I’ve been working to be able to provide better support. In order to do that, support.protospace.com has been developed for this purpose. You may have already used the ticket system when things have come up that need to be addressed. Now, there are video tutorials about how to use WordPress and other features.
I’ve also added support subscriptions. It’s not enough to keep your site updated with good content, but you need to keep it updated and current to prevent it from being hacked. Regular updates of WordPress and the plugins you use are vital to your site’s security.
Click on the blue arrow to learn about the different support levels available to you.
[toggle title=”Learn about the support levels”]
[tabbed tabs=”Complimentary | Supported | Support Plus | Concierge | Themes & Plugins”]
Complimentary Support includes:
- Submit support tickets for updates, changes and other issues
- Access to the online Q & A
- News and information about web sites and hosting that may help you.
The Complimentary Support level does not included updates, modifications, content updates, new features, etc. These services will be billed as agreed upon.
This is the most basic support level designed to make sure your site is up-to-date with the most current stable releases. If you need more support, please consider one of the other levels.
The Supported level includes a monthly visit to your site to do the following:
- Upgrade to the next stable major Wordpress release
- Upgrade plugins to the next stable release that works on the site's current WordPress release.
- Check to ensure all site functions are operating as expected.
- When installed, review security plugin notices for any anomolies or issues.
The Supported level does not included content updates, new features, etc. If there are issues related to upgrades, they will be billed as extra services.
Additional services will be billed as agreed upon.
The Support Plus level includes everything in the Supported level with a twice monthly visit to your site and the following:
- Minor content editing and updates (about 30 minutes worth per month)
- Access to the Wordpress Tutorial Video Library
- Up to 30 minutes / month of one-on-one phone support (by appointment)
The Supported level does not included major site changes, adding new features, etc. These are additional services will be billed as agreed upon.
Concierge Support is the premium support level. In addition to the all that's included in the other levels, it also includes the following:
- Use of all premium/paid Protospace plugins & themes, including updates, without additional cost.
- Priority ticket support (usually within 24 hours 6 days per week - Sunday is excluded)
- At least weekly.
- Make sure everything is always good.
- If your email is on the same server, we'll assist you with your email accounts, too.
- Assistance with updating content, adding features, etc.
Additional services will be billed as agreed upon.
About Themes and Plugins
We purchases developer rights to various themes and plugins that may help power your site. Theme and Plugin developers put in a lot of time and effort to develop these themes and plugins. We pay them for their efforts.
Concierge support includes the right to use these themes and plugins. Some themes and plugins have a one-time charge to use it indefinitely, others require annual fees to be able to upgrade.
Your first year is included with your project.
If you choose to not use Concierge Support, then your themes and plugins will not be able to be updated until you purchase a license. You do not need to update your themes and plugins, but it is always recommended.
Protospace offers the use of our developer license for various plugins and themes that include the use of ElegantThemes Themes, Gravity Forms forms and WPMU plugins and themes. This can save you hundreds of dollars each year over purchasing memberships or updating the themes yourselves.
To upgrade from the complimentary support you’re currently receiving, hover over the “Account” menu item and select “Upgrade Support”. Monthly and annual plans are available.
Additionally, I purchase themes and plugins that may used on your site (please submit a support ticket if you’re unsure of any plugins or themes). These themes and plugins have an annual cost associated with them. If you were to purchase the annual license to use them it would cost significantly more than sharing my developer’s license (which I am are allowed to share with you). While most themes and plugins can be had for free, over the past decade,I’ve found some that well worth paying for. It is these that I recommend you subscribe to. Their cost is included in your first year of working with me, but after that, I would request that you purchase a subscription for the theme or plugin to keep them updated. If you chose not to, I’ll keep the old versions running as long as I can.
For those that purchase support at the “Support Plus” level or higher, I now offer our WordPress Video Tutorial Library with a large selection of videos that help you learn WordPress and get the most out of your site.
For all levels, I’ve installed our ticketing system to make sure your support requests are resolved quickly. I’ve also added a Q&A section for you to use if you have general questions about how to use or do something in WordPress.
I’ll keep adding products and services to assist you in making your website more successful. I thank you for being able to work with you on your site and wish you great success with it.