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.

Our website support does not include support for Zapier, however, your website can be integrated with Zapier using webhooks for Gravity Forms. If you would like to learn more, feel free to send an email message to [email protected].

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 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 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?