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Maintenance and collaboration

What maintenance covers, how we work together and what you can still do your­self.

Maintenance and collab­o­ra­tionWhat do I actually get each month?
In short
We keep your website running, in the back­ground.
Why
That includes updates, backups several times a day, monitoring, protection against attacks, bug fixes and small changes of up to one hour per month.
Your next step
The services in detail: Maintenance at a glance
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Maintenance and collab­o­ra­tionI use Wix or Shopify, not Word­Press. Does that work?
In short
No, we look after WordPress only, with or without a shop.
Why
Our processes, backups and checks are built for WordPress; we can tell right away whether your website fits.
Your next step
If you don't know what your website is built with, send us the address. Open the form
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Maintenance and collab­o­ra­tionWho is my contact person?
In short
HTMLHELD, for everything related to your website.
Why
You always write to the same place, the customer area. Every request is kept there with its history, so we know where your website stands.
Your next step
What working together looks like day to day: How we work
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Maintenance and collab­o­ra­tionCan't I just change text and images myself?
In short
You can, text and images are yours to change at any time.
Why
For bigger changes of your own, such as a new plugin or a new layout, please let us know beforehand so we can back up first and test on the copy if needed.
Your next step
Before bigger changes, a short note in the customer area is enough.
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Maintenance and collab­o­ra­tionI want a change that takes more than an hour. What then?
In short
Then it becomes a separate project at a fixed price.
Why
We discuss it first and send you a quote; once you give the go-ahead we start without delay, and it appears as a separate item on the invoice.
Your next step
Examples and process: Further development
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Maintenance and collab­o­ra­tionHow quickly does a small change go live?
In short
Clear instruc­tions are usually live the next day.
Why
The change is made the same day on the copy of your website and goes live after checking; if something needs design work, you approve it first.
Your next step
How a task runs, day by day: How we work
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Maintenance and collab­o­ra­tionDo you also advise on privacy, SEO or adver­tising?
In short
On data protection yes, on SEO strategy and adver­tising no.
Why
We are DEKRA-certified for data protection and advise you directly; respon­si­bility stays with you as the operator, and we do no lawyer's work. We maintain redirects and sitemaps, content and ads belong with a specialist.
Your next step
Ask your data protection question as a task in the customer area.
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Customer area and requests

How to reach us, how quickly we reply and what happens after a request.

Updates and staging

Why we do not run updates auto­mat­i­cally, and what the copy of your website has to do with it.

Updates and stagingWhy can't I see a change yet?
In short
Usually it is waiting on the copy for your approval.
Why
You'll find the link in the task in the customer area; if it is already live, your browser often shows an old version.
Your next step
Open the task in the customer area, it contains the link to the copy. Customer area
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Backups and recovery

How often we back up, where backups are kept and what happens in a crisis.

Backups and recoveryHow often is my website backed up?
In short
Depending on the plan, four times a day, hourly or, for shops, in real time.
Why
Files and database together, plus an extra backup before every update and every transfer from staging; you don't have to do anything.
Your next step
How backups and restores work: Backups and recovery
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Backups and recoveryMy website is down. What do you do?
In short
Monitoring reports the outage to us, not to you.
Why
We check whether the cause lies with the host or the website, then fix the error or restore the last backup.
Your next step
Check the customer area; if nothing is there yet, create a task with the priority Emer­gency. Customer area
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Backups and recoveryI'm not a customer yet, and my website is broken right now.
In short
Write to us, we help right away.
Why
We help first, quickly and without signing anything before­hand. The basis is that we agree on maintenance at the same time, and we finalise the contract once the website is running again. A repaired website without updates and backups would soon be the next emer­gency.
Your next step
Describe in your own words what happened. Open the form
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Security

How attacks are detected and blocked, and what you can do your­self.

SecurityWhat happens after an attack?
In short
We close the entry point so it doesn't happen again.
Why
It is usually an outdated plugin or a cracked password; all access is renewed, malicious code removed, core and plugins cleanly replaced.
Your next step
How the entry point is found and closed: How websites get hacked
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SecurityWhat if customer data is affected by an attack?
In short
Then we tell you right away, without sugar­coating.
Why
We secure the evidence and provide the technical facts; you decide whether to notify the data protection authority, the deadline is 72 hours.
Your next step
Report it as an emergency in the customer area. Customer area
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SecurityA warning says my certificate or domain is expiring. Is it real?
In short
Forward the message to us before you click anything.
Why
Many such messages are scams; your website's certificate renews auto­mat­i­cally, and we check whether anything is due for your domain.
Your next step
Put a screenshot of the message in the customer area.
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Plugins, hosting and speed

Plugins, licenses, hosts, caching and load time, in other words the technology beneath the surface of your website.

