Let's make sure your website is serving your needs and helping you reach your goals

Your support time can include content updates, small design improvements, training and troubleshooting, social media linking, and any task taking less than 30 minutes each that we fit within your monthly support time. 

Larger requests (e.g. adding new features, creating custom designs, major plugin updates, site redesign) typically take longer than the dedicated time included in Care Plans. These will be billed hourly (at a discounted rate) or require a separate project quote.

If you have website requests that require more than your dedicated monthly time, or that take more than 30 minutes, we can either bill you hourly at our Care Plan rate, or provide a separate project estimate for you. If you prefer not to go over your Care Plan hours, sometimes tasks can be re-prioritized and scheduled for the following month. 

Another option is to to upgrade your Care Plan for a month or two, and drop back down to your current rate later.

Monthly time does not roll over. It is there to reserve your place in our schedule for dedicated time and resources. Updating content regularly helps your customers see your website is active and current, and it also helps with behind-the-scenes things like search engine rankings. So we encourage you to use your support time each month.

When all goes well, making updates and backups is a straightforward task. But it's very important to understand how to be prepared to recover your site if things do go wrong. You must have a reliable and restorable backup before making any updates. If anything goes wrong during an update, your site could break, which could cost you 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.

Possibly, but you would need to check the details of your hosting plan to know for sure. Many (but not all) of the better web hosts do offer site backups. However, what happens if the web host has a major problem and loses your site AND the backups? How accessible are those backups, and how do you restore your site if anything goes wrong? Will they do it for you? Will you need to hire a developer to do it?

Web hosts typically do this in a "top down" approach, where they keep their network and servers backed up, and your site is one of many included in these batch updates. You site may break in terms of layout or features, but as long as it is technically "up", your web host won't know if something isn't working or help you fix it if it's not a server problem.

Surelutions keeps off-site backups for you, so that if something goes wrong on the host, we have you covered. We take the time to personally check your website for upgrades, backups, security, and plugins updates, and make sure things are up and running.

The purpose of setting up security on your website is preventative care, so we hope to prevent anything from happening. But if a problem does occur, we will assist with communicating with the web host on your behalf to get everything back to normal. We cannot guarantee that your website will not be hacked, but we will do everything in our power to prevent it and assist in the restoration of the website with one of our backups.

If you have a website built by Surelutions, and are a small nonprofit club who is handling all content updates in-house, we can offer a basic Maintenance Package for you at a discounted rate.

The package includes:

• WordPress security monitoring and backups
• Core & plugin updates
• Tech support for security issue
• License renewal for select premium plugins.

It does not include any content updates or support time. Those services can be quoted on an hourly basis.

Contact us for pricing and availability.

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.

NEW! In our VIP Care Plan, we now have the option of unlimited website support tasks, less than 30 minutes each.

A plugin is a WordPress tool that adds special functionality. Surelutions has a developer license for select premium plugins which we are authorized to use on our clients' websites. Purchased individually, these cost hundreds of dollars annually per website.

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:

• Backup Buddy
• iThemes Security Pro
• Gravity Forms and Add-Ons
• WP Rocket
• Beaver Builder & Add-Ons
• ... and more

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 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 will 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.

Just request a cancellation via email to contact@surelutions.com, and we will finish out the current month and provide the documentation you need to take over your own site maintenance. You will be responsible for payments through the current billing cycle, and we will stop your next payment.

If you feel that you not are using your support hours, let us know and we can discuss whether changing your plan or collaborating on goal setting may be more useful. Either way, we're here to help.