360 Preemptive Support

Introducing our all-new Preemptive Support “360” System

Get Started with 360!

TL;DR

Preemptive Support “360” is OUR version of what we believe true managed WordPress should actually look like. It allows us to offer site-specific support in a holistic, sustainable way.

360 allows our team to see your site and server problems BEFORE they become critical.

Our systems will monitor your websites, servers, and notifications, and should we identify any issues, we’ll automatically create a support ticket for our team.

If your websites go down in the middle of the night, we’ll know about it and begin working to resolve it, so you can sleep easy knowing that we have your most important websites covered.

This includes:

  • Website uptime monitoring and remediation
  • Proactive server monitoring and remediation
  • Proactive notification monitoring and remediation
  • Server onboarding & full server health audit

25% OFF Special Offer Discounted Pricing

During this special offer, pricing inside the app will not appear as discounted, but the discounted price will show on Stripe invoices.

When you sign up now, as one of the first 100 servers that we enroll under this public launch – you’re going to lock in two things:

  1. 25% off of this public pricing for as long as you keep 360 active on at least one of your servers.
  2. We’re going to completely zero out any and all server onboarding fees, which means you’ll save upwards of $500 for each and every server that you enroll.

PRICE EXAMPLES

Regular pricing starts at $100/month ($75/month with this discount), and includes your first 5 websites, and first 3 servers.

STARTING PRICE

Includes: First 5 websites & first 3 servers
= $100/month

25% Off Discounted price
= $75/month

$100: First 5 websites, 3 servers
$300: Websites 6-20
$140: Servers 4-10
$100: Servers 11-20
=  $640/month

25% Off Discounted price
= $480/month

$100: First 5 websites, 3 servers
$400: Websites 6-25
$375: Websites 26-50
$125: Websites 51-60
= $1000/month

25% Off Discounted price
= $750/month

What’s up WordPress Warriors?!?!

Today we are pleased to announce our all-new Preemptive Support “360” System and how it is that you’re going to be able to get and lock in a lifetime discount AND save yourself at least $500, just by being one of the first people to work with us during this public release.

So let’s first talk about what 360 is, how it’s different from anything else we’ve released before now and, in fact, different from anything you’ll find literally in the entire managed WordPress hosting space.

So What is 360?

360 is OUR version of what we believe True managed WordPress should actually look like. It’s what we believe the industry needs, it’s the way that we’ve wanted to provide end-to-end support from the very beginning.

And all of it is built in a way so that it’s not only holistic, taking your entire server health into account during a support interaction, but it’s 100% sustainable.

We’ve always had one (or more) hands tied behind our back when trying to provide application support, in the past, and we believe that we have a way to actually do so without constraints and without concerns over the long-term viability of that effort.

You’ve likely experienced some version of reluctance or difficulty, on our part, in terms of being able to properly handle your site-specific support issues before today.

This has really been for a multitude of reasons, not the least of which is: we’ve never offered it! But extending beyond that gotcha, the real reasons we haven’t been able to take things as far as we would like is that we couldn’t possibly afford to do so – with our all-you-can-eat, no limits on sites model.

AND, because you control everything that happens on your server, we can’t feasibly provide support for ONE specific site on a server when there are countless other sites on the exact same server AND/OR if there are customized configurations that we ourselves didn’t create.

So we’ve been severely constrained in our effectiveness and many of you have experienced that wall where we’re able to provide you with a knowledge base article, for example, but we can’t actually execute on that KB on your behalf.

360 solves all of that AND it allows us to really extend beyond the basic problems that we can see – the ones that you bring to our attention – and it allows us to extend our range and our expertise all the way out to the edges of your various site and server needs, all the way down to resource allocation and performance recommendations.

Before today, if you’ve wanted site-specific support, we’ve had to give you vague generalities and wish you the best of luck. Before today, all of us, collectively, had a very tough time defining exactly where our support stops, and your responsibilities begin.

Before today you’ve likely needed an extra layer of either staffing and/or personal struggle and effort to resolve more complicated site-specific issues.

But all of that changes with the release of 360 because NOW we’re able to operate as an extension of your team… and we’re able to do so without fear of being bankrupted by the process. (And also because we’re able to see the entire server and all of the sites and configurations on it, we don’t have to worry about flying blind).

