WordPress Maintenance Scope

Generally we try to use free-tiered plans. Often times we use ZeptoMail.

We support WooCommerce, SureCart and Easy Digital Downloads. There are some cases we accept any form plugins that support payment

We accept all eCommerce, except for Adult, Sexual, Drugs, Alcohol and Gambling related.

We can help to add products into the website, limited by the monthly hours of Content Management in your plan. However, we are unable to upload product one by one for large list. In that case we recommend bulk upload, which means you need to provide the product data in an Excel/Google Sheet format.

We can help to install off-the-shelf plugins to extend your E-Commerce features. However, we don’t do any kind of custom development for E-Commerce. As always, the scope is limited to the monthly hours of your subscription.

Content Management is any edits to the WordPress that only involves the text, menu, image and some layout rectifications.

While WordPress Fix and Edits refers to more technical side of editing such as fixing responsive issues, edit plugin and WordPress settings.

Below are typical breakpoints:
– Mobile (potrait) 320px,- 480px,
– Mobile (Horizontal) – Tablet; 768px – 1024px,
– Small Desktop: 1280px – 1300px
– Desktop: >1301px and above

However, your website setup (theme and plugin) may be different and we’ll try the best approach based on your setup limitations.

Unfortunately, our responsive edits only apply to 100% screen. If you changed your screen settings to be different than 100% or enlarged font size mode, we are unable to guarantee how the responsive layout will appear as it is beyond our control. We can only control layout appearances when the screen scale setting is at 100%.

Yes, please share the issues that needs fixing. We will fix them within the allocated WordPress Fix & Edit hours.

Sure! Even without the add-on, we can help you edit SEO meta tags or settings through Content Management scope. However, you will need to provide the input. If you don’t have an in-house SEO expert, the best bet is to get the SEO add-on to ensure you’re doing it right.

Yes. In case of issue with your WordPress, we’ll do our best to fix the mobile view based on the hours allocated.

We usually update plugin on Daily basis. Ensuring that your website gets updated as frequent as possible.

Yes. We do safe update for Super and Advanced plan.

Safe update allows use to roll-back to previous version in case anything happens quickly without relying on backup.

In short, it is to make your website loads faster. A fast website helps with SEO ranking and avoid visitor’s frustration.

Content Management is any edits to the WordPress that only involves the text, menu, image and some layout rectifications.

While WordPress Fix and Edits refers to more technical side of editing such as fixing responsive issues, edit plugin and WordPress settings.

1. Provide context – Location (URL), Screenshot

2. Clear Instructions
a. Avoid partial editing of sentences and word. i.e, “remove this sentence and replace with”
b. Do instead: replace a whole content. i.e, “Replace the paragraph with the following”

3. Provide materials
a. Images (see our guide on image dimensions and formats)
b. Button link / URL
c. Downloadable materials

Lack of context and materials will increase back and forth communicated, delaying your request queue and increases the hours usage.

Due to our expertise in WordPress, we can accomplish a few tasks in one hour.

Below are some examples of common tasks and the average time it takes. Of course, the actual task varies depending on the complexity and volume of tasks per request.
1. Update menu items: 5 minutes
2. Publish a simple post (including image optimisation): 10mins
3. Publish a complex post with elaborate data fields (10-20mins)

Combining multiple tasks in one request is the way to go! However, it’s even more important to provide complete information and the complete materials.

Lack of materials and incomplete instructions will only drag the time further or cause delays due to the back-and-forth. The less back-and-forth we need to do, all the better for the both of us.

The best way is to provide the complete information beforehand. Should there be any further clarifications, we shall reply to you.

Timing the task applies to:
– Planning
– Development
– Image optimisation
– Tidying up data for bulk upload

Provide full content is the best way.

For example:

1. Instead of individually pointing out multiple corrections in paragraph, ask to replace the whole paragraph with a new one where the corrections are made.

2. If re-arranging content sections in a page, provide the finalised new arrangements.

The backup is done automatically using our systems which is connected to your WordPress website. The backup time is done at night so it won’t affect your visitor usability.

Unfortunately you can’t. You can request us to restore the website at any point of our service.

We keep backup up to 30 days.

Our global support team ensures that someone will always respond to your needs. However, if you have a critical event that may affect your traffic, such as product launches or exhibitions, please let us know in advance so that we can monitor the traffic surge and manage issues that may arise.

Most of the times, we will deploy fixes without editing the custom plugin to avoid future issues and also for scalability. IF we have to edit the custom plugin, we will be sure to log the notes about it for future reference.

As long as it’s within the WordPress Fix and Edit limit of your plan, we are happy to do it. Bear in mind that an hour of that limit is reserved for routine maintenance and resolving minor issues. This also means that it’s for fine-tuning the current plugin features, not a major redevelopment. We will advise you on case-by-case basis upon request.

Below are typical breakpoints:
– Mobile (potrait) 320px,- 480px,
– Mobile (Horizontal) – Tablet; 768px – 1024px,
– Small Desktop: 1280px – 1300px
– Desktop: >1301px and above

However, your website setup (theme and plugin) may be different and we’ll try the best approach based on your setup limitations.

Malware removal can be an extensive process, especially for severely damaged websites. If you come to us with a malware-infected website, we need to clean it up first. Hence, to be fair, we only offer it for free for annual plans as a peace of mind.

We will do our best to recover your website’s data, but depending on the severity of the damage, we can only restore your website based on the backup you have. If the damage is minor, we may be able to recover most of your data. Our team will advise you on the expected outcome based on our evaluation.

If your website has been professionally maintained (either by us or someone else) and hosted on a very good reliable host, hacking is rare as we constantly monitor and have done the security hardening.

However, if your website has been neglected for a period of time, it is highly recommended that you go with atleast Super Care Plan as we do cover more advanced security to prevent recurrence, especially if you are a business with a reputation to maintain. We will evaluate your situation and advise you on the best way forward.

Absolutely. Your malware removal will be completed in 5-8 business days. To prevent recurrence, it is best to also subscribe to a WebCare plan.

You get to see your website’s health, see any issues that may come up, logs of the custom works and fixes done as well as all the routine works that were done such as plugin updates, backup.

Absolutely! It’s understandable that you may not understand certain things in the report. Simple email / submit a support ticket the questions you may have and our team will get back to you on it.