What is included:

Real Big Marketing (RBM) provides the following services as part of our monthly Professional E-Commerce support program:

Update WordPress Version as available and as appropriate
Update WordPress Plugins weekly
Backup of Database and Site Files (separate from host as an added security layer, weekly)
Database Optimization
SPAM & Revisions Cleanup
Detailed Monthly Report
10 hours of support time per month
Email and GitHub based support systems (All support requests answered within 1 business day.

Contacting RBM for support

Please do not use RBM personal email or phone numbers for support requests. Due to staff scheduling issues, personal email or phone submissions can result in delayed responses to your problems.
We provide an email-based support ticket desk for quick turnaround and tracking of all support requests. You can submit all requests, especially emergency requests, to:

support@realbigmarketing.com

We also use a repository, online, to house your code. This is located at GitHub.com anyone may create a Github account. Those with accounts may be invited into your repository where tickets may be created for items you would like to change or fix. These take the form of issues. You may in lieu of support desk tickets, GitHub issues may also be created, to be addressed during normal business hours.
Hours of operation and response times

9 am to 5 pm ET, Monday through Friday – standard operating hours
5 pm to 9 am ET, and weekends – Emergency support only

During normal hours RBM will provide all support for standard issue resolution and enhancements. We will also deal with technical issues that arise from those enhancements and fixes in a controlled environment to prevent down time on your “live’ environment.

During emergency hours we will facilitate communication with hosts in the event that your hosting server goes off-line.