able to advise us on scaling our site while also providing the ongoing support that we needed to keep the site online, updated, and secure.

David Daniel, STOP Tarsands/Sierra Club

gus-gustafson-cropWorking with Oso Studio, they are very detail-oriented, and were able to teach me the parts of MY responsibilities for website upkeep. We continue to work together, as the website is tweaked to better serve the clientele. I would highly recommend Oso Studio for your website needs.

Gus Gustafson, Crossroads Music Company & Listening Room

Features

Unlimited Support

Unlimited tickets and consultation through your support portal. Have a question about a plugin? Want us to make content updates to your website? Ask us without worrying about it counting against your monthly hours. The only thing that’s limited is development work.

Security Scans

Your site will receive 24/7 security scans to detect malware, spyware, and malicious code. If we detect anything, we’ll remove it and fix WordPress so it doesn’t happen again, without it counting against your development hours.

Uptime Monitoring

We monitor your site 24/7 to make sure it’s always available. Our scanning algorithm can also alert you if your site begins slowing down, a warning sign that your server is becoming overloaded and may go offline soon.

Rapid Response Times

Each tier of service includes a different response time allowing you to choose the level that meets your support needs.

Pricing

Starter
  • Realtime backups to secure storage
  • Daily Core, Plugin, & Theme Updates
  • Continuous uptime monitoring
  • Site maintenance recommendations
  • 24/7 Malware Scans
  • WordPress training videos
  • Unlimited support tickets
  • Staging server with full client access
Business
  • Realtime backups to secure storage
  • Daily Core, Plugin, & Theme Updates
  • Continuous uptime monitoring
  • Site maintenance recommendations
  • 24/7 Malware Scans
  • WordPress training videos
  • Unlimited support tickets
  • Staging server with full client access
  • Monthly performance tune-ups
  • 8 Hours of Development Monthly
  • 1 Business day response time
Enterprise
  • Realtime backups to secure storage
  • Daily Core, Plugin, & Theme Updates
  • Continuous uptime monitoring
  • Site maintenance recommendations
  • 24/7 Malware Scans
  • WordPress training videos
  • Unlimited support tickets
  • Staging server with full client access
  • Monthly performance tune-ups
  • Proactive maintenance
  • Monthly site review via phone, Skype, or Google Hangout
  • Dedicated Account Manager
  • 12 hour response time
  • 16 Hours of Development Monthly

Frequently Asked Questions

Where do you store your backups? We use Amazon S3, the industry leader currently accounting for 20-30% of hosting on the Internet. We backup your database and site to S3’s double redundant storage and then back it up a second time to a second datacenter. We keep your backups for 30 days and can provide them to you for download or restore your site from them at any time.

What can I have done during my development hours? Jobs we normally complete include activating and configuring plugins, changing font sizes and colors in a theme, fixing critical WordPress errors such as the white screen, adding small features to your site, and fixing plugin and theme code.

What’s not included in my development hours? As part of our WordPress Support and Maintenance plans, we cannot provide complete development of custom themes nor custom plugins. We’re also unable to provide support for custom themes or plugins that have not passed a code audit or WordPress sites that use a modified version of the WordPress Core. Additional services such as site migrations and performance optimizations are also not accepted uses of development hours.

What happens if my site gets hacked? With 24/7 security scans from Sucuri, it’s very unlikely that your WordPress site will ever be hacked. But sometimes an outdated plugin or theme can open your site up to attack. If this happens, we’ll work around the clock to clean your site, bring it back online, get any hacked site warnings removed from Google, and close the backdoor the hacker used in the first place.

What if I need more development hours than my plan allows? If you find that you need more development hours in a month than your plan allows, you have two options. You can either purchase additional development hours for $150/hour or upgrade to a higher plan. If you chose to upgrade to a higher level plan, you will be billed immediately for the difference between your current plan and your new plan. Since there is no commitment for any of our plan levels, you can downgrade to your original plan for your next billing cycle.

I have multiple sites, can you support all of them? Yes! We can support all of your WordPress sites, but the plans you see above only cover one site. You will need a separate WordPress support plan for each site and each site can have a different level. So if you have a personal blog and your business website, you can have both a Basic level for your blog and an Enterprise level for your business.

How do I request support? Your WordPress Support dashboard is where you will request support through our ticketing system. This allows us to serve our clients more efficiently than providing support through email, phone, Twitter, and our portal.

How do you gain access to my site? I’m worried about security. When you sign up for an account, we’ll ask you to create a new user with administrator privileges on your WordPress site. We’ll then login and install a custom plugin that allows us to securely mange your site. This plugin securely generates a unique password for each session we access your site. All of our systems use industry leading 256-bit encryption to keep all of your data secure. This is the same level of encryption used by financial institutions like Bank of America, Wells Fargo, and Chase Bank. We take the security of your site very seriously and are constantly improving our processes.

Who are the people that have access to my site? Can I trust them? Our support team consists of full-time employees located in the United States who are WordPress engineers. Unlike many other WordPress support providers, we don’t use contractors nor inexperienced overseas employees.

How do you handle my credit card information for renewals? To put it simply, we don’t. We use Stripe to collect and store credit card information and automatically renew your account. Stripe is currently used and trusted by some of the world’s largest companies such as Apple, Twitter, and Alibaba as well as eCommerce giant Shopify.

What is the cancellation policy? If you no longer need WordPress support or feel that you are not receiving value from us, you can cancel your account from the Support Dashboard. Two clicks and your account will be closed. No awkward phone calls or sending emails.