Support
Support, Security and Maintenance Program
In addition to our design and development services, ZOIK provides professional support and maintenance services, including 24/7 security monitoring, cloud-based redundant backups, updates to WordPress core, and plugins, plus support desk for telephone, email and video help.
Standard Website Support
- Two scheduled WordPress & Plugins updates per annum (3rd party plugin fees may apply)*
- Secure cloud-based backup with Wordfence
- Site Breach Assist
- WordPress Help Desk during office hours
$650+gst per annum. Website must be less than 3 yrs old and an additional fee of $450 per annum applies to e-commerce sites. *Additional cost applies for sites running more than 6 plugins. Fee does not include commercial plugin license fees (if applicable)
Large Site Support (30+pages)
- Two scheduled WordPress & Plugins updates per annum (3rd party plugin fees may apply)*
- Secure cloud-based backup with Wordfence
- Site Breach Assist
- WordPress Help Desk during office hours
$1050+gst per annum. Website must be less than 3 yrs old and an additional fee of $450 per annum applies to e-commerce sites.
We offer WordPress and Plugin Update Service for sites older than three years and operating e-commerce. See below.
Enterprise Level
- Enterprise clients benefit from Service Level Agreements and dedicated resources fit to your individual needs. Talk to us about your needs.
Enquire now for a tailor made quote to suit your business’s needs.
WordPress and Plugin Update Service
Do you need help with a ‘one-off’ update to your WordPress site? We offer WordPress and Plugin Update Service for sites older than three years and operating e-commerce. From $525+gst*, our team will back up your site, update WordPress and plugins, test and replace unresponsive plugins (if suitable replacements can be found).
* Estimate based on a site running WordPress version 5+ and 6 plugins. Additional costs apply where commercial plugin license fees are required.
What is included in our premium support?
1. UPGRADES
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, however, 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 a 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. WORDPRESS HELP DESK – TELEPHONE, EMAIL AND YOUTUBE TUTORIAL HELP DURING OFFICE HOURS
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 WordPress content management this may include over the telephone help, email and YouTube video tutorials at no charge. However, please note this service is to help you complete your task, not do it for you.
* Cost per site. Excluding GST. All prices are current at 01/08/19, subject to change.
