Website Care & Support Plans
We’ll Manage Your Updates
WordPress sites on average have between 5-15 maintenance and security updates a month. Do you have time for this? Didn’t think so. We’ve got your back.
Your website is an integral part of your business. Our care plans are designed to save valuable time and protect your investment
All websites on the internet are at risk
The digital landscape has changed. A website is not something you can just set and forget after its launched: The software that powers your site needs to be kept up to date, your data needs to be backed up regularly, and your site needs to be monitored and maintained for speed and security. The downside to websites is that they are constantly the target of attacks. More and more websites are getting hacked and attacked each day.
Save yourself valuable time
Keeping your website up-to-date, backed up and secure can be time consuming. Learning all of the technical ins and outs to correct any issues takes time away from building relationships with your customers, clients, staff and partners. What happens if something goes wrong? Do you have the time, knowledge and ability keep it working properly without disrupting your business?
Support Options
Website Care Plans
Our Website Care Plans are designed to not only to give you peace of mind knowing your site is updated, backed up, and secure, but our PLUS and PRO plans also provide assistance with ongoing small tasks. Have a question about WordPress? Need help installing and setting up a plugin? Want to make some small styling changes on your site? Take a look at our plans below and contact us to get started.
One-Time Assistance
Ad-hoc support is offered at a rate of $100/hour with a minimum of 1/2 hour. Payment is due before we begin work on support task. If through the course of the work we discover that the issue was due to an error on our part, we will happily refund you the cost of this support.
Plans & Pricing
- Starter
- .$85.00
PER MONTH - No longterm contracts
- Business Class Site Hosting
- Monthly Support Tasks
- Task Request Completion
- Monthly Website Care Report
- Free SSL Setup & Integration
- Website Backups
- Weekly Performance Scans
- Managed WordPress Updates
(Core, Themes and Plugins) - 24/7 Uptime Monitoring
- SEO and Keyword Monitoring
- Malware Scan, Removal
and Advanced Prevention
(with Web Application Firewall) - CDN performance accelerator
- E-Commerce Support
- 30 Min Monthly Planning Call
- This Plan is Best For
- Starter
- .$85.00
PER MONTH - Included
- *Two (2)
- 2-3 Business Days
- Weekly
- Malware Scan and Removal
Advanced Prevention (with Web Application Firewall) - This Plan is Best For
Sites with low content updates and business owners who want to manage their own website care and occasionally request support.
- Pro
- BEST VALUE$175.00
PER MONTH - Included
- *Four (4)
- 1-2 Business Days
- Weekly
- Malware Scan and Removal
Advanced Prevention (with Web Application Firewall) - This Plan is Best For
Sites with moderate content updates and business owners who don’t want to worry about their site’s maintenance and receive regular professional assistance.
- Plus
- .$485.00
PER MONTH - Included
- **Unlimited
- 1 Business Day
- Daily
- Malware Scan and Removal
Advanced Prevention (with Web Application Firewall) - This Plan is Best For
Sites with high content updates and business owners who don’t want to worry about their busy site’s maintenance having regular professional assistance.
- Starter
- .$85.00
PER MONTH - Cancel anytime
No longterm contracts - Business Class Site Hosting Included
- *Two (2) Monthly Support Tasks
- Task Request Completion
2-3 Business Days - Monthly Website Care Report
- Free SSL Setup & Integration
- Weekly Website Backups
- Weekly Performance Scans
- Managed WordPress Updates
(Core, Themes and Plugins) - 24/7 Uptime Monitoring
- SEO and Keyword Monitoring
- Malware Scan and Removal
(No Advanced Prevention) - CDN performance accelerator
- –
- –
- This Plan is Best For
Sites with low content updates and business owners who want to manage their own website care and occasionally request support.
- Pro
- BEST VALUE$175.00
PER MONTH - Cancel anytime
No longterm contracts - Business Class Site Hosting Included
- *Four (4) Monthly Support Tasks
- Task Request Completion
1-2 Business Days - Monthly Website Care Report
- Free SSL Setup & Integration
- Weekly Website Backups
- Weekly Performance Scans
- Managed WordPress Updates
(Core, Themes and Plugins) - 24/7 Uptime Monitoring
- SEO and Keyword Monitoring
- Malware Scan, Removal and Advanced Prevention
(with Web Application Firewall) - CDN performance accelerator
- E-Commerce Support
- –
- This Plan is Best For
Sites with moderate content updates business owners who want to save time and money with regular professional assistance and regular reporting.
- Plus
- .$485.00
PER MONTH - Cancel anytime
No longterm contracts - Business Class Site Hosting Included
- **Unlimited Monthly Support Tasks
- Task Request Completion
*1 Business Day - Monthly Website Care Report
- Free SSL Setup & Integration
- Daily Website Backups
- Weekly Performance Scans
- Managed WordPress Updates
(Core, Themes and Plugins) - 24/7 Uptime Monitoring
- SEO and Keyword Monitoring
- Malware Scan, Removal and Advanced Prevention
(with Web Application Firewall) - CDN performance accelerator
- E-Commerce Support
- 30 Min Monthly Planning Call
- This Plan is Best For
Sites with high content updates business owners who don’t want to worry about their busy site’s maintenance having regular professional assistance and regular reporting.
A one time $275 on-boarding fee is required if the care plan is being applied to a pre-existing website that we did not build.
*Support tasks do not rollover. A support task is defined as any maintenance/support request done to a website requiring 30 minutes or less, including, but not limited to, text and image changes, new blog posts, new pages or social media imagery.
If we estimate a task to take more than 30 minutes, we’ll let you know and give you a time and cost estimate to complete.