In fact, the ideal scenario with a site covered by 360 is that you don’t even have to alert us to a problem: we should know about the vast majority of issues LONG before you become aware of them yourself. Rather than needing to come in to support to raise a ticket, the various notifications from our monitors and internal health checks automatically come to our team, 24 hours a day.

The Origins of 360

Let me give you a very specific example of what 360 does for YOU and your team, and this will hopefully shed more light on just how impactful this new support paradigm is…

The original seed behind 360 came from a trouble ticket that is sadly far too common on our platform: we had someone come into support – on the weekend no less – with an emergency/critical “OMG My Site is DOWN!” ticket.

Within a matter of minutes, we had sent the initial response to the user, and within roughly an hour, the entire issue had been resolved. (This included – unfortunately – far too much back and forth with the user themselves, but that’s not really the point).

The real point here, upon performing the post mortem of this ticket, was how easily the entire situation could have been prevented.

You see the problem wasn’t actually that the site was down… the problem was that the client had changed their DNS for the www record for the URL in question. They didn’t change both their www record AND their A record, they only changed the former.

Now here’s where things went sideways: because their primary browser was Chrome and because Chrome was enforcing HSTS, and because their SSL certificate failed to renew – due to the incorrect DNS settings – it appeared that the entire site was down. In fact: it may have even appeared as though the site itself was HACKED! (Because of the security notification).

But here’s what actually got my head shaking and my blood boiling: our system had been throwing “SSL renewal error” notifications for nearly 30 days. Our system begins attempting Let’s Encrypt renewal checks far in advance of their actual expiration.

The real problem was that the client has either not seen the notifications, not understood what they meant, or simply let it slip their mind (“I’ll get to that later.”)

But this entire ticket – the whole FIRE behind this issue… it could have been completely prevented. The client, and their client, and even our own team would have experienced FAR less stress… if those notifications had simply come to us in the first place, as well as the user.

This is exactly what 360 solves for, and it’s the type of “ticket” where a 360 covered site would NOT go down, the client would NOT freak out, and you’d simply wake up one morning to a closed out ticket thread indicating that everything had been resolved for you, literally weeks before any problem could rear its ugly head.

Now I can give you 100 more examples of situations in which 360 will be an instant lifesaver… but the truth is that I believe it will be most valuable in situations that we can’t yet think up.

Each and every single site and server is unique, each issue requires real live human discernment, and almost every scenario that we mitigate with 360 will be unique. The only way to truly see how much time, money, effort, and sleep it can save you is to actually TRY IT for yourself… so let’s talk about how that works.

How to Try 360

Right now, within your Settings Page, you should all be able to see the following two new options in the left-hand navigation – “Add-ons” and “Preemptive Support” – you’ll want to go to Add-ons FIRST in order to be able to add this support option to your account.

Now, once you select the Preemptive Support 360 option (or multisite, if you’re looking for support for a network site) you’ll be able to select any given server on your account and you’ll be given an approximation of what that server will cost based upon the number of sites that you have on that server.

This view currently will accurately estimate your total (you get a certain number of servers included just by activating your account, and there is a minimum of five sites included in any plan, you can’t start smaller than that) but once you’ve initiated this process two things are going to happen:

  1. That server will be added to our enrollment queue and – VERY IMPORTANT for you fast movers…
  2. You’re going to lock in a 25% lifetime discount for the 360 Preemptive Support service for as long as you keep 360 active on any site on your account. You’re also going to get another pretty massive bonus we’ll talk about in just a minute.

Understand that UNTIL we accept your server, there is absolutely no charge for this enrollment, for the health check, or for any of the initial monitoring and auditing of your server. And we’ll break down the WHY behind that in just a second.

Before we get too far here it’s important that you understand the following: if you currently have a site that is completely in shambles – DO NOT attempt to enroll that site and server in the 360 program. If you’re aware that you currently have all kinds of codebase issues with a given site, this is not a free debug session AND we will likely reject this server outright if we discover that you’ve sent us a ticking time bomb.

This service is by far the most effective and impactful for you and your team if you’re having us inspect your fully functional and production workloads – sites that are mission-critical to you WHICH ARE CURRENTLY BEHAVING AS NORMAL.

