Understand exactly what is covered in Compass Production’s ongoing website support and maintenance: updates, security, backups, and content assistance.
What Is Included in Ongoing Website Support and Maintenance with Compass Production
Your website is a living system, not a one-time project. This article explains what Compass Production’s ongoing support and maintenance typically includes, what falls outside of scope, and how to get the most value from your plan.
1. Core Software, Theme, and Plugin Updates
Keeping WordPress and its components updated is essential for security, performance, and compatibility. As part of ongoing maintenance, we manage these updates for you on a regular schedule.
What We Update
- WordPress core: Major and minor releases after they are tested for stability.
- Theme: Your active theme and any required child theme updates.
- Plugins: Active plugins that are part of your approved stack.
How Updates Are Handled
- Updates are applied on a staging or safe environment when needed for complex changes.
- We perform a visual and functional spot-check after significant updates.
- Critical security updates may be applied outside the normal schedule if risk is high.
What Is Not Included
- Rebuilding or replacing abandoned or unsupported plugins.
- Major redesigns triggered by theme changes.
- Custom development to make third-party plugins work together in non-standard ways.
2. Security Monitoring and Hardening
Security is an ongoing process. Your plan includes proactive measures to reduce risk and monitoring to catch issues early.
Security Measures We Maintain
- Firewall and malware scanning via a reputable security plugin or hosting tools.
- Login protection such as rate limiting, reCAPTCHA, or two-factor support where available.
- Core hardening (e.g., disabling file editing in the dashboard, limiting XML-RPC where appropriate).
- SSL/HTTPS checks to ensure your site continues to load securely.
How We Respond to Security Alerts
- Review and triage alerts from our monitoring tools.
- Block suspicious IPs or patterns when needed.
- Advise you if we detect compromised credentials or risky user behavior.
- Coordinate with your hosting provider for server-level issues.
3. Automated and Managed Backups
Backups are your safety net. Your maintenance plan ensures you have recent, restorable copies of your website.
Backup Coverage
- Full site backups (files and database) on a regular schedule.
- Off-site storage of backups where possible (separate from your main hosting account).
- Retention policy so you have multiple restore points.
Restoring from a Backup
When something goes wrong, we can restore your site to a previous state.
- You notify us of the issue (for example, a broken layout or accidental content deletion).
- We identify the most appropriate backup point to restore from.
- We restore the site on staging first for major issues, or directly on live for simple content rollbacks.
- We ask you to review and confirm that the restored version is acceptable.
4. Uptime and Basic Performance Monitoring
We keep an eye on whether your site is reachable and loading within a reasonable time.
What We Monitor
- Uptime checks: Automated pings to confirm your site is online.
- Basic performance metrics: High-level page speed and response time indicators.
How We Respond
- Investigate alerts about downtime or slow response.
- Coordinate with your host if the issue is server-related.
- Recommend performance improvements (e.g., caching, image optimization, hosting upgrades).
5. Content Edits and Small Site Changes
Most ongoing support plans include a set amount of time for content and layout adjustments each month.
Typical Content Requests We Handle
- Editing or replacing text on existing pages.
- Swapping images or updating galleries.
- Adding or removing sections within existing page templates.
- Creating a small number of new pages using your current design system.
What Usually Falls Outside of Scope
- Full-page redesigns or new custom templates.
- Complex new features (e.g., membership systems, custom booking flows).
- Large content migrations or bulk imports.
How to Request Content Changes
- Send your request via your agreed support channel (ticket system or email).
- Include the page URL, a short description, and the exact text or files to use.
- We confirm if the request is covered by your plan or if it requires a separate estimate.
- We implement the change and let you know when it is ready for review.
6. Technical Support and Troubleshooting
When something breaks or behaves unexpectedly, your support plan gives you a first line of technical help.
Examples of Covered Issues
- Pages not loading as expected.
- Forms not sending notifications (within the existing setup).
- Display issues after a plugin or theme update.
- Minor bugs in existing functionality.
What You Should See
After we complete troubleshooting, you should see:
- The affected page or feature working normally again.
- A short explanation of what went wrong (when identifiable).
- Any recommendations to prevent similar issues in the future.
7. Training, Guidance, and Best Practices
We want you to feel confident using your website. Ongoing support often includes light training and strategic guidance.
Types of Guidance We Provide
- How to safely edit content in WordPress (and Elementor, if used).
- Best practices for uploading images (sizes, formats, naming).
- Basic SEO hygiene for new pages and blog posts.
- Recommendations when you are planning new sections or campaigns.
8. What Is Not Included by Default
To avoid surprises, it is important to understand what usually requires a separate project or add-on agreement.
Common Exclusions
- Brand-new custom features or integrations.
- Full visual redesigns or rebranding.
- Complex marketing automation setups.
- Copywriting, photography, or video production.
- Paid advertising management or advanced SEO campaigns.
If you are unsure whether something is covered, ask us before you invest time preparing assets. We will clarify whether it fits within your plan or needs a separate estimate.
9. How to Get the Most from Your Support Plan
- Report issues early: Small problems are easier and faster to fix.
- Batch content requests: Grouping changes together uses your included time more efficiently.
- Share your goals: Let us know what you are trying to achieve so we can suggest better solutions.
- Keep access details current: Ensure we have working logins for hosting, email, and third-party tools when needed.
Your ongoing support and maintenance plan is designed to keep your site secure, stable, and aligned with your business. When in doubt about what is included, reach out—clarifying scope early helps us support you more effectively.
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