Technical Support

WordPress maintenance services to keep your site fast and secure

Never worry about maintaining your site again. From backups, to WordPress & plugin upgrades, we take care of all the technical details for you.

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Premium WordPress hosting & maintenance

Supported by real people and powered over the fast and reliable Google Cloud Platform

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Pure speed

We utilise complete resource isolation, automatic scalability, and high
availability.

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Seriously secure

Active and passive protocols to stop attacks, hacks, and bad actors from bringing down your site

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Updates by humans

With monthly manual updates, we ensure your WordPress site gets the latest features and security fixes

What makes Pronto’s Technical Support special?

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Regular theme & plugin updates

Keeping WordPress updated is not just a nice-to-have, it’s critical! Updates improve security, reduce bugs, improve performance, and add new features

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24/7 reactive & proactive uptime monitoring

We check the status of our sites every 2 minutes to ensure they are still up. Our host provider is notified when a site goes down and engineers will investigate

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Pronto
Dashboard

See your website performance data in a way that’s easy to understand, allowing you to make judgements about how your site compares to others in your industry

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Secure, fast, and improving all the time

High security network with speed obsessive architecture

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Automatic scaling

Powered by the premium Google Cloud Platform, we make sure that your site remains live during sudden spikes in traffic

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And much more

Daily backups, a staging site just for running site updates, SSL certificates, and hack and malware removal, all powered by Google’s Premium Cloud Platform

A feature-rich WordPress platform

Developed over more than 10 years and maintaining thousands of sites every day

SECURITY

Secure WordPress Hosting

Active and passive measures to stop attacks

SECURITY

Unique Admin URLs

Prevent hackers from finding your admin login page

SECURITY

Two-Factor Authentication

Make sure only you and your team can access your WordPress Dashboard

SECURITY

SSL certificate included

Keeping your site's traffic secure through encryption

SECURITY

XML-RPC disabled

Reduce risk of brute force attacks

SECURITY

HTTP Security Headers

Harden your site's security

SECURITY

WordPress Security Plugins

Extra on-site security

SECURITY

Database Security

Protecting your data at the source

SECURITY

Secure File and Server Permissions

Preventing unauthorized access to your site files

SECURITY

reCAPTCHA Support

Protects your website from spam, fraud and abuse

SECURITY

Hardware firewalls

Extra layers of security

SECURITY

DDoS detection

Prevents downtime due to DDoS attacks

SECURITY

Encrypted SFTP and SSH connections (no FTP)

To keep your files protected

PERFORMANCE

Latest Stable PHP Version

Keeping the backbone of WordPress strong

PERFORMANCE

Latest WordPress Versions

Squashing bugs and boosting site performance

PERFORMANCE

Image Optimization

Helps to make sure your site loads quickly

PERFORMANCE

Nginx

Reverse proxy, HTTP cache, and load balancer

PERFORMANCE

Choose your data center

Host your site near your customers

PERFORMANCE

Premium tier network

Get the best of Google's Cloud Network

PERFORMANCE

Server-level caching

Helps keep your site loading quickly

PERFORMANCE

Performance monitoring

Using New Relic to highlight and eliminate performance issues

PERFORMANCE

16 Dedicated PHP Workers

Execute simultaneous WordPress tasks quickly

PERFORMANCE

Media Cleaner

Reduce website bloat by removing unused media

PERFORMANCE

Powered by Google Cloud

The largest, fastest, and most secure network on the planet

RELIABILITY

Broken link checker

Ensure your visitors see your pages instead of 404 errors

RELIABILITY

Hack fix guarantee

If your site is compromised while hosted with us, we’ll fix it for free

RELIABILITY

Expert WordPress support

Work directly with WordPress support specialists

RELIABILITY

Staging site for testing

We use a clone of your live site to test site updates

RELIABILITY

Human testers

Dedicated WordPress testers to keep your site up-to-date

We will never stop improving!

New security, performance, and reliability features added frequently

Technical Support plan

Includes free migrations and a hack fix guarantee.

