SUPPORT REQUESTS
Our normal support hours are Monday – Friday from 9:00 am – 5:00 pm ET, excluding National Holidays.
Current Media Group, LLC provides 24/7 monitoring of our platform, servers, and connected hardware. Managed WordPress Hosting and Support Clients receive 24/7 monitoring of their website for uptime, performance and blacklisting. Should you need to report an after hours website outage, please submit a Support Ticket through our Client Portal or send an email to support [at] current media group [dot] net and it will be handled as quickly as reasonably possible.
Non-outage support requests will be handled during normal support hours. As a Managed WordPress Hosting & Support Client, urgent requests will be bumped to the front of the line and handled as quickly as possible. Non-urgent requests will be scheduled accordingly.
For security reasons, no one other than approved parties may request information or support service. The account holder is the default approved party, but you can also assign authorized users to your account. This can be done by logging in to your Client Portal and submitting a Support Ticket with the name and email address for additional authorized users.
With our Managed WordPress Hosting and Support, your monthly hours can also be used for ad hoc website development. These types of projects may include Plugin installation and configuration, Plugin and Theme modifications, Post/Page creation, etc. A project time estimate and schedule will be given prior to work beginning and will be applied toward the monthly hour allotment. Please note, Priority Support hours do not roll over. Hours not used during the month will be zeroed out at the beginning of the next billing period.
MAINTENANCE
Normal weekly and monthly website maintenance including WordPress core updates, Plugin updates and Theme updates, will be scheduled and performed after hours to reduce interruption (crucial security updates will be installed as they become available). Should an update break the website, it will immediately be rolled-back to the state prior to performing the update. We will then investigate the issue and if we can easily fix the problem, we will as part of our normal maintenance routine. If the problem is more extensive, you will be contacted to discuss a solution prior to performing the work.
For more extensive updates and development, a website staging environment will be created for testing and troubleshooting before going live.