Maintenance Plan Frequently Asked Questions
Common questions from school principals, trustees, and administrative teams about our website maintenance and support offerings.
Q1.What are your website maintenance support hours?
Our standard school website maintenance support operates Monday through Saturday, 9:00 AM to 7:00 PM IST. Critical emergency tickets receive 24/7 response — your Principal on a Sunday night discovering a broken admission form is never left hanging until Monday. Average first response for priority tickets is under 18 minutes during business hours and under 2 hours for after-hours emergencies.
Q2.How fast do you respond to emergency website issues?
Critical emergency issues like complete website downtime, broken admission forms, or security alerts receive engineer acknowledgment within 15 minutes and active resolution begins within 30 minutes. High-priority issues affecting core functionality but not complete outage are addressed within 2 business hours. Standard content update requests are typically completed within 24 hours on business days.
Q3.How frequently do you release updates and patches?
Security patches are applied within 24 hours of critical CVE disclosure. Framework, CMS, and dependency updates are rolled out on a scheduled bi-weekly maintenance cycle. Major Next.js, React, and Node.js version upgrades are tested in staging first and applied during the next scheduled maintenance window after successful QA. Performance and SEO improvements ship continuously as they are validated.
Q4.Do you handle CMS upgrades and plugin updates?
Yes. Our maintenance plans cover all CMS core updates, module upgrades, component library updates, and third-party integration version upgrades. We test every update on a staging mirror of your site first, verify forms, galleries, admissions pages, and compliance sections still function correctly, then deploy with full rollback capability. Schools never deal with the dreaded update that broke the homepage.
Q5.How are security patches managed for school websites?
Our security maintenance approach has four layers: automated vulnerability scanning running every 6 hours, immediate patch application for CVEs scoring 7.0 or higher, Web Application Firewall rules deployed for zero-day vulnerabilities before patches are available, and quarterly penetration testing on enterprise plans. All security activities are logged in reports shared monthly with school administrators.
Q6.What contract duration options do you offer for maintenance?
We offer three flexible contract terms: month-to-month rolling maintenance with 30-day cancellation, discounted quarterly billing, and our most popular annual maintenance plan that includes two complimentary months plus priority response times. Annual plans also receive a free mid-year SEO audit and performance optimization pass. Schools typically choose annual once they experience our response quality.
Q7.What happens if our website goes down at night or on holidays?
Our uptime monitoring system pings your website from 6 global locations every 60 seconds. If downtime is detected, on-call engineers receive automated SMS, Slack, and email alerts simultaneously. We acknowledge critical alerts within 15 minutes 24/7/365 — including Diwali, Christmas, national holidays, and weekends. The SchoolPixel founder is personally cc'd on every after-hours critical incident to ensure accountability.
Q8.Can we request content changes through the maintenance plan?
Absolutely. Every maintenance plan includes a defined number of content change hours per month covering text updates, photo uploads, new notice publishing, calendar events, PDF document replacements, and staff directory changes. Think of us as your on-call web team without the full-time salary overhead. Hours roll over for one month if unused, ensuring small schools are not penalized during quiet academic periods.