As part of your package you can always expect:

• Proactive and reactive updates to both WordPress versions and plugins

• Resolution of recently updated plugin issues and subsequent display errors & third party api/system resolution

• Monitoring real time firewall alerts and security/updates

• Site traffic analysis - with automatic and manual blocking of malicious IP addresses/zones/countries where required

• Malware and antivirus scanning to identify and remove potential threats

• Monitoring industry threat intelligence, plus attending regular security webinars

• Ad-hoc technical queries

Premium customers can also expect:

• Custom GA4 statistics (via data studio)

• Priority response for any hosting issues

• Critical weekend support

Platinum customers can also expect:

• 12 hours of additional website development time per year

WordPress is one of the best CMS platforms out there and it provides unrivalled functionality for businesses. However, in order to ensure security and continuity of your website, keeping your plugins and software up to date is critical.

Hosting and maintenance packages mean we protect our clients’ websites by keeping them updated, avoiding any technical conflicts and site issues.

Please note that due to potential associated server vulnerabilities with hosting an unsecured site, we cannot host any websites that do not have a website maintenance agreement in place.

Even with high level security in place, all websites will be the target of malicious hack attempts at some point. These hack attempts may try to steal credentials or put compromising and harmful programmes/malware/content onto websites and systems.

Our comprehensive security protection is vital to keep your site and server as safe as possible from malicious activity.

We employ an integrated endpoint firewall system that provides real-time monitoring and alerts, and is constantly updated against IP blacklists, with automatic/manual IP blocking of suspicious traffic/hack attempts, general CMS restrictions for login attempts, and much more.

It also offers a dedicated threat intelligence team that monitors/responds to current threats and also actively seeks and solves vulnerabilities.

We can provide website security audits up to the equivalent level of UK government requirements, vulnerability tests and more complex digital security requirements upon request. Contact us for more information.

If we/you encounter an issue with your website, we’ll respond and resolve within a certain timeframe based on your hosting and maintenance package.

All issues can be categorised as either ‘urgent’ or ‘low-medium-high priority’.

Example of an urgent issue:

• Website has gone down unexpectedly

• Website has been hacked

Example of a low priority issue:

• Misspelled word needs to be fixed

We operate on a flexible SLA agreement and priority levels will be assigned at the outset of your hosting package beginning.

Order of priority: Urgent  
Response rate: 3h
Resolution target: 90% within 8 hours

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Order of priority: High
Response rate: 6h
Resolution target: 90% within 16 hours

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Order of priority: Medium
Response rate: 1 day
Resolution target: 90% within 24 hours

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Order of priority: Low
Response rate: 3 days
Resolution target: 90% within 3 days

Urgent requests only / 4hr response time for premium & platinum clients only.

All prices and specification correct at time of publication but are subject to change at any moment. For full terms and conditions - please click here.