Every week our team will email you a status report so you have full and transparent information about the status of your site and its health, as well as any updates that have been made.

And, any time you reach out to us, we’ll reply promptly via email to get rolling on any help or updates we can assist with. We’ll reach out quickly any time clarification or more information is needed, and we’ll update you as soon as any update requests have been completed.

We monitor your website 24/7 by using automated tools that check the status of your website around the clock. These tools ping your site every minute of every day. If your website ever sends back an error message or a warning regarding abnormal activity, that’s our flag that something is wrong. If that happens, we’ll be notified right away, and we’ll get to work resolving whatever the problem is.

Emergencies are never planned. And, when your site goes down, without having someone monitoring it constantly, you might not be aware of this until hours, days, or weeks of downtime later – which means your visitors or customers have been seeing errors when they try to visit your website.

Under our maintenance plans, we ensure every piece of software that comprises your website is always up to date, which helps with both security and functionality. And, with our 24/7 monitoring, we can resolve issues right away. 

Plus, if there’s anything you catch (that we don’t first), just let us know, and our world-wide team will promptly see, review, and take action on any issues that arise.

While our core team is US-based, we have a network of team members working together who are based internationally. This geographical coverage allows us to offer 24/7 support for any issues your website may encounter or requests you may have. If anything comes up, even if it’s 3 AM, we’ll have a team member working at that time who can help you out.

Our team is global, working 24/7, 365 days a year, including nights and weekends. So if a crisis comes up, even in the middle of the night, we’ll handle it quickly.

When you submit an online support request, you will receive a first response email from one of our engineers within 2-6 hours, letting you know that we’re reviewing your request, are assessing the complexity of it, and will let you know when it’s been resolved. Typically within 24-48 hours we will have the request complete, and you will receive a resolution email with the changes made on that ticket.

In the event that your request is atypically complex and more time is needed, we will let you know as soon as possible. 

And, after resolving any emergency issues, we’ll provide you with information on the cause and any issues found during our work, so you’re fully in the loop.

Our goal is to offer you excellent support and to be responsive, transparent, communicative, and efficient.

We have a rigorous update process in place for every website that we support, and we make sure that everything runs smoothly after each software update. This includes updating plugin, theme, and core files every week, as updates are available.

Our aim is to complete these updates during low-traffic hours, so as to minimize any effects to your website visitors’ experience on your site.

For our weekly updates, we first run a backup of your website, and then create a staging version of your site, which is duplicate copy that’s offline, where we can test out updates without affecting the live version of your website.

From there, we manually install and test each available update one-by-one, to make sure that everything is working correctly. 

Once we’ve affirmed that all the updates are completed and everything is looking good and working as it should, we’ll then make those same updates on the live version of your site.

There are a few reasons for this:

• Sometimes plugin updates are released with bugs. Updating less frequently allows the plugin developer to get rid of these bugs before we add them to your WordPress site.
• Batching more updates together means an easier manual review. That in turn means a lower probability that something bad will happen or break your website.
• We’ll be doing all these updates on the weekend when most websites receive less traffic. That means a safer environment and minimal issues for your visitors.

If updates are causing compatibility issues, we’ll reach out to the companies behind the affected plugins or themes directly to help fix the underlying problem. Our intent is to take care of these situations so you don’t have to.

If your hosting provider has a one-click PHP version setting that we can use to select the desired PHP version, then yes, we can use that if a PHP update is requested.

If this option is not available, then no, it will be up to your host to update the PHP version of your site or server.

If you are on the “Maintenance + Security and Content Updates” or “Comprehensive Optimization and Support” plans, we can put in a ticket with the host on your behalf and ensure that any issues caused by the update are resolved.

If you are on a Basic Monthly Maintenance Plan and a PHP update not done by us causes issues, you will need to resolve that with your host or upgrade your care plan to add website edits so that our team can make the necessary changes to your website to make it compatible with the newer PHP version.