Website care: frequently asked questions

Quick answers to the questions clients ask most often about our website care and maintenance service.

Got a question about how website care works? This page collects the questions we hear most often — with short, plain-English answers and links to more detail where you need it.

Quick summary

This is your go-to reference for common care plan questions. If you don't find your answer here, email support@chykalophia.com — unless your project lead has given you a different contact.

About the care plan

What does a care plan actually cover?

Software updates (WordPress, plugins, themes), daily backups, uptime monitoring, security monitoring, broken link checks, form testing, and priority support. For a full breakdown, see What our care plan covers.

What is NOT included in the care plan?

New design work, new features, significant content rewrites, and SEO campaigns are not included. Those are quoted separately. If you're unsure whether something is covered, just ask.

Do I need a care plan?

We recommend one for any site that matters to your business. Without ongoing care, your site gradually accumulates security vulnerabilities, outdated content, and small broken things that damage trust. See Why websites need maintenance.

What happens if I don't have a care plan?

We can still help you, but at our standard rate with no priority queue. No one is proactively monitoring your site — problems are only caught when you or a customer notices.

Can I pause or cancel my care plan?

Yes. Contact your project lead or email support@chykalophia.com and we'll discuss the terms and transition process.

Updates & backups

How often do you update my site's software?

We check for and apply updates on a regular schedule — typically weekly or bi-weekly. Security-critical patches are applied urgently. You don't need to request updates.

Will updates break my site?

We use a backup-first, test-on-staging, then push-to-live process that minimizes this risk significantly. Breakage can still occasionally happen — that's why the backup exists. See Software updates explained.

How often is my site backed up?

Daily. The most you can lose is one day's worth of changes. Backups are stored offsite — separate from your hosting server.

Can I get a copy of my backup?

Yes. Contact us and we'll provide one on request.

How quickly can you restore from a backup?

Typically 30 minutes to a few hours, depending on the size of your site, and longer for a large store or a complex setup. See Restoring your site from a backup for the times we work to by site size.

Monitoring & alerts

How will I know if my site goes down?

We receive an alert automatically when your site goes offline. We investigate and work to restore it. We'll notify you, especially if there was meaningful downtime. See Uptime monitoring explained.

What if my site gets hacked?

Our security monitoring detects many attacks early. If your site is compromised, we investigate, clean it up, and secure it. We'll tell you what happened and whether you need to take any action (like changing passwords). See Security monitoring explained.

Do you monitor 24/7?

Our monitoring tools run 24/7. Human response during business hours is fastest. For after-hours emergencies, speak to your project lead about what out-of-hours coverage applies to your plan.

Reporting problems

How do I report something that's broken?

Log a task in ClickUp, or email support@chykalophia.com. Include the page URL, a screenshot, and a description of what's wrong and what you expected. See How to report a bug effectively.

What counts as an emergency?

Your site is completely down, checkout is broken during business hours, you suspect a security breach, or customer data may be at risk. For emergencies, email support@chykalophia.com with URGENT in the subject and contact your project lead directly. See When & how to request emergency support.

If you're stuck, email support@chykalophia.com and we'll help. Include your website address and a screenshot if you can.