Care Plans

What Is Actually Included

Every tier includes updates, monitoring, offsite backups with periodic restore tests, security patching, and a monthly written report. The tiers differ in response time and in how many hours of small work are included.

Tier	Response	Included hours	Suits
Standard	Two working days	1 / month	A site that matters, but nobody is on call for
Priority	One working day	3 / month	A store, or a site the business sells through
Critical	Same working day	6 / month	Revenue stops when the site does

Every tier is monthly and cancellable with thirty days’ notice. There is no minimum term, because a maintenance plan people are locked into is a plan that stops being worth doing well.

Unused hours do not roll over indefinitely, and that is stated in the agreement rather than discovered later. Where a month’s included hours are not needed, that is said in the report instead of being invented into busywork.

What A Report Contains

What was updated and why, anything that was fixed, anything that was noticed and deliberately not fixed, and the current state of backups and monitoring:

• Applied. Core, plugin and dependency updates, with anything that needed a fix after the update noted against it
• Held back. Updates deliberately not applied, and what is being waited on
• Fixed. The small things, and how long each took against your hours
• Noticed. Problems found but out of scope, with a rough cost to fix
• State. Last successful backup, last restore test, uptime, certificate expiry

If nothing happened, the report says so. A quiet month is the product working, not a month to invent busywork for.

What Falls Outside

New features, redesigns, migrations and integration work are quoted separately. A care plan that silently absorbs project work either stops covering maintenance or stops being profitable, and both of those end badly for the person paying for it.

The same person handles your site every month, and you have their email address. There is no ticket queue and no first-line triage.