Easily Amused Monthly Services

This service is set up to handle all your websites support, hosting issues, updating, and maintenance needs; along with an adviser-type role to help guide you along the way, assisting with any questions that may arise. 

Besides this maintenance and support, you also gain access to the full power of the development team as needed. 

Real-time support (no downtime) and website edits/improvements are not included in this monthly plan. We can work hourly as needed. This plan contains, at a minimum, 2 scheduled maintenance services per month plus any security patches as needed. It also includes any scheduled edits or scheduled troubleshooting taking up to 30 minutes of time. Anything that shows up that is not covered under active development if there is still time remaining, and more. 

We provide a 24-hour ticket system access, project management software access, and support.

Highlight Membership Features:

• Onboarding
• Access to Some Licensed and Tested Premium Plugins with support.
• Assigned Account Manager “Easily Amused”
• Scheduled Monthly call to Touch Base
• Provide 24- hour helpdesk support for LMS, and related software issues, to EA staff; 
• Project Management / Backlog Tracking
• And More…

Managed Hosting Support

Hosting itself is not included in the current plan; however, all our features still apply. Easily Amused’s client’s sites benefit greatly in terms of performance and reliability. 

Highlight Features

Monthly Site Maintenance

Bi-weekly, we log into your site to ensure everything is running correctly and is up to date. Security updates happen as soon as we can, once we are notified. No code changes should ever happen directly live on production. This is for security and best practices. Content changes are fine.

The top cause of malware and site hacking is due to out-of-date software, followed by weak passwords. Not updating your software exposes you to vulnerabilities found and exploited online on a daily basis. That is why we perform this particular task so frequently. On average, this takes about 2 hours a month, per site, per round of updates; with all our planning, testing, and development across our network, and testing again. An average month would contain 2 rounds of scheduled updates and a round of security patches, for a total of 3 per month.

All code changes and new features will always be fully tested in a staging environment before being pushed to production, where everything is fully tested again to ensure stability and security. 

Ongoing Maintenance & Security Tasks:

A tremendous benefit of working with Easily Amused is our hands-on maintenance and support. We will handle all the updates, backups, uptime monitoring, and security threats. Let the Easily Amused team worry about all the website maintenance so you can focus on your business. 

Scheduled Support & Troubleshooting 

Our support service ensures that your site is up and running. We take care of your site’s day-to-day needs, as well as any issues that arise; and with our monitoring systems, we are alerted the moment anything ever happens.

Easily Amused support plans are tailored to the needs of your site. At a minimum, this includes offsite backup, integrity checks, uptime monitoring, bi-weekly software updates, and security scans. Some support plans also include time for client support requests*. All requests will be answered in a timely manner in accordance with this SLA.  While we guarantee a response, not all requests can be fulfilled within the constraints of a monthly plan.  

To clarify, we define Client Support Request as:

1. Any questions, advice, consultation, or other conversational requests.
2. Anything that can be conducted in the WordPress Admin.
3. 30 minutes of troubleshooting or investigation into a problem/issue.
4. Anying that shows up that are not covered under active development,
   if there is still time remaining.

As a rule of thumb, anything meeting the above criteria is included within the scope of monthly site management, as long as monthly support limits have not been reached. When a task requires additional resources (i.e. time for project planning and development) a custom estimate will be provided. This must be approved before work will begin. Easily Amused always works to provide a timely, accurate estimate. New information may change the scope and estimate, which can require additional approval. 

Development/Support time can be purchased as needed. Also, if we continually run out of time each month (more than 20 hours), we would recommend a higher-level plan. This would be discussed with your account rep on your monthly check-in calls. Any issues that are due to the platform, Easily Amused will take care of and will not count towards the client’s monthly hours.

Support Time does not rollover. Hours do not count towards sprint work. This time is dedicated to anytime support and monthly unplanned unknowns that are not part of any currently planned development work.

