WordPress Support Care Plans: Service Details

Edited on 2nd February, 2021.

Tracking & Reporting

Pulling up stats isn’t very difficult, but it’s the kind of thing a lot of website owners don’t have time for and can’t always make sense of. We provide a simple Health Report that summarizes your site’s current health status and will include:

  • Which WordPress files and plugin we have updated, and any plugin licences you may need to renew.
  • The date and time of backups we have taken, the results of virus scans.
  • If you’ve provided us with access to your Google Analytics account we will include a summary of your website’s visitor traffic showing a comparison with the previous period.
  • Security scanner results showing any malware we may have identified on your site.
  • Details of any custom work you may have requested as a separate service.

We send these reports on a monthly basis. However, some customers prefer to have their reports sent on a weekly or bi-weekly schedule. You can change the frequency of your reports at any time.

Emergency Support

We provide emergency support during normal business hours (Monday to Friday, 8am to 8pm) for all WordPress Support Care Plan levels. Customers on the Ultimate Care Plan will always take priority and benefit from out-of-hours support.

We can be contacted via the HKWEB link in your WordPress admin menu, via the help desk system on our website, or by email. Details of how to contact us are provided in the Welcome Pack we send to you immediately following sign up to our services.

Uptime Monitoring

Our remote website monitoring tools will notify us of any problems on your website within 30 seconds of it occurring. We will then take immediate action to investigate and identify the issue, and then resolve it as quickly as possible according to the terms of your specific care plan.

Website and Database Backups

Backup is the cornerstone of WordPress website management. If an update fails, or your website crashes, it’s imperative to have an up-to-date backup of your website. HKWEB takes the load of your mind by running scheduled backups and making sure that up-to-date backup is always ready. And since our backups are incremental and run off-site, it will successfully back up even the most problematic websites.

Your WordPress website is comprised of two parts: the WordPress core files (including any plugins), and the database. We take backups of both parts according to the schedule defined in each WordPress Support Care Plan level, i.e.

  • Basic Plan - daily
  • Premium Plan - every 12 hours
  • Ultimate Plan - every 12 hours plus realtime incremental backups throughout the day as and when your files or data changes.

Backups are stored in an encrypted format at an off-site location to ensure that even if your server is lost, we can still restore your website to a replacement server very quickly.

In the event that we need to restore your website from a backup, we aim to do so within one hour of receiving your request.

Your backups are stored for 90 days while you remain a customer. Backups will be removed after 7 days have elapsed after you terminate your support contract. If you re-add your website within these 7 days, your backups will still be available. If you need to store backups for longer than 90 days, you can download them. We are happy to provide you with the final backup copy of your website taken on the day your contract expires, but you will need to request this before the 7-day grace period ends.

Google Analytics Tracking Integration

It is essential to monitor your website on Google Analytics, and with the help of HKWEB Support Care Plans you can do this quickly and simply. Our report provides an overview of the key metrics: number of sessions, returning visitors, social media, organic search, page views, page sessions, time on site and bounce rate.

All of our WordPress Support Care Plans include analytics tracking reports that will keep you informed of how your website is performing compared to the previous reporting period. You will need to share your Google Analytics account with us for this to work.

Website Edits

For all levels of WordPress Support Care Plans where website edits are included, we define a ‘website edit’ as being a change to the content (the text or images) of a single page, or a change to the page layout. It does not include the creation of new or additional pages on your website, nor the creation of new products on a Woocommerce website.

Customers on our Premium Care Plan are entitled to a maximum of 4 page edits per month, while those on the Ultimate Plan benefit from unlimited page edits.

Security and Virus Scanning

WordPress security and virus scanning is available to customers on our Premium and Ultimate Care Plans.

The Security Check makes sure that your site is clean, and if any files become infected we will be able to spot them in time. We scan your website and receive valuable security information, as well as obtaining an overview of all of the past security scans. We will be notified immediately if the security check identifies any potential threats.

