White Glove Support Membership
You've made a wise decision to subscribe to my White Glove Support. Congratulations! Now, you no longer have to worry about updates, security, performance and so much more. I'll handle all that for you — 24/7.
Please review and bookmark this page for future reference.
Table of contents
The first week of each month you'll receive my Intelligence Briefing noting all the updates made to your site in the month before. You'll also get an SEO, backup and security overview.
On occasion I may send special notices during the month about issues that need to be brought to your attention. This will only occur for time sensitive topics.
I will not process my recommendations without your approval. If you do not want to integrate or address the issues I recommend, and would prefer I handle them for you, just shoot me off an email with your approval,
I'll take it from there.
One WGS Plan = One WordPress Website Installation
Each White Glove Support Plan applies to one single WordPress website installation. This is your primary live website.
Your plan's consulting and site tweaking time allowance applies to the website environment that is subscribed to WGS. White Glove Support Plan services and support do not carry over to staging sites, additional 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. Changes made to staging do not display on your live site and visa versa. More on staging sites here.
Severely outdated sites may incur additional charges before your White Glove Support plan can be set up. I will notify you if, in fact, this is the case before any additional fees are incurred. In these situations, I prefer to test the update process first on a staging site before doing updates on your live site. Plan on one hour of additional charges before your White Glove Support plan can begin.
Support requests for websites/installations other than those subscribed to WGS will incur separate and additional fees.
The Purpose of White Glove Support
The primary purpose of White Glove Support is for me to watch over your site and proactively address any issues that may arise. And in my experience issues will arise. It is not uncommon for plugin conflicts to occur which requires an immediate troubleshooting process.
In these situations I may have to get to work and/or utilize your consulting allowance to investigate issues that my oversight indicates must be addressed. Examples include:
- If your site is timing out or your site goes off line.
- If it appears a plugin is causing a conflict after an update.
- Your site is hacked.
- Performance degrades for unknown reasons.
- Concerns about WordPress, Theme or Plugin updates — before implementation.
- Concerns that require I investigate an issue so I can provide options to you.
By subscribing to WGS you understand that when situations such as the above arise, that I will use your included consulting allowance first. If more time is required, you may incur additional charges for the time necessary to investigate and remedy the issue in order to keep your site operating properly.
HELPER PLAN: The Helper Plan is my most basic update, security check and SEO tracking (aff) plan. It does not include any consulting or troubleshooting allowance. When a conflict occurs, time required to troubleshoot and resolve will be invoiced at my VIP rate.
You will be advised via an email from me when any of the above situations occur to let you know that I am proactively involved in investigating and resolving the issue at hand. When this happens, your prompt response to any questions I may have will be greatly appreciated.
If possible I will also provide options so that you can then provide your direction. However, if your site is off-line, down or hacked, I will go into recovery mode and do what I need to in order to get your site live and operational.
Please be cognizant of the number of support emails between us as each email can contribute to your plan's time allowance.
Scheduling a Coaching Session
You have the option of using your plan's included time for a live videocon or screen share session. You can view the available time slots and can schedule the time you need here on my site.
It is common for me to be booked a week in advance. If you have an emergency or time-sensitive request, shoot me off an email with a couple available times and I'll do my best to accommodate your schedule.
Additional time or videocons will be invoiced on the first of the following month. All plans enjoy a reduced hourly VIP rate for any time above and beyond what is included in your plan.
Premium Plugins
Premium plugins (aff) offered to White Glove Support Members will be uninstalled when your subscription is discontinued or a habitual past due account balance.
Cancellations…
- You agree to WGS for at least three months. Sadly, I've had folk sign-up just to get their site updated at my VIP Rate.
- If I do not receive all the setup information requested to get your website added to my system within 48 hours of your sign-up, I will refund your subscription fee.
- If I need to cancel your plan, I will provide as much notice as possible and any appropriate pro-rated refund.
- If you cancel your White Glove Plan, any unused time must be used before the plan ends and then will expire at the time that your White Glove Plan ends. There are no refunds for unused time.