SUPPORT & MAINTENANCE
All the Support You'll Ever Need
Have a question?
Of course not. We’re here to support you, your business and your website. If you change your mind, want to up/downgrade, or even cancel, simply get in touch with us and we will stop the next payment.
You’ll receive an email with details of your plan and your receipt.
If we didn’t create your website, you’ll also receive an onboarding form to securely provide your website access information (including your Website Admin and Hosting Access details) so we can begin auditing your site(s) as part of the onboarding process.
Once onboarding is complete, you’ll receive a welcome email with more details about your account, and instructions for sending support requests.
The Care Plan setup fee allows us to set your website up with the software and training videos, perform an initial security check, as well as undertake an initial update of your WordPress Core files and Plugins.
The outcome of this process will give us an idea of the state of your website's health and will result in a safe, clean website with up-to-date files and plugins. However, if issues arise from this process a quote will be provided to bring your website up to date with the latest software and plugin files so that your WordPress website is clean, working and up to date when you begin your Care Plan.
Short answer: anything relating to your website!
Design tweaks and content updates are the most common, however, nothing is off the table, as long as it fits into the allocated time. Please be aware that requests for new features may result in an additional quote, as most of the time these tasks take longer.
Unfortunately, no it doesn't. Your content edit time is there for you to use on your website each month if you need it. It reserves your place in our schedule and allows us to book resources, therefore time does not roll over for our care plans.
Our business hours are Monday to Friday 8:30am - 6:00pm (AEST). We strive to complete all tasks within a 24hr period during weekdays, but it usually happens much faster. On weekends we strive to complete tasks by the following weekday (so if you send a request on a Friday, or over the weekend, it'll be completed for the following Monday).
We’ll be sad to see you go!
But we’ll also provide any information you need to transition smoothly to another developer. If you’re using tools or themes that are licensed by EQ Media, you’ll need to purchase your own license(s) in order to keep the software up-to-date.
We’ll also transfer billing for hosting and email automation services back to you (if and where applicable).
Our Monthly Care Plan reports will provide you with details on the updates that have occurred during the month (WordPress Core, Plugins and Themes), your website uptime, backups, website security and page speed / performance, and website traffic analytics (if Google Analytics is setup).
We can help by customising a WordPress Care Plan service to best fit your needs and budget.
Send us an email with your requirements and we’ll work with you to create a Care Plan solution.