WordPress White Glove Support TOS

White Glove Support Subscription

When you subscribe to my support, you no longer have to worry about backups, updates, security, performance, and much more. I’ll handle all this for you — 24/7. Your first month is payable in advance before any setup can begin. After that, you will be invoiced monthly for your program.

Each month, you’ll receive a comprehensive PDF report (15-20 pages) noting all the updates to your site from the month before. You’ll also get an SEO, performance, backup, and security overview. Plus, any information or recommendations I may have to help you with your website.

Occasionally, I may send special monthly notices about time-sensitive issues that need to be brought to your attention. Your quick response to all emails will be appreciated.

I will not process my recommendations without your approval. If you do not want to integrate or address the issues that I recommend or prefer I handle them for you, email me your consent, and I’ll take it from there.

The Intent of White Glove Support

The primary purpose of White Glove Support is for me to watch over your site and meaningful analytics. Your site will be updated as needed in real-time while proactively addressing any issues that may arise (with the bonus of included consulting time each month.)

In my experience, problems will arise. It is not uncommon for plugin conflicts to occur, requiring immediate troubleshooting

In these situations, I will utilize your package’s available time allowance to investigate issues my oversight indicates must be addressed. Examples include:

  • If your site is timing out or your site goes offline.
  • If it appears a plugin is causing a conflict after an update.
  • Your site has security concerns.
  • Performance degrades for unknown reasons.
  • Concerns about WordPress, Theme, or Plugin updates — before implementation.
  • Circumstances that require I investigate to provide options to you.

Severely outdated sites may incur additional charges before I can set up your White Glove Support subscription. I will notify you if this is the case before any additional fees are incurred. In this situation, I prefer to test the update process on a staging site before updating your live site. Plan on one hour of additional charges before your White Glove Support subscription can begin.

You will be advised via email when any of the above situations occur to inform you that I am proactively involved in investigating and resolving the issue. Your prompt response to any questions I may have will be greatly appreciated when this happens.

By subscribing to WGS, you understand that I will use your included time allowance when these situations arise. If more time is required, you may incur additional charges for the time necessary to investigate and remedy the issue to keep your site online and operating correctly.

If possible, I will also provide options so you can provide your direction. However, if your site is offline, down, or hacked, I will go into recovery mode and do what I need to get your site live and operational if possible.

Please be mindful of the number of requests/support emails between us,
as each can be applied to your consulting time allowance.

One WGS Subscription = One WordPress Website Installation

  • Each White Glove Support subscription applies to one single WordPress website installation. Usually, this will be your primary live website.
  • Your first month’s subscription payment is due before any setup can commence. Subsequent months will be invoiced via email on the 1st of the following month.
  • You agree to commit to an initial 3-month term to give us a chance to address all issues and start building statistics for us to track and react to.

Your time allowance can be used for consulting or site tweaking and applies to the website environment subscribed to WGS. White Glove Support services and support do not carry over to staging sites, other websites, or subdomains.

A staging site is a separate additional copy of your live site, which you can use to test changes or updates to your website without affecting your live/production website. Staging sites can also be referred to as sandboxes or development environments. Modifications made to staging do not display on your live site and visa versa — more on staging sites here.

Support requests for websites/installations other than those subscribed to WGS will incur separate and additional fees.

My WordPress Support Includes

  • WordPress and Plugin Updates: Updates will be processed as needed. This includes informing you how updates may impact your setup and what to do, including, if necessary, holding off on certain updates until I can confirm we are good to go.
  • Daily Database Cloud Backups: Off-site (not on your server). How do you get to the backups stored on your hosting server if your server crashes or backups are compromised? Off-site backups are mandatory. This allows us to quickly restore your site or move it to another web host if needed. 
  • Daily Security Checks: Daily checks to detect malware and if your website is blacklisted. The last thing you want to discover is that Google is warning searchers that your site has malware.
  • SEO Guidance & Reporting: You’ll receive a 15-20 page personalized Business Intelligence Report [PDF] reflecting your site performance, activity, and analytics for the entire month before. Your briefing will also include tracking your keyword ranking changes, traffic/session activity, who your search competitors are, and how you stack up against them. You no longer have to find, monitor, and track your keywords separately. Instead, I will provide the critical metrics for your website in one monthly report. Your report also gives you a timeline of how you rank, better or worse, and tracks your ranking positions.
  • Link Monitor is a powerful broken link checker that regularly scans your entire WordPress site for broken links. Broken links give a poor user experience and can ding your SEO. Now, you can address and properly redirect any broken links every month.
  • Are you running WooCommerce? With my Premium Support, you’ll get a round-up of your transactions, including gross and net sales, coupons used, and shipping costs.
  • Performance Status: A slow website will impact your business negatively. Not only with frustrated site visitors, but speed is an important ranking factor with Google. I will guide you on what needs improvement to up your score. It is essential to benchmark your website performance regularly and react if something needs attention.
  • Brainstorming/Strategy Consulting: Want to discuss your report? Have questions about how to use the provided data to improve your site? Then, use your included support time for a monthly strategy planning videocon.
  • 24/7 Uptime Monitoring: I’ll know when your website goes down so we can get it back online before anyone notices.
  • Consulting: 30 minutes included each month.

Scheduling a Coaching Session

Once you sign up, I’ll provide a private URL that you can bookmark and view my availability so that you can schedule a videocon as needed.

It is common for me to be booked a week in advance. However, if you have an emergency or time-sensitive request, email me with a couple of available times, and I’ll do my best to accommodate your schedule.

Additional time or videocons beyond your subscription’s time allowance will be invoiced on the first of the following month.

Cancellations…

  • I will refund your subscription fee if I do not receive all the setup information requested to add your website to my system within 72 hours of your sign-up.
  • If I need to cancel your subscription, I will provide as much notice as possible and any appropriate pro-rated refund.
  • If you cancel your White Glove subscription, you need to use any unused time before your White Glove subscription expires. Unused consulting time does not roll over from month to month.
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