General, Non-Critical Support

We offer general support for non-critical issues from 1:00 PM, UTC – 4:00 AM, UTC. This is provided through email, our ticketing system or live chat on our website.

Our support team can always be reached 24/7 via email. Our normal support hours for non-critical issues are Mon-Fri, 1:00 PM, UTC – 4:00 AM, UTC.

Weekend requests are handled by our triage team in the order of requests received and weighted by priority and urgency.

Your account manager may have differing hours of availability. You may email your account manager directly to obtain their availability and meeting schedule.

Critical Support

Critical support is offered 24/7 by our triage support team. This involves issues related to website, email or server downtime which could be caused by: DNS issues, performance/resource issues, hacks, server downtime etc. or any other miscellaneous issues affecting mission critical aspects of your website.

Server Downtime

Server downtime refers to connectivity issues with the actual server(s) which are responsible for providing an internet connection to your website in order to make it available online.

Actual server downtime is EXTREMELY rare and is automatically addressed by our Sysadmin team; you do not need to contact us for assistance with this, instead you are encouraged to visit our status page: https://status.glowfroghosting.com for continued updates related to server downtime.

There you can see that our historical uptime remains consistent:

If a rare and critical event related to server downtime affects your business website we will automatically credit your account for the downtime.

If in a downtime event has lead to extreme loss of revenue for your business, we will work to take what actions we can to prevent any issues like this from affecting your business again.

While we can provide courtesy credits at our discretion to compensate you for the time you paid to have your sites online, we do not compensate clients for any alleged loss of revenue as a result of server downtime.

Unfortunately, this is not something anyone can predict and thus we do not honor such requests. We make all reasonable attempts to maintain the integrity and reliability of our infrastructure and availability of your sites.

General Managed Hosting Scope of Support

The following outlines and governs the General Scope of Support offered for all plans on our platform.

We are always happy to assist you with any of the following issues:

• Help with navigating issues you may encounter while using our platform such as, backup creation, WordPress manager, cPanel, etc.
• Debugging Server Errors
• Website Error investigation
• DNS issues
• Debugging and Identifying Issues with incoming or outgoing email deliverability
• Migration of your site to GlowFrog
• Investigation & Identification of Website Performance issues
• Installation & Activation of New WordPress Plugins

WooCommerce Plans: Scope of Support

In addition to our General Scope of Support, we are happy to assist with the following:

• Business Level Security Auditing & Support for your Website
• WooCommerce Support & Troubleshooting
• Custom Cache Bypass Rules

WooCommerce and Medium Business: Scope of Support

In addition to our General Scope of Support, we are happy to assist with the following:

• Micro-caching Support
• Object Caching Integration & Support

WooCommerce and Medium Business: Managed Hosting Scope of Support

This document outlines and governs the Scope of Support offered for our Premium Business, Managed hosting plans.

We are always happy to assist you with any of the following issues:

• Help with navigating issues you may encounter while using our platform such as, backup creation, WordPress manager, cPanel, etc.
• Debugging Server Errors
• Website Error investigation
• DNS issues
• Debugging and Identifying Issues with incoming or outgoing email deliverability
• Migration of your site to GlowFrog
• Investigation & Identification of Website Performance issues
• Installation & Configuration of Redis as an Object Cache
• Identifying and Troubleshooting MySQL Performance Issues
• WooCommerce Troubleshooting & Support
• Multisite Configuration & Setup, Troubleshooting & Support
• Microcaching & Custom Cache Bypassing
• Custom Cookie Nginx Rule Triggering
• HTTP Security Headers Implementation and Troubleshooting
• PCI Compliancy Auditing and Configuration

Issues Related to a Specific Plugin or Theme

What we can do…

We can help you investigate and narrow down errors or issues related to a specific plugin or theme in order to diagnose the culprit and/or identify the source or origin of the error.

We can then help you by recommending a potential pathway forward towards a solution. This may involve contacting the plugin developer and/or theme support for additional assistance or consulting the WordPress community.

In some cases we can help you by serving as a liaison between you and the plugin/theme developer or support entity in question. This involves us opening a ticket on your behalf and communicating directly with the support or development team responsible for providing the plugin or theme.

We can relay this communication back and forth until a resolution is reached. If the plugin or theme requires a license for support, you may be required to purchase a license for the plugin/theme involved in order to receive support.

In those cases we are limited in what we can do unless you’ve purchased the license for the theme/plugin in question but we will do our best to assist you unless we’ve hit an absolute paywall.

What we cannot do…

If an error is drilled down to a specific plugin or theme and it is NOT due to a conflict, but an error in the theme or plugins source code, we cannot modify the source code of the plugin on your behalf in order to correct the error.

