Description
By purchasing this maintenance plan, you acknowledge and agree to the terms outlined in our SLA.
View Maintenance Service Level Agreement
Included Support Hours
Includes up to 1 hour per month (12 hours per year) for content updates, troubleshooting, security configuration, and incident response. Unused hours carry forward within the 12-month term. Time beyond your available balance may be billed at PXM’s current standard hourly rate (or the applicable SW0135 rate for state agencies). See the SLA for details.
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
Routine backups are provided by your hosting provider and follow their retention policy. PXM may also keep its own website archive copies, made periodically and before major updates, stored securely for up to one year. For sites that collect sensitive or regulated data, those copies exclude form submissions and other sensitive records. These are for restoring the website and are not a backup of your data. See the SLA for details.
Security and Compliance
Included in the plan fee
- WordPress core, plugin, and theme updates, including security releases, applied automatically as they are published (or during the monthly review on sites not using automatic updates)
- Security plugin scanning enabled, with PXM reviewing high and critical alerts as they are received
- Maintaining the required security plugin and two-factor authentication (2FA) for administrator accounts
Available, and drawn from included support hours when needed (time beyond your available balance may be billed at the applicable hourly rate; see SLA)
- Initial security plugin and 2FA setup
- Security hardening or configuration beyond standard settings
- Investigating and responding to a confirmed or suspected compromise
- Malware removal, cleanup, and site restoration after a compromise
- Log review, incident summaries, or written reports requested by your IT, InfoSec, or insurance contacts
- User account audits and access reviews
- Security questionnaires, vendor assessments, or compliance documentation beyond PXM’s standard documents
Not included
- Server, hosting, firewall, DNS, CDN, or email security, including host-installed tools such as Imunify360
- Network, device, or endpoint security, and accounts outside WordPress
- Penetration testing, formal security audits, or forensic investigations
- FERPA, HIPAA, PCI, or CJIS compliance work (requires a separate scope of work)
- Breach notification decisions or notices to affected individuals or regulators
Client responsibilities
- Keep 2FA enabled on all administrator accounts and do not share logins
- Promptly remove access for departed staff and vendors, and let PXM know
- Coordinate with PXM before installing plugins or themes
- Report suspicious activity as soon as it is noticed
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. For clients using SSO (Single Sign-On), we will coordinate with IT staff to ensure administrator-level access follows equivalent security protocols.
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. Also includes Google Analytics and SEO/SEM pixel placement, and 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.
- Prevention of zero-day vulnerabilities or compromised vendor updates (response and cleanup use included support hours)
Government Websites (State of Oklahoma Clients)
State agency websites are maintained under an automated security model, per state cybersecurity direction. Security fixes are often bundled into routine plugin releases, so all updates are applied as soon as they are released, without advance testing, to avoid delaying patches.
Included in the plan fee
- Automatic installation of all WordPress core, plugin, and theme updates, including major versions, through the hosting provider’s Installatron (or WordPress auto-updates where PXM has no hosting access), with a backup created before each update
- PXM’s standard ATO documentation, Certificate of Insurance, and W-9 on request
Also note for state clients
- Advance testing or staging of updates is not included
- Fixing compatibility issues caused by automatic updates uses included support hours
- Time beyond your available annual balance is billed at the applicable SW0135 rate and must be covered by the agency’s purchase order
- When a single purchase order covers multiple websites, included support hours may be pooled across those sites
All other terms are the same as for any maintenance plan. Non-government clients may request the same automated update model.
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.
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.
Plan details last updated September 15, 2026. Terms are governed by the Service Level Agreement.
