What’s included in One-on-One Onboarding?
Your onboarding experience starts with a half-hour video chat (via Zoom) so our team can learn about you, your business, and the unique needs of your website.
We'll introduce you to your project's secure collaboration portal, and we'll show you how you can request urgent assistance via phone or e-mail.
What’s our Secure Project Workspace?
We use Basecamp as a secure portal for all our client communication, so you can see everything on our monthly and weekly checklists.
We also use LastPass as a secure method for you to provide us with passwords to your site, to your hosting environment, or to connected services,
If you need urgent assistance, you can always contact us via dedicated support phone lines and e-mail addresses—we'll post the confirmation of our conversations in Basecamp for recordkeeping.
What’s included in setup for Google Analytics, Google Tag Manager, and Google Console?
These three tools work great together, especially when you're investing money in paid search or social media advertising. However, they can be a pain to set up properly. We'll install or reset all three of these essential properties for your website, enabling our support team to proactively respond and mitigate issues that get reported via Google's performance monitoring services.
What’s included in my weekly analytics report?
Our system will crunch numbers from your Google Analytics profile and present you with a clear, plain language e-mail that summarizes your traffic flow, your most effective pages, and areas of your website that may require a little extra attention. Upon request, we can add a monthly version of this report at no extra charge.
What’s included in my Monthly Check-In Call?
Every month, our Client Services Team will schedule a one-on-one video chat with you to make sure you're getting the maximum value from our service. We'll use that time to highlight some areas where we think you can improve your site's performance, or to plan upcoming maintenance tasks.
What’s included in Uptime Monitoring?
We've got an army of little robots that ping your site from locations around the world throughout the day. If your site appears slow or offline, our operations team will partner with your hosting provider to resolve the issue as quickly as possible.
If your site experiences downtime, we'll supply a root cause analysis of the issue and some recommended next steps within three business days.
What’s included in Performance Monitoring?
During your onboarding, we'll benchmark your site's speed and performance using industry-standard testing tools.
We'll provide you with feedback on steps you can take for your site to perform better.
Through each week, we'll run additional speed and performance tests during off-peak hours. If our tests reveal that your site's slowing down, or if it's performing less effectively than your benchmark, we'll alert you. If the performance impact is severe, our operations team will triage the issue and implement a short-term mitigation plan.
What’s included in Version Control via Git?
Many of our enterprise clients like to review incremental changes in theme and plugin packages, especially in industries that require compliance with security and quality protocols. Our system will take a weekly snapshot of your site, and place the branch into our secure BitBucket code repository. You'll have access, so you can review each change or preserve the change records for your compliance team.
What’s included in Managed WP Core Updates?
Even beyond its fifth version release, an update to the WordPress core package can still cause compatibility issues with some themes and plugins.
To ensure your site doesn't suddenly stop working, we monitor changes to WP Core and only immediately implement them when necessary to patch a "zero-day" security exploit. If we have a concern that a core update may damage your site, we'll clone your existing site into a staging environment, perform the update, and monitor for significant defects. If your site looks good to go, we'll schedule a full core upgrade.
If you're using our enterprise-level hosting, this will all happen automatically in the background on a rolling basis.
If we're maintaining your site with your own host, we'll partner with your hosting provider and provide status updates in your secure collaboration portal.
What’s included in Managed Plugin Updates?
WordPress plugin updates can cause unexpected issues, especially if one plugin interferes with another.
To ensure your site doesn't suddenly stop working, we'll clone your existing site into a staging environment, perform all updates, and monitor for significant defects. If your site looks good to go, we'll run all updates on production.
Our Complete service tier includes weekly updates; our Standard service tier includes monthly updates.
What’s included in Enterprise-Level Hosting?
Although we've worked with dozens of website hosting providers over the years, we've found that we can operate most effectively when a hosting environment meets our exact service standards. We've partnered with Flywheel to provide our clients with enterprise-class hosting that far exceeds the business requirements of most organizations.
When you need support, our client services team will partner with Flywheel to ensure you're taken care of, 24/7.
Our hosting package includes support for:
100,000 monthly visits*
No overage charges
Free SSL certificate
Free staging site
(A visit is a unique IP address in a 24 hour period. This is a soft limit, we will never shut off your site if you go over.)
Support for Web Application Firewall and other advanced services is available for a nominal fee.
What’s included in Malware Detection?
We use a combination of external monitoring and internal change management to observe any changes in your WordPress core, in your uploads, or in any themes or plugins. When any of our tools detect malware or other hacking activity on your site, we can automatically restrict traffic until the issue is resolved, reducing the likelihood of your site ending up on corporate blocklists.
What’s included in Malware Removal?
If you don't run e-commerce on your site, or if you don't update your site very often, removing malware from your site can just mean rolling back to a known good version from your backup library.
However, most of our clients make updates throughout the day, every day. Our malware removal process preserves your posts and transactions while removing problematic entries directly from your database.
What’s included in Site Tweaks?
One of the biggest frustrations we hear from business owners is that it's hard to find someone to make an occasional tweak to your code, or an occasional quick update to your content.
Our site tweaks offering gives subscribers access to our Tier 2 technical staff for up to 30 minutes in each calendar month to help install plugins, make layout edits, or adjust custom code to improve your user experience. If you don't need technical help, but could use a hand keeping your site up to date, you can utilize our Tier 1 production staff for up to two hours in a calendar month. They can help you post files, make copy edits, swap out photos, or process other content changes.
Whenever you require a little extra help beyond the scope of your subscription, you'll have priority access to our technical and production teams at member-discounted rates. In most cases, we can process your request by the close of the next business day.