What Pressable Can Do and How We Can Help

Category: Pre Sales Questions | Last modified: November 23, 2020

Pressable strives to provide world-class support to all of our customers. In addition to our Service and Platform Considerations, the following details our responsibilities as your host, as well as the levels of support we can provide.

Manage Hardware

Responsibility: Ours
Pressable performs all maintenance and management of servers.

Update Core WordPress CMS

Responsibility: Ours
Pressable updates WordPress Core when a stable release is made available.

100% Network Uptime

Responsibility: Ours
We guarantee that our data center network will be available 100% of the time in a given month, excluding scheduled maintenance. The data center network means the portion of the Pressable network extending from the outbound port on our edge device to the outbound port of the data center border router.

Daily Backups

Responsibility: Yours and Ours
Pressable performs daily backups of a site’s files. Databases are backed up hourly. These are available upon customer request. Customers can use third party tools, such as Jetpack, to backup their sites automatically.

Hardware Monitoring

Responsibility: Ours
Pressable monitors server performance 24/7.

Site Monitoring

Responsibility: Yours – and Ours, if on an Enterprise Plus plan
You can use third party tools, such as Jetpack or Uptime Robot, to monitor site availability. For certain plans, Pressable may offer site availability notification services.

Site Performance

Responsibility: Yours – and Ours, if on an Enterprise Plus plan
You can use third party tools, such as GT Metrix or Pingdom, to monitor site performance. Pressable can assist with site performance issues for customers on Enterprise Plus plans.

Plugin Installation

Responsibility: Yours – and Ours, if on an Enterprise Plus plan
You should install your own plugins. For certain plans, Pressable may offer support with plugin installation.

Plugin Updates

Responsibility: Yours and Ours
You should update all plugins, other than Jetpack, Akismet, and WooCommerce (if your plan is a WooCommerce plan), which Pressable will manage.

WordPress Functionality

Responsibility: Yours and Ours
In order for users to learn how to use WordPress, Pressable will provide access to basic WordPress training through WP101.com. For specific questions about WordPress functionality, you may contact Customer Success for further assistance.

Troubleshooting

Responsibility: Yours and Ours
Pressable will review error logs and provide you with information to troubleshoot problems on your site.

Customizing – Themes, Plugins, Etc. (Settings)

Responsibility: Yours
You will be responsible for making modifications to plugins, themes and Core settings.

Ticket Based Support

Responsibility: Ours
Pressable will provide ticket-based support 24/7.

Chat Support

Responsibility: Ours
Pressable will provide chat-based support 24/7. Higher value plans will have faster response times and higher priority.

Phone Support

Responsibility: Ours, if on an Enterprise Plus plan
Pressable will provide emergency phone support outside of business hours for certain plans.

Basic CSS Code Modification

Responsibility: Yours – and Ours, if on an Enterprise Plus plan
Customer will be responsible for making CSS modifications. For certain plans, Pressable may assist with basic CSS modifications, up to a certain number of hours per month.

Basic PHP Code Modification

Responsibility: Yours – and Ours, if on an Enterprise Plus plan
Customer will be responsible for making PHP modifications. For certain plans, Pressable may assist with basic PHP modifications, up to a certain number of hours per month.


If you have any questions about the level of support we provide and our responsibilities, please contact us at help@pressable.com.

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