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Outsourcing
We do not outsource or use offshore staff. NeatlyPressed is staffed by experienced web developers and devops engineers that maintain and support your site. Our team consists of full-time employees that live in the USA.
Backups and Disaster Recovery
NeatlyPressed maintains off-site daily backups for all plans. We will restore backups twice per year at no charge. In the event of catastrophic failure we can quickly migrate your site to new hardware. Additional restores are available by request at our hourly development rate. We can also supply backup files upon request.
Reporting an Issue
Approved users may request support services for a NeatlyPressed maintained website through our ticketing system, which is available 24/7. For security reasons only approved users may request support services.
Expired or Unsupported Plugins
Clients must provide valid license keys for all paid plugins to be updated. If a plugin is no longer supported, we will suggest alternatives. We can implement the new plugins on your site using developer retainer hours. If needed, additional retainer hours can be added. Our current billable hourly rate is $145.
Support Hours
NeatlyPressed monitors your site 24/7. Our regular support hours are 10:00 AM – 6 PM Eastern. Emergency support is available 24/7. We use a ticketing system to quickly respond to and track your site’s issues. Support tickets Enterprise level clients receive priority attention and are moved to the top of the queue. Enterprise clients also have their own dedicated account manager for more seamless communication and VIP support.
Plugin Conflict Resolution
If we encounter a plugin conflict when performing an update, we will notify you of the issue and immediately roll-back to the most recent backup prior to the plugin update. Resolutions will depend on the conflict, but the majority of issues are easily addressed free of cost. Additional billable developer hours may be required if the issue requires extra time to resolve or if the issue was introduced by users. If additional hours are needed, NeatlyPressed will consult with you prior to resolving the issue or billing your account.
Security and Hacker Guarantee
NeatlyPressed monitors your sites for malware and hacks daily using industry leading tools. In the event of a security issue or breach, we provide cleanup services in all of our plans.
Full Service Code Review and Audit
For an additional cost, we can perform a full service code level audit. This is an in-depth review of architecture, code, themes, and performance optimization. An audit is an essential aspect to enabling long-term sustainability of your website. Cost depends on the complexity of the site and timeline for the project. Please ask us for more details and a consultation.
WordPress Multisite
NeatlyPressed manages and hosts WordPress Multisites for clients that opt for our Enterprise package. We have extensive experience developing and maintaining WordPress Multisites making us uniquely qualified to help you with your hosting and support needs.
Additional Client Requested Design or Development
We are happy to help with additional client requested design and development tasks and projects for our hosting, support, and retainer clients at our hourly billing rate.
Accepted Payments
NeatlyPressed accepts checks and bank transfers.
Cancellation Policy
Our plans require a contract. Contract duration may vary. We manage our hosting and support resources based on client needs and retainer.