Maintenance & Support Policy

Ulement provides website maintenance & support and hosts for our clients. Below are the services we provides.

Website Support

  • Website debug
  • 404 Error
  • Internal Server Error
  • Error establishing database connection
  • Connection timed out
  • Insufficient PHP Memory
  • Website’s content update
  • Modifications and minor enhancements to existing functions, forms, etc
  • Basic spport to Google Analytics, Google Tag Manager, and Google Search Console.
  • Support and updates of theme / plugins used on the website and integrated by Ulement

WordPress Maintenance

  • Update WordPress core
  • Update plugins
  • Update theme
  • Delete unnecessary plugins
  • Delete old themes
  • Daily backup
  • Activity tracking
  • Migration

Speed Up WordPress

  • Page speed analysis
  • Website performance
  • Compress image size
  • Setup CDN
  • Optimize database

Security

  • Prevent spam
  • Security scans
  • Virus detection
  • Clean up malware
  • Delete vulnerable files
  • Blacklist monitoring

Web Hosting

  • Website down
  • Data center issues
  • Uptime monitoring
  • Domain registrar
  • DNS Management
  • PHP update
  • Server update

For web hosting that we don’t manage, we offer limited support to help communicate with the hosting provider.

Tasks not supported

  • Non-WordPress related
  • Research
  • Configure a new theme
  • Remove theme customizations
  • Create plugin
  • Create featured images
  • Create page templates
  • Create landing page
  • Create multilingual site
  • A/B Split Testing
  • Switch page builder
  • Add custom functionality
  • Website design
  • Website revamp
  • SEM marketing
  • Multisite support
  • Sites with explicit contents
  • Sites hosted by WordPress.com
  • Convert WIX to WordPress
  • Convert Shopify to WooCommerce
  • Create sales funnels
  • WooCommerce customisation
  • Resolve WooCommerce conflict
  • Custom WooCommerce page
  • Custom checkout page
  • SEO
  • Boost site traffic
  • Boost page ranks
  • Build backlinks
  • SEO Audit
  • Payment gateway integration
  • Web server migration
  • Social media marketing
  • Set up email accounts

Support Team Hours

Our Support Team monitors for requests from 10:00am to 6:00pm every day.

Responses to non-emergency requests received after 3:00pm and holidays may be delayed until the next business day.

Access & Authorization

To provide necessary services, we needs authorization to access the following:

  • WordPress admin access.
  • Web hosting account.
  • Domain registrar.
  • Third party tools and applications.

Support Service Level Expectations

Services support responds to incidents and requests submitted by the client within specified time frames.

Severity Response Timeframe Resolution Target
Emergency 30 minutes ASAP
Technical Issue 2 hours 24 hours
Support Assistance 6 hours 1-2 business days
Change Request 8 hours 3-5 business days

Additional Cost

Estimate will be provided before proceed to next step.

Need website support?

Or create a Support Ticket insde the WordPress’s dashboard.

If you need immediate assistance, please call 6016 217 0635.

We will get back to you ASAP!

Swift in assessing and resolving my issues. What a gem!

As a person with limited tech literacy, I’m extremely grateful to have known Julian. he was very swift in assessing and resolving my issues with Malware infection and patiently explained the issues that I encountered in a way that a non-tech-savvy person can understand. What a gem! Thanks again Julian.

Tiara Hassan
Deputy Head of Genetic Counselling Unit