WPMaintain Scope of Services

Updated and valid as of November 21, 2024

Below you’ll find a list of the types of requests which are covered (and not covered!) in a standard website maintenance agreement with WPMaintain. This page is constantly updated and the list below is not completely exhaustive, but a guide for you to understand the level of support and maintenance we can provide.

Our purpose is to help our customers build a better business, by providing expert WordPress support. Naturally, there is a scope of services that we ask you to keep in mind.

When emailing us with a new request, you should ask yourself:

Is my request reasonable and does it fall within ‘routine maintenance’ of my website?

If the answer is yes, great! Send it over!

If, however, your request falls outside the scope of routine maintenance we may come back to you with an alternative option which involves custom development work outside of your hosting and maintenance agreement. We’ll always be clear and simple with our solutions, and are always happy to clarify things where needed. As a reminder, you can see our standard Terms of Service here.

Think of it this way: if you take your car for its annual MOT or service it will include the routine fixes and tweaks to keep you on the road but if you need 4 new tyres and a new exhaust, it probably won’t be included in the MOT fee but instead quoted as a separate fix. We work in the same way, just for your website!

Our support service is delivered on a remote email basis. We can certainly give you a call to discuss things now and then, but if you feel like you need regular phone/Zoom calls and meetings to explain what you are requesting with ongoing advice or guidance on what to do for your website – WPMaintain may not be the best fit for you at this time.

What Falls Within Routine Maintenance?

General definition: A task that takes up to 1-2 hours of time, including any development time which you get as part of your service (you get 1-hour of custom development time per month)

Publishing, updating, or scheduling a blog post with a featured image
Editing content on an existing page
Adding a new page to your site, using your existing page layout or pre-designed modules within your theme’s page builder
Minor changes to page layouts using your theme’s page builder
Banner and slider updates including images/time delay
Navigation menu updates (i.e. adding/removing/changing menu items)
Provide backup files or creating on-demand backups
Staging environment for website testing or development work (if you have a 3rd party web developer, they can use this too!)
Plugin updates
WordPress core updates (these are done automatically when an update is deemed safe)
Adding/removing plugins, and simple configuration. Note: If you’re using a paid plugin that has it’s own support service, we may request you to submit a request to that plugin’s developer first and we can then action what they suggest if there is a bug
Create/update contact forms
Malware scanning/investigation and removal if necessary
Add photos/videos and galleries. Note: Videos should be uploaded to YouTube/Vimeo first, and then we can embed them for you. We cannot upload raw video files to the website directly.
Downtime issues
Typography/font issues
WooCommerce: adding/editing/removing products, changing pricing, simple shipping configuration, adding new features via plugins
WooCommerce: simple payment gateway setup and support but any deeper payment issues should be raised with your payment provider (Stripe, PayPal, etc)
Simple 3rd party integrations using API keys provided: Mailchimp, CRM systems, other tracking codes, etc
Minor Photoshop edits such as image cropping and optimising before uploading to your website
Adding Facebook pixel for ads tracking
Simple configuration of SEO plugins (We recommend Yoast) but not advice or SEO strategy
Creating redirects
Uploading verification files/documents to the root folder or custom folders via SFTP

Publishing, updating, or scheduling a blog post with a featured image
Editing content on an existing page
Adding a new page to your site, using your existing page layout or pre-designed modules within your theme’s page builder
Minor changes to page layouts using your theme’s page builder
Banner and slider updates including images/time delay
Navigation menu updates (i.e. adding/removing/changing menu items)
Daily backups or creating on-demand backups
Staging environment for website testing or development work (if you have a 3rd party web developer, they can use this too!)
Plugin updates
WordPress core updates (these are done automatically when an update is deemed safe)
Adding/removing plugins, and simple configuration. Note: If you’re using a paid plugin that has it’s own support service, we may request you to submit a request to that plugin’s developer first and we can then action what they suggest if there is a bug
Create/update contact forms
Malware scanning/investigation and removal if necessary
Add photos/videos and galleries. Note: Videos should be uploaded to YouTube/Vimeo first, and then we can embed them for you. We cannot upload raw video files to the website directly.
Downtime issues
Typography/font issues
WooCommerce: adding/editing/removing products, changing pricing, simple shipping configuration, adding new features via plugins
WooCommerce: simple payment gateway setup and support but any deeper payment issues should be raised with your payment provider (Stripe, PayPal, etc)
Simple 3rd party integrations using API keys provided: Mailchimp, CRM systems, other tracking codes, etc
Minor Photoshop edits such as image cropping and optimising before uploading to your website
Adding Facebook pixel for ads tracking
Simple configuration of SEO plugins (We recommend Yoast) but not advice or SEO strategy
Creating redirects
Uploading verification files/documents to the root folder or custom folders via SFTP

Note:

1) Final proof-read content needs to be supplied by you as a Word/Google Doc. We cannot type content out for you from a PDF or other document type. We do not check content is accurate/free from typos before publishing.

