What White-Glove Means Here
Every support engagement includes:
Clear communication and realistic timelines
A team that learns your site and goals over time
Honest scoping and transparent expectations
Regular updates focused on progress, not noise
This is how we help leadership teams move from uncertainty to predictable, dependable website operations.
Bright Plum provides structured, white-glove website support for organizations that need their Drupal and WordPress sites to remain secure, fast, and reliable — without wasted retainer hours or reactive firefighting.
Whether you choose ongoing monthly support or flexible hourly engagement, our team takes the time to understand your sites, your priorities, and your constraints so support feels proactive, not transactional.
Why Organizations Switch to Bright Plum
Three guarantees that set our support apart from typical website vendors:
We beat your current rate by 15%
If you’re already paying for website support, we’ll structure a plan that delivers equal or better coverage at a lower effective rate.
You never pay for the same bug twice
We invest in automated testing and proactive reporting so issues are caught early and fixes don’t have to be re-paid for month after month.
Our work is guaranteed
If something we touch breaks, we fix it. We don’t bill you to correct our own work.
These commitments are backed by the systems outlined below — automated testing, site health reporting, and user experience tracking.
Website Support Packages
| Features |
|
|
|
|---|---|---|---|
|
Security updates
We apply the latest security patches to your Drupal and Wordpress core and contributed modules and plugins, protecting your site from vulnerabilities and keeping you ahead of potential threats. |
|
|
|
|
Bug fixes
We identify and resolve issues that affect your site's functionality, from broken features to display problems, ensuring everything works as intended. |
|
|
|
|
Backup verification
We confirm your automated backups are running correctly and test restore procedures to ensure your data is truly protected when you need it most. |
|
|
|
|
24 hour weekday response time
Standard: 24 business hours |
|
|
|
|
Basic SEO
Standard: Yearly |
|
|
|
|
Automated Testing
|
|
|
|
|
Automated visual regression testing
Our automated system takes screenshots of key pages after updates, comparing them to detect any unintended visual changes or broken layouts. |
|
|
|
|
Code clean-up
We review and optimize your site's codebase, removing unused modules, cleaning up deprecated code, and ensuring everything follows current best practices. |
|
|
|
|
Under 2-sec performance optimizations
Enhanced: Yearly |
|
|
|
|
WCAG 2.1/2.2 Accessibility improvements
Enhanced: Quarterly report |
|
|
|
|
Drupal and Wordpress training
Enhanced: Documentation |
|
|
|
|
Proactive planning
We review your site to identify upcoming needs, recommend improvements, and plan strategic enhancements aligned with your organizational goals. |
|
|
|
|
Automated integration testing
We create automated tests for your custom functionality and third-party integrations to ensure critical workflows continue working after updates. |
|
|
|
|
Automated Usability Testing
We conduct user interviews and analyze how visitors navigate your site to identify friction points and opportunities for improving user experience. |
|
|
|
|
Strategy First Strategic Marketing Audit
We provide a simple process that audits your current marketing efforts, map the competitive landscape, and create a core message with your ideal stakeholder persona. |
|
|
|
|
Design refresh
We update visual elements, layouts, and user interface components within your current site’s structure to keep your site looking modern and aligned with current design trends. |
|
|
|
Standard
Enhanced
Premium
Planning Your Budget
Most organizations budget website support annually, based on:
- Number of sites
- Hours per site
- Level of complexity
Support is typically scoped as: Sites × Hours × Internal rate
For planning purposes, Bright Plum’s standard hourly rate starts at $175/hour.
Final scope and pricing are always customized based on site complexity, number of sites, and organizational needs.
Example: 3 sites on 12 hrs/site/month is 36 hrs/month. At $175/hr, that’s a starting planning range of $6,300/month, final scope confirmed after review
The 3 Systems that Power White-Glove Support
User Experience Tracking Setup
What it is: We install and configure Microsoft Clarity so you can see exactly how visitors behave on key pages.
