“Web maintenance” is one of those terms that each provider understands in its own way. And since the client usually does not know what should be included, it is easy to end up paying for something that is not done or, conversely, thinking that something is covered when it is not.
Let's get it straight: which tasks make up real maintenance, which are legitimate extras, and which signs indicate you're being overcharged.
What any maintenance should include
This is the minimum. If your provider does not do all this, you are not paying maintenance:
Verified Updates
WordPress core, plugins and theme. The important word is verified: update and check afterwards that the website is still working. Clicking “update all” and leaving does not count, WordPress does that alone and for free.
External and automatic backups
Diaries at a minimum, saved off your server and with sufficient retention to be able to go back further than when you detected a problem. And tested from time to time.
Availability monitoring
Let someone know if the website goes down, without you having to be the one to notify. With automatic alert.
Security Review
Monitor plugins with known or abandoned vulnerabilities, review administrator users, check that the SSL certificate does not expire.
A report that is understood
Let them tell you what has been done, in normal language. If you never receive anything, you have no way of knowing if the service exists.
Legit extras (they are not abuse, but they should be clear)
These things cost real time and it is reasonable that they are charged separately or are in higher plans:
- Content changes: texts, images, new products. It's editing work, not maintenance
- Custom development: new functionalities, integrations, design
- Malware cleaning if the website was already infected. It is forensic work, charged by the hour
- Hosting migrations
- Deep performance optimization, beyond just keeping the cache running
- Premium plugins, hosting and domain licenses
The important thing is not that they are charged separately, but that it is written before contracting. A good supplier tells you what it doesn't include as clearly as it tells you what it does.
Signs that something is wrong
You don't know what to do
You have been paying for a year and you have never received a report or communication. The work may be being done, but you have no way of knowing. Ask for a summary of last quarter's tasks: the answer will tell you a lot.
Scope is deliberately vague
“Comprehensive maintenance”, “complete management”, “premium support”. Big words without a concrete to-do list. If you can't read what it includes, it's not defined.
Everything is an extra
The opposite case: you pay a fee and then every little thing is budgeted separately, even those that should be covered. If they charge you to apply a security update, something is wrong.
You do not have access to your own website
This is serious. You must always have an administrator user for your WordPress. If your provider doesn't give it to you, or only he has the access, you're tied. It is not maintenance, it is dependency.
The same with the domain: it must be in your name.
They promise absolute security
“With us you will never get hacked.” No one can guarantee that, and anyone who claims it either doesn't know or is exaggerating to sell. The honest thing is to talk about reducing risk and having the capacity for recovery.
Long stays without explanation
An annual commitment can be perfectly reasonable: it allows you to offer a low and sustained price instead of incident fees. What is not reasonable is that the conditions are not explained to you, or that they are hidden.
About the price
It's the inevitable question: how much should it cost?
It depends on the type of website, but as a guide:
- Simple corporate website: between €20 and €50/month covers correct preventive maintenance
- Online store: more, because it requires more frequent copies, payment monitoring and faster response
- Complex projects (multisite, high traffic, integrations): customized budget
Be careful with both extremes. A very low price usually means that you only press “update” once a month, and a very high price should be accompanied by tasks that justify it: audits, optimization, development included.
The five questions before signing
If that helps you, ask any supplier (including us) this:
- Can I see the exact list of included and excluded tasks?
- Where are the copies kept and how often are they made?
- What happens if an update breaks the website?
- How often do I receive a report?
- Do I keep administrator access and the domain in my name?
A serious provider answers all five bluntly.
Our position
For consistency, we apply this to ourselves. On the page of our maintenance service There is a list of what each plan includes and, on the same site, what it does not include. Also the conditions of permanence, without looking for them.
And we do not promise zero risk, because it does not exist. We promise real prevention and resilience.
If your current provider passes all five questions, stay where you are. If you don't pass them, you know what to ask.
Would you prefer us to review it? Take a look at our WordPress maintenance service either tell us what your website needs and we will respond to you in less than 24 hours.