The scans provide web-based integrity monitoring and malware scanning of your website without adding to your server’s workload. We scan your web pages and compare the code against a reliable, industry-standard malware knowledge base. The scan also flags site errors and any outdated software that should be addressed. If it comes back clean you will still get a detailed report. If the scan results comes back with malware, you will get detailed descriptions as well as a list of infected files.

Additionally, we perform a blacklist check with a number of services, like Google Safe Browsing, Norton Safe Web, ESET, etc. to make sure your site has not been inadvertently flagged as a security risk.

Vulnerability Updates

Our scanning tools can identify serious vulnerabilities like CSRF (Cross-Site Request Forgery), XSS (Cross-site scripting), RFI (Remote File Inclusion). This allows us to quickly isolate the problematic code, and advise you on any necessary remedial action.

Virus and Malware Removal

Customers on the Ultimate Care Plan benefit from a complete virus and malware removal service. Typically, this will take less than one hour to complete, but may take longer if the infection is widespread. In the latter case we will restore your website from a backup dating from a point before the virus was identified, Please be aware that this could mean a loss of data (e.g sales information) collected between the date the virus was identified and the date of the previous clean backup. We will advise you how you can make a copy of any such data so that it can be recommitted to the database after the virus has been cleaned. This may require manual input by you or your team.

Image Optimization

Customers on our Ultimate WordPress Support Care Plan benefit from our cloud-based image optimization service which intellignetly reduces image file sizes without any loss in quality. This means that images will load faster on your customers' devices and speed up the overall load time of your website.

Images add up to 60% of the average web page’s total load time. For that reason, we optimize them, so your site load up to twice as fast. Managing and resizing image files drains your storage, processing resources, and development time. Our service stores, handles and scales your images with 80% less size while looking just as good.

WordPress Core and Plugin Updates

Managing plugins and themes is the biggest time consumer. Going through your website on a regular basis to check what needs updating or installing adds up to many hours that would be better spent on running your business. We will manage your plugins, themes, and their updates, and perform updates as soon as it is appropriate to do so.

In some instances, it it safer to leave updates to a quiet time (e.g. during the night when you don’t have any visitors). Major updates to some plugins like Woocommerce, and many third-party plugins can often be problematic and sometimes cause a website to crash. We will notify you when we suspect that there may be issues and let you know when we will undertake such updates and advise you as soon as they have been completed.

If you are using licensed plugins (i.e. plugins whose use is licensed to you on an annual paid basis), we will notify you of any expired licenses so that you can renew them before they become too out of date, and potentially cause conflicts with WordPress or the other plugins on your site. The cost of renewing licenses is your responsibility, but we are happy to help you get in touch with the plugin’s developers.

Woocommerce

Ultimate Care Plan customers are entitled to support with Woocommerce updates, backups, and general problem solving. While we are able to advise you of issues arising from conflicts between Woocommerce and any other plugins used on your website, our service does not include fixes for such problems and you should instead contact the original plugin developers to seek resolution. We will however help you identify the developers and put you in contact with them. The addition or removal of Woocommerce products is not included in our services.

WordPress Multisite

Our WordPress Support Care Plans are sold on the understanding that they cover a single WordPress installation. Customers who operate a WordPress Multisite installation will need a separate care plan for each individual site on the the multisite network. We do provide discounts for multisite customers so please contact us for details.

Cloudflare CDN

Your website, applications, and networks are key channels for doing business with your customers and suppliers. As more and more business is conducted online, ensuring these resources are secure is imperative.

Customers on our Ultimate WordPress Support Care Plan are entitled to inclusion on the Cloudflare network. To do this, we will need access to your website's DNS records so that we can route all your visitors via Cloudflare's servers.

We strongly advise our customers to take advantage of this service to take advantage of Cloudflare's enhanced security, protection from DDoS attacks, and overall enhanced website performance.

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