Reliable white label WordPress support & maintenance

We’ll create an account for you on our project management tool. You’ll then be able to easily queue up new requests for our team to take care of.

If you have more than 50 websites hosted with us or sign up for a monthly recurring support plan of 150 hours or more, we’ll work in your project management tool. We currently support Asana, Teamwork Projects, Trello, Basecamp, ClickUp, and Monday.com.

If you have more than 50 websites hosted with us or sign up for a monthly recurring support plan of 150 hours or more, we’ll work in your project management tool and we’ll work on a communication plan with you to determine when and how we’ll work directly with your clients.

We’ll even join you on the occasional phone call with your clients if necessary.

If you have less than 50 websites or less than 150 hours per month, we can help write drafts for messages that involve explaining technical issues to your clients, but we won’t send messages to your clients directly.

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 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 1 business day
• Medium requests, such as multiple page changes, we aim to solve within 1-3 business days
• 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

For all new pages we create, we’ll make sure the page has appropriate keywords in the title tag, H1 heading, and URL slug. We can also assist with setting up an XML sitemap, installing the Google Analytics tracking code, or verifying the site with Google Search Console.

For existing pages on a website, upon request we can fix fundamental optimization issues such as the homepage title tag being set as “Home” instead of a target keyword or issues preventing Google from crawling the website.

However, these small fixes typically aren’t enough to have a noticeable impact on SEO performance. If you have a client who is looking to improve their traffic or lead generation or needs assistance with tasks like keyword research, in-depth on-page optimization, speed optimization or link building, our marketing services are better suited for these goals.

Yes, we can provide hourly support for websites we don’t host, but we cannot guarantee the reliability, security, or performance of your sites. 

Here are a few things to be aware of if you decide to host your site:

• We recommend you keep your websites up-to-date and perform major updates on a staging environment first
• Please provide us with a staging environment for each website, so our developers can perform major updates here before we implement it on the live site.
• Make sure to back up your websites frequently. We recommend backing up at least daily.
• The credentials to access your website dashboards will be kept in Pronto’s password manager platform and shared with our team to ensure that all Pronto agents can access your websites.

Yes, providing it passes our plugin policy, which ensures that 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.

We can also unlock your websites which will allow you to install your own plugins. We only recommend this for technically savvy agencies, as installing, updating, or removing plugins can cause the site to break.

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)
• Elementor Pro (Value = $99/year)
• Essential Addons for Elementor (Value = $40/year)
• Gravity Forms with 45 add-ons (Value = $259/year)
• The Plus Addons for Elementor Page Builder (Value = $39/year)

TOTAL VALUE = $537/year

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

Yes, we can source or edit up to 5 new images per month per site for you as part of your Support package. For any more than that, there will be an extra charge.

Everything from small tasks like fixing a typo to large tasks like writing, design, and implementing a new landing page are covered. If you’ve enrolled in our white label marketing services, your support hours can also be used for tasks related to those campaigns.

However, there are a few things that fall outside the scope of our support package:

• A complete refresh of your entire website. This is considered a Website Build and is charged according to the scope of the build.
• Very large or complex requests such as implementing WooCommerce solutions, creating a jobs board, creating custom integrations for 3rd party tools, or creating a large customized new feature on your website may have an additional fee.
• Customized blog articles. If you’d like assistance with writing blog articles, you would need to enroll in our white label blogging service.
• Copywriting, design, and development unrelated to your clients’ websites, such as brochures, ebooks, flyers, event banners, email templates, logos, developing software applications, or custom WordPress themes.

We can support websites we don’t host, but we cannot guarantee certain features, such as:

• Monthly WordPress updates – We perform updates to core, plugin, and theme files every month, manually tested by our team. However, for websites we don’t host, we cannot guarantee these updates.
• Hack fix guarantee – If your site is compromised while hosted with us, we’ll fix it for free.
• Staging site – We provide each site with its own staging site to plan and test site updates.
• Premium tier network – We host our sites on Google’s Cloud Network to ensure the highest quality and reliability.
• Choice of data center – There are over 30 data centers to host your website from.
• CDN inclusion – Speed up content delivery and reduce page load time with our HTTP/3-enabled CDN powered by Cloudflare.
• 16 dedicated PHP workers – These are used to execute simultaneous WordPress tasks quickly.
• Server-level & edge caching – This helps your site load quickly.
• Latest stable PHP version – We use the latest PHP technology with PHP 8.0 and 8.1.
• Secure WordPress hosting – Our host-chosen host provides state-of-the-art active and passive measures to stop attacks.
• SSL certificates – These are included as standard with every website we host.
• Disabling of XML-RPC – We disable known vulnerabilities to reduce the risk of brute force attacks.
• Database security & secure file and server permissions – Our servers are equipped with robust database security that protects your data at the source.
• DDoS detection – We implement active measures to prevent downtime due to DDoS attacks.
• Encrypted SFTP and SSH connections (no FTP) – We only use the most secure protocols to access server files.

Yes, you can work with your Site Manager to establish monthly limits for the websites that we help you manage.

Your Site Manager will send you monthly usage reports detailing the support hours you’ve used. You can also request this information at any time.

Yes, as long as the plugin complies with our policy, ensuring it is secure 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.

We can also unlock your website, which will allow you to install your own plugins. We only recommend this for technically savvy website owners, as installing, updating, or removing plugins can cause the site to break.

If your website is self-hosted, we may ask you to provide a staging environment for testing.

If you or your team have questions, you can use the form provided on your Asana board. Select the “Questions” task type and submit your inquiry there. We receive notifications instantly for each submission and will respond within one business day.

For urgent matters, you can access our live chat support directly from our website. Our support agents are available to assist you 24/5.