This will require the assistance of a qualified developer in order to resolve the issue or the assistance of the original creators/developers of the plugin and/or theme in question.

We can help you install and activate new plugins. We cannot assist with the configuration nor setup of new plugins. We only assist with the setup/configuration of plugins when they are included with the installation of a custom/template or theme that was purchased from GlowFrog during the initial 3 month term of a new website build.

General WordPress Security, Maintenance & Updates Scope of Support

We provide Assistance & Support as well as some other Tasks related to the Security of your WordPress website on the Cloud/DNS level, Server Level and Website level for ALL of our business accounts on ALL of our hosting plans.

This includes:

• Assistance, Integration & Configuration of a Cloud WAF such as CloudFlare
• Assistance, Integration & Configuration of a Website Level Firewall such as WP Cerber
• Integration and Addition of Custom Security Rules in Apache or Nginx
• Assistance Setting up Security HTTP Headers (see: https://securityheaders.com/)
• Assisted Updates and Rollbacks for WordPress Core, Plugins & Themes

Our team audits each site to ensure WordPress core, plugins, themes are all up-to-date with the latest versions from the developers. We also offer Visual Regression Testing for Smart Updates and Rollbacks without breaking your site(s).

This is important to ensure important security patches have been applied and harden vulnerabilities that may have been present in your website.

If an update breaks an element or function in your site, our team will rollback the update and contact you so you can make a decision and determine the next steps you want to take.

Routine Malware & Vulnerability Scans

We scan each site on our platform to ensure the latest security measures are intact, sites are free of malware and potential vulnerabilities are hardened.

Hack Removal, Malware Sanitization and Repair

We audit sites for malware daily. If a hack is detected, we notify you and take measures to address the hack immediately.

This may involve automated and manual hack removal and/or reverting to a previous backup as last resort.

If we must revert to a previous backup as a last resort, our team will first perform deep forensics to harden the entry point to ensure the event does not re-occur after the backup is restored.

We involve you in every step of the process so that you can make informed decisions that affect your business website.

Malicious Traffic Auditing & Blocking

We audit sites for malicious traffic daily through both automated and manual methods. If suspicious or malicious traffic is detected, we take intervention measures immediately to protect your sites from DOS or DDOS attacks and/or bandwidth or other resource abuse.

We do not block legitimate traffic, this mostly applies to bots and other miscellaneous user-agents from illegitimate sources.

Website Content Updates & Maintenance Scope of Support

Website content updates and maintenance refers to content updates and changes related to the display of your website NOT to be confused with our General WordPress Security, Maintenance & Updates Scope of Support which refers to maintenance of a WordPress site from a technical standpoint on the server level.

The Website Content Updates & Maintenance Scope of Support refers to actions such as:

• Installation & Setup of new Plugins/Themes, and/or changes to the text or images of your website.

When we Can Help you Make Changes to Your Website

If you’ve purchased a custom theme/premium template from us, the Lifetime Website Content Updates Package is active once the complimentary 3 month term ends.

The Lifetime Website Content Updates are provided for as long as you maintain the original custom template/theme that you purchased from GlowFrog and the site is hosted in your GlowFrog account.

If you did not purchase a design from GlowFrog, OR if you would like to request Content Updates outside of the scope of support of our Lifetime Content Updates and Maintenance package, the Website Content Updates & Maintenance Add-on can be purchased for $199 per month.

Please see our Website Content Updates & Maintenance Subscription Add-on page here for more details: https://glowfroghosting.com/website-content-updates-and-maintenance-add-on/

When we Can NOT Help you Make Changes to Your Website

If you did not purchase a new Website Design Package, premium Template or Theme installation from GlowFrog, changes to your website content, images etc. is considered outside of our scope of support and will require the Website Content Updates & Maintenance subscription Add-on which can be purchased for $199 per month.

The Lifetime Website Content Updates & Maintenance Scope Covers the following:

Changes to the Existing Text or Images on the Existing Pages of Your Website

We can assist you with updating the current text or images on the existing pages of your website if the text and/or image(s) are provided by you and you’ve previously purchased the current template or theme that is use on your website from GlowFrog.

The Lifetime Content Updates Support Package which comes with the purchase of a design from GlowFrog, does NOT include the creation of new pages.

If you need assistance creating new pages with additional text/image content, this will require the Website Content Updates & Maintenance Package Add-on for $199/m.

Limitations: Limited to 3-4 of this request type per week.

