WooCommerce Pro Partner
WordPress Pro Partner
WooCommerce support that keeps your store running
WooCommerce support and maintenance for Australian retailers. Updates, backups, security, fixes and improvements, with set hours each month and a Sydney team you can call when something goes wrong.
What WooCommerce support and maintenance covers
Maintenance comes first each month.
The rest of your hours go to the fixes, improvements and new work on your list.
Updates and security
Updates, backups and security
The routine work that stops small problems turning into big ones.
Updates are tested on a staging copy of your site first, then applied to the live store, so an update does not break your checkout.
The whole site is backed up every day, so we can restore it quickly if something goes wrong.
We keep an eye on plugin security alerts, remove old plugins and clean up code the site no longer needs. Outdated plugins and unused code are common ways WordPress sites become vulnerable.
Fixes and improvements
Fixes, changes and improvements
Your hours go to the things on your list, from a broken shipping rule to a new feature.
Checkout errors, payment gateways, shipping rules and stock that does not match. These always go to the top of the list.
New pages, banners, product setup, emails and the other small jobs your team does not have time for.
Once the site is stable, more of your hours go to improving it: faster pages, a smoother checkout, better filters and features you have been putting off.
“We would highly recommend EUX to any business with complex ecommerce or systems integration requirements.”
Jaggards
Read the case study
Hosting and speed
Hosting, speed and uptime
Most of the stores we support are hosted with us on Kinsta, so hosting, maintenance and support can be handled together.
Fast, secure WordPress and WooCommerce hosting on Kinsta, which runs on Google Cloud with a built-in CDN. We are a Kinsta Elite Agency Partner and handle the setup, the moves, daily backups and the server side. More about our managed WooCommerce hosting.
We look for what slows the store down, such as heavy plugins, large images and failed background jobs. On one store, we cleared more than 19,500 failed background tasks.
The site is monitored around the clock. If it goes down, we know about it and start investigating.
How we work
How we work together
Everything runs through ClickUp and Slack, so you can see what we are working on and where each task is up to.
Every request becomes a task. Urgent items go first, then we work down your priority list. Each task moves through development, QA and approval before it is marked complete.
We keep the technical notes for your store in ClickUp: how it is set up, hosting and maintenance steps, integrations and known issues. It stays with your business, not in one developer's head.
Day-to-day questions and quick updates happen in a shared Slack channel. For anything urgent, you can call us on (02) 9121 6234.
Two websites supported and improved together.
Updates, fixes and new work for Narangba Timbers, all tracked in ClickUp.
Read the case study
Hours and reporting
Your hours, and a report each month
You can see how your hours are being used at any time, not just when the invoice arrives.
ClickUp shows the hours used and remaining this month, and the time spent on each task. It resets at the start of each billing cycle.
At the end of each month, we send a short summary of the maintenance done, support handled, work completed and what we recommend next.
Planning a sale, product launch or bigger project? We agree extra hours with you first, before any additional work starts.
How quickly we respond
Every request is given a priority when it comes in.
These are our response times during business hours.
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Critical
4business hours
The site is down, checkout is not working or the site has been hacked.
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High
1business day
Something important is not working, such as a payment method, shipping rule or stock sync.
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Medium
2business days
A problem with a workaround, or a page that is not displaying properly.
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Low
3business days
Small changes, content updates and questions.
A response means someone from our team has picked up the request and replied. How long a fix takes depends on the problem, access, third-party systems and the hours left that month.
Examples of stores we've supported and improved
A few examples of WooCommerce stores we've helped fix, improve or support over time.
Getting started
How we take over your site
Many support clients come to us with a site someone else built.
This is how the first few months work.
You can see every task in ClickUp
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01
Review your site
We talk through what is working, what keeps breaking and what you want to improve, then check the site, hosting, plugins and connected systems.
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02
Access and setup
We set up a staging copy of the site, your ClickUp board, documentation and a Slack channel with our team. If it helps, we move the site to our Kinsta hosting.
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03
Urgent fixes first
The first month focuses on anything stopping orders, slowing the site down or putting the store at risk.
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04
A three-month plan
We agree the tasks for months one, two and three, so you know what is coming and roughly when.
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05
Every month after that
Maintenance, your priority list and a report at the end of each month. We review the plan as your business changes.
Something broken right now?
If your store is down, has been hacked or is not taking orders, call us on (02) 9121 6234. You do not need to be on a support plan.
Questions about WooCommerce support and maintenance
Updates, backups, security checks and hosting, plus a set number of hours each month for fixes, small changes and improvements.
Everything is tracked in ClickUp, and you get a report at the end of each month.
Your plan includes a set number of hours each month. Maintenance comes out of those hours first, and the rest goes to support requests, small changes and agreed development work.
Time spent on support requests, investigations and the work itself is logged against each task, so you can see where the hours went.
No. The plan reserves our team's time for your site each month, rather than building up a bank of hours.
If a piece of agreed work is already planned or in progress, we carry it into the next month so it is not lost.
Critical issues, such as the site being down or checkout not working, are picked up within 4 business hours. High priority issues are picked up within 1 business day, medium within 2 business days and low within 3 business days.
How long a fix takes depends on the problem, access, third-party systems and the hours left that month.
Yes. Many of our support clients came to us with a site someone else built.
We usually start with a health check, then fix what matters most first.
Yes. We provide managed WordPress support for business websites as well as WooCommerce stores, on the same kind of monthly plan.
Most of the sites we look after are hosted with us on Kinsta because it lets us handle speed, backups, security and support in one place.
If you would rather keep your current hosting, we'll look at it first and tell you plainly if it is holding the site back.
Call us. We clean out the malicious code, update everything, change passwords and lock the site down, usually within a day or two, for a fixed price.
It depends on how many hours your site needs each month, how complex it is and what it connects to.
WordPress support starts from A$99 a month + GST. WooCommerce support starts from A$249 a month + GST, and WooCommerce support and development from A$399 a month + GST. Complex stores with integrations, ERP or POS connections, high traffic or regular development work get a custom plan, quoted after review.
We recommend the right plan after looking at your site, so you know the monthly price before you start.
Yes. Ad hoc work is available too, quoted per job.
A plan suits stores that need regular attention because the hours are reserved for you each month.
Talk to us about support
Tell us about your site, what keeps going wrong and what you need help with each month. A real person from our Sydney team will get back to you to talk it through.
Rather talk now? Call us(02) 9121 6234We'll only use your details to reply to you.