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$99

USD / MONTH

Free migration
Hack fix guarantee
100,000 visits
30GB disk space
Free SSL certificate & CDN

Sign Up

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Support Plans

Everything above plus...

Unlimited website edits
Team of WordPress Specialists
A dedicated account manager*

From $199/month

Learn More

*On our Dedicated Support plan

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Design & Build

Powerful WordPress website
Optimized for search engines
Customized for your business
Responsive on all devices
Comprehensive and convenient

From $4,500

Learn More

To learn more about all plans, speak to Adam!

Let’s talk about which plan is right for you!

Adam Porteous
Head of Sales

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Frequently asked questions

INCLUDED

Our Hosting & Maintenance plan, or Technical Support, includes hosting for your website, monthly theme & plugin updates, infrastructure support & uptime monitoring, a site that is secure like Fort Knox, built for speed, and powered by Google’s Premium Cloud Platform through Kinsta, a staging site, daily backups, an SSL certificate, proactive hack and malware removal, and much more!

Pronto-built sites will also get access to our Pronto Dashboard where you will be able to see all your key website metrics and reports.

NOT INCLUDED

Any front-end website edits or support. You’ll need to sign up for one of our support plans for that.

Or, if you need any new content, design, or custom development, you can sign up for a one-time Project.

The Pronto Dashboard is where you can:

  • View your website's key metrics
    • Traffic - total traffic, unique visits, organic visits, average session duration, top visited pages, new vs. returning visits, top referrers
    • SEO - highest keyword rank, keyword ranking graph, domain authority, linking domains, tracked competitors
    • Form submissions - total submissions, top lead channel, qualified leads, form submissions by channel/over time, tracked forms
    • Reports - weekly/monthly reports
  • Manage your Pronto account
    • Profile information
    • Account password
    • Email preferences
    • Invoices and billing information
    • Team members
    • And more!
  • View your Pronto services, and see other services offered
  • Access our support portal
  • Access your Campaign Monitor dashboard and reseller information (if applicable)

Not currently. To ensure we can fully optimize your site’s security, speed, and performance, we only support sites on our Pronto Platform for now.

Yes, you can. You own the rights to your domain name, so Pronto will work with your domain name provider to conduct a DNS update prior to activating your new website. It is a simple technical step that ensures your domain name (which can be registered with GoDaddy, Domain.com, Bluehost, etc.) connects with our servers where your website is hosted.

No. In order to keep your site secure and functional, we do not allow our customers to access the SFTP for their site. We also need to prevent large files being uploaded to our servers.

If you need to access your SFTP for any reason, submit a ticket and our WordPress specialists will help you.

We are happy to help you setup Zapier with your website and create new Zaps, but we don't offer ongoing support or troubleshooting. We recommend reaching out directly to Zapier if you have any issues.

Yes, we have in-depth articles on how DNS works with the following providers:

  • GoDaddy
  • Cloudflare
  • Domain.com
  • Namecheap
  • Network Solutions

If your provider is not listed, feel free to ask your Project Manager for assistance or visit our 24/5 online chat via the Pronto Marketing home page.

We recommend you send sensitive data, such as passwords, to us using a tool such as One-Time Secret.

We have a team of WordPress engineers and testers who are dedicated to keeping your site up to date.

Here is an overview of the update process:

  1. Generate a fresh staging site based on your live site
  2. Update WordPress core, theme, and all plugins on the staging site
  3. Run our laundry list of tests, and track bugs and issues
  4. Apply fixes to issues and re-run tests
  5. Share staging site with you to review
  6. Push approved updates to live site
  7. Provide you with a summary of the updates and information about new features and changes

Yes, we will troubleshoot and investigate any WordPress conflicts or any plugin that Pronto supports. We will also work directly with the plugin developer on your behalf.

If you don’t see the plugin you’d like to use, let us know and we’ll talk to our development team about adding it, or help you find an alternative.

Pronto knows WordPress, and we are here to make sure your website is always running smoothly, and ensure plugins are operating as intended.

Your website will be hosted on Pronto’s super-secure servers with support from our infrastructure partners, Kinsta and Amazon Web Services (AWS). It will live on our platform — not on your company’s servers or your domain provider’s servers — to ensure the highest level of availability.

