Wyze Webcare

Web Care Tickets are 30 minute portions of time which you can use for content changes on your website.

Here are some examples:

• Supporting with your customer queries, bugs, issues
• Answering queries about how to use the website
• Updating content on one of your webpages
• Fixing basic bugs or issues with functionality
• Fixing layout issues or mobile responsiveness
• Creating webpages from existing page layouts
• Uploading or updating products
• Editing SEO attributes of pages, products, categories etc
• Creating new blog posts using content you provide
• Or technical team will review the size of your request once received.

On larger requests our team may advise that a task is worth more than one credit or may provide a bespoke quote in the instance that a task is particularly out of scope.

When you sign up for a Wyze Web Care plan we will provide you with an email address where you can send us your queries or tasks.

Providing you are on an active plan, our helpdesk will recognise your email address/es and automatically create a new support ticket for you. We’ll then review your request and get to work!

Our target response times are shown in the plan table above.

In most cases we also aim to also resolve your issue in this timeframe.

However some issues are more complex than others and some rely on us communicating with third parties such as plugin developers etc. In these instances, we will keep you regularly updated on the status of your issue.

Yes. Currently our Wyze Web Care plans are only available to websites built on the WordPress platform.

Before we begin, it is also important for us to ensure your website is in a relatively healthy state with no major issues.

Our team will arrange to review the admin panel and back end of your WordPress site before accepting you onto a plan.

If we find any major issues, we may advise on some next steps for you to take or provide a quote to resolve

We will need both administrator logins to your WordPress website and FTP/SFTP access to the back end of your site. Our team can advise on how to acquire these if you do not have them to hand.

Ideally our team can also gain access to your Google Analytics to allow us to create your Wyze Web Care reports.

Providing we are given access to your Google Analytics, your Web Care Reports will list:

• Information on the plugins which have been updated as part of your maintenance work
• Information on any WordPress Version updates which have been conducted as part of your maintenance work

Members on Premium plans will also receive page speed statistics in their reports.

Members on Deluxe plans will also receive page speed statistics and SEO keyword rankings in their reports.

Web Care Credits do not carry over to the next month if they have not been used. Your credits expire at the end of each month.

However, if you have excess tickets, our team take time to review your website at the end of each month and will actively fix any visible bugs/improvements to utilise the ticket time.

Our Wyze Web Care plans have a minimum term of 3 months and a cancellation period of 60 days.

Please complete the form at the bottom of this page.

Our team will then be in touch to arrange a review of your site and take you through the next steps to begin.

Email us at [email protected] to request for your plan to be cancelled. Our team will be in touch to confirm your cancellation.

If you have used all of your Web Care Credits in a given month you may still place a support request.

The price of additional credits will depend on your plan.

Additional credits are priced as follows:

• Maintenance plan: £50+VAT per credit
• Premium Support plan: £25+VAT per credit
• Deluxe plan: £20+VAT per credit

Yes! Email us at [email protected] to let us know you’d like to change – just give us 30 days notice and we can upgrade or downgrade your plan ready for your next month.

We will update as many of your plugins as possible each month and review and resolve issues that crop up if possible.

However, there is occasionally good reason not to update a plugin, in the instance that the plugin version has a conflict with other plugins on your site or is causing other issues.

Separately, if you have premium plugins built into your site we will require the license keys for these and may advise on renewing any premium plugins which have expired licenses.

There are no Web Care Credits included in this plan but you can still request tasks to be completed through the helpdesk. Credits will be charged individually.

If you are on the Standard plan you have full access to our support platform where you can submit and keep track of your requests. You can also submit a request through our dedicated email with details on what you like to be done.

You will not be charged for Web Care Credits without prior confirmation.