Website Maintenance & Support that scales with your business

Website Support

The most popular solution for small- & mid-sized companies. Includes unlimited website edits, WordPress consultation, and Platform Maintenance by our team of WordPress experts.

Dedicated Support

Includes all the features of “Website Support,” with a dedicated site manager who will handle all your requests via your own personal task board.

Technical Support

Ideal for our web-savvy customers. Does not include website edits, but includes hosting & routine upkeep on our secured Pronto Platform.

Technical Support (Hosting and Maintenance)

1. First, we’ll get your website hosted on our state-of-the-art servers
2. Our engineers will run optimizations, security fixes, upgrades, and activate our premium plugins to supercharge your website
3. We’ll continue to take care of your website from there, and send you monthly emails highlighting website upgrades.

Website Support

1. First, we’ll complete everything in Technical Support
2. Please read through our guidelines for submitting website requests for any future website tasks you might need
3. Submit a ticket whenever you’d like to update your website!

Dedicated Support

1. First, we’ll complete everything in Technical Support
2. Your dedicated Site Manager will reach out offering an onboarding call, and introducing your very own Pronto task board
3. Work directly with your Site Manager whenever you’d like to update your website!

Yes, we do! Read below to see what is included within “website edits”.

INCLUDED

Website edits include any changes that can be carried out by our WordPress Support Specialists, without the need of additional copywriters, designers, or developers. Normally this includes changes to your existing pages or content, but can also include adding new content as long as it’s provided by you, e.g. adding a new blog post where you’ve sent in the ready-to-go copy and images.

This also includes backend edits such as website setup, configuring and troubleshooting plugin settings where supported, and HTML/CSS adjustments.

NOT INCLUDED

Anything that requires new content creation or more custom web development can be carried out by our Projects team on a pay-per-project basis:

• Copywriting or editing such as creating headlines, service pages, or proofreading content
• Design work such as graphic design, image/icon sourcing, new page layouts, or creating mockups
• Development work that is more complex such as Javascript/PHP changes, building new page designs, editing plugin/theme code, and any large-scale projects such as adding new features or functionality to your site

No. On our hosting and maintenance plan you’ll have access to our technical engineers, but not our website support team.

To make website edits, you can access the WordPress dashboard of your site to make changes yourself, or you can upgrade to our Website Support plan for an additional $100/m to take advantage of our unlimited website support!

Yes, you can! You’ll have full access to the backend of your site to make changes yourself via the WordPress dashboard. If you're signed up to our Website Support or Dedicated Support plans, you can also send any website requests to us and we’ll take care of them for you.

Yes. If you’re on our Website Support or Dedicated Support plan, we can review what changes have been made and fix them to produce the desired effect!

If you’re on our Technical Support plan, our WordPress engineers can revert your site to a previous version using a backup.

Yes, providing it passes our plugin policy which ensures the plugin is not a security risk and works well with the other plugins on our platform.

When you request a new plugin or feature, our team might recommend an alternative that we already support, or that we know is tried and tested.

All Pronto sites built after June 2020 are on our new platform, with the fantastic page builder - Elementor. These sites include the following premium plugins for free with your support plans:

• Akismet Anti-Spam (Value = $100/year)
• Astra Pro (Value = $47/year)
• Elementor Pro (Value = $99/year)
• Essential Addons for Elementor (Value = $40/year)
• Gravity Forms with basic, pro and elite add-ons (Value = $259/year)
• The Plus Addons for Elementor Page Builder (Value = $39/year)
• WP Rocket (Value = $49/m)

TOTAL VALUE = $633/year

We also cover the cost of over 30 WooCommerce add-on extensions should your site need them!

Our support team operates 24 hours a day, 5 days a week, from 4pm PDT on Sundays to 4pm PDT on Fridays.

We also have a small standby team on weekends for emergencies such as website downtime.

We do not offer phone support on our Technical Support or Website Support plans.

However, if you are working on a Project or are signed up to Dedicated Support, you can request a call with your Project/Site Manager at any time!

On Technical/Website Support, you can contact our agents through our helpdesk or live chat 24/5.

We aim to get back to you and start work on all requests within 8 hours of submission. Complete resolution of requests depends on their size and scope:

• Small requests, such as single page change, we aim to solve within 24 hours
• Medium requests, such as multiple page changes, we aim to solve within 72 hours
• Large requests, such as multiple new page additions, can vary greatly but we aim to solve these within 5 business days or longer if this is a larger project

Our offices are located in Bangkok (Thailand) and Manila (Philippines). We communicate solely in English, and make sure all of our agents are proficient in English.

In Website Support, each individual website request is handled on a first come, first served basis on our helpdesk by any one of our support specialists.

However, in Dedicated Support, you’ll have your own Site Manager who is familiar with your website, knows your preferences, and can take care of your requests with better understanding of your overall business.

You’ll also have your own personal task board where you can easily add and monitor all requests, and discuss changes via phone with your Site Manager at any time.

If you have a complex site, rely on your site for a majority of your business, or just need that extra attention to detail, we recommend giving Dedicated Support a try! Learn more about Dedicated Support here.

Yes. When you upgrade from Technical Support to Website Support, you’ll gain access to our WordPress support team through our helpdesk.

When you upgrade to Dedicated Support, you’ll get assigned to one of our Site Managers and all requests will be moved to your very own task board.

Billing will be prorated on the day you change plans, and you’ll be charged the new rate on your next billing cycle.