Website Care, Management, and Support

In addition to the behind-the-scenes work we do to keep your website safe, secure, and running smoothly, we also set aside time each month for support requests you send to our team.

Protect Care Plans include support for website edits and bug fixes such as content changes, uploading images or documents, small design improvements, plugin adjustments, user management, troubleshooting, and any website update that fits within your monthly plan. 

Growth and Partner Care Plans also include support for digital marketing and design such as social media, e-news, and graphic design on or off your website. You can also use your support time for additional planning or strategy meetings in addition to the monthly website review included in your plan.

Not included: Larger requests related to SEO, accessibility, content planning, new features, major updates, ecommerce, landing pages, or page redesigns, typically take longer than the dedicated time included in Care Plans. These will be billed at an reduced hourly rate or planned as a separate add-on project.

If you have website requests that exceed your dedicated monthly time, we'll bill you for the overage at a discounted hourly rate. If you prefer to stay within your Care Plan time, we may be able to break your request into smaller tasks and do a little bit each month. For larger projects, we can provide a separate Add-On Project quote for you. 

If you are consistently exceeding your support time, or have a long list of requests, we can schedule a Care Plan Powerblock work day or a Care Plan Boost (2-hour block) to your monthly plan.

Monthly time does not roll over. Our Care Plans are designed to be a monthly service, and as such we reserve dedicated time and resources for you each month in our queue.

We encourage you to use your support time each month. Updating your website regularly helps you communicate more effectively with your audience, shows your visitors that you are active and involved, and can boost engagement and search engine rankings.

When all goes well, making updates and backups is a straightforward task. But unfortunately, updates don't always go smoothly. So it's essential to understand what to check first and how to recover your website if something goes wrong. You must have a reliable and restorable backup before making any updates. If anything breaks during an update, your site could be inaccessible and cost time and money to fix. This is not to scare you, just a word of caution from someone who has come to the rescue of many broken websites over the years.

Surelutions takes care of a large number of websites each month, so we stay informed as to when certain updates are critical or have known issues. We take the appropriate steps to protect your website and schedule updates so we can carefully evaluate and address any potential conflicts or glitches. We also stay on top of industry news and announcements and know when NOT to make certain updates.

Just like our own health, we focus on maintenance and prevention in order to avoid emergency situations.

Our website care plans focus on preventative care and maintenance, so we do our best to prevent problems. If a major issue does occur, we will assist with communicating with the web host, domain registrar, or plugin developer on your behalf to get everything back to normal.

We cannot guarantee that your website will never have problems or be hacked, but we will do everything in our power to prevent it from happening. If something does go wrong, we make it our top priority to assist in repairing and/or restoring your website with a recent backup.

In some cases, website outages are out of our control. In which case we'll help by working with your domain/hosting provider and keep you updated regarding the status.

Yes, we provide hosting and maintenance-only packages for qualified nonprofit organizations. Packages may include:

• Free migration to Surelutions Agency hosting
• Premium website hosting w/Surelutions (required)
• WordPress updates
• Security monitoring
• Daily offsite backups
• Select premium license renewals
• Care Plan support package are available if you need additional help for your website

This plan is not available to websites with ecommerce, advanced site functionality (i.e. fussy plugins), complex integrations, or multi-site build.

As a Care Plan client, you get access to our web team via our Support Desk. This means you get a dedicated email address to use to submit your requests or issues, which then get addressed by our team (not just one person).

Every Care Plan includes the time needed to keep your site safe, updated, and backed up, PLUS extra time for small requests such as adding or updating content, swapping out images, etc.

Typically anything that takes less than 30 minutes is considered a support request.

A plugin is a WordPress tool that adds special functionality. Surelutions has a developer license for select premium themes and plugins which we are authorized to use on our clients' websites.

Purchased individually, these would cost our clients hundreds of dollars annually. With a Care Plan, their costs are minimal, and often $0.

We don't use all plugins on all clients websites, but here are some examples of the premium plugins annual license renewals we include in our Care Plans:

• Advanced Custom Fields Pro
• Admin Columns Pro
• Advanced Custom Fields Pro
• Astra Pro
• Beaver Builder Pro
• Backup Buddy
• GeneratePress and GenerateBlocks Pro
• Gravity Forms and Add-Ons
• SEOpress
• ... and more

These are marked with an asterisk (*) on Recommended Resources page. If your website has specialized functionality such as a directory, store, or events calendar, there may be additional premium plugins which require a separate annual renewal.

Our Care Plans were originally created for websites we designed in order to continue supporting our clients. We now offer Care Plans to other organizations who have WordPress sites and need long-term support.

We'll start with a Website Audit & Review to familiarize ourselves with your website and see what will be involved with bringing it up to date. Not all developers use the same tools (and not all tools are equal), so we will check if your website is set up with professional-quality themes and plugins that are updateable. After making a full backup of your website, we'll make a list of technical issues that need fixing, software that needs updating, and work with you to set priorities for overall improvements in order to proceed on a monthly plan.

Please note that if it has been a more than a year or two since your site was launched or updated, or if your site wasn't built with professional quality tools, there may be a need for extensive updates which require an additional quote.

Yes, of course. Our goal is to offer long-term, helpful support for you and your website. Although we'd be sad to see you go, we will make cancelling as easy as we can for you.

We ask for 30 days notice so we have time to wrap up your project, finish up your billing cycle, and stop your next payment.

To cancel, send an email request to contact@surelutions.com, and we will finish out the current billing period, make one more round of updates for you, make sure you have admin login to take over your website maintenance.

After your Care Plan is cancelled, we will keep a backup of your site for 45 days. After that time, if you wish to sign up again, there will be an onboarding fee similar to the Audit/Review we do for new Care Plan clients

If you feel that you aren't really using your support hours, let us know and we can discuss whether changing your plan or collaborating on goal-setting for website improvements. Either way, we're here to help.