Legal Policies
Support Policy
Date of last revision: January 18, 2022
Our support policy is designed to outline the services and support you can expect from us as a customer. We strive to ensure the optimal performance and security of your WordPress website while offering regular updates and comprehensive assistance. Please read this policy carefully to understand the scope of our support services.
Weekly Updates:
At PrettyWP, we understand the importance of keeping your WordPress website up-to-date with the latest software versions. To ensure your site runs smoothly and securely, we will perform weekly updates, including WordPress core updates, theme updates, and plugin updates. These updates will be scheduled at a convenient time for you (mostly on weekends), minimizing any potential disruption to your website’s availability.
Daily Backups:
We value the importance of data security, which is why we will perform daily backups of your WordPress website. These backups will include all essential files, databases, and configurations necessary for complete restoration, in case of any unforeseen incidents. Our backups will be stored securely and will be readily available to restore your website to its previous state, ensuring minimal downtime and data loss. Learn More
Uptime Monitoring:
We recognize that website availability is crucial for your business success. As part of our support services, we will continuously monitor the uptime of your WordPress website. In the event of any downtime or performance issues, we will promptly investigate and take appropriate measures to restore your website’s functionality as quickly as possible.
Google Analytics Setup:
Understanding your website’s performance and user behavior is essential for optimizing your online presence. Our support includes the setup of Google Analytics for your WordPress website. This will enable you to gain valuable insights into visitor traffic, engagement, and conversion rates, helping you make informed decisions about your digital marketing strategies.
Security Optimization:
We take your website’s security seriously. Along with setting up firewalls and fixing any permission issues, we’ll ensure your site is fully protected and running smoothly. Our support includes daily cloud backups, blocking fake Google crawlers, SSL verification, brute force protection, a custom login URL, and daily malware scans. We also monitor your plugins and themes weekly, keep an eye on everything in real time, manage inactive plugins, set up 2-factor authentication, block spam comments, enforce strong passwords, and protect your database and file permissions. Plus, we’ll make sure your site is covered with a strong firewall.
Malware Removal:
If your WordPress website ever gets infected with malware or malicious code, don’t worry—PrettyWP has got your back. Our expert team will quickly find and remove the malware, making sure your site is safe and secure again. We use trusted malware scanning tools and follow the best practices to thoroughly clean up any harmful components, so you can get back to business without any worries. Learn More
Image Optimization:
To enhance the loading speed and performance of your WordPress website, we will optimize the images used on your site. Our image optimization techniques will reduce file sizes without compromising the visual quality, resulting in faster page loading times and an improved user experience. By optimizing your images, we aim to deliver a visually appealing website that performs efficiently.
Speed Optimization:
Website speed is crucial for user engagement and search engine rankings. As part of our support services, PrettyWP will implement various speed optimization techniques tailored to your WordPress website. These techniques may include caching, content delivery network (CDN) integration, code optimization, and other performance-enhancing practices. Our goal is to ensure that your website loads quickly, providing a seamless browsing experience for your visitors.
Website Edits:
At PrettyWP, we understand that maintaining and updating your website’s content is essential for keeping it relevant and engaging to your audience. As part of our support services, we offer limited website editing assistance. These edits include modifications to already designed content on your website, such as text updates, image replacements, changing/adding categories and minor formatting adjustments.
Please note that our website editing services do not cover design support or website setup. Design support refers to significant design changes, customizations, or the creation of new website elements. Website Setup refers to setting up your website with a new themes/plugin, configuring settings, etc.
If you require extensive design support or website setup assistance, we offer additional service options to cater to your needs. Our Design Support Addon provides dedicated design support from our team of experts who can help you with advanced design changes, layout modifications, and customization requests beyond the scope of our regular website editing services. The Design Support Addon is available for an additional fee, and the specifics of the service can be discussed with our support team.
For more general support beyond the scope of our regular services, we also offer an Hourly Support Addon. This addon allows you to request support on an hourly basis for tasks that fall outside the boundaries of our standard support policy. Hourly support can be useful for complex website edits, customizations, or other specialized tasks you may require. The details of and availability of the Hourly Support Addon can be obtained by contacting our support team. Learn More
Troubleshooting:
We understand that occasionally issues may arise on your WordPress website, especially after updating themes, plugins, or making changes to settings. As part of our support services, we provide troubleshooting assistance to help resolve such issues and ensure your website continues to function smoothly.
