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Starting a support relationship with Hellenic Technologies begins with an honest assessment of your current site’s state. We’ve seen enough “it’s fine, just needs maintenance” sites that turn out to have critical vulnerabilities, outdated plugins with known CVEs, and performance scores that would embarrass a static HTML page. We’d rather find these things early than respond to an incident.

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Step 1: Technical Onboarding Review

Every new support client goes through a technical onboarding review before the plan goes live. We audit: WordPress core, plugin and theme versions; known security vulnerabilities; hosting configuration; backup state; Core Web Vitals scores; SSL certificate; and basic SEO configuration. You receive a written report with prioritised findings. Critical issues are addressed in the first billing cycle.

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Step 2: Plan Selection

Based on the onboarding findings and your requirements, we recommend a support tier. Key questions: How business-critical is the site? How often does it change? Do you need SLA-backed response times? Do you need a monthly hours allowance for content changes and new features? We’d rather recommend the right plan than oversell you on a premium tier you don’t need.

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Step 3: Credential Transfer

We’ll need access to: your hosting account or server, your WordPress admin, your domain registrar (for DNS management), and any third-party service accounts relevant to your site (CDN, email provider, payment gateway). We store credentials securely using 1Password and document exactly what access we hold.

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Step 4: Monitoring Setup

Once access is configured, we set up uptime monitoring (alerts within 5 minutes of downtime), daily automated backups with off-site storage, and performance monitoring for Core Web Vitals. From this point, we’re watching your site proactively rather than reactively.

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Step 5: Ongoing Relationship

Support is billed monthly. You’ll receive a brief monthly report covering: updates applied, backup status, uptime record, and any security events or performance changes. Ad-hoc requests are handled via a ticketing system with response times defined by your plan tier.