What you get:
- MS Clarity installed and verified
- Heatmaps + session recordings enabled
- Key pages tracked (donation, top landing pages, high-traffic content)
- Baseline findings summary
Why it matters: This turns “we think the site is working” into evidence you can act on.
Automated Testing Setup, so you never pay for a bug twice
We connect Cypress and configure basic automated checks so critical workflows keep working after updates.
What you get:
- Cypress connected to the site environment
- Core user journey tests defined (ex: donate flow, search, forms, logins)
- Tests running successfully, baseline pass recorded
- Simple reporting on pass/fail over time
Why it matters: Updates can break hidden dependencies. Testing catches issues before your users do, and prevents repeat fix costs.
Drupal Site Health Review and Report
What it is: A structured review using Druscan that identifies risk, technical debt, and upgrade readiness.
What you get:
- Druscan scan and prioritized findings
- Security and upgrade risk summary
- Module health and maintenance flags
- Recommended next steps (what to fix now vs later)
Why it matters: This gives leadership a clear view of risk and cost drivers, before issues become emergencies.
Designed to Scale
- Hours can be reallocated based on priority
- Support levels can change as needs evolve
- Additional hours are available when required
Many organizations start small and expand as trust and needs grow.
Ready to simplify support planning?
Let’s confirm the right support level for your sites.
Understanding Ongoing Support vs. New Projects
What counts as ongoing support?
Ongoing support includes work that operates within your existing site structure, such as:
- Bug fixes and issue resolution
- Security updates and routine maintenance
- Performance optimization
- Content updates
- Feature enhancements that do not require major re-architecture
When does something become a separate project?
Some requests require additional discovery, planning, or design and are typically scoped as separate projects, including:
- Major feature additions
- Full or partial redesigns
- Extensive custom development
- Structural or architectural changes
The line isn’t always clear upfront — and that’s okay. When you bring us a request, we’ll be transparent about whether it fits within your support hours or should be scoped as a separate project.
Our goal is simple: to maximize the value of your support investment while setting clear expectations.
Not ready for a Monthly Support Package?
Hourly website support for Drupal and WordPress, scoped in advance.
We also offer à la carte, hourly support for organizations that need help with a specific issue or want to start small before committing to a monthly package.
This option is best for:
- One-time fixes or assessments
- Short-term needs
- Organizations evaluating a longer-term partnership
Most A La Carte engagements transition into monthly support once priorities are clear.
These are pre-scoped hour blocks, based on availability and project fit. These engagements are designed for targeted work, not ongoing maintenance.
Frequently Asked Questions
Do you work with agencies?
Absolutely. We partner with agencies to handle the technical Drupal and Wordpress work while you focus on design, strategy, and client relationships. We can work under your brand or directly with your clients.
What if I need more hours than my package includes?
No problem. Additional hours are available at our standard rate, and we'll always get approval before exceeding your monthly allocation.
Is security and maintenance included?
Security and maintenance are included within your monthly support hours. We recommend pairing updates with testing and monitoring to reduce the risk of unexpected issues and repeat fixes.
How does support work for organizations with multiple sites?
Support is scoped per site. Organizations simply multiply the selected hours by the number of sites they operate, making budgeting and forecasting straightforward.
Can I change packages over time?
Yes. Support levels can be adjusted as your needs evolve. Many organizations start with a lower tier and scale up as priorities change.
How quickly do you respond to issues?
We respond to all support requests within 24 hours during business hours. Critical issues (site down, security problems) get immediate attention.
Do you handle hosting?
We work with your existing hosting setup and can coordinate with your hosting provider, but we don't manage hosting directly. We're happy to recommend trusted hosting partners if needed.
What happens to unused hours?
Unused hours may roll over within defined limits and can be applied to future priorities. We aim to maximize the value of your support investment, not waste it.
What is not included in support?
Major feature additions, complete redesigns, or extensive custom development that requires significant discovery and planning. The line isn't always clear upfront, and that's okay. When you bring us a request, we'll always be honest about whether it fits within your support hours or needs to be scoped as a separate project.