Why we require care plans
Every site we support through our partnership must be on a care plan, whether it’s a WordPress site or a Shopify site. While the needs of different clients’ sites can vary widely, we believe that care plans are crucial to offering a good client experience.
Internally, our care plans help us manage our workload and availability so that we have time set aside for the moments when you and your clients need us. Without care plans, it would be difficult to anticipate how much bandwidth our team needed to keep open for support.
Care plans also ensure that sites have a solid foundation. With ongoing attention, we’re able to proactively catch a lot of issues before they disrupt your clients’ business. But beyond that, they allow us to control the condition of a site so that we don’t get called into an unanticipated disaster from a support request.
We require hosting for similar reasons: it allows us to have some control over a very important aspect of your clients’ websites and creates an opportunity for us to act proactively whenever possible.
Care plans for your clients’ needs
You don’t have to choose the same care plan for every client; instead, you’re able to resell our plans to your clients based on their needs and the anticipated upkeep of their websites.
- For WordPress, we offer two plans: Basic and Essentials.
- For Shopify, we offer a single care plan.
We go into more detail about these plans below.
Care plan comparison
WordPress: Basic | WordPress: Essentials | Shopify | |
Onboarding audit | ✅ | ✅ | ✅ |
Uptime monitoring | ✅ | ✅ | ✅ |
Initial 30 min. support for common issues | ✅ | ✅ | ✅ |
Partner Portal management | ✅ | ✅ | ✅ |
Access to retainer support and add-ons | ✅ | ✅ | ✅ |
Automatic updates for WP core, plugins, and themes | ✅ | ❌ | 🟡 |
Manual updates for WP core, plugins, and themes | ❌ | ✅ | 🟡 |
Visual testing for home page | ✅ | ✅ | 🟡 |
Visual testing for up to 100 pages | ❌ | ✅ | 🟡 |
Offsite daily backups and restore | ✅ | ✅ | 🟡 |
Security monitoring, patching, and firewall | ✅ | ✅ | 🟡 |
Transactional email monitoring | ✅ | ✅ | 🟡 |
Shopify email delivery issues | 🟡 | 🟡 | ✅ |
PHP updates | ✅ | ✅ | 🟡 |
2-factor authentication for admins | ✅ | ✅ | 🟡 |
Access to agency plugins | ✅ | ✅ | 🟡 |
Alttext.ai app access and reasonable use credits | ✅ | ✅ | ✅ |
Included in all care plans (WordPress + Shopify)
- Onboarding audit
- Uptime monitoring (checking that the site is online, SSL renewals, domain expiration reminders)
- Initial 30 minutes of support for the following:
- Email delivery issues
- DNS changes/questions
- Redirects
- Functionality issues/questions
- “I have a quick question…”
- Adding/removing admin users
- Partner Portal management
- Organized credentials
- Site notes
- Contact management
- Access to retainer support and add-ons
To see a more detailed breakdown, see What common issues are covered under care plans?
Shopify Care Plan
$20/month | Suggested selling price: $40–60/month or bundle with a support retainer
Shopify functions quite differently from WordPress, so we’ve done our best to provide the same kind of ongoing value to your clients using Shopify as we do to those on WordPress. However, due to the limitations of the platform, there’s only one “tier.”
All the benefits listed above are included.
The only perk that is unique to Shopify care plans is:
- Alttext.ai Shopify app access and reasonable use credits
WordPress care plans
Our WordPress care plans ensure that the sites we support are always up-to-date and secure. In addition to the benefits listed above under Included in all care plans, all our WordPress care plans include:
- WordPress core, theme, and plugin updates
- Offsite daily backups and restore
- Security monitoring, patching, and firewall
- Transactional email monitoring
- PHP updates
- 2-factor authentication for admins
Basic Care Plan
$20/month | Suggested selling price: $40–60/month
This plan is a very basic care plan, maintained mostly by automatic processes; no member of our team will be conducting the steps manually.
- Automatic updates for WordPress core, plugins, and themes
- Visual testing for the home page only, to ensure there aren't any PHP errors
Essentials Care Plan
$40/month | Suggested selling price: $80–$120/month
This is our recommended plan. A member of our team conducts the steps manually and more items are likely to be caught and corrected.
- Tested manual monthly updates for WordPress core, plugins, and themes
- Visual testing for up to 100 pages for PHP errors and style changes
- Monthly care and analytics report