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KIJO Care - Getting Started
Welcome to KIJO Care our website maintenance service. KIJO Care is all about keeping your website up to date and secure.
Response Times
The table below details the response times we aim for.
| Issue Type | Response Time |
|---|---|
| Non-critical tickets | 1 business day |
Critical tickets A ticket qualifies as critical for downtime or a contact form not working only. |
4 business hours |
| Backup restoration | 1 to 2 business days |
Resolve tickets |
5 business days Due to the variable and complex nature of tickets this is just a guideline. |
Downtime events This is from when our team is alerted to a downtime event from our uptime monitoring service. |
2 hours |
All of the above are based on business days between the hours of 8am - 5pm. You can find our full terms and conditions here: https://kijo.co.uk/terms-conditions/
Inclusions and Exclusions
Below sets out what is included in KIJO Care and what is excluded. Anything which is excluded is covered by our KIJO Optimise service and is charged per hour. Please reach out to our team to discuss your requirements or if you are unsure about anything.
| Included | Excluded |
|---|---|
Website maintenance Updating WordPress Core Software & Plugins. Sending monthly maintenance reports. Monthly security scan. |
Adding new features or functionality Included in our KIJO Optimise service. |
Backups and backup restoration Monthly backups and restoring backups if required |
Expanding the scope of the website Included in our KIJO Optimise service. |
Bug fixes A bug is a small issue or regression within the existing features of a website. It does include adding new functionality or features. |
Changing off-the-shelf plugins Included in our KIJO Optimise service. |
| Questions & advice | Updating bespoke code or integrations if they are no longer compatible with the latest versions of WordPress |
| Bespoke analytics integrations including Google Tag Manager conversions | |
| If a single ticket will take longer than 2 hours to action in a single calendar month then this exceeds our fair usage policy and is excluded. |
You can find our full terms and conditions here: https://kijo.co.uk/terms-conditions/
Tickets
As part of KIJO Care you get access to our ticket system. This is the primary way we will support you as part of this service. Tickets are actioned and resolved by our expert web development team.
Follow these steps to create a ticket:
- Visit our support portal (this website)
- Click the button in the bottom right of the screen
- Fill out the form with the details of your ticket
- You will receive an email to confirm your ticket has been received
- You can check back to view your ticket but you will also be emailed any replies. You can reply to the email directly to reply to the ticket.
Monthly Reports
In order to keep you updated about any maintenance we are doing we will send out a regular maintenance report. This report will detail:
- If WordPress has been updated and the new version
- If the websites plugins have been updated and the new versions
- The results of your security scan
We will send you this report via email to the person designated to receive the reports. Please let us know if additional contacts require the report or these details change.
Uptime Monitoring
As part of this service we automatically monitor your website for uptime - ensuring it is live and accessible.
- We monitor your website every 1 minute from servers around the world.
- Our team will receive a notification if your website is down within 5 minutes and we will take action as quickly as possible to resolve any issues.
- If we are hosting your website using our KIJO Cloud service downtime is rare and we are proud of our >99% uptime record.
You might find these articles helpful:
https://support.kijo.agency/article/9-my-website-is-down-and-i-cannot-access-it