Updates are run to the WordPress core, theme and plugins once per fortnight. The site will be visually checked after updates in order to ensure that it still appears and functions the same. This is a five minute check and small changes may be missed. Some updates to WordPress, the theme or the plugins may cause aspects of the site to cease functioning. If we identify an issue we will spend up to 15 minutes fixing the issue, and will notify the client if more time is necessary.
Updates can put the site into maintenance mode for a duration ranging from 5 seconds to a few minutes. This plan replaces the generic WordPress Maintenance screen with a custom Maintenance page.
We time the updates based on your least visited times, and check live site views prior to beginning.
WordPress, theme and plugin updates can occasionally change aspects of your site’s appearance. Birdhouse Digital is not liable for any changes to the website based on updates run through our Maintenance Program.
We will run weekly security checks to ensure your site is running smoothly and interference free. If we detect a security issue we will take steps to identify the cause. We will dedicate 15 minutes to a fix, and if this does not address the issue we will notify you and advise of the next course of action, and the costs involved. Birdhouse Digital is not liable for any costs or inconvenience if the site is hacked or otherwise compromised.
We run weekly backups of your site and daily backups of your database, and keep them offsite, so that they are always ready in the case your site becomes compromised.
We run monthly performance scans to keep an eye on how the site is loading for viewers. If the site speed significantly drops we will troubleshoot to identify the cause and will notify you immediately. We will undertake up to 15minutes work to fix the issues. Additional work undertaken to optimised the site will be charged at an hourly rate, as below.
We monitor your site’s uptime and will react as soon as possible if the site is down. We will investigate the cause for the site going down and will fix anything that takes up to 15minutes. Bigger fixes will be discussed with you and quoted on an individual basis.
Search Engine Error Monitoring
We monitor your site via Google Webmasters Console and will notify you of any issues re indexing or 404s as possible. Up to 15 minutes will be spent fixing any issues or concerns arising from Google Webmaster reports.
We will send via email a monthly report outlining work undertaken during the previous calendar month. Reports are sent on the 1st of every month.
Phone and Email Support
We offer phone and email support 5 days a week: 9:15 – 5pm Monday to Friday. Any non-urgent queries outside this time will be responded to within the next business day.
Updates and changes to site content
Updates and changes that require over 15 mintues are charged at a rate of $80 per hour. Where possible we will prioritise work requested by Maintenance clients.
Urgent requests will be accommodated wherever possible. If they are outside our standard support hours they will be charged at $120 per hour.
In the event of a website security breach
This maintenance contract covers the maintaining of the site on a monthly basis but does not cover a site fix in the event of a security breach.
Although we take all care to keep your websites secure and updated, this maintenance service only carries out monthly updates. We are also reliant on secure passwords and practices being used by all accessing the back-end of the website. At this point in time no website is invulnerable to security breaches, although our services will dramatically reduce the chance of these.
In the event of a security breach Birdhouse Digital will roll back the site to a previously saved version which we shall hold as an offsite backup. We will do this within 24 hours of becoming aware of the breach. We will then provide options as to what the Owner can do to fully secure their website.
Cost and Schedule
The owner shall pay $55 per month, per site for the Services (the “Maintenance Fee”).
Any additional work will be invoiced separately and on separately specified terms.
No refunds are available for the Maintenance Fee.
Updating your credit card details
If you have signed up for your maintenance subscription via our website you can update your payment details here. Otherwise please email Abby to request any changes to your subscription.
The maintenance subscription can be terminated by the Owner with 30 days written (emailed) notice. Upon termination Birdhouse Digital will delete all backups of the website/s within 30 days.