Maintenance & Support Options
After your project is successfully delivered, PNP offers various maintenance and support options to ensure your assets continue to perform optimally. This guide outlines the available plans and how to get the most from your ongoing partnership with PNP.
Why Ongoing Support Matters
Digital assets require regular attention to:
- Maintain security and stability
- Adapt to changing technology standards
- Optimize performance
- Evolve with your business needs
- Address issues promptly when they arise
Available Support Plans
PNP offers flexible support options to match your needs:
Plan Comparison
| Feature | Essential | Professional | Premium |
|---|---|---|---|
| Response Time | 24 hours | 8 hours | 4 hours |
| Support Hours | Business hours | Extended hours | 24/7 |
| Monthly Hours | 5 hours | 10 hours | 20 hours |
| Regular Updates | Quarterly | Monthly | Bi-weekly |
| Security Monitoring | Basic | Advanced | Comprehensive |
| Dedicated Manager | Shared | Dedicated | Dedicated + Priority |
Essential Maintenance
Best for: Small businesses with standard websites or basic digital assets
Includes:
- Critical security updates
- 5 support hours per month
- Quarterly performance reports
- Bug fixes and minor updates
- Email support during business hours
Response times:
- Critical issues: 24 hours
- Standard requests: 48 hours
Professional Maintenance
Best for: Growing businesses with complex websites or multiple digital properties
Includes:
- All Essential features
- 10 support hours per month
- Monthly performance optimizations
- Content updates and changes
- Phone and email support
- Dedicated support manager
Response times:
- Critical issues: 8 hours
- Standard requests: 24 hours
Premium Maintenance
Best for: Enterprise clients with business-critical digital assets
Includes:
- All Professional features
- 20 support hours per month
- Priority response on all requests
- Proactive monitoring and alerts
- Bi-weekly status meetings
- Strategic technology consulting
- 24/7 emergency support
Response times:
- Critical issues: 4 hours
- Standard requests: 12 hours
What's Covered in Your Plan
Regular Maintenance Tasks
All support plans include these essential maintenance activities:
- Security Updates: Keeping software and plugins current
- Performance Optimization: Ensuring fast load times
- Backup Management: Regular backups and verification
- Compatibility Testing: Checking functionality across platforms
- Error Monitoring: Identifying and resolving issues
Common Support Requests
Here are typical ways clients use their monthly support hours:
- Content updates (text, images, products)
- Minor design adjustments
- Adding new features or functionality
- Training new team members
- Troubleshooting technical issues
- Seasonal campaign support
- Analytics review and recommendations
What's Not Included
The following typically fall outside standard maintenance and may require additional project scopes:
- Major redesign projects
- New section or feature development
- Content creation (writing, photography, video)
- Migration to new platforms
- Third-party integration development
- Extensive training programs
Using the Support System
How to Submit a Support Request
- Log in to Teamwork
- Navigate to your support project
- Click "Add Task"
- Select the appropriate category:
- Bug Fix
- Content Update
- New Feature Request
- Technical Question
- Urgent Issue
- Provide detailed information:
- Clear description of the request
- Visual references (screenshots, mockups)
- Due date (if applicable)
- Priority level
Pro Tip: For urgent issues, always include "URGENT" in the task title and call your support manager after submitting the ticket.
Support Request Best Practices
To get the fastest, most effective support:
Do:
- Be specific about what you need
- Include all relevant access credentials
- Provide step-by-step instructions to reproduce issues
- Specify your browser/device when reporting problems
- Include screenshots or screen recordings
- Indicate your timeline expectations
Don't:
- Submit multiple tickets for the same issue
- Bundle unrelated requests into one ticket
- Change request specifications after submission
- Assume we have access to your other systems
Tracking Your Support Hours
Stay informed about your support hour usage:
- Monthly Report: Receive a detailed breakdown of hours used
- Teamwork Dashboard: View real-time hours remaining
- Support Calendar: Schedule recurring tasks in advance
- Rollover Policy: Unused hours roll over for one month
Pro Tip: Schedule a quarterly review with your support manager to optimize your hour usage and prioritize upcoming needs.
Emergency Support Protocol
For critical issues requiring immediate attention:
What Qualifies as an Emergency?
- Website outage or major functionality failure
- Security breach or suspicious activity
- Payment system issues
- Data loss or corruption
- Critical content errors affecting business
Emergency Contact Process
- Submit an URGENT ticket in Teamwork
- Call the emergency support line: +84 961 500 505
- Email support@papers-pens.com with "EMERGENCY" in the subject line
Off-hours emergency contact: Premium plan customers receive a direct phone number for after-hours emergencies.
Maintenance Schedule & Updates
Scheduled Maintenance Windows
PNP performs routine maintenance during these standard windows:
- Weekly Updates: Tuesdays, 10:00 PM - 12:00 AM EST
- Monthly Maintenance: Last Sunday of each month, 9:00 PM - 2:00 AM EST
- Quarterly Reviews: First week of each quarter
Note: You'll receive advance notification of any maintenance that might impact your services.
Update Process
When updates are required:
- Notification: You'll receive an email with update details
- Backup: We create a complete backup before any changes
- Staging: Updates are tested on a staging environment
- Deployment: Changes are implemented during scheduled windows
- Verification: All functionality is tested after deployment
- Confirmation: You receive notification when complete
Planning for Future Growth
Technology Roadmap Planning
Your support team can help you plan for future enhancements:
- Quarterly Strategy Sessions: Available to Professional and Premium clients
- Annual Technology Review: Comprehensive analysis of your digital ecosystem
- Trend Reporting: Insights on relevant technology trends
- Growth Scaling: Recommendations for handling increased traffic or functionality
Budget Planning Assistance
Get help optimizing your technology investments:
- Projected maintenance costs
- Upgrade recommendations
- Feature prioritization guidance
- ROI analysis for potential enhancements
Transitioning Between Plans
Need to change your support level?
- Upgrade anytime: Immediate access to additional benefits
- Downgrade: Takes effect at the end of your current billing cycle
- Temporary boosts: Add additional support hours for busy periods
- Custom plans: Available for clients with unique needs
Contact your Account Manager to discuss plan changes or custom arrangements.
Frequently Asked Questions
1. How quickly will my support request be addressed?
Initial response times vary by plan level and issue priority. See the plan comparison table for specific timeframes.
2. What happens if I use all my monthly support hours?
A: Additional hours can be purchased at your plan's hourly rate. Your support manager will notify you when you're approaching your limit.
3. Can I save my unused hours?
A: Hours roll over for one month only, providing flexibility while encouraging regular maintenance.
4. How do I know if something is covered by my plan?
A: Your support manager will confirm whether a request falls within your plan's scope. If not, they'll provide an estimate for the additional work.
5. What happens if I need an emergency fix but I'm out of hours?
A: For critical issues affecting site functionality, we'll address the problem immediately and discuss hour allocation afterward.
Contact Your Support Team
Your dedicated support team is ready to help:
Technical Support Lead:
Email: chloe@papers-pens.com
Phone: +84 961 500 505
Working Hours: Monday-Friday, 9 am-6 pm GTM+7