Support & Maintenance

Terms and Conditions

Payments By registering for a support account, you agree to pay el.puas® the applicable configuration fees and recurring rates. The applicable rates will be invoiced from the day on which your services are established and before using said services. we reserve the right to change the terms and rates of payment with a written notification thirty (30) days in advance. You can cancel the services at any time by sending a written notification to [email protected]

Support
All subscriptions include access to support via email, Slack and / or Trello. “Support” means the ability to make technical support requests through the support channels at any time (with the reasonable efforts of the team to respond within 3-5 business days) regarding the use of Support Services and Maintenance. All support will be provided in accordance with the practices, procedures and standard service policies of el.puas®.

24/7 Security Control and Activity Time Tracking is an automated activity and performance system. Support hours are Monday through Friday from 9 AM – 8 PM In addition to the services provided within the maintenance plans listed, el.puas® also offers additional support services through our Support Hours program. You can buy hours of support for the improvements and configurations of the website, to solve problems and solve problems or for technical queries.

Frequent questions

Do you offer 24/7 technical support?
At this time, we do not do it. Our attendance hours are from 9 am to 8 pm, Monday through Friday.

What do you need to configure support on my site?
After you have purchased your support plan, a customer admission form will be sent so we can gather some details about your site.

This helps us connect to your site and install our offered services (ie security monitoring, backups and extras). We keep these credentials private and will never share these details with anyone who is not associated with el.puas®.

What does el.puas® do if my website is hacked?
We continuously monitor customer sites through ongoing security scans of our partner, Sucuri Security. Common problems are also checked manually whenever relevant. Unfortunately, even with proactive monitoring, nobody can detect all security problems. In the event that a security problem occurs, our goal is to respond immediately during business hours. Valid security concerns are of the highest priority over any development work, company-wide.

In the event that your site is hacked, we have a one-time Site Cleanup and Repair service hacked for $ 199.

What are the best ways to contact him for help?
We offer you several ways to contact us. You can always send an email at any time to [email protected] or through the Slack channel.

How does your technical support work?
Normally, we use support tickets in Slack / Trello instead of phone calls. Although we have a small team, we want to make sure that all communication is documented and is extremely clear; We discovered that this makes it easier for our entire team to know what is happening with your site.

Support tickets can be sent through your Slack account; This is the easiest way to authenticate your support ticket. You can also send an email at any time to [email protected] or through the email that was assigned to you when you opened your support account at el.puas®.

What happens if an update breaks my site? Do you have an extra cost to fix?
The site will revert immediately to the state of backup taken before the update. Methods for this vary in some cases (mainly due to e-commerce functions, if present). From there, you will be notified of the problem.

Most problems are treated for free, however, custom plugins, problems introduced by users or, especially, problems that consume a lot of time can be billable. el.puas® will notify you before uploading anything to your account.

Can you restore the site from a backup site or make a site go back to yesterday’s version?
As long as the backup is available, yes. While we are happy to restore a site at no charge to any customer, the continued use of this feature may consume a monthly development time (if available on your account) and / or incur additional charges. el.puas® will notify you before uploading anything to your account.

Do you provide SEO assistance?
We do not provide SEO services, but we can make recommendations for excellent SEO tools within WordPress, and help you set them up!

Can I transfer my support plan to another website?
Unfortunately not. Each WordPress site requires a separate support plan.
If you wish to transfer support from one site to another, our staff will ask you to cancel your current support plan and continue with the initial registration process once more.

How will future changes in WordPress affect our site?
To evaluate the specific ways in which WordPress is updated (and the address in which WordPress is moving), we should provide a formal audit of all the plugins and the active theme on the site.

What happens if my WordPress plugin is no longer compatible?
The plugin is still monitored for problems like before. If there are no last minute changes or other problems, stay on the site. We often find plugins with a variety of problems; in such cases, the client is notified of better (and updated) alternatives.