Support

Support & Site Care

We truly value your website and understand how crucial ongoing care is – it’s like giving your car a regular oil change for top-notch performance.

Explore our range of care plans below designed exclusively for our WordPress clients to cater to every level of support, ensuring your custom site investment stays in tip-top shape!

Our Exclusive Client Care

  • Every site we launch grants our clients access to our support team for the life of their site. There’s no ongoing retainer necessary — We simply invoice once a month for the actual time spent on tasks. If the time spent is less than 15 minutes for the month, no invoice will be sent. Our aim is to provide clients with peace of mind, encouraging them to reach out for minor issues or questions without the worry of incurring additional costs.

    Important Note: To ensure we can offer you top-notch support, it’s very important to stay on top of daily site backups and keep your plugins, theme, and WordPress core up to date. If your site maintenance tasks fall behind, it might impact our ability to provide the support you need. Need assistance keeping up with these weekly tasks? Check out our Routine Care Plan below.

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    Routine Care Plan

    $79/mth ($69/mth annually)

    Our Routine Care Plan is highly recommended for every client, ensuring your site stays in prime condition, safeguarding your investment, by covering essential WordPress maintenance tasks.

    This package encompasses routine monthly updates for WordPress core and plugins, 24/7 uptime monitoring, daily malware scans, secure daily backups, activity logging, database optimization, DNS management, and a detailed monthly client report.

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    Premium Care Plan

    $299/mth ($249/mth paid annually)

    Our Premium Care Plan is truly the elevated choice, going beyond routine maintenance to provide advanced hands-on support tailored for optimal performance. This package is designed to elevate your online presence further by ensuring it thrives long-term with meticulous care and attention.

    This package includes white-glove WordPress core and plugin updates, 24/7 uptime monitoring, daily malware scans, secure daily backups, activity logging, database optimization, DNS management, monthly client reports, a non-accumulative 1-hour monthly support credit, image optimization, semi-annual PSI audit & optimizations, hacking recovery assistance, priority support requests, semi-annual accessibility audit, PHP upgrades, and theme core updates.

  • Billed Monthly
  • Billed Annually
1

Routine Care Plan

$79/Mth

2

Premium Care Plan

$299/Mth

1

Routine Care Plan

$69/Mth

2

Premium Care Plan

$249/Mth

  • Weekly WP Core Updates

    We check weekly for new WordPress core releases, updating your site carefully and checking theme compatibility. Before each update, we back up your site for security and stability.

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  • Weekly Plugin Updates

    We perform weekly plugin updates, checking for any potential issues to ensure your site looks and functions smoothly. Prior to each update, we conduct a backup for added security and stability.

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  • 24/7 Uptime Monitoring

    Continuous 24/7 uptime monitoring notifies us instantly if your site goes down. This allows for a quick assessment and prompt efforts to bring your website back online.

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  • Daily Malware Scans

    Given WordPress’s vulnerability to hacking and malware, these regular checks help detect and remove potential security threats, ensuring your site stays secure.

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  • Daily Backups

    We use two layers of daily backup protection: backing up through your host and keeping an offsite backup. This keeps your data safe and allows us to restore your site if needed, ensuring peace of mind.

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  • Activity Logging

    We’ll implement an activity tracker to monitor all changes made, protecting your content and theme. This log helps quickly identify and address any issues for a secure and smooth-running website.

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  • Database Optimization

    Weekly database optimization enhances speed, performance, and overall user experience, ensuring a healthy and responsive website.

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  • DNS Management

    If you need help setting up DNS records or encounter issues like site downtime due to a domain problem, our team will handle the technical details.

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  • Monthly Client Report

    On the 1st of each month, we’ll send a detailed client report highlighting the tasks performed on your site the previous month. This overview keeps you in the loop about your site care and provides insights into your site’s well-being.

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  • 1 Hr Support Credit Monthly

    Receive a one-hour support credit every month (valid within that month) to use for theme edits, content entry, optimization, plugin customizations, or any other tech support needs.

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  • Priority Support Requests

    With our priority support feature, your emails take the express lane to the top of our to-do list. This ensures a prompt response and dedicated assistance for your requests.

