WordPress White Glove Support TOS
What You Need to Know
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:
Severely outdated sites may incur additional charges before I can set up your White Glove Support subscription.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
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
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.