2) Videos should be uploaded to YouTube/Vimeo/Wistia first, and then we can embed them for you. We cannot upload raw video files to the website directly.

3) Images also to be supplied by you. You can find royalty free stock images at unsplash.com or pexels.com, or premium licenced stock assets at Adobe Stock/Shutterstock for us to use for you on your website. WPMaintain will not be liable for any copyright infringement or license attribution issues of the stock images/graphics/icons/fonts supplied by you to use on your blogs or any other part of your website. We assume you have the correct licence(s) to use any assets you provide us, as we are only following your instructions in the request.

4) Premium/licenced plugin/theme subscriptions need to be kept up-to-date by you. We do not renew or buy plugin/theme licences on your behalf.

5) As standard, website hosting is included in your maintenance service with us.

Special Projects & Custom Development

We’ll go as far as we can to stretch the definition of ‘routine maintenance’ for you, so that you don’t have to keep paying for extra work every month. As part of your monthly fee, you get 1-hour of development time per month included. This can be used for bug fixing, custom development, creating new functions on your website, editing code, or anything that falls outside of ‘content management’.

We operate on a degree of flexibility and will allow some extra development time at no extra cost if it means getting your task completed with speed, simplicity, and efficiency, in line with our core values.

However, for requests that fall well outside of the above reasonable maintenance tasks or that are deemed custom development projects we can have a call with you to discuss your requirements in more detail. After that, we’ll provide a fixed-fee quote for the extra work including a time-frame for completion so you know exactly what it will cost and how long it will take. No surprise invoices!

What Falls Outside of Routine Maintenance?

As with any service, there are certain limitations and boundaries which we ask you to respect so that we can focus on providing a fast, efficient and expert service to all our customers. This is a non-exhaustive list of what we deem falls outside the scope of routine maintenance. We may be able to help with some of these items as part of a special project (see above) but that can be assessed on a case-by-case basis. If in doubt, just ask and we can help to clarify anything you are unsure about.

If there’s something we cannot do, you can have a look at our Trusted Partners page to see if there is another provider we recommend. If you’re still stuck, reach out to us and we’ll help point you in the right direction.

We cannot log in to accounts or phone your 3rd party suppliers/tools such as CRMs, email marketing systems, accounting systems, social media accounts, analytics, marketing agencies in relation to your website. We’re happy to be CC’d into emails to help us implement new features into your website within the above scope of services, but we won’t call or email your other suppliers to work with them directly.
We cannot provide legal advice or support with regards to GDPR, Cookie Policies or Privacy Policies. We recommend you consult a legal expert for these matters. We can, however, upload your finalised legal policies to your website for you and install a cookie consent popup.
Reporting/audits/reviews/exploratory research – we do not provide website reports or audits of your website. This includes requests to audit and research the code/plugins of your website to ascertain what functionality they add to your website. We can help to a degree, but if we did not build your website it will be impossible for us to know for sure why/what your web designer/developer did.
Complex site optimisation. We can, however, install optimisation plugins for you and work with an optimisation expert to improve your site speed or score on reports such as GT Metrix or Google Page Insights.
Any sort of graphic design (we can crop images for you but designing a banner/graphic is not part of our service).
Image editing or manipulation (removing backgrounds, converting image formats, etc)
CRM setup. If you need your CRM integrated into your website we can do this if there is a WordPress plugin for it to configure or a simple javascript code to insert.
Email hosting. We only host your WordPress website, not your business emails. We recommend GSuite or Office 365 for professional email hosting.
SEO (Search Engine Optimisation) services.
Social media marketing.
Testing 3rd party apps/tools such as payments, CRM integrations, automations or non-WordPress technology.
Advanced photo editing/Photoshop work.
Video editing or video hosting.
Copy/Paste – We cannot copy content from one website to yours for legal and copyright reasons.
Changing themes – Changing a theme is not routine maintenance, but more of a website redesign project.
Domain and DNS management – We cannot manage your domain but we are happy to advise and support you when needed if you need a DNS change.
Plugin development – We do not design, build or develop plugins.
Out of hours support – we operate Mon-Fri usual business hours for routine maintenance, however, your website is monitored 24/7 by our server support team via our hosting partners.

Got a question to clarify our scope of service? Simply email us as you normally do to our support desk and our team will be happy to help.

WPMaintain Scope of Services

What Falls Within Routine Maintenance?

Special Projects & Custom Development

What Falls Outside of Routine Maintenance?

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