The following table summarises the features included in each level of the support package:
| WPCARE30 | WPCARE60 | WPCARE120 | TC-WPCARE120 | |
|---|---|---|---|---|
| Website Updates | Yes | Yes | Yes | Yes |
| Timeline Backups | Yes | Yes | Yes | |
| Monthly Support Hours | 0.5 hours/month | 1 hours/month | 2 hours/month | 2 hours/month |
| Malware Scanning | Yes | Yes | Yes | |
| Emergency Virus Assistance | Emergency Only | Emergency Response & Repair | Emergency Response & Repair | |
| Website Restore | 1 per year | 2 per year | 5 per year | |
| Annual Review | Yes | |||
| Annual Offline Backup | Yes 1 (at beginning of agreement) |
Monthly Support Hours
Monthly support hours can be used towards manual repair or remediation work and minor website changes.
Minor updates may not exceed more than 20% of any page template, plugin, theme or website core. JK Computer & Website Services are to determine what the percentage is deemed to be and will have the final decision on whether work is deemed to be minor.
Website changes, maintenance, repair and any consultation is limited to a maximum number of hours as defined in the table at beginning of this page. Auto plugin, core, and theme update checks do not count towards the maximum monthly hours, however any remedial actions that may arise as a result of these updates will be deducted from the monthly total hours.
Monthly support hours can not be used towards towards theme or plugin development or customisation. Support hours used for website changes can only be utilised within the capabilities of the currently installed theme and plugins.
The monthly allocation of hours expire at the end of every month and cannot be transferred to any other month.
Service Level Agreement
The client receiving these services must raise any official support requests via email to support@jkcws.co.uk or via your hosting web panel.Whilst we will endeavour to meet the SLA times when requests are sent via other means, we are unable to guarantee this.
We aim to provide an initial response to all emails received by the official support mailbox within 48 hours on weekdays (This may at times be an automated response).
There may be occasions when JK Computer & Website Services may declare a period of limited support whereby only urgent requests will be actioned, these periods will amount to no more than 4 weeks in any one 12-month period.
JK Computer & Website Services will adhere to all service level timings for the deliverables in the maintenance requests to the best of it’s abilities. In the event that JK Computer & Website Services has any issues in delivering on a quoted deadline, Client will be notified via email or telephone the reasoning for any change.
| Emergency | An incident which provides severe risk to the public who may access the site, for example virus infection | We aim to make the website safe within 48 hours. |
| Urgent | Any incident that renders the entire website unusable to all end users | We aim to provide an initial response to the issue within 4 days. |
| Non-Urgent | Any non urgent request or issue. This includes issues that only affect a limited numbers of users or requests for minor change. | We aim to provide a resolution to all of these issues within 14 days |
Emergency Virus Assistance
Emergency virus assistance helps users by helping make your website safe following a cyber attack or virus infection, this may be by replacing the site with a holding page or reverting to a previous safe version where one exists.
Packages including emergency response AND repair also include assistance in reviewing the site that has been attacked to help backup logs and files that may assist in any further investigation by other parties. It also includes support in restoring your website from a safe backup or repairing a website where feasible. For more complex attacks that have resulted in severe damage to the website, and where the client does not have a safe backup to restore then we are only able to support in providing a single page holding site with key contact details.
Timeline Backups
Our website backup service provides a 30 day daily snapshot service of their website files, database and emails that are hosted with us. It is important to be aware that these online backups are only held on a rolling basis for 30 days.
Offline Backups
Plans including an offline backup can request one offline backup per year. This will contain a backup of the website files and the database. Offline backups will be provided via a digital download link which will remain valid for 14 days.
Offline backups may be provided on physical media such as USB, however additional charges may apply.
Offline backups must be requested by logging into your hosting account and sending a request.
Malware Scanning
Packages containing malware scanning have the ability to run malware scans from the hosting dashboard. Websites with this will also be scanned daily and if threats are identified you will be notified by E-Mail.
Annual Review
Packages containing an Annual Review will receive one manual website review per year which includes a review of the current performance, potential ways to harden the website and a review of WP Site Health.
Website Restore
Packages containing a quantity of website restores may request a restore from JK Computer & Website Services up to the number of times detailed for that package in the table above. These may be used to rectify a broken website, to quickly restore an accidental deletion or for many other reasons. Website restores only include the restore from a working timeline backup. Any restores from a manual offline backup may not be included.
JK Computer & Website Services reserve the right to change the above services at their discretion. Changes will be detailed on this page.