Website Care Plans

Our Pro and Performance website maintenance plans cover a range of essential services to keep your website running smoothly, including minor bug fixes and routine upkeep.

1. Minor Bug Fixes and Issue Resolution
   We proactively investigate and resolve minor bugs that may appear during updates, ensuring your website remains functional and polished.If a bug is identified and the cause is a larger issue, we’ll take immediate action—such as rolling back the update—to restore your site’s stability. In such cases, we’ll also communicate the next steps to address the problem effectively.
2. Graphic Adjustments
   If an icon or image becomes misaligned or jumbled after an update, we’ll correct it—or let you know if further investigation is needed.
3. Task Requests
   Experiencing issues with existing functionality or layouts? Let us know, and we’ll work to fix the problem or help identify a solution. 

Simply put our Care clients are our top priority. Send us a note anytime with questions or concerns and we'll provide you with caring support.

You may choose to reach out to us via email. Our Pro and Performance clients may choose to set up a team collaboration app with us.

You can expect us to respond within 1-2 business days, during regular business hours. Our regular business hours are Monday through Friday, 9am to 6pm EST. There may be a delay during holidays.

When the need arises and you have an emergency outage we can help.

Typically, when your site is experiencing an outage we are already alerted to the issue. If your website is not loading, we will alert you right away. Our next step is to check with your website hosting provider. Once we have ruled out common factors, we will investigate the issue further.

If you notice your site is down or has been compromised in someway, and we have not already reached out to you, please contact us through your regular Priority Support channel or at wecare@upthentic.com.

Your credit card account will be charged automatically each month. Once payment is complete a receipt will be emailed to you.

Why yes, of course. Although we'd hate to see you go, we understand if you have financial or other decision factors in play that prevent you from keeping up with your Website Care Plan services.

To request a cancellation send us an email to wecare@upthentic.com, and we will immediately stop the next payment.

The database stores all of your website content. This includes pages, posts, forms, comments, and settings for your themes and plugins.

As you add new content and functionality to your website, the database will increase in size. If you're noticing a slowdown of your website, it may mean that you need to optimize your database. We can help!

The primary way of measuring website performance is by regularly monitoring page load speeds, meaning the time it takes for a page to fully render and be viewable by your users.

We provide you with page load speed benchmarking in the Monthly Care Plan report. Upon request we will provide you with recommendations for optimizing your page load speeds.

You may choose to do these optimizations yourself or have us perform them for you. Performing the recommended optimizations will keep your website in tip-top shape.

The monthly website maintenance plan covers routine updates, minor bug fixes, and general upkeep. However, certain tasks are considered outside the scope of the standard plan, including:

1. Major Bug Fixes and Issues: While we include time for research and discovery of bugs, any time spent on implementing significant fixes or troubleshooting complex issues beyond basic functionality will be billed separately.
2. New Features and Functionality: Adding new features or major changes to your website’s design, layout, or functionality is not covered under the maintenance plan and will require an additional agreement and fees.
3. Third-Party Software or Plugin Issues: If your website relies on third-party plugins or external integrations, issues arising from these services are generally not covered under the maintenance plan, unless specified otherwise.
4. Content Creation or Copywriting: While we maintain your existing content, any creation of new content (text, images, videos, etc.) is outside the scope of the plan.
5. Website Redesigns or Major Overhauls: Any substantial redesign or rebuild of your website is not included in the monthly maintenance plan and will be treated as a separate project.
6. Security Breaches and Hacking Recovery: Although we provide routine security updates and monitoring, recovery from a security breach or hack is not covered and may incur additional costs for repair and cleanup.