Getting Started
How do I get started with your care services?
Getting started is simple! Contact us through our contact form or email. We'll schedule a free consultation to assess your current setup and recommend the best care plan for your needs.
What platforms do you support?
We specialize in self-hosted WordPress, Drupal, Odoo, and Ruby on Rails platforms. We don't support cloud-hosted or SaaS versions of these platforms.
Do you work with existing sites or only new installations?
We work with both! Whether you have an existing site that needs maintenance or you're setting up a new installation, we can help. Our assessment will identify any immediate issues and create a care plan.
How long does the onboarding process take?
Most clients are fully onboarded within 1 week. This includes our initial assessment, plan development, access setup, and the first round of maintenance tasks.
Services & Pricing
What's included in each care tier?
Each tier includes different levels of service. Basic provides essential security updates, Standard adds testing workflows, Pro includes performance optimization, and Premium offers enterprise-level support with priority response times.
Can I change my plan later?
Yes! You can upgrade or downgrade your plan at any time. Changes typically take effect within 24-48 hours, and we'll adjust your billing accordingly.
What are your payment terms?
We bill monthly in advance. All plans are month-to-month with no long-term contracts. You can cancel with 30 days notice.
Do you offer discounts for multiple sites?
Yes! We offer volume discounts for clients with multiple sites. Contact us for a custom quote based on your specific needs.
Security & Access
How do you handle access to my systems?
We use secure, encrypted connections and follow industry best practices. You'll provide limited access credentials, and we can set up additional security measures like IP restrictions and two-factor authentication.
What security measures do you have in place?
We maintain SOC 2 compliance, use encrypted communications, implement least-privilege access, and maintain detailed audit logs of all changes. Your data security is our top priority.
Do you store my data or credentials?
We only store the minimum information necessary to provide service. Credentials are encrypted and stored securely. We don't store sensitive business data from your platforms.
What happens if there's a security breach?
We have incident response procedures and will notify you immediately. Our monitoring systems alert us to potential issues, and we maintain backups for quick recovery.
Maintenance & Support
When do you perform maintenance?
We schedule maintenance during your preferred windows, typically outside business hours. Emergency updates are performed as needed with your approval.
What if something breaks during maintenance?
We maintain backups and have rollback procedures for all changes. Our monitoring systems alert us immediately to any issues, and we work quickly to resolve them.
How do I request additional work outside my plan?
You can request additional hours or custom work through our support channels. We'll provide quotes for work outside your regular plan scope.
What are your support hours?
Our standard support hours are Monday-Friday, 9 AM - 5 PM EST. Premium plans include after-hours support options.
Technical Questions
Do you handle server management?
We focus on platform-specific care (WordPress, Drupal, Odoo, Rails applications). Server management, backups, and infrastructure are typically handled separately unless included in your plan.
What about custom code or plugins?
We can maintain and update custom code, but major development work is quoted separately. We recommend having your development team involved for complex customizations.
Do you provide performance optimization?
Yes! Pro and Premium plans include performance optimization. This includes database tuning, caching setup, image optimization, and code performance improvements.
Can you help with migrations or upgrades?
Absolutely! We can help plan and execute major version upgrades, platform migrations, and server moves. These are typically handled as separate projects with detailed planning.
Still Have Questions?
Can't find the answer you're looking for? Our team is here to help with personalized guidance.