What counts as a small change?
An edit to existing content or settings that takes under 30 minutes: replacing a text or an image, adding a menu item, changing a form recipient. Each plan includes a monthly allowance, and unused time does not carry over. New features, new page designs and anything larger are quoted before we start.
What happens if an update breaks something?
We check the site after every update. If an update we applied causes a fault, we fix it or roll the site back, at no charge. If a fix needs real development, for example an extension that is no longer compatible, we restore the working version first and quote the fix.
What happens when the site goes down?
Monitoring alerts us within minutes. We find out whether the cause is the website or the hosting, do what can be done from our side and write to you with what happened: the same working day on Commerce, by the next working day on Essential and Business. There is no cover at night or at weekends.
What if a site in your care gets hacked?
Once a site has been in our care for three months, the incident assessment is at no charge on every plan, and on Commerce the cleanup is included once per year. This does not apply when the cause is a leaked or shared password, software or changes added by someone else, or a breach of the hosting account. In those cases recovery is quoted separately.
Where are the backups kept?
Outside your hosting account, encrypted, so a problem at the host cannot take the backups with it. Restoring a backup at your request is included in every plan.
What happens during onboarding?
Technical onboarding and an initial security audit are included. Before ongoing care starts, we review the website, run a full security audit, configure monitoring and backups, establish a recovery point and identify any issues that need attention. If the site requires significant repair, malware cleanup, major upgrades or other remediation before it can enter care, we’ll quote that separately first.
What does a security audit check?
Core version and support status, extensions, plugins and themes with known vulnerabilities, suspicious file changes, malware indicators, administrator accounts and privileges, exposed files and insecure configuration, and file integrity where it can be verified. The scan does the checking and we review the findings. On Commerce the scans also cover checkout, login and account security. An audit is a regular check for known vulnerabilities, suspicious files, configuration issues and other detectable security risks. No scan can prove that a website is secure.
What counts as a minor security fix?
The same as a small change: under 30 minutes of work, such as removing a leftover file, closing an exposed setting or removing an unused administrator account. Anything larger, such as replacing an abandoned extension or cleaning up malware, is quoted before we start, apart from the cleanup already included on Commerce.
How is the monthly arrangement handled?
Plans are priced per calendar month, with no annual commitment. Changes and cancellations take effect at the next monthly renewal when requested before that renewal. Scope and the start date are agreed during onboarding.
Are hosting and paid licenses included?
No. Hosting, domains and paid extension or plugin licenses remain separate. Your website must run a supported platform, with valid licenses for software that requires them.
What if my website is already broken or hacked?
We assess the issue first and quote any recovery or remedial work separately. Maintenance starts once the website is suitable for the agreed care plan. Care lowers the risk of an incident. It is not a guarantee against every one.
Do you support Laravel or custom applications?
Care plans cover Joomla and WordPress websites. Support for Laravel and custom applications is agreed per project, usually as part of the development quote.
