WordPress support plans

WP Support Lab™ is a team of engineers. On a more serious note, we have been tackling WordPress for almost one decade. Our team is in-house, with dedicated employees. WP Support Lab™ relies on permanently vetted employees; we do not outsource our work to contractors or freelancers.  Every client and their needs are unique, and this is reflected in our approach: We tailor our work to clients’ needs, building long-lasting relationships and setting them up for success. We deliver top-quality work, and if it does not meet your expectations, we will refine it until you are satisfied.

We work with businesses of all sizes, from startups to large enterprises, across various industries. Whether you’re an e-commerce store, agency, or service provider, we have solutions tailored to your needs.

Yes, We are enthusiastic about fostering long-term partnerships. Whether your requirements pertain to ongoing maintenance, continuous design and development, or team augmentation, WP Support Lab™ is committed to supporting your business for the long-term haul.

Maintaining your WordPress site guarantees smooth operation, enhanced security, optimal performance, and adaptability to evolving requirements.  This entails routine updates, backups, performance enhancements, and monitoring to safeguard your site from downtime, security risks, and various other challenges. Enrolling in the WP Support Lab™ CarePro plan also provides you with unlimited website edits within the maintenance package.

No! We’ll work with any website regardless of where it’s hosted. That being said, for the sites hosting on AWS, Pantheon, Azure, and Google Cloud, an additional $25/month is charged.

Also, we may not be able to achieve your speed and security goals on shared hosting with limitations by hosting providers on shared hosting.

No, all our plans come with a zero-setup-fee policy.

The Starter plan focuses solely on website monitoring. While Booster includes monitoring, it also addresses website performance and security. CarePro‘s plan takes care of everything, including edits and two development hours.

• Choose Starter if you need essential monitoring and alerts.
• Choose Booster for comprehensive monitoring, security, and performance optimization.
• Choose CarePro for full-service maintenance, including dedicated developer time.

Yes! You can switch between Starter, Booster, and CarePro at any time. To adjust your plan, contact us through our Client Portal.

If your needs don’t align with our predefined tiers, we can tailor a plan to suit your requirements. Contact us for details.

Our maintenance schedule depends on the task at hand and also on your subscription plan.

For example:

• Monitoring is performed continuously
• Updates are performed weekly.
• Backups are performed depending on your subscription.
• Performance tuning and security audits happen as needed.

Routine updates to the live site are conducted directly. If you sign up for a site that hasn’t been updated in a while, or if there’s a major update from a plugin, theme, or WordPress, we will first implement the update on a staging site. After you give your approval, the updates will then be applied to the live site. This regular service is exclusively available with the CarePro plan.

You can submit requests through your WP Support Lab™ Client Portal. Provide clear instructions and attach any necessary files (e.g., images, and text); our team will handle the rest.  Make sure to submit one task per request. Otherwise, we may not be able to finish the request within 72 hours.

Our response time depends on the complexity of your request and our current schedule. We can often begin within 1-2 business days. Larger projects may require a brief onboarding period.

You’ll receive detailed weekly/monthly reports summarizing all updates, security checks, performance improvements, and monitoring results. Also, once we make significant changes to your website, one of our engineers will inform you through our Client Portal.

We provide a dedicated Client Portal designed to facilitate streamlined communication, offer task updates, and enable project tracking. Furthermore, our team is available for scheduled calls to ensure that you are informed at every stage process.

After you have purchased your support plan, you will be requested to share the WordPress admin credentials and file access securely over LastPass. This helps us connect to your site in order to install our services offered (i.e., security monitoring, backups, and plugins). Our staff keeps these credentials private and will never share these details with anyone not associated with WP Support Lab™. We will also request that you share information regarding customized plugins, which we need to be extra careful about before making updates.

We will discuss the extra requirements with you and give you an accurate estimate for the additional work. Our flexible subscription options make it easy to scale up.

While we cannot guarantee complete site protection, we assure you that we will take every possible measure to safeguard your website against threats like brute force attacks, hacking, and bot intrusions. Our firewall will effectively block any unwanted traffic, and our login protection is designed to thwart brute force attempts to gain access to your site.

With the Booster and CarePro plans, we’ll identify and remove malicious code, repair any damage, and implement additional security measures to prevent future attacks.

WP Support Lab™ uses a paid Malcare (third-party) service and a paid version of the WordFence Security plugin to protect against vulnerabilities. However, the Firewall cannot protect against certain vulnerabilities, so we recommend that you keep your WordPress site fully updated at all times.

We provide emergency support for Booster and CarePro plans and will restore your website within 24 hours. Our team acts immediately to resolve critical issues and restore your website to normal.

Absolutely! Our team is eager to take action to handle urgent issues like website downtime, security breaches, and performance hiccups. We’re all set to help!

Our technical support hours are from 8:00 AM to 9:00 PM Eastern Time, Monday to Friday. Any support tickets submitted during off-hours are immediately attended to during our regular support hours.

Once you submit an edit request, we guarantee it will be completed within 72 hours. If the task is complex, we’ll keep you informed and prioritize timely completion. Please describe your request in as much detail as possible to set us up for success.

Also, we may not be able to achieve your speed and security goals on shared hosting with limitations by hosting providers on shared hosting.

Yes, you can always schedule a call with your dedicated project manager to discuss any task or project. We use Zoom for voice and video conferencing for approximately 30 minutes. Calls are only available for the CarePro plan or hourly packages for development projects and custom design. All other plans are supported through the customer portal, email, or online chat.

Yes, you can cancel your subscription anytime with no penalties.

All the changes made will not be reverted, but you cannot use any of the premium or proprietary plugins we have installed further. We will help you offboard your website from WP Support Lab™ so that nothing will be broken after you leave our team of engineers.

1. Limitation of Liability
   WP Support Lab™ is committed to providing WordPress maintenance, security, and optimization services at the highest quality standards. However, the client acknowledges and agrees that WP Support Lab™ is not responsible for:
   • Data loss, service interruptions, or any other damage resulting from updates, configuration changes, or maintenance performed on the website.
   • Failures caused by incompatibilities with plugins, custom themes, or third-party services not recommended or provided by WP Support Lab™.
   • Security incidents arising from unsafe practices by the client, such as using weak passwords or installing unverified software.
2. Security and Protection Against Attacks
   While WP Support Lab™ implements advanced security measures to significantly reduce the risk of cyberattacks, we cannot guarantee absolute protection against all threats. In the event of a vulnerability or external attack, WP Support Lab™ will provide assistance to mitigate damages, but is not liable for financial losses, business disruptions, or impacts on the client’s website ranking.
3. Use of Premium Software and Licenses
   • During service delivery, WP Support Lab™ may install and configure premium software or third-party plugins to enhance the website’s performance, security, or functionality.
   • These licenses are owned by WP Support Lab™ or its providers and can only be used while the client maintains an active plan with WP Support Lab™.
   • If the service is canceled, the client will no longer be able to use premium software provided by WP Support Lab™, and it will be their responsibility to acquire their own licenses to avoid functionality disruptions.

By subscribing to WP Support Lab™ services, the client accepts these terms and acknowledges that it is their responsibility to follow security best practices and keep their hosting credentials and configurations up to date.