If you encounter any problems after updating themes, plugins, or changing settings on your website, our team is here to help. We will investigate the issue and work diligently to identify the root cause. Our troubleshooting efforts will focus on resolving the problem and restoring your website’s functionality as quickly as possible.
Please note that while we are dedicated to assisting you, there are certain limitations to our troubleshooting services. Theme or plugin setup/configuration issues should ideally be addressed by the respective theme or plugin developer. In such cases, we recommend reaching out to the developer for specialized assistance. They possess the in-depth knowledge and expertise required to resolve issues specific to their products.
However, if the problem is determined to be within the scope of our support services, we will take the necessary steps to resolve it. Our goal is to ensure that your WordPress website operates smoothly and efficiently.
Plugin Setup/Configuration:
As part of our support services, we offer assistance with plugin setup and configuration for specific types of plugins.
Our support team is available to help you with the setup and configuration of select plugin categories, including:
eCommerce Plugins such as WooCommerce (Care Premium Plan and above): If you have an eCommerce website and require assistance with setting up and configuring WooCommerce or other eCommerce plugins, our team is here to assist you. We can help you configure essential features, such as product listings, payment gateways, shipping options, and other eCommerce-related settings.
Membership Plugins (Enterprise and above): For websites that offer membership or subscription-based services, we can provide support in setting up and configuring membership plugins. Our team can assist you with configuring membership levels, access restrictions, payment integration, and other membership-related settings.
Optimization Plugins: We understand the importance of optimizing your website’s performance and speed. As part of our support services, we can help you with the setup and configuration of optimization plugins. These plugins may include caching plugins, image optimization plugins, or other performance-enhancing tools. Our assistance will ensure that your website runs efficiently and provides a seamless browsing experience for your visitors.
Please note that the availability of plugin setup and configuration support may vary depending on the specific plan you have subscribed to. We recommend referring to your plan details or contacting our support team for more information regarding the plugins covered under your plan.
Theme Setup/Configuration:
Our support team can provide guidance and support in the following areas of theme setup and configuration:
Basic Settings Configuration: We can assist you in configuring the basic settings of your WordPress theme. This includes options such as site identity (logo, site title, tagline), color schemes, typography, layout options, and other general theme settings. Our goal is to ensure that your theme is customized according to your preferences and aligns with your brand identity.
Assigning Pages: We can help you assign pages to specific sections or templates within your theme. This involves setting up navigation menus, assigning the homepage, and blog pages, and configuring blog page settings. Our support team will guide you through the process of organizing your website’s content effectively.
Please note that our theme setup and configuration support focus on basic settings and page assignment. Advanced theme customization, design changes, or template modifications may require our Design Support addon.
For advanced theme customization or design changes, we recommend exploring the theme’s official documentation, seeking support from the theme developer.
Private Label Support:
We offer Private Labeled Support options that allow you to customize the support experience with your company’s branding.
White Label Email Support: With our White Label Email Support, you can use your company’s support email address for all communication with your clients. You can set up an email address, such as support@yourbrand.com, ensuring that your clients receive support directly from your brand. This personalized approach helps maintain brand consistency and strengthens the relationship between your business and your clients.
- White Labeled Support Center: We will customize the support center to match your company’s branding, including logos, colors, and other visual elements. Your clients can access a dedicated support portal that reflects your brand identity, making it a seamless extension of your service.
White Labeled Live Chat Support (Addon): In addition to email support, we offer the option to add White Labeled Live Chat Support to your support services. With this addon, you can provide real-time assistance to your clients through a live chat feature on your website. The chat widget will be customized with your branding, maintaining a cohesive and personalized support experience. Please note that the White Labeled Live Chat Support is available as an addon, and the specifics of this service can be discussed with our support team.
If you have any questions about this Support Policy or need more details, please contact us by email at support@prettywp.com.
