Think of your site like how a car requires oil changes and new brakes to help keep them running properly. A tune-up for a car is the same thing as maintaining a website. We go under the hood and continuously double check that everything is working properly. If something is wrong, we will typically know before something actually breaks or worse kills your business.
While our monitoring and proactive management are put in place to avoid this from happening to your website and company, it does and can still occur. We have high standards for our monitoring, but we have your back to solve the issue if something does happen. We will get your site restored with a recent backup and ensure that everything is cleaned up and malware-free*. If your site needs more assistance or something else fixed, we have your back and can help you with that as well.
*This is not included in every hosting plan.
If you are on a Rainstone Digital hosting plan, you will always have access to the support team through our Mission Control portal. If you need something not included in your hosting plan, you are locked into our hourly rates, which will vary depending on what Site Care plan you have. If it is an emergency that Rainstone Digital did not cause, you will be charged our emergency rate of $115/hour since we will have to interrupt someone else’s service to help you potentially. Please remember that customers that have a hosting plan with Rainstone Digital will always come first. We have your back always.
If you need service of any kind: issues, questions, changes made, or an emergency, you can create a support ticket anytime in our Mission Control Portal. This ticket creation will trigger the right person to get notified to help you quickly. If your site is down – we already know about it and are working – but you can still create an emergency ticket by selecting emergency.
Note: If you are NOT hosting your site with us, we can help you also at an hourly rate. Fill out the contact form, and we can go from there during regular business hours or for emergency rates.
Typically, if we build your website, you will be hosting with us. If you not hosting with us and we are assisting you, it will be a standard hourly rate or emergency rate depending on the situation. We will work with you and will also highly recommend that you host with us because our servers are primed for WordPress and we are able to help monitor your site to get easy and faster support from us.
We do not include content, design or any types of edits or new features being add to your site. If you are interested in having Rainstone Digital assist you with changes to your site, we can do so with our monthly retainer programs.
A monthly retainer program is an allotted number of hours of work available for you to ask Rainstone Digital to do. It does not matter what it is, if you have hours available we will help you.
If you need more than the allotted times that the monthly retainer provides to you each month, you can purchase more at a reduced hourly rates of $60 dollars.
Typically, our managed updates of the core, themes and plugins are done regularly. We check multiple times per week for updates.
If you are requesting content, design or functionality updates to your site, we typically have a 1-2 day turnaround time for most requests. This is dependent on a few things which includes when you are asking, what you are asking to be done, and if we have the required materials for the updates you are requesting.
We can host, manage and maintain just about any WordPress website. If you are not a Rainstone Digital customer, then we will do an audit before we agree to do the migration to our servers. This is for your protection and ours as well.
Yes, there is typically a migration fee. We are willing to work with customers if this is an issue though. Typically, our migrations take less than one hour but we will let you know before we start or commit to anything.
Keep in mind that if your site is being built by Rainstone Digital, then your site is already on one of our servers so no worries.
Also note, if you are hosting with Rainstone Digital then you must maintain one of our hosting packages.