Description
By purchasing this maintenance plan, you acknowledge and agree to the terms outlined in our SLA.
View Maintenance Service Level Agreement
Content Updates & Technical Assistance
Includes up to 1 hour per month of technical support and content updates for existing pages, posts, and forms, with a total annual cap of 12 hours. Unused hours may accrue and be used later in the year, but must be applied within the 12-month term.
Annual Plugin Licenses
Covers annual license fees for agency-managed pro licenses (Beaver Builder, Elementor, UABB, Smart Slider, Gravity Forms, etc.). Client-specific licenses are not included unless otherwise stated in your contract.
Periodic Site Review
Your site is reviewed by the PXM team at least once per month to ensure functionality, plugin compatibility, and platform health.
Notifications Configuration
Where possible, PXM configures hosting and WordPress systems to notify our team of technical issues or downtime affecting your website.
Automated Backups
Most backups are stored within the hosting platform and follow your provider’s default retention policies. When server access is available, PXM may create additional offsite backup archives a few times per year—especially prior to major updates.
For sites handling sensitive data, we may retain a stripped-down, non-sensitive archive version on a quarterly basis. Offsite backups are securely stored and retained for up to one year.
Security and Compliance
All maintenance plans include regular security scans, software updates, and best practices aligned with insurance and cybersecurity standards.
Security Requirements:
All sites must use an approved security plugin and require two-factor authentication (2FA) for admin-level users. These measures are required by PXM to maintain cybersecurity coverage and reduce risk.
Insurance & Risk Management
PixelMongers LLC maintains active Cybersecurity and Errors & Omissions (E&O) insurance to protect against digital service delivery risks. Certificates of Insurance are available upon request.
Third-Party Integrations
This plan includes help with integrating and maintaining third-party services, such as Microsoft Email API, Google Email API, Constant Contact, Emma, Salesforce, HubSpot, and similar platforms.
Government Websites (State of Oklahoma Clients)
For state clients, this plan includes additional administrative support to comply with procurement and cybersecurity mandates. Non-government clients are not subject to these provisions but still benefit from industry-standard security and maintenance practices.
Additional Services Included:
- WordPress core and plugin updates (minor and major)
- Troubleshooting and malware removal
- Admin-level oversight of Managed WordPress hosting
- Email service troubleshooting (e.g., API failures)
- Plugin/module replacement if deprecated
- Site restoration from a working backup
- Server-to-server migration (within same environment)
- Google Analytics and SEO/SEM pixel placement
- Assistance renewing licenses for third-party services
Exclusions:
- Creation of new page layouts, landing pages, or redesigns
- WCAG 2.1 AA remediation (available as an add-on service)
- Direct server administration or management beyond WordPress-level support (e.g., AWS, Azure, Windows Server environments).
PixelMongers provides limited guidance for Managed WordPress and Linux/cPanel servers and may assist in coordinating with hosting providers when needed.
Optional Hosting
PXM offers optional hosting for smaller sites on our monitored Managed WordPress platform, optimized for performance and security. Staging server support and hosting for larger sites is available through the Business Premium Plan.
Important Notes
To meet cybersecurity insurance and SLA standards, all maintained sites must include active security plugins and enforce Two-Factor Authentication (2FA) for administrator accounts.
PixelMongers uses 2FA internally to access all client systems. For clients using SSO (Single Sign-On), we will coordinate with IT staff to ensure administrator-level access follows equivalent security protocols.
Support & Contact
For all maintenance-related support requests, please email [email protected].
All requests are tracked via our HubSpot Service Desk to ensure timely resolution and full support history tracking.
