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Managed Extra Services Policy

Support

All of our WordPress and E-Commerce Hosting plans include these Basic Support Services:

  1. Basic Maintenance of a Single (or the amount designated in the plan description) WordPress Installation including core updates (mandatory).

  2. Basic Upgrading of all plugins via the WordPress built-in update feature (mandatory).

  3. Basic Security monitoring, evaluation, intrusion prevention & recovery (mandatory).

  4. Basic Staging ability to test proposed changes, optionally for Self-service upgrade and testing.

What's not covered?

  • Regular Technological Evaluation. All themes and plugins must be well maintained by their developer's because without attentive, official support channels there are virtually no opportunities to discover conflicts and exploits--let alone to resolve them. When a site is initially built it likely has up-to-date components, but someone needs to regularly investigate each piece of technology to ensure it hasn't fallen into disrepair--a very common occurrence for WordPress themes and plugins!

    Without our Extended Theme and Plugin Support this responsibility falls to the site owner. In just a few months, a site can easily slip from a well working and secure web presence to one riddled with broken features and with known exploits just waiting to be hacked.

  • Thorough, Regular Testing. The average site has several dozen components all written by different developers, the exact combination of which is likely not found elsewhere--at least with any certain regularity. The most recent versions of all themes and plugins must be installed and, to ensure that these updates doesn't break things, the site needs to be thoroughly tested--all based on the scope of what was updated as it relates to all other plugins and themes. Updates can be needed daily, weekly or monthly and with each update testing needs to be performed.

    Lack of maintenance related testing can easily allow a shop to break or slip in sales. Our basic support does not cover, fix or troubleshoot these upgrade issues. Most E-Commerce shops will not stay operational very long without the active support of trained staff.

  • Fixing your Broken Site. Let's face it, sites and shops do break--especially because there are so many working parts all evolving with new features, getting updated to meet the ever changing WordPress core and getting patched for newly discovered security issues. When updates break your site, you really don't have many options. You need to keep the site updated, but the update now breaks your site! Your paths forward include:

    • Contacting the developer in hope that they respond quickly with a fix.
    • Uninstalling the broken plugin and doing without the functionality.
    • Finding another plugin that does the same or similar things in hope that it will work better.

    Fixing a broken site or feature can be a real challenge and having our Extended, Advanced and Managed Support Services lift the burden and keep your site running smoothly--allowing you to focus on the things that you do best.

We provide a variety of support options to ensure that your shop stays operational:

Support Options

 

Extended Plugin Support

$1/Plugin/Mo.

  1. We install, upgrade, stage and test everything to ensure that all plugins and themes work well together.

  2. We identify and report software issues to original developers and take steps to mitigate all issues (balancing security while ensuring total cart operation) until a permanent solution from the developers is released.

  3. When third party developers don't provide good, responsive support, we take all reasonable efforts to find solutions ourselves, which can include: forking (repairing ourselves) and workarounds (temporary solutions) at our discretion.

  4. We carefully backup all changes and quickly deploy updates--usually during brief, non-peak hour scheduled maintenance windows--all with the resolve to keep your store fully operational.

Our pricing is simple: we charge $1 per month for each plugin and theme. Note: No charge for required helpers, duplicates, non-public or staging installations.

Support must be purchased for all installed (active or inactive) themes and plugins in concert.

We offer a discount of two months service for free when Extended Support is paid annually (a 16.67% discount).

Typical Example Scenario: If you have 17 active and inactive plugins and one theme you would pay $18 per month. A few plugins require a great deal of extra support (due to their complexity or lack of developer support) and those plugins will also be charged an additional fee (see Advanced Plugin Support, below).

Advanced Plugin Support

$12/Mo.

"Maintained Premium Items" are plugins that require a great deal of support time due to their complexity and interdependency with other plugins. Different hosting plans include maintenance support for a fixed amount of these for free--when you have a support plan in place that covers all of your other plugins. After the free item(s), additional plugins from the list below will be charged an additional $12 per month.

Typical Example Scenario: Let's say you have a Snow Removal Equipment Rental Business and your site manages the booking of reservations and you charge a 50% deposit for each rental. If you have 17 active and inactive plugins and one theme, that are not on this list and are covered by Extended Plugin Support (billed at $1/mo. each, see above) plus, you have four Advanced Plugins: WooCommerce Bookings, WooCommerce Deposits, WooCommerce Subscriptions and WooCommerce TM Extra Product Options (together, setting the billing capabilities you require) then you will be charged: $66 for your total support package (before any included free support) .

That breakdown works like this: 17 active and inactive plugins (not on the Maintained Premium Item list) and one theme you would pay $18 per month (for the Extended Plugin Support) plus, $48 for the four Advanced Plugins. If you had our "Palm" hosting plan which includes two WordPress shopping cart plugins for free you would then deduct, $24 for the free Advanced Plugins included in that hosting package. The monthly support plan cost would then be: $66 - $24 = $42.

WooCommerce

  • Bookings
  • Deposits
  • Subscriptions
  • Extra Product Options

GiveWP Give

  • Give Recurring
Managed Extra Services

From:$25/Hour

We can perform a variety of store operation services and support that go beyond plugin support such as:

  • Advanced staging and testing support.

  • A/B testing, design and implementation support.

  • Order and subscription review.

  • Order processing and customer support: returns, refunds, shipping delays.

  • Data integrity reviews.

  • Auditing, inventory and advanced report generation.

  • Design maintenance.

  • Advanced security reviews.

  • Payment processor monitoring/tasks.

  • Shipping and tax calculations review and reporting.

  • Unsupported developer application/theme forking, maintenance, review and repair.

  • Expert HIPAA compliance.

  • Expert PCI compliance.

  • Expert email administration.

  • Expert corporate compliance.

  • Custom coding.

  • Custom design.

We charge hourly for these services and we offer several prepaid and post-paid options:

Prepaid, Monthly Plans

Commit to a Monthly, prepaid minimum and get our lowest rate plus, any unused time will rollover to following months. Note: Unused subscription funds cannot be refunded, but do not expire.

  • 160 hours: $25/hour
  • 120 hours: $30/hour
  • 80 hours: $35/hour
  • 60 hours: $40/hour
  • 40 hours: $45/hour
  • 30 hours: $50/hour
  • 15 hours: $60/hour
  • 10 hours: $65/hour
  • 5 hours: $70/hour
  • 2 hours: $75/hour

Hover over each for total charges and scheduling requirements.

Prepaid, One-time Plans

Prepay for a block of time and get our lowest rate plus, any unused time will rollover to following months. Any time deficit will be billed at the indicated post-paid rate. Note: Unused funds cannot be refunded, but never expire.

  • 160 hours: $40/hour
  • 120 hours: $45/hour
  • 80 hours: $50/hour
  • 60 hours: $55/hour
  • 40 hours: $60/hour
  • 30 hours: $65/hour
  • 15 hours: $75/hour
  • 10 hours: $80/hour
  • 5 hours: $85/hour
  • 2 hours: $90/hour

Hover over each for total charges and scheduling requirements.

Post-paid (Billed) Standard Rate

If you can't commit to a prepaid minimum block of time our Post-paid (Billed) Standard Rate applies. Subject to credit approval.

  • Post-Paid Standard Rate (billed): $150/hour

Shops not well maintained will be disabled to protect against malware and damage to our network reputation.

Contacting us

This is a guideline, in the event of a conflict in statements, concepts, policies or rules the gpowerhost.com Terms of Service and AUP apply.