Technical support
Support with an agreed response time
We keep your site up to date, fix bugs and back it up every day. Our technical team replies within 72, 48 or 24 hours, depending on your package. On Ultimate, you can also reach us by phone or WhatsApp, and we handle critical incidents 24/7.
The service in detail
With an annual technical support package, Phoenixtech takes care of maintaining your website or online shop. Instead of hunting for a technician every time something breaks, you write to a team that already knows your site. We apply critical system updates and update your plugins. We also check for and fix bugs, and we back up the site every day. If something goes wrong, we restore the site straight away, free of charge once, twice or three times a year, depending on your package. Every package comes with an agreed response time and a set number of hours of work.
On a WordPress site, new versions of the core, plugins and integrations come out all the time, often to close security holes. When a site falls behind on updates, it becomes more vulnerable to attack, and sooner or later a plugin stops working properly, which costs you sales and trust. With maintenance, we keep your site up to date and fix bugs while they're still small.
Every package has a published price, a set number of hours of work and an agreed response time: within 72 hours on Essential, 48 on Advanced and 24 on Ultimate. On Essential and Advanced, you contact us by email. Ultimate is the only package with phone and WhatsApp support, and the only one with 24/7 cover for critical incidents. We've been in business since 2018 and are a member of AnKas Group. We know Greek business integrations well, from myDATA (Greece's e-invoicing platform) and bank payment gateways to courier services. And if you also have hosting, email or advertising with us, you talk to the same people about everything.
Why trust us
Agreed response time
We reply within 72, 48 or 24 hours, depending on your package. You know in advance when you'll hear back, so you aren't left waiting indefinitely.
Daily backup & instant restore
We back up your site automatically every day. If something goes wrong, we restore it straight away. Instant restore is free once, twice or three times a year, depending on your package, and after that costs €50 each time.
Up-to-date system & plugins
We apply critical system updates and update plugins after checking compatibility. This closes known security holes and lowers the risk of something breaking after an update.
Clear hours and charges
Every package includes 5, 10 or 20 hours of work a year. If you need more, each extra hour costs €50, €40 or €30, depending on the package, with no hidden charges.
How we work
Initial site check
We take stock of the site, its access details and its plugins, see what needs attention and take a first backup before we change anything.
Updates & backups
We apply critical system updates, update plugins and back up the site every day, so there's a recent copy to restore from.
Responding to your request
You send your request, and we reply within your package's response time. We take it from there and keep you informed of progress. We fix critical issues as soon as possible, and on Ultimate we also handle them 24/7.
Hours of work
The time spent on each request comes off your package's hours, with a minimum charge of 30 minutes. If the hours run out, we tell you before we continue at an hourly rate.
Packages
Choose the package that suits you
Essential
Basic cover, with a response within 72 hours
€190/ year
+ VAT
What's included
- 5 hours of technical supportEach support request is charged for a minimum of 30 minutes.
- Critical system updates
- Plugin updatesExcludes premium plugins whose licence has expired and plugins that aren't compatible with your system version.
- Bug checks and fixes
- Daily backup with instant restoreInstant restore is free once a year. Further requests cost €50 each.
- Response within 72 hours
- Critical issues fixed as soon as possible
- Email support
- Extra hours: €50 / hour
Advanced
Faster responses and twice the hours of work
€375/ year
+ VAT
What's included
- 10 hours of technical supportEach support request is charged for a minimum of 30 minutes.
- Critical system updates
- Plugin updatesExcludes premium plugins whose licence has expired and plugins that aren't compatible with your system version.
- Bug checks and fixes
- Daily backup with instant restoreInstant restore is free twice a year. Further requests cost €50 each.
- Response within 48 hours
- Critical issues fixed as soon as possible
- Email support
- Extra hours: €40 / hour
Ultimate
Response within 24 hours and 24/7 cover for critical issues
€750/ year
+ VAT
What's included
- 20 hours of technical supportEach support request is charged for a minimum of 30 minutes.
- Critical system updates
- Plugin updatesExcludes premium plugins whose licence has expired and plugins that aren't compatible with your system version.
- Bug checks and fixes
- Daily backup with instant restoreInstant restore is free three times a year. Further requests cost €50 each.
- Response within 24 hours
- Critical issues: 24/7 cover
- Email, phone and WhatsApp support
- Extra hours: €30 / hour
Frequently asked questions
What does response time mean in the support packages?
It's the agreed time within which we reply and take on your request: within 72 hours on Essential, 48 on Advanced and 24 on Ultimate. It isn't how long it takes to fix the issue, because that depends on the problem. We fix critical issues as soon as possible, and on Ultimate we also handle them 24/7.
What happens if I use up my package's support hours?
Each annual package includes 5, 10 or 20 hours of work (Essential, Advanced and Ultimate respectively), with a minimum charge of 30 minutes per request. If you use them up, we let you know and, with your approval, carry on at €50 an hour on Essential, €40 on Advanced and €30 on Ultimate.
How often do you back up, and how quickly can you restore?
We back up your site automatically every day. If something goes wrong, whether it's a failed update, human error or an attack, we restore it straight away from a backup taken when it last worked properly. Instant restore is free once a year on Essential, twice on Advanced and three times on Ultimate, and each further restore costs €50.
How do I contact support?
Email support@phoenixtech.gr and our technical team will reply. On Ultimate, you can also reach us by phone and WhatsApp, and we handle critical incidents 24/7. The phone number comes with the package.
Do you only support websites you built yourselves?
No. We also take on WordPress and WooCommerce sites built by someone else. First, we do a short technical check to see what state the site is in and what it needs before we start.
Which support package suits my business?
Essential suits sole traders and small businesses. Advanced (the one we recommend) suits small and medium-sized businesses. Ultimate is for large businesses and online shops that need a response within 24 hours, phone and WhatsApp support and 24/7 cover for critical incidents. Tell us how much your business relies on the site and we'll recommend the right one.
Get a free support quote
Tell us a little about your site and we'll recommend the support package that fits your needs and budget. Each package's price, hours of work and response time are published. No obligation, no hidden charges.
Get a free quote