Support & Maintenance Disclaimer

Work may be determined as ‘outside of plan scope’ at any time by Easily Amused based on the initial request specifications or after 30 minutes of troubleshooting or investigation.

We will notify you of any work that falls outside the scope of your support plan beforehand with an estimate of cost and delivery. We will also notify you when support limits for the month have been reached. All approved overages will be billed at that time at your current hourly rate of $160 unless otherwise noted per project.

Development (in all scenarios) will be quoted and invoiced when work is agreed upon and would be defined in a new separate proposal. All of the work is tentatively scheduled and requires payment of the invoice (or first installment) to secure the dates estimated for delivery.

Work can be paid for with prepaid block hours as well. Any project larger than 20 hours should be scheduled as a sprint’s worth of work. Or at the very least scheduled out in advance. The prepaid block time lets us work on smaller tasks in between larger projects. 

Any delay on your part in communication or payment forfeits the scheduled work dates and makes them subject to rescheduling at our next available window of time to complete the work requested. 

Our development schedule is booked out a minimum of 2 weeks at any given time and is handled in a first-come, first-served manner. Any major support issues or core updates from any client will take precedence over any new development.

Communication

Office Hours

Easily Amused’s operating hours are between 10 am and 6 pm EST, Mon-Fri with limited check-ins on the weekend and holidays for now. As we grow, we will have extended support hours. However, we can make any scheduled meeting time work for your team. 

Response Policy

During business hours we often provide a 4-hour response time to initial standard requests. You will find that our typical response time is much faster.

Your time is important to us. Because the realm of supporting all your needs is varied and vast, we may require some time to research or review to ensure that we are making forward progress with each communication.

The urgency of “URGENT” emails is subject to the reviewer’s discretion and may not result in immediate response or action solely due to the title of the email.

“Site Down” notifications and broken critical business processes are top priority requests and will be handled first.

Contact Info

Asana is the primary mode of communication with your Easily Amused team on active development topics, but email can also be used as needed.

You can contact anyone in the Easily Amused team at any time using support@easilyamusedinc.com. We use a shared inbox to increase visibility. Using private team emails or bypassing this inbox may result in a delay in replies, work completion, or loss of critical information that you send via private channels. Billing-specific inquiries can be sent to billing@easilyamusedinc.com. Office Phone: (407) 278-5498.

Current Pricing: Support & Maintenance 

This section will review our current pricing. We are going to extend to you your grandfathered rate on sprints for this project. We can lock in your rates for all other services for a year. These sprint prices will not extend past this project or beyond approved additional work included in this project only. 

PLEASE DO NOT SHARE OUR RATES OR YOUR RATES WITH ANYONE NOT INVOLVED IN THIS PROJECT. 

Basic Support Maintenance ($550/Site/Month) 

This is about 6 hours a month of support and updates for a single site and does not include hosting. Time does not roll over. Anything outside of the admin would need to be additional support time.

Advanced Support Main. ($700+/Site/Month) 

This has everything as the basic S&M plan plus a couple more hours devoted to making sure all your site’s added functionality is always working. This plan is recommended for sites that are more complex. Examples would be eCommerce, forums, memberships, LMS, Social network layer, and/or Multilingual. 

Managed Hosting ($150+/Site/Month)

This is really a straight passthrough expense. Overages may apply based on traffic levels. We currently host primarily with Pantheon or WP Engine if a multisite is needed. This is not a service your team needs at this time, but we do offer a more hands-on approach with some of the top hosting providers. 

On-Call Support (Starting $5000/Month+S&M) 

We do not recommend this option and do not think it is needed, but if your team wants real-time support, we will make sure we have a staff member on call 24 hours a week at whatever time your team would require. This does not mean they are working only on your tasks, more including the ability to call or email someone and expect an almost immediate response. All work rendered would accrue additional time.

Pricing Plans

Need assistance?
We have all the solutions to help you!