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WordPress Maintenance FAQ

ūüõ†ÔłŹ 24/7 website edits

Unlimited edits do include edits to content on any page, changing banners, headers or footers, changing plugin settings, CSS adjustments, blog content or context edits, adding a new landing page, formatting landing pages, changing images or text, adding coupon codes or updating shopping carts. Unlimited truly does mean unlimited too! 

 

Unlimited edits do not include custom development (PHP, plugins, themes, etc), updating custom code, graphic design, PSD to WordPress, creation of content or building out a new website or subdomain.

 

EDIT EXAMPLE 1

 

Included: You want us to upload blog content that you created with attached images that have been sent and format for WordPress with instructions

 

Not included: You want us to create a blog post, find images and upload to WordPress with no instruction for formatting

 

EDIT EXAMPLE 2

 

Included: You want us to add a new product to your WooCommerce store (for which you’ve provided all needed content).

 

Not included: You want us to create a custom checkout process for your WooCommerce store.

 

EDIT EXAMPLE 3

 

Included: You want us to install and set up a plugin to use it’s built-in functionality.

 

Not included: You want us to create new functionality that doesn’t exist in a plugin. (This would require custom development which may be available at an hourly development rate.)

 

EDIT EXAMPLE 4

 

Included: You want us to take the text that you emailed to us and use it to replace the current content on your About page.

 

Not included: You want us to write content for or design your About page.

 

We’d be happy to help you with custom development as well. That kind of project is fully covered by our hourly work or a retainer plan.

We get a lot of questions about our unlimited¬†edits. But it’s true! Unlimited really means unlimited when it comes to the¬†edits¬†we provide. We don’t like to nickel and dime people, so we just ask them to pay for their monthly subscription and we provide the technical support. Easy.

If you need us to provide¬†edits¬†to your website, you’ll need to upgrade to our¬†Protect Plan¬†or¬†Perform Plan. We’re not big fans of one-time¬†edits¬†since we want to work with people who understand their website is a work in progress and want a technical partner who can help them continue to move forward. Plus, when it comes to security and website speed, one-time changes are simply not effective. We want to provide ongoing support to get your WordPress site fast and secure, then keep it that way.

Yes! We fully manage WordPress websites, including everything in your WordPress ecosystem. If¬†updates are causing conflict issues, we’ll reach out to plugin and theme companies directly to help fix the core issue so you don’t have to. If your hosting company’s server goes down for any reason, we’ll hop on live chat to help them assess and fix the issue so you don’t have to wait in a queue for 30 minutes.

 

At the end of the day, Allison’s Alligator fully manages WordPress websites so you won’t every have to worry about a technical website issue again!

We get a lot of questions about response and resolution times here at Allison’s Alligator! Here’s the most honest answer we can give you – it depends on the ticket. Here’s how it works:

 

  1. When you email a support ticket in you will receive an automated response right away, if it is submitted correctly into our system.
  2. Within 1-4 hours you will receive a response email from an Alligator that we have opened the ticket, we are looking at the complexity of it and will let you know when it has been resolved.
  3. Within 24-48 hours you will receive a resolution email with the changes made on that ticket.

 

If the ticket is complex and the Alligators need more time, they will let you know if it is outside of that 48-hour window. Communication is key here with response and resolution times, we’ve got your back!

We do offer custom development as a supplement to our ongoing care plans. If you have a larger project that requires custom work and is outside the scope of our¬†care¬†plans, we’re happy to do it as an addition to our ongoing maintenance of your website.

 

Custom development is¬†$200/hr.¬†You’ll detail the project to our technical team and we’ll give you an accurate estimate for how much time it takes. We’ll start working only once you give us the green light to move forward.

ūüĒé 24/7 monitoring

Our team is distributed, meaning we work from around the globe! Our core team is local to the US while some of our employees are international and work remotely. This gives us the ability to provide 24/7 service. If your website crashes at 3am on a Sunday morning, someone on our team will be notified within 1 minute, the issue will be addressed and your site will be back up immediately.

This is an absolute requirement for everybody we hire on our support team no matter where in the world they’re from!¬†We only provide support in English for the time being so vetting English language skills during our hiring process is a huge focus.

That being said, small mistakes do happen. We’re all only human! But overall, everyone on our team has a strong grasp of the English language and with tools like Grammarly for additional support, all the¬†24/7¬†support we provide is professional, effective and has our flare of personality!

We have plenty of automated tools that will check the status of your website(s). They actually ping your website(s) every minute of every day.

These pings simply check to make sure your site isn’t giving a 400/500 error

ūüĒź WordPress security

We partner with iThemes to bring premium WordPress security to your website! Get started with our Protect Plan or Perform Plan and we’ll implement the plugin and optimize it for your unique site to give you the best possible coverage.

 

We’ll also implement additional¬†security¬†across your WordPress dashboard and server as needed. These¬†security¬†measures are unique for every website we work with, which means a customized solution for everybody.

Malware is a serious issue for any website, and the great news is that anyone on our Perform Plan (or higher plan, such as Custom Plan) get malware removal included in their plans.

 

Our team of experts will scan the site, clear out all malware and check the site for any vulnerable areas such as outdated themes and/or plugins with known vulnerabilities.

 

After malware has been cleaned up, our team will create a security setup to harden your website to protect against future attacks.

We have plenty of automated tools that will check the status of your website(s). They actually ping your website(s) every minute of every day.

These pings simply check to make sure your site isn’t giving a 400/500 error

Yes! Just get started with our¬†Perform Plan¬†and we’ll have your site cleaned up within 24 hours.