Support Plan Frequently Asked Questions

Website support plans

Peace of mind plans to fit all businesses. You're in good hands.

Why do I need a support plan?

Simple. A support plan can take the worry away from maintaining a website and gives the technical and fiddly jobs to someone else.

If your website is not properly maintained, it can get hacked, break or be lost forever.

Are there any other benefits?

Yes, lots. Our experts might spot ways to speed up your website which can often improve your customers experience and even improve your Google rankings.

Can we get support 24/7?

Unfortunately not at the moment. We are however looking at introducing this if there is enough demand. Our support hours are currently 9am - 6pm Monday - Friday UK time.

What happens if my website is hacked?

If we haven't already notified you, you should contact us as soon as possible. If you are on the essentials plan then we will provide details on how to restore your site yourself. If you are on either Essentials & Support or Premium, one of our developers will help you within the stated emergency response time.

How do I get hold of my backups?

You can either download or restore to a previous backup using the application in the admin section of your website, or by getting in touch with us.

How quick are your response times?

We respond within 24 hours for an outage with the Essentials & Support plan and 1 hour with the Premium plan. However please note that we can only currently respond within business hours.

How does uptime monitoring work?

We monitor two things on your website - whether the server is responding and if a particular keywork appears on the page. If either of these checks come back as negative, you will immediately receive an email.

What do you check in the monthly reports?

Lots! The important thing is we check for any security issues, performance issues, general best practices and will give any recommendations. This will help to ensure your site is as secure and as quick as possible.

Why do you need to do CMS and plugin updates?

Updates are often released which can fix security holes. If these are not applied to your site then you are leaving it wide open to potential hackers. It's very important to keep on top of updates.

What can we do with the included support hours?

The Essentials & Support plan comes with 1 hour and the Premium plan comes with 3. With this time you can ask our developers to help you with pretty much anything on your site, so long as it is related to the standard CMS or a well known plugin. Unfortunately we cannot help you with custom code.

What's the point in a backup restoration drill?

Having backups of your site is great. But what good is a backup if it can't be restored? With a backup restoration drill, we will do a mock restore to ensure that in the event of the worst happening, your site can be restored.

How does security monitoring work?

Using monitoring software, we constantly keep an eye on your site to make sure none of the files have anything malicious and there has been no unauthorised or suspcious access.

Have we answered all your questions? Let's make your life easier and get you all set up.

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JD (J Derrick Ltd), First Floor, Telecom House, 35 Holdenhurst Road, Bournemouth, Dorset, BH8 8EJ