Adding Additional Website Text or Images on the Existing Pages of Your Website

Adding additional Website Text or images onto the existing pages or new pages of your Website as opposed to replacing the current text or images on the pages with updated text/images is NOT included in the Lifetime Website Content Updates & Maintenance scope of support.

Instead, this will require the purchase of the Website Content Updates & Maintenance Subscription Add-on for $199/month. Please feel free to reach out to us to confirm whether or not we can assist you with your content updates request if you are uncertain.

Within reason, at times our team can make exceptions if you just need to add a single paragraph/single image on occasion, as determined on a case-by-case basis and offered as a one time courtesy.

Please note, however, if the requests become excessive/repetitive or frequent, or cannot be achieved simply by inserting an additional text section into the page and pasting the text, simply inserting the image, if the change requires any additional responsive tweaks (padding, margins etc.) or if the changes require the addition of a plugin to achieve the desired result (not simply copying and pasting text or inserting images as outlined above) we will require you to purchase the Website Content Updates & Maintenance Subscription Add-on for assistance with the updates you requested.

Limitations: Limited to 3-4 of this request type per week.

Installation of New Plugins

We can assist with the installation of new plugins as part of our general scope of support. We do not assist in the configuration or setup of new plugins. This must be completed by you or your developer if the plugin was not provided in your original template or theme.

Limitations: Limited to 3-4 of this request type per month.

The Lifetime Website Content Updates & Maintenance Scope DOES NOT Cover the Following:

New Content Creation 

We do not offer content writing or graphics design outside of what is listed in your SOW (Scope of Work) and once the project term has ended and/or the site has been pushed live. If you need assistance updating the text or images on your website, the new text or images must be provided by you.

Changes that would require reworking of the original template or theme.

Changes are limited to the original template or theme. If a change you have requested is not possible without re-working, modifying/changing or breaking the original framework of the template/theme, it is considered outside of our scope of support and would instead require the purchase of a new site build and/or template/theme.

New Page Creation

Changes are limited to the number of pages provided in the original template/theme or to the number of pages currently present in your website. To add new pages with new text/image content, the content MUST be provided by you and it will require the purchase of the Website Content Maintenance & Updates Add-on for $199 per month.

Configuration of New Plugins

Our team is happy to assist you with the installation and activation of new plugins as part of our general scope of support, but the configuration/setup of New Plugins after the installation and activation of the plugin, that were not provided/packaged with the original template/theme, are NOT covered under our Website Maintenance & Updates scope of support. If you’ve purchased a design from GlowFrog and are still within the complimentary 3 month term, new plugins can be setup for a one time $50 Setup/Installation Fee. Once the complimentary 3 month term has ended, if you require any assistance with the setup or configuration of new plugins, this will require the Website Content Updates & Maintenance Subscription Add-on for $199/m.

Help with the Configuration of New Plugin(s):One Time $50 Setup/Installation Fee

While within the 3 month complimentary term, if you would like assistance with the installation or configuration of a new plugin that was not originally included with your previous template/theme, in some cases our team can install and configure the new plugin for you for a one-time $50 Setup/Installation fee.

NOTE: this decision is left up to the sole discretion of your account manager. Your account manager may reject or accept your request on a case-by-case basis at his or her own discretion (based on current project status, trajectory, resources etc.) Generally this decision is based on the complexity or simplicity of the plugin configuration and/or integration and status of your project.

If we are unable to configure the new plugin for the complimentary term you still have the option to purchase the Website Content Updates & Maintenance Subscription add-on for $199/month which can be purchased and activated at the end of your complimentary term and used for the assistance of configuring/setting up the new plugin. The Website Content Updates & Maintenance Subscription Add-On can only be activated once the complimentary 3 month term has ended, but you can pre-purchase one month at any time.

Once a website is pushed live AND/OR the complimentary 3 month term has ended, we will no longer assist with the setup/configuration of new plugins unless you’ve purchased the Website Content Updates & Maintenance subscription add-on for $199/m.

Website Content Updates and Maintenance Subscription Add-on

If you did not purchase your custom template/theme from GlowFrog as a new Project Build but would still like to benefit from our teams help with updating Content for your website, OR if you would like additional assistance with Website Content Updates beyond the scope of what is included in the Lifetime Website Content Updates and Support, you can purchase the Website Content Updates & Maintenance add-on for your site which is offered as a $199 per month subscription add-on.

You can cancel the add-on at the end of the month if you only need to utilize the service for the one month period. Once you purchase this add-on it is non-refundable, but can be cancelled from reoccurring on the next months billing cycle.

Please see the Website Content Updates and Maintenance Subscription Add-on Page for more details: https://glowfroghosting.com/website-content-updates-and-maintenance-add-on/