Mission-critical WordPress care, named contact, priority response — from $4,000/mo.
From $4,000/mo · monthly billing, cancel any month · Mission-critical sites where downtime, regression, or a slow response carries a material business cost.
The top tier of the Maintenance ladder. Built for sites where downtime is a revenue problem rather than an inconvenience, where regression after an update would cost real money before it could be rolled back, and where the response window has to be measured in hours rather than days. Concierge is the operational care relationship for organisations that have moved past “is the site up?” and into “how do we keep it from being the constraint?”.
Book a 20-minute discovery call
What concierge care covers
- Everything in Active care. Monthly health check, security and plugin updates, monthly implementation block, quarterly mid-tier audit pass, annual review.
- Named contact on both sides. A single primary contact at your organisation, a single primary contact at mine, with documented backup contacts on each side for continuity.
- Priority response. Within four hours for routine work during the business week, within two hours for site-down emergencies any time.
- A larger monthly implementation block for the work that comes up between bigger engagements — with overflow handled at a documented hourly rate rather than scope renegotiation.
- Active monitoring with custom thresholds tuned for the site’s actual traffic profile, with synthetic checks on the conversion paths that drive revenue.
- Pre-publish review for major content launches, marketing pushes, or release events where regression would be expensive.
- Monthly check-in conversations covering operations, audit cadence findings, upcoming work, and the strategic shape of the relationship.
- Runbook and on-call documentation kept current for the team — not generic monitoring documentation, but procedures specific to your site and the recovery paths that actually work.
The audit cadence included at this tier
Concierge care includes an ongoing $2,200 deep-dive level of audit work distributed across the year — the monthly health-check shape, monthly mid-tier audit passes, and an annual deep-dive consolidation that survives a board or procurement review.
- The monthly health-check report covering uptime, backups, updates, security posture, broken-link scan, and Core Web Vitals.
- Monthly mid-tier audit passes — each month covers a different surface in depth (technical SEO, plugin governance, accessibility, performance, security posture, integration health), with the full mid-tier audit shape covered each quarter rather than each year.
- An annual deep-dive audit consolidating the year’s audit work into a 30–50 page report structured to pass a board, audit committee, or procurement review.
- Quarterly architectural reviews where the longer-arc questions get attention — infrastructure resilience, scaling roadmap, integration architecture, governance refreshes.
When the audit cadence surfaces work that calls for a build engagement — a substantial redesign, an integration rewrite, an infrastructure migration — maintenance hours spent scoping it credit against the build. At this tier the relationship is structured so the next build, when it comes, has already been scoped through the audit cadence.
How the relationship works
Concierge is a senior practitioner relationship, not a service subscription. The handover surface is documented to the level that an operations or board review can read it, and the named-contact relationship is treated as the surface that matters.
- A named primary contact on both sides, with documented backup contacts and a continuity plan for when the named contact is unavailable.
- A documented escalation procedure for site-down and regression emergencies covering response paths during the business week, after hours, and during weekends.
- A relationship start workshop — usually a half-day session in person or remote — covering the cadence, the reports, the escalation procedure, the runbook, and the on-call handover.
- Monthly check-in conversations — usually 60 minutes — covering operations, audit findings, upcoming work, and the strategic shape of the relationship.
- Quarterly architectural reviews with senior stakeholders included where appropriate — the longer-arc strategic conversation that does not fit in a monthly check-in.
- An annual review consolidated alongside the deep-dive audit report.
In-person on-site time is available within driving distance of Niagara at no additional travel cost; further than that in North America, in-person time is structured as scheduled visits with travel quoted separately and frequently absorbed into the engagement at this tier when the relationship is established.
WordPress training classes delivered as part of this package
The training surface above is built around the WordPress training catalogue. The specific classes delivered as part of this engagement:
- WordPress Training 301 — included in the half-day relationship-start workshop, tailored to your runbook and on-call procedures.
Each course in the WordPress training catalogue has its own public-cohort schedule and pricing if your team wants the catalogue cohort outside an engagement. Within an engagement the delivery is tailored to your specific build — same curriculum, your context, your dashboard.
Scope flex and no lock-in
Who this is for
- ✅ Mission-critical WordPress site where downtime carries material business cost.
- ✅ You need a named contact with priority response, not a routing queue.
- ✅ Regression after an update would cost real money and you need the pre-publish review surface.
- ✅ You want the operational care relationship to be the scoping surface for the next build, not an emergency-only contact.
- ❌ Routine monthly upkeep with implementation work between, but not the named-contact or priority-response surface — that is Active care.
- ❌ Predictable monthly upkeep without implementation work — that is Essential care.
- ❌ A build project rather than ongoing care — that is the relevant tier of build engagements.
Considering a different Maintenance tier?
Routine monthly upkeep with regular implementation work between? Active care at $1,800/mo. Predictable monthly upkeep without implementation work? Essential care at $650/mo. Different shape entirely? All services.