Plugins, hosting and speedHow does a move to another host work?
In short
As a separate project with a plan and a way back.
Why
Setup and testing on the new server while the old one keeps running; the switchover takes up to 48 hours, usually much less.
Your next step
Mention the move in the customer area, and you'll get a fixed-price quote. Hosting, PHP and cache
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Plugins, hosting and speedMarked as done, but I don't see the change.
In short
Your browser often still shows a cached version.
Why
There are several caches between the website and your screen; we clear the server-side ones, and a private window shows the real state.
Your next step
Open the page in a private window; if nothing changes, reply in the task.
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Plugins, hosting and speedThe website is suddenly slow.
In short
We measure first and tell you where the time is lost.
Why
The cause is usually large images, a heavy plugin, caching or the server; we fix a single bottleneck as part of maintenance, making the whole website faster is a sepa­rate project.
Your next step
What happens between server and screen: Hosting, PHP and cache
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For agencies

How maintenance works in the background of an agency, and who talks to whom.

For agenciesA client website has been hacked. What happens, and who is told?
In short
We restore it, you inform your client.
Why
Recovery after a hack or failure is part of maintenance, at no extra cost; for the conver­sa­tion with your client, we give you the tech­nical facts.
Your next step
How attacks happen and how the entry point is closed: How websites get hacked
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For agenciesHow do new websites come into our care?
In short
You register them, we take over within a week.
Why
We review WordPress, theme, plugins and access, install updates in a fixed order with a backup, and set up hardening, monitoring and backups.
Your next step
Access details only go through the encrypted customer area, never by email.
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For agenciesCan my developers keep working on the websites them­selves?
In short
Yes, your agency handles content and smaller changes itself.
Why
Please announce bigger changes beforehand so we can back up first and test on the copy if needed; we record who is responsible for what at the start.
Your next step
What runs on the copy and what doesn't: What staging is
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For agenciesHow is data protection handled between us?
In short
In writing at the start, before we touch the first website.
Why
Which agreement your case needs depends on your clients and their data, and we clarify it in the intro­duc­tory call.
Your next step
Bring your existing client contracts along. Choose a time
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For agenciesA client leaves. What happens to their website?
In short
Maintenance of that website ends, the others continue.
Why
Each website has its own monthly term, cancel­la­tion by the 15th for the end of the month; licenses through us end with main­te­nance.
Your next step
What to note about licenses: Why fewer plugins
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Contract and cancellation

Plans, term, sign-up, costs, cancel­la­tion and what happens after the end.

Contract and cancel­la­tionCan there be costs I don't expect?
In short
Only if you order something that goes beyond main­te­nance.
Why
Ongoing maintenance is included in the monthly price, and small changes are covered by the fair-use allowance. If it is clear in advance that a task will take more, we tell you; if you still want it done, we bill it.
Your next step
What an additional project is and how it comes about: Further development
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Contract and cancel­la­tionIs the offer also for private indi­vid­uals?
In short
No, maintenance is aimed at busi­nesses.
Why
That means companies, freelancers and orga­ni­za­tions that run a website for business; we'll tell you honestly whether yours fits.
Your next step
If you're unsure whether your website qualifies, briefly describe what you use it for. Open the form
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Contract and cancel­la­tionHow do I cancel, should I ever want to?
In short
A short written message is enough, no reason needed.
Why
If it arrives by the 15th, maintenance ends at month's end, otherwise at the end of the next month; until then everything runs as usual.
Your next step
Send your cancel­la­tion as a message in the customer area.
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Contract and cancel­la­tionWhat happens to my access, data and licenses after­wards?
In short
Access and content stay yours, the website keeps running.
Why
Our backups are deleted after the contract ends, and plugins licensed through us fall back to the free version or need your own license.
Your next step
Which plugins run through us: What to note about licenses
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