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  • Semi-Annual PSI Audit & Optimization

    This biannual audit focuses on boosting your site’s speed and improving your Google Core Web Vitals scores. The scheduled service includes a 30-minute initial assessment, followed by 1 hour of site & theme optimization work.

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  • Semi-Annual Accessibility Audit

    This biannual service examines your site’s ADA compliance through a fresh WAVE audit, identifying any new accessibility issues. The scheduled service includes a 30-minute initial assessment, followed by 1 hour of site an&d theme optimization work.

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  • Image Optimization

    Optimizing images, including creating and serving WebP versions on the fly, is key for top site performance. We cover the cost and set up automatic optimization for images upon upload.

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  • PHP Upgrades

    We work closely with your hosting team to manage PHP versions, ensuring your site stays up-to-date with new stable releases. Before any update, we back up your site for security and stability.

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  • Theme Core Updates

    Alongside updating to the latest WordPress releases, we’ll also make necessary improvements to your custom theme’s core files. Before each update, we prioritize the security and stability of your site by performing a thorough backup.

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  • Hacking Recovery Assistance

    In the unlikely event of your site being hacked or infected with malware, we’ll take care of hiring and managing an expert team for malware removal, covering the associated costs for the removal service.

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Comprehensive Site
Audit & Optimization

An ‘a la carte’ support service — $549

Developed to keep your website at its best, this service includes a thorough audit for both performance and accessibility, an in-depth evaluation of your theme code and plugins, and a general site health check.

We recommend this assessment for our clients at least once yearly (unless you’re on our Premium Care Plan) to ensure your website consistently aligns with the latest principles and trends, guaranteeing optimal functionality and user experience.

The service includes a 30-minute initial audit, followed by 2 hours of site & theme optimization work based on the audit. At the end of the time spent, a detailed follow-up will be provided to discuss the work done, overall site health, and any outstanding recommendations (to be quoted & scheduled separately).

Enjoy our hassle-free, flexible support offerings.

  • What is the process for making support requests?

    You can always reach our support team via email at [email protected]. Alternatively, you can use the support beacon on your WordPress site’s dashboard for quick assistance. We’re here to help and value our long-term relationship with our clients!

  • Do you provide support services for sites that were not originally created by your team?

    Unfortunately, no. We can only offer support, revisions, and maintenance for sites coded by our team, as each web team has different coding and theme setup methods.

  • How are hourly rates calculated & billed for support tasks?

    For minor support tasks taking under 3 hours, we charge in 15-minute intervals at our hourly rate of $180. At the end of the month, you’ll receive one consolidated invoice for the total accumulated time.

    If your total time is less than 15 minutes for the month, no invoice will be sent per our complementary Basic Care Plan.

  • Do you offer half-day or full-day rates for more substantial support tasks?

    Yes! For tasks requiring more detailed site work, our half-day rate of $500 provides a discounted 3 hours of fully dedicated support.

    Similarly, our full-day rate of $1000 allows for a discounted 6 hours of fully dedicated assistance, offering cost-effective options for extended support.

  • Can I access your hourly support or day rates if I’m not subscribed to a paid care plan?

    Yes, definitely! As long as we originally built your site, you can access our support team.

    Important Note: To ensure we can offer you top-notch support, it’s super important to stay on top of daily site backups and keep your plugins, theme, and WordPress core up to date. If your routine site tasks fall behind, it might impact our ability to provide the support you need. Need assistance keeping up with these weekly tasks? Check out our Routine Care Plan.

Support Stories

  • “The Made to Thrive team is always a pleasure to work with. I love that they have an option for monthly continued maintenance so I know my site is always up-to-date and backed up, plus I have a trustworthy source for any support I need.”
  • “I’m grateful for the team at Made to Thrive! Lindsay and Sam are so knowledgeable and helpful with WordPress, and the support they give is really fantastic. I have worked with MTT for three years and can’t wait to see what we do together in 2024. I couldn’t do what I do without them!”
  • “Working with Made To Thrive was the best decision I made for my website. I’ve since utilized their services for smaller projects and am reminded as to how easy they are to work with and how professional they are. I wouldn’t build another site without their services! They are invaluable!”
  • “Working with Made To Thrive provides us with peace of mind. They are always great at communication, follow-through and I know that if I have an issue, I’m not on my own and it’s the one thing I don’t have to worry about. They go above and beyond every single time!”
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