Because of the highly labor-intensive nature of providing this type of support we ABSOLUTELY can’t accept sites that we know are already completely dysfunctional. This is why we have to reject some of the servers that are submitted and we’ve already done so with roughly 15% of all applicants up to this point.

Who is 360 for?

If you’re already a knowledgeable user of both WordPress AND our platform and you like the idea of not having to wake up in the middle of the night to debug server-specific problems, this might be a great fit for you. 

If you’re someone who values your own time highly and wants to have far less involvement in any of the day-to-day server administration-type tasks… this likely is a great fit for you.

If you’re someone who has previously managed a bunch of sites at a traditional “managed” WordPress host and you’d like to have something that exceeds that experience, this will probably be an invoice you love paying every month.

If you’re someone who - BEFORE NOW - has wanted a way to get site-specific support without having to go hire a developer or a sysadmin to help you, this is a great option for you. 

If you’re someone who has thought: I’ve gotten such great support from GridPane… I wish they could help me with MORE of my challenges, this is also a great fit for you. 

If you’re someone who uses very little or no support but still would like to be able to sleep well at night, knowing that someone else is monitoring the dials on your sites, this is right up your alley.

Special Offer for Fast Movers

Now, as we always do whenever we release something new here at GridPane, we want to heavily reward those that take action fast and those that choose to invest in what it is that we’re building here and this situation is no different.

So, if you sign up now, and you’re one of the first 100 servers that we enroll under this public launch – you’re going to lock in two things:

  1. You’re going to get 25% off of this public pricing and your price will stay locked at that rate for as long as you keep 360 active on at least one of your sites.
  2. We’re ALSO, as a bonus for these first 100 new servers, we’re going to completely zero out any and all server onboarding fees, which means you’re going to save upwards of $500 for each and every server that you enroll.

This means that you’re going to pay no more than $15 per site (instead of the standard current rate of $20/site) and you’re going to pay NOTHING for each server that you enroll. Even with as few as ten sites, this translates to at least $1100 in savings over the course of your first year on the platform.

So if you’ve been waiting to see what 360 is all about, you can NOW sign up for access to it in just a few clicks inside your account. 

We are NOT charging per server audit fees for these first 100 new servers but we will be charging those fees in the future because there is a hard fee for us to do those health checks and audit your existing workloads. Note also: if you’ve participated in any of the 360 presales before now you’ve already been notified of your enrollment status AND you’re already getting the deal that you previously locked in.

You simply go to your settings, choose Add-ons, choose the server (or servers) that you would like to enroll, and they’ll be added in the queue automatically.

During the first three full business days, we’re going to perform additional testing, modification, and some basic server optimizations to make sure that your sites are properly configured for everything that is flying at your server at any given time.

We are also going to be making very specific recommendations about changes that we feel you NEED to make to your sites and servers.

But here’s the cool part: you don’t have to listen to our advice.

You could choose to simply take the free server audit… and not actually enroll in 360.

There’s literally no risk for you to be part of this program.

Only one of three things is going to happen:

1.) We’re either going to reject a given site/server because there are simply too many errors and we’re uncomfortable providing support for that workload.

2.) We accept your workload but you decide to not participate in the 360 program.

or

3.) We both agree that working together in this context looks good for BOTH of us, and we proceed forward in good faith.

No hard sale, no long-term contracts. We help you rest easier knowing that we’re monitoring your workloads 24/7 or you decide to maintain that control on your own.

All of you – whether you’re in the first 100 or not – can choose to sign up for 360 at this time. But this public launch promo is just for the first 100 new servers enrolled (not the first 100 users, the first 100 servers – so if you want to enroll more than one server you can do so).

So, again, if you’re someone who is looking for less stress, more help, more sleep, and the highest priority SITE-SPECIFIC support that we’ve ever been able to provide, and if you’d like to be a part of the next phase of what “managed WordPress” can look like, I welcome you to dive in and give 360 a try on your account today.

I want to thank you all for your time, for checking this new service out, I hope this all finds you well, and we look forward to HOPEFULLY solving your next support ticket without you ever lifting a finger.

Cheers!

Sign Up Today

To get started and enroll a server into 360, click the button below to go to your GridPane account settings page and click “Addons” from the left hand menu.