We staff our Help Desk with actual humans who can make small tweaks for you like content editing, theme or CSS stylesheet adjustments, changing plugin settings, configuring forms and much more. From code to general WordPress issues, we’ll take care of almost anything related to the design and development of your website that can be done within 30 minutes from within the WordPress Dashboard. The Help Desk is open during normal business hours.

Help Desk support tasks do NOT include installing brand-new plugins, custom development (PHP, plugins, themes, etc.), updating custom theme code, graphic design, or building out a new landing page, new form, or new website.

• Included: You want us to replace an image with one that you provide.
• Not included: You want us to create a new graphic to add to your website.
• Included: You want us to add a new field to your contact form.
• Not included: You want us to create a new form for job applicants.

Absolutely. 18 years! We are an actual company staffed with professionals – not just a couple of WordPress geeks sitting in a basement office somewhere offering support and maintenance plans as a side gig. This is what we do. Every day. We’ve got the A+ BBB rating!

With all plans, additional hours for eXtended tasks can be purchased in time blocks per eXcelisys’s normal rate plan. Discuss your needs with your eXcelisys account manager or project manager for estimates and timeframes.

On-site backups (to a second hard drive or server) are handy because the data stays close and is quickly accessible. However, if your server fails – the same one you are trying to back up – or if there is an office disaster (like a flood that ruins your hardware) you may never recover your critical data.

You will receive an alert. If it is a server issue, you should ask your hosting company to fix it. If it is a WordPress issue, we will dive in during business hours to fix the issue or restore a backup ASAP.

We monitor load times and page speed scores for improvements or dips. Using this data, we may recommend small changes to which plugins are used for caching and optimization, or recommend a larger page speed optimization project if more drastic measures should be taken.

If a malware vulnerability is found, we get an alert and it shows up in the report. Most of the time, this is taken care of via regular plugin updates. If a breach or attack is found before the vulnerability was addressed, we will restore the site to a prior backup and patch the vulnerability so it doesn’t happen again.

No

There are no payment plans. You pay for the whole year upfront.

eXcelisys has stayed in business for 18 years by providing eXcellent service, leaving thousands of satisfied customers in our wake. However, if you are unsatisfied, we can offer a prorated refund.

If a plugin or theme update breaks a website, we won’t update if it is causing a “global error,” meaning the homepage cannot load properly due to the update. If a smaller issue arises as a result of the update, we just need a support ticket that lets us know what the error is so we can try to fix it locally, or restore a backup and quarantine that plugin or theme from being updated in the future.

Well, there’s a difference between getting it done and getting it done right. Our industry standard update process means we back up your site, apply the updates to an offline copy, then test your website thoroughly before we go live to ensure there are no issues so you have NO downtime. You’d be surprised how many times an update brings a website to its knees! We’re not a “plug-and-go” type of company; we test everything. We scan everything. Over and over. We get involved with your website to ensure it stays up, is optimized, and runs at peak performance. We’ll provide you with detailed reports noting the eXact time/date of every update, backup, security scan and performance check we complete. The Better and Best plans also include direct Help Desk support. Yes … HUMANS! Priceless, right?

We recommend WPEngine.com for WordPress hosting. It provides 24/7 support for any problems or support you may need during non-business hours. While WPEngine conducts backups and updates of core services (like PHP and WordPress core), WPEngine does not mess with plugin updates, content changes or provide routine monthly maintenance services as provided in our premium WordPress maintenance and support packages.