Our Scope of Work

What is “unlimited support”?

We like to break down our support efforts into three buckets. This allows us to manage support requests more effectively, sets expectations for everyone regarding how and when requests will be completed and explain our scope of service. Our Scope of Service is what we do and don’t do.

Before you submit your support request ask yourself…
…if your request will fit into one of these buckets. If your request falls outside of these buckets, still reach out and let us know that request and we'll do our best to make sure we can get it done for you and/or help you find the best solution.

1. Around the Clock
2. Support Scheduled
3. Critical Care
4. Care Flash Requests

Around the Clock Support 
This support bucket is common sense care and maintenance of your site. The time expectation is ongoing.

Here is what we do around the clock:

• Update and maintain site critical updates to the Wordpress platform Update
• Manage Plugins
• Uptime Monitoring which is making sure your site is always live
• Daily redundant backups
• Setup Web tools
• Monitor broken links
• Manage permissions and credentials for users Google Analytics
• Malware detection
• Malware removal
• Plugin conflict resolution

Scheduled Requests
These support requests are set up with our team to run at predetermined intervals, or at scheduled times, therefore the time expectation is scheduled.

Scheduled requests could be:

• editing content such as blog posts, or adding images, and other content
• removing or deleting time-sensitive content
• adding calendar events

Critical Care
These support requests are clear emergencies such as:

• Your site is down
• Your site loads to a white screen
• Your site loads but there are clear signs of something broken or not loading or working properly

And the time expectations for a critical care support request is as quickly as we can get it sorted out so long as the request falls within the emergency criterion.

Flash Requests
This support bucket holds requests that come up here and there. You can always expect a response however the completion time expectation may vary. We always try to accommodate the requested timeline. Normally, flash requests can take between 24 and 72 hours and the time expectation is within that window. 

Since we have numerous clients sending in requests at a given time we work hard to ensure that all of our client's needs are met. To that end,  if multiple requests are sent in or one request is sent with multiple tasks, we expect to be able to accommodate one to two of those requests per 24 hour period. That way we are able to complete request across a wide spectrum of clients in a 24 hour period. 

Normally these requests consist of:

• adding or editing content such as blog posts, images, and other content
• removing or deleting time-sensitive content
• Debugging and fixes Code refactoring

But support requests can include other requests not mentioned here.

Along with the fact that we don’t guarantee same day completion times for any requests, these are requests we cannot complete without additional costs:

• Setting up email
• Traveling to your location
• Customizing a plugin beyond its functionality

If you’re ever unsure, please feel free to reach out to our support team and we’re happy to help.