Client Support & Site Care

Frequently Asked Questions

• What’s the difference between the Routine and Premium Care Plans?

  Our Routine Care Plan covers the essential ongoing maintenance we recommend for every WordPress site, including weekly WordPress core and plugin updates, 24/7 uptime monitoring, daily malware scans and backups, database optimization, DNS management, and monthly reporting.

  Our Premium Care Plan includes everything in Routine, plus 1 hour of prepaid support each month for website updates, refinements, or other support needs. Premium clients also receive priority support, performance and accessibility audits, image optimization, activity logging, PHP and theme core updates, and hacking recovery assistance.

• Which care plan is right for me?

  Routine is a great fit if you want our team to handle the essential maintenance, monitoring, security, and updates that keep your WordPress site healthy behind the scenes.

  Premium is designed for clients who want a more hands-on level of care. You’ll have 1 hour of prepaid support each month to use toward website updates and refinements, along with priority assistance, ongoing optimization, and additional attention to performance, accessibility, and overall site health.

• How much do your Monthly Care Plans cost?

  Our Routine Care Plan is $79/month and our Premium Care Plan is $299/month. Both plans can be billed monthly or annually, depending on your preference.

• Do I need a Monthly Care Plan to access your support team?

  No, as long as we originally built your site, you’ll continue to have access to our support team whether or not you’re enrolled in a paid care plan. You can reach out for occasional questions, updates, troubleshooting, or other support needs and we’ll bill based on the time required.

  We do require your site to stay properly maintained, including regular backups and keeping WordPress core, plugins, and your theme up to date. If those routine maintenance tasks fall behind, it may impact our ability to provide support. If you’d rather have our team handle that for you, our Routine Care Plan is designed to take those tasks off your plate.

• What is the process for making support requests?

  You can reach our support team anytime at support@madetothrive.com with details about what you need. We’ll review your request, let you know if we need any additional information, and determine the best way to handle the work based on the scope.

  For larger requests, we may recommend dedicated project time rather than hourly support so we can give the work the time and attention it needs.

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

  For support tasks requiring less than 3 hours, we bill in 15-minute increments at our current hourly rate of $180. At the end of the month, you’ll receive one consolidated invoice for the total support time used. If your total support time is less than 15 minutes for the month, no invoice will be sent.

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

  Yes. For larger requests that require more dedicated development time, we offer a half-day rate of $500 for up to 3 hours of focused support and a full-day rate of $1,000 for up to 6 hours.These options are a good fit for more substantial updates, refinements, or groups of tasks that are better handled together rather than through smaller hourly support requests.

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

  No, our ongoing support, maintenance, and care plans are reserved for websites developed by Made to Thrive, since every development team approaches theme structure, code, and functionality differently. This allows our team to confidently support the websites we know and maintain the level of quality our clients expect.