We are currently in the process of moving all sites from AWS to Kinsta, which is powered by the Google Cloud Platform. All new sites built from June 2020 onwards will be on this network.

Contact us if you’d like to know which platform your site is on.

We are happy to work with security researchers. We take security, collaboration, and transparency seriously. With this in mind, we have created a program for responsible disclosure of security issues related to our services. If you believe you have found a security vulnerability which could impact us, our clients, or our services, we encourage you to report it to us.

Our rewards range from $100 to $1,000, depending on the severity of the bug found.

Read our bug bounty policy in full here.

We do not offer high availability (HA) hosting, but we do offer an SLA-backed 99.9% uptime guarantee. We can make this SLA, thanks to the flexibility of our container-based infrastructure, proactive load management by the Kinsta Engineering team, and the use of a best-in-class cloud provider in Google Cloud Platform.

We take security extremely seriously at Pronto and have a number of measures deployed and planned. Some security measures are active by default and some can be activated upon request.

Some of these measures include:

  • Installing SSL certificates - the first step for improving security on a website
  • Activating 2FA - any WordPress user account can be configured with 2FA upon request
  • Enabling HTTP security headers - available on all websites upon request
  • Akismet & reCAPTCHA spam protection - to protect your site against unwanted bot and spam entries
  • Custom WordPress login URL - reduces brute force attacks by hiding the login URL. Soon to be available on all websites upon request
  • 30 day update cycles - keeping your website up-to-date is vital. We are starting to roll out 30 day updates across all our sites
  • And many more! - we have many more security features deployed such as server side protections, and on site security fixes

Yes, we support both free SSL certificates and custom SSLs. Our free SSL certificates are generated by Cloudflare and are suitable for the majority of websites. However, we also support custom SSLcertificates, for websites that require them.

We can carry out performance optimizations on our Website and Dedicated Support plans. Here are some of the tasks we can perform to improve the speed of your site;

  • Optimize Images
  • Specify Image Dimension to Load in Proper Size Images
  • Reduce Server Response Time
  • Inline JS and CSS for small file
  • Preload for Google fonts and local fonts
  • Remove unused JS and CSS
  • Minify Javascript and CSS
  • Leverage Browser Caching
  • Enable Compression
  • Render-Blocking Resources
  • Remove Query Strings
  • Combine Requests
  • Lazy Loading Images
  • Inline Critical CSS
  • Activate CDN Support
  • And more

Get a FREE Website Performance & Security review here.

Yes, we have three options for backups:

  1. Content Export (free) - This just includes website content such as page content, images, white papers, and blog posts, but does not include our WordPress theme, plugins, database, or web code.
  2. Full Backup file ($499 fee*) - This includes all content plus our WordPress theme, plugins, database and web code. (Licenses and some Pronto-specific plugins will be removed.)
  3. Full Backup with complete migration ($1999 fee) - This includes everything from option 2, plus a dedicated engineer to help you get set up on your new host. (Licenses and some Pronto-specific plugins will be removed.)

Why do we charge a fee?

We manage thousands of sites in a multi-site environment, meaning all sites live on the same server and database. Extracting your site from this shared environment requires time and labor from our engineers.

* This service is free if you are on our Elementor platform.

Yes, you will get a staging site, which is a direct copy of your live site.

The staging site IS for Pronto to run and test new updates, and for you to review these updates. It can also be used for testing out new and existing plugins. All new plugins must be sent to Pronto to vet and install.

The staging site IS NOT for developing new layouts or pages. We won't deploy the staging site to the live site, as this is likely to break the live site and lead to data loss.

We have just two limitations, on disk space and site visits.

Disk Space

You get 30GB of disk space for your website. This is sufficient for 99% of all sites we host, with the average site size being 0.5GB.

We charge $50/m per additional 10GB used. We also offer image optimization and media clean up to help reduce the size of your site.

Visits

You get 100,000 visits per month.

We charge $50/m per additional 100,000 visits.

What counts as a visit?