Support, Security and Maintenance Program
In addition to our design and development services, ZOIK provides professional WordPress support and maintenance services, including 24/7 security monitoring, cloud-based redundant backups, regular updates to WordPress core, and plugins, plus support desk for telephone, email and video help.
What is included in our support?
We will manage WordPress and Plugin Upgrades. WordPress upgrades are important to protect content and ensure visibility on the latest browsers. Upgrades will be managed by ZOIK. Timing of scheduled updates will depend on the age and customisation of your project. But, we can’t guarantee a third-party plugin will work with future WP updates.
ZOIK cannot warrant that a third-party plugin will be compatible with the latest version of WordPress. When incompatibility occurs we will investigate a suitable replacement and provide a quote to replace it.
2. SECURITY AND SCANNING
Our Premium service includes daily backups to an independent web account and 24/7 scanning for breaches.
If we identify a breach we will alert you and work with you to resolve the issue. In a situation where the breach is terminal we will implement Site Breach Assist.
3. SITE BREACH ASSIST
It is important to understand hacks can happen. We don’t guarantee your site will be unbreachable, instead we give you a plan and assistance if your site is affected by malware, denial of service attack, hacks on operating system, SQL injection attacks, input validation attacks.
ZOIK’s Site Breach Assist recovers your site’s application and database files using CodeGuard’s cloud based backup service. If necessary, we can install the site on a new server. The service requires rolling back to a previous point in time which may be days, weeks or a month earlier. For this reason content or data stored ‘post-roll back’ cannot be recovered. The premium plan covers one Site Breach Assist per annum – which we hope you will not need. If, however, your site is breached we will review and discuss your site security and hosting.
4. TELEPHONE, EMAIL AND YOUTUBE TUTORIAL HELP
Premium support clients receive a response via email or telephone within 24 hours (usually 5 hours) on Monday to Fridays. If you need help with admin editing this may include over the telephone help, email and YouTube video tutorials at no charge.
Please read our full terms and conditions below and read our extensive Commonly Asked Questions here
* Cost per site. Excluded GST. All prices are current at 01/01/16, subject to change.
Terms and Conditions of Service
(2) Site Breach Assist is a commitment by ZOIK to re-install your site using available online back up services. The process involves restoring your site back to a previous version, before it was infected. We do not warrant that 100% of data will be recovered.
(3) Coverage parameters specific to the service(s) covered in this Agreement are as follows:
– Telephone support : 9:00 A.M. to 5:00 P.M. Monday – Friday. Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however, there will be a backup answer phone service.
– Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
– Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day
(4) Help Desk Response does not include the provision of new content or features. We will however, provide you with a quote to undertaken this work.
(5) Help Desk Response within the following time frames: – 0-8 hours (during business hours) for issues classified as High priority. – Within 48 hours for issues classified as Medium priority. – Within 5 working days for issues classified as Low priority.
(6) Help Desk Service is governed by ‘Fair Use’. You agree that ‘fair use’ reflects the fee paid, and should not adversely affect access for other customers. ZOIK reserves the right to revoke or place limits on the service at any time.
Common Questions and Answers
How reliable are cloud backups?
Backups are stored on Amazon Web Services Simple Storage System, known as S3. S3 boasts object durability levels of 99.9%, achieved by storing redundant copies of data across multiple geographies and facilities. S3 is not the cheapest alternative for data storage, but it is one of the most reliable.
Does this include Hosting?
No. Our premium and enterprise support plans are in addition to standard hosting, which we manage on a dedicated Uber Global Virtual Private Server. You can read more about our hosting service here. We don’t need to host your site to offer Premium Support.
What happens if my site is compromised or flagged as Malware?
Firstly, we will try to remove the identified malware. If this is not practical, we will roll back using our backup service, and restore the website to a date prior to when the malware was identified. We use CodeGuard software which automatically detects and instantly sends change alert emails.
Are there any limitations to this protection?
The digital landscape is changing rapidly. Our monitoring system has been reliably supporting our security and backup system since early 2014. However, we do not provide 100% protection guarantee, instead we offer a vigilant monitoring service and redundant cloud-based backup if your site is breached.
Do I need to change web hosting providers?
No, you do not need to be hosted with us to receive support from ZOIK.
Can I cancel at any time?
Yes, but unfortunately we cannot refund any prepaid payments.
How quickly do you complete my support request?
Generally we will reply during business hours on the same day as your request. Please refer to the T&C for full details.
I have more than one website, can you still help me?
Yes we can, but please understand that each site requires the same amount of dedication and there are no discounts for multiple websites.