Website Support & Management
Once your website is live, there can be many things to maintain, monitor, and update. At Elusive Concepts, we have an expert technical team that can provide ongoing support for your website, from simple content updates and bug fixes to complete server management.
The skills and training of our technical team make us an ideal partner in providing technical support for your website. We offer several monthly support and maintenance plans to perfectly suit your business needs. Our maintenance plans include 24/7 uptime monitoring and quick turnaround times to ensure minimal downtime. In addition, our technical support team can manage your website's security, data backups and recovery, software updates, and domain name management.
Dedicated and Experienced Technical Support Teams
When you choose Elusive Concepts as your support partner, you don't need to be concerned about the technical aspects of your website. We can handle all the technical aspects of managing your website, as well as content updates and and design alterations. If you choose to host your site with us, this is all included in your hosting plan, but even if your site is hosted with a third-party provider, we can work with them to manage your website.
1-on-1 Dedicated Support
We assign one primary technician to your account so that they can be thoroughly familiar with your support needs. You'll be on a first name basis with the technician managing your website and will never have to deal with random support reps. You'll have direct access to your support technician, and they'll have the backing of the entire technical team.
Service Plan Packages
Have a website, but need help?
Our technical support team is on-call to handle all your website tasks.
Need dedicated servers or cloud-based hosting?
Compare All Plan Features
View the full list of features and benefits for our website maintenance plans. Click any feature name for more information.
| Features | Bronze Plan | Silver Plan | Gold Plan | Platinum Plan |
|---|---|---|---|---|
| Ticketing System You get access to our bug tracking system to submit issues directly to your technician and track issues as they are resolved. | ||||
| Dedicated Technician Have a personal technician assigned to you and your website and talk to the same expert every time. They're on-call to manage your requests, edits, design changes, fixes, and troubleshooting. They're also available for consultations and advice. | ||||
| Email Support Get direct email access to your dedicated technician. | ||||
| Phone Support Get a direct phone number to your dedicated technician - no extensions or hold times. | — | |||
| Monthly Reports Get a monthly website health report that details all our maintenance activies – plugin updates, theme updates, malware scans, firewall stats, and more. | — | — | — | |
| Dev / Support Time Each service plan includes a set number of development hours for us to handle maintenance tasks, content and design edits, implement bug fixes, troubleshoot issues, or any other website task. You can also use your time for consultations with your dedicated technician. | 1 hour / mo | 2 hours / mo | 5 hours / mo | 10 hours / mo |
| Additional Time If the tasks you need completed take more than your included time, we'll continue working at a set hourly rate for as long as you need us to. | $100 / hour | $100 / hour | $100 / hour | $100 / hour |
| Features | Bronze Plan | Silver Plan | Gold Plan | Platinum Plan |
|---|---|---|---|---|
| Uptime Monitoring We monitor your website constantly to make sure it's up. If it goes down, we're notified and begin working to fix the issue. | 24/7 | 24/7 | 24/7 | 24/7 |
| Server Updates With administrator acces, we can manage your server's software updates to ensure you always have the latest security patches and software. | Monthly | Bimonthly | Weekly | Daily |
| CMS Updates We update your content management system to the latest version and update any plugins or add-ons. | Monthly | Bimonthly | Weekly | Daily |
| Plugin Updates Our experts will update your WordPress plugins on a daily basis. If there's an issue with the latest update, we can roll any problem plugin back to the previous version for an immediate fix. We can also skip updates on any problem plugin if there are known issues. | Monthly | Bimonthly | Weekly | Daily |
| Theme Updates We'll check your CMS theme on a daily basis and update it for you. This ensures you have the latest features, compatibility fixes, and security patches as soon as they're released. | Monthly | Bimonthly | Weekly | Daily |
| Features | Bronze Plan | Silver Plan | Gold Plan | Platinum Plan |
|---|---|---|---|---|
| Website Backups We backup your website to our secure cloud server on a regular basis, saving space and resources on your server and keeping backups safe. | Monthly | Bimonthly | Weekly | Daily |
| Legacy Backups We store multiple backups of your site, allowing us to restore your site from multiple points in time. | 1 Month | 2 Months | 3 Months | 6 Months |
| Backup Restoration We can restore full backups, partial backups, or even individual files from your most recent backup or any legacy backup. | ||||
| Malware Removal We're constantly scanning your site for embedded malware, including complex and backdoor malware that other security services miss. If we detect any infections on your site, we're notified immediately and begin the removal process right away. | Unlimited | Unlimited | Unlimited | Unlimited |
| User Auditing We can set up user logging to track and log every user action on your site. User audits allow you to review every edit on your site, which user did it, and what IP address it was done from. | — | — | ||
| Website Hardening We can implement custom site security measures to combat hacking attempts, spam issues, nefarious login attempts, and more. | — | — |
| Features | Bronze Plan | Silver Plan | Gold Plan | Platinum Plan |
|---|---|---|---|---|
| Content Edits We can perform website edits and changes upon request, including copy edits, adding sections, new pages, and adding or replacing images. | ||||
| Design Changes We can implement design changes upon request, including layout modifications, mobile adjustments, color schemes, fonts, sliders, and more. | ||||
| Troubleshooting If something breaks, stops working, becomes incompatible, or gets corrupted, we can fix it. | ||||
| SEO Fixes We'll fix your on-site SEO technical errors. If Semrush, Google Search Console, or other SEO audits reporting errors, send us a list and we'll correct them for you. | ||||
| Back-End Changes We can make some modifications to the code that runs your website, including functionality, contact form handling, and organization. | — | |||
| Custom Development Our dev team can create custom code to modify your website's functions, filters, actions, behaviors, and more. | — | — | ||
| 3rd-Party Integrations We can integrate 3rd-party services with your website - Instagram, Twitter, booking forms, newsletter providers (MailChimp, etc), CDNs, analytics, custom DNS Cname records, and more. | — | — | ||
| Optimizations We can improve your site's speed and load time through technical fixes, caching, image compression, CDN setups, source file minification, script deferrals, preloads, and other techniques. | — | — |
| Features | Bronze Plan | Silver Plan | Gold Plan | Platinum Plan |
|---|---|---|---|---|
| Emergency Support Sometimes errors pop-up outside business hours and you need them corrected immediately. Whether it's your website going down, a DNS error, hacking attempts, or anything else, we can provide 24 hour emergency support for an additional fee. | $200 / hour | $200 / hour | $250 / hour | $250 / hour |
| E-Commerce Support We'll help with your online store's ongoing technical needs – product edits and additions, subscription setups, payment processor integrations, shipping options, customized store features, and more. | — | + $100 / month | + $100 / month | |
| Advanced Calendars If your site uses an advanced calendar that allows management of bookings and appointments, we can help deal with any issues that arise. | — | + $50 / month | + $50 / month | |
| Events & Tickets If you offer events or sell tickets online, we can support, customize, setup, maintain, and fix these functions. We can also support e-commerce integrations with ticketing services | — | + $50 / month | + $50 / month | |
| Membership Sites If your site offers memberships or offers private content for select users, we can support it. We can help with member-only discounts, products, menus, pages, page sections, categories, blog posts, wholesale pricing, and more. | — | — | + $50 / month |
Need more robust support or a large, dedicated team?