Hosting

Premium support offers unlimited updates to the website – capped only by a time limit of 60 minutes. That is, each update request must be able to be completed by one of our developers in under 60 minutes. If the task takes longer, or we anticipate a task to take longer than the time limit then we will provide a quote or estimate for that task.

Common task include:

1. Adding content
2. Adding a new page
3. Making minor changes to layout
4. Installing a new plugin (but not necessarily configuring)
5. Bugs
6. Adding new simple forms
7. Installing widget code from 3rd parties
8. Making SEO updates per instruction

Unlimited Level 1 Updates are available on the Enterprise plans. Level 1 Updates are not capped by time, rather by complexity.

Level 1 complexity is broadly defined as tasks not requiring the use of “logic”. For example conditional logic: if (condition) then (task).

Common tasks that do fall under Level 1 complexity are:

1. All Premium support level tasks
2. Creating new page templates from supplied designs
3. Optimising speed and website performance
4. Adding bulk content
5. Installing and configuring a plugin (exceptions may apply)
6. Bug fixes and errors occurring from updates

Workflow Management is part of the Enterprise and Strategic support plans; It is a way of managing updates to a website or application that minimises errors, enhances security and provides greater control for staging and testing new elements. It also allows for multiple developers to work seamlessly on a single application or website.

This process is managed using a version control protocol called “GIT”

An overview is provided below:

• Local host
• Is a development environment on the local computer of an individual developer working on the project.

• Staging
• Is where all changes are submitted, viewed, and tested on a server accessible by clients and project managers

• Pre-live
• Is identical to the live environment, and is a final check that no new changes will have an adverse effect on the live site. It can also be used as recovery.

• Live
• Is the live site. Only accepts updates pushed from the Pre-live environment, this drastically reduces unexpected errors.

In general, we can provide reporting (as required) on:

• Website traffic
• Bandwidth
• Backup status
• Security scanning results
• Website and platform updates applied
• Server performance statistics

We do not necessarily report all of these by default (and our ability to do so will depend on the server and website environments on a case-by-case basis.) TBST will work with you to determine the appropriate level of reporting requirements for the covered websites.