Out-of-hours support.

We don’t offer out-of-hours support for WordPress sites.


There are a whole range of things that can break a WordPress site, but the most common are user-based.

Tasks such as updating WordPress, installing plugins or making template file changes should always be completed during office hours, so if the worst happens, they can be fixed during the working day.

Things like auto-updates can be managed to run during working hours, and the team is on hand to fix any issues.

Do you need out-of-hours WordPress support?

Outside of office hours, three main things can go wrong with a WordPress site (if auto updates are managed correctly):

  1. Admin-user generated errors.
  2. Site hack.
  3. Server issues.

You will need out-of-hours support if you regularly install plugins or make changes to your WordPress site late at night or on weekends.

If your site is hacked on a weekend, it can take hours to get it back up and running, but there are many ways to mitigate the risks of a hack, such as server redundancy on your hosting plan (expensive).

If the issue is a server problem, then the server support team should be contacted in the first instance.

Other companies do it.

Many WordPress support agencies are simply fronts for one person who farms out work overseas to the cheapest freelancer.

We believe that this is both unethical and unsafe.

Websites often hold sensitive data, such as contact form entries and purchase data. Under the GDPR, a supplier is legally bound to provide details of its data processors and controllers.

  1. Data Controller Responsibilities: As a data controller, the support agency is responsible for ensuring that any personal data processed by the freelancers is handled by GDPR.
  2. Data Processing Agreement (DPA): The agency should have a data processing agreement with any freelancers. This agreement should outline the nature and purpose of the processing, the type of personal data involved, and the obligations and rights of both parties.
  3. Data Transfers: GDPR restricts personal data transfer outside the European Economic Area (EEA). If the freelancers are based outside the EEA, you must ensure the transfer is lawful. This can be achieved through:
    • Adequacy Decision: If the destination country has been deemed by the European Commission to provide an adequate level of data protection.
    • Standard Contractual Clauses (SCCs): Using the European Commission’s approved standard contractual clauses for data protection.
    • Binding Corporate Rules (BCRs): If the freelancers are part of a multinational group that has approved binding corporate rules.

Such measures are rarely in place with farmed-out work.

The bottom line.

  • We don’t provide out-of-hours support as we don’t outsource work.
  • Providing such a service would make our support plans too expensive for most clients (as they would need to pay a significant premium for an on-call development team 24/7).
  • Some mitigations can be put in place to avoid this requirement, such as not working on the site out-of-hours, additional security plugins, Cloudflare and a redundant server.

An alternative solution.

For clients that want the security of support 24/7, we recommend hosting your site on WP Engine.

If you host on our WPE servers or commission your own, you will get 24/7 access to the hosting control panel and WPE support (some of the best in the business).

WP Engine is not a cheap hosting service, so this again comes at a premium, but for sites that require year-round 24/7 support, it is worth the investment.

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