Support Service & Maintenance
From helping in the event of a hack attack and providing technical help with WordPress or Magento, to creating amazing digital marketing campaigns, we want to make sure that we are always on hand to help and support you. As our customer base continues to grow we are also keen to continue providing the fast personal service that has contributed to our success so far. In order to keep your website safer from attack, WordPress and the plug-ins we use to deliver the great features you enjoy on your website, need to be updated regularly. Updating WordPress and the plug-ins used can just be a case of clicking on the update button (see below).
HOWEVER, when making these updates we cannot always guarantee that the new versions will work with each other. To control this and try to avoid any loss of service or functionality, we would like to be making these updates for you. That way we can reduce the likelihood of down time, and manage any technical issues for you proactively as they arise.
We therefore need ALL of our customers to choose ONE of the following service levels:
I am happy to make all updates myself regularly* and accept that an emergency hourly rate will be charged should I need emergency help**
*Emergency support £100 + VAT per hour 9am-5.30pm. £150.00 + VAT per hour evenings and weekends. Minimum £50 charge
**Failure to keep your website updated could lead to you being asked to remove your website from our server.
I would like to have the Global River team make all updates weekly on my behalf and am happy to set up a standing order for £30 per month to cover this*.
* This process will greatly reduce the chance of a hack attack but does not include any remediation work should your site be hacked, nor any work to fix issues that arise from plug-in failure. Should the need arise work will be carried out at the emergency rates listed above.
I would like to have the Global River team make all updates on my behalf and am happy to set up a standing order for £50 per month to cover the updates. In the event of a hack attack or issues arising from any of the updates, remediation work will be carried out by Global River to a maximum of 5 hours per year.
I am already on a WebWorks package and/or SEO with Global River
* Your website will be monitored and updated as soon as required. All work carried out at the (much) reduced hourly rate.
** Any emergency remediation work will be undertaken at the (much) reduced hourly rate.
I would like to go on a WebWorks contract and get the full benefits of regular proactive marketing work as well as FREE cover.
Service Option Form
Please fill in the form on this page and select which Service Option from above, you would like to sign up for.
What coverage do I get with my hosting package?
The following support is already included in your hosting package:
- 100% network uptime guarantee
- Live URL monitoring – Global River will be alerted of any issues that are affecting the performance of your website. The Rackspace team will also be alerted and start to assess the problem
- 24/7/365 Server monitoring
- Daily backups on 2 week retention – Copies of your website can be retrieved from the back up should this be needed.
- Global River team will have access to a Rackspace technical team 24/7 365