** Conditions apply
FAQ
Below are answers to some of the most common questions related to our website care and maintenance programs. If you have a question that is not covered below please contact us.
What is in the Website Care report?
Our Monthly Website Care 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, quick sales information if you have an e-commerce site and website traffic analytics (if Google Analytics is setup).
If you would like to see a sample of a website care reports please contact us.
How do I send a support request?
Just send an email to support@hotspotcreative.ca. A member of our team will begin working on your task and will follow up with any questions.
Do unused support tasks get carried over to the next month?
Unfortunately no, support tasks may not be carried forward to the following month. Unused hours are forfeited at the end of the month.
Simply put, if you need to consistently rollover the support tasks than are in your plan then you may be on the wrong plan. We like to work with you to make sure that you are on the right plan and we are always working for you to get your website’s to do list taken care of.
What if I have more tasks than are available in my plan?
If you need more support tasks completed than you have in your plan we do have a couple options.
Option 1:
You can purchase additional hours at your discounted package rate. You will be billed on a separate invoice.
Option 2:
You can wait until the next month cycle starts, if your project deadline allows.
If we estimate a task will take more than 30 minutes, we’ll let you know and give you a time and cost estimate to complete the tasks.
What are some common tasks that can be completed?
You can submit a support task for content updates, menu changes, and theme or stylesheet adjustments. We can also install and configure new plugins, configure forms and much more. From code changes to general website issues, we’ll take care of almost anything that can be done within 30 minutes.
Have a particular task in mind that isn’t listed? Just email us to find out.
What type of projects are NOT included?
New websites, Custom logo packages, Custom web programming, javascript and jQuery – things of that nature which are commonly handled by a web designer or coder. For these these types of projects we have design packages or they must be custom quoted.
Do you only offer hosting and website care plans for WordPress?
Yes. We work exclusively with WordPress. If you have a site that you’d like to re-build WordPress is our specialty. We’d love to talk to you more about that. Feel free to contact us.
How is time tracked on support tasks?
All projects and their to-do tasks will be tracked in Asana, our project management system, which allows us to assign tasks and manage project deadlines. Work performed is itemized and will be viewable with your monthly invoice. Time will be tracked in 15 minute increments.
When should I expect my support task to be completed?
You can request new support tasks or updates through our client portal. Typically support tasks will be completed in the following timelines:
Starter: 2-3 business days
Pro: 24 business hours
Plus: 4-6 business hours
After a project is submitted we will review the details and files submitted and update you on an estimated time the task will actually require.
How will I be invoiced?
When you sign up you will enroll your credit card. This credit card will be automatically charged on the 1st of every month. If you sign up in the middle of the month, your first charge is prorated to only charge for the remainder of the month.
Why is there a setup (onboarding) fee?
The $300 onboarding fee allows us to on-board your website to our system, perform an initial security and performance check, as well as undertake an initial update of your WordPress Core files and Plugins.
The outcome of our onboarding process will either be a clean website with up to date files and plugins, or where issues arise from this process a quote will 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 we can onboard you onto our website care plan services.
What if I want to start immediately?
If you want to get going on projects right away (before the contract start date) that is great! We will simply add the additional time at a prorated rate.
What is the process after I sign up?
After we’ve received your first month’s payment you’ll receive an email with your order receipt. If we didn’t create your website, you’ll also receive a link 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 on-boarding process.
Once our on-boarding process is complete, you’ll receive an email with more details about your account, and instructions for sending support task requests.
After that you can rest assured that your site is being monitored and you have someone to take care of your site updates.
Does hosting need to be included in my care plan?
Yes. We’ve learned the hard way that discount hosting providers can lead to a lot of extra headaches and costs, for you and for us. If you sign up for one of our Website Care Plans, we’ll transfer your site free of charge.
Who will have access to my website
We will, as well as any contractors we employ to exclusively work on your website care support. We do take customer privacy very seriously. We encourage you to review our privacy policy and read more about Hotspot Creative Solutions.
What happens if my website goes down, or is hacked?
The purpose of our website care plans is preventative care, so the processes in place (including security scanning, uptime monitoring and performance scans), will help prevent anything from happening.
However in the event of an issue we will be able to catch problems quickly and will be on hand to help resolve the issue.
We cannot promise your website will not be hacked since no website is 100% hack-proof. However, we can promise you we will do everything in our power to prevent it, as well as assist in the restoration and cleanup of your website with one of our regular backups.
What is your cancellation policy?
You may cancel at any time and your services will be terminated at the end of the month for which you cancelled. If you are transferring your site to another hosting provider you will want to make sure you have allowed yourself enough time to complete the transfer without any interruption to your site.
What happens if I cancel my plan?
If you decide to cancel you care plan your services will be terminated at the end of the month for which you cancelled.If you are transferring your site to another hosting provider you will want to make sure you have allowed yourself enough time to complete the transfer without any interruption to your site.
If you’re using tools, theme or plugins that are licensed by Hotspot Creative, you’ll need to purchase your own license(s) in order to keep them up-to-date.
We’ll also transfer billing for hosting and email automation services back to you (if and where applicable).
How will I know if there is an issue with my website?
Most of the time you will not be bothered with issues. We will resolve any issues promptly if and when they occur and record them in your monthly website care report. There are times where we will alert you to an issue if it requires further decision on your part, or has the potential to impact your sales.
Can I get a care plan for a site that you didn’t make?
Yes, there is a $275 onboarding fee for a site that we did not create, or a site that has not had a care plan with us in the last 3 months.
The outcome of our onboarding process will either be a clean website with up to date files and plugins, or where issues arise from this process a quote will 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 we can onboard you onto our website care plan services.
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