Tasks that are included as part of your Website Management Plan

(after the website is built)

Most of the ongoing services we provide are invisible to you, so that you can spend time focusing on your business while we become your web team. But you can also request support from us when you experience problems or need to make changes. Here are some examples of these services:

  • Update software (WordPress core, plugins, themes)
  • Resolve problems after a software update
  • Improve page loading times
  • Improve site security
  • Resolve WordPress errors
  • Troubleshoot theme and plugin issues
  • Spam filtering services
  • Review or remove spam
  • Perform content changes
  • Provide WordPress consulting
  • Install or configure a WordPress plugin
  • Recommend a WordPress plugin
  • Troubleshoot UI issues
  • Manage website and server caching
  • Create site backups or restore from backup
  • Website migration
  • Review Google Search Console issues
  • Create or fix website redirects
  • Optimize images
  • Resolve malware Issues
  • Resolve hosting or server issues
  • Set up and maintain SSL certificate
  • Fix SSL errors
  • Add, edit or resolve problems with DNS
  • Provide Cloudflare support
  • Recover a hacked site
  • Resolve email sending issues (from the website)
  • Audit SEO settings and performance
  • Perform minor SEO updates

Tasks that are not included as part of your Website Management Plan

(after the website is built)

Sometimes you need additional services that fall outside the parameters of our ongoing support plans. The following list contains examples of those services, which would be billed on an hourly basis or custom quoted to your specifications on a case-by-case basis:

  • New website build
  • Total website redesign
  • Converting an old WordPress theme
  • Converting non-WordPress site to WordPress
  • Updating WordPress core on a very outdated site
  • Custom page design or redesign
  • Custom functionality or development
  • Custom theme development
  • Custom coding of any kind
  • Third-party integrations
  • Removing custom coding or design
  • Updating any highly customized software
  • Advanced SEO campaigns and services
  • Updates or improvements to accessibility
  • Resolving conflicts with WooCommerce
  • Adding new products to WooCommerce
  • Custom graphics work
  • Custom logo design or conversion
  • Multiple website migrations
  • Setting up Microsoft 365 or Google Workspace accounts
  • Any task requiring more than the 30-minute limit

If you need any of the services above, please contact our support team for a custom quote of timeframe and pricing.

Current clients of our Website Management Plans will receive a discount from our regular rates for additional services not included in their Plan.

If you are not sure whether a request meets the criteria specified above, please submit it to our support team and we will determine eligibility. Note that some issues related to themes or plugins may require resolution via the theme or plugin developer.

Harness Media reserves the right to deny a task for any reason.

Support Requests and Reasonable Use

Support must be requested through the proper channels to ensure we receive them and can respond in a reasonable amount of time. To request support, please use our online support request form or send an email to [email protected].

Each request is subject to a maximum of 30 minutes of support. Harness Media management exclusively determines the amount of time and effort required for support. For work outside of the scope of your Website Management Plan, Harness Media management may provide alternative solutions to the client, including referral to trusted third-party services.

We provide support between the hours of 9:00am and 5:00pm MST Monday through Friday but provide no guarantee either express or implied on the timeframe of when a support request can or will be resolved. These support hours exclude any federal public holidays or other days that are considered Harness Media holidays.

Your requests are subject to approval by Harness Media management or by its assigned agent(s). Harness Media retains the right to deny any requests.

Description of Service

Harness Media offers chat, email, and phone support to operators of websites running installations of WordPress. Services include but are not limited to, any service and/or content Harness Media makes available to or performs for you, as well as the offering of any materials displayed, transmitted, or performed on the Site or through the Services.

Your access to and use of our services may be interrupted from time to time as a result of equipment malfunction, updating, maintenance or repair of the Site or any other reason within or outside the control of Harness Media. Harness Media reserves the right to amend, suspend or discontinue the availability of the Site and/or any Service and/or remove any Content at any time at its sole discretion and without prior notice.

Harness Media service does not support multisite WordPress installations.


You agree that you will pay for the Services and that Harness Media may charge your payment method for any services purchased and for any additional amounts (including any taxes and late fees, as applicable) that may be accrued by or in connection with your Account. YOU ARE RESPONSIBLE FOR THE TIMELY PAYMENT OF ALL FEES AND FOR PROVIDING Harness Media WITH A VALID PAYMENT METHOD FOR PAYMENT OF ALL FEES.

Your total price will include the price of the product but expressly excludes any applicable taxes; such service tax is based on the bill-to address and the applicable tax rate in effect at the time you use the Services. We will charge tax only in such jurisdictions where the Services are taxable.

Prices for the Services may change at any time at Harness Media’s sole and exclusive discretion. The Services do not provide price protection or refunds in the event of a price reduction or promotional offering.

All services must be paid in advance before services are performed. 

Harness Media reserves the right to deny any client for any reason.

Suspension Policy

We reserve the right to suspend your account if your invoice is past due five business days. Once your account is past due, we will no longer perform any services until the account is made current.

Refunds Policy

Because our services are fixed term and paid in advance, you may cancel anytime. Once cancelled, your account will automatically expire at the end of the current term. We do not offer refunds for any of our services.