Announcing Wordfence Care and Wordfence Response
In the post below, I’ll describe in detail the two incredible new products we are launching and why they are essential for business owners and production website operators.
With Wordfence Care we provide hands-on security support for your WordPress website. We install, configure, and optimize Wordfence for you. We also monitor your site for security problems. If we find any issues, we let you know, and with your permission, we sign in and will resolve the problem for you. This includes full incident response services at no extra charge, in case you experience a major security incident.
The Wordfence Care team provides support during our regular business hours, which are from 9am to 8pm Eastern US time excluding weekends and holidays. Wordfence Care is priced at $490 per year, which is incredibly good value for unlimited support requests and a team standing by during business hours.
Wordfence Care is designed for busy business owners who don’t have time to configure security on their sites and monitor and respond to incidents. With Wordfence Care, we take care of it.
With Wordfence Response, you have your own personal incident response team on a 1-hour standby, 365 days a year. Wordfence Response provides the same service as Wordfence Care, but for mission-critical WordPress sites. With Wordfence Response our team is available 24 hours a day, 7 days a week, and 365 days a year. We provide a 1 hour response time and will resolve security incidents within 24 hours. Wordfence Response is priced at $950 per year.
Wordfence Response is designed for business owners who are running websites, where every hour of downtime has a significant financial impact on the business. You also have the predictability of knowing that you will have an expert working the problem within 1 hour, and your site back up and running in less than 24 hours, should a major incident occur. We usually resolve incidents far faster than that, but this gives you a maximum time frame to plan around.
Both Wordfence Care and Wordfence Response include all the benefits of Wordfence Premium. You receive the protection of the Wordfence firewall, malware scanner, and our other security features. You also receive real-time threat intelligence, and all the paid features of Wordfence Premium, like country blocking, and our legendary IP blocklist.
How Wordfence Care and Response Work
When you sign up for Wordfence Care or Response, we install, configure and optimize Wordfence for you. Then our team performs a comprehensive security audit to ensure that your site is starting from a secure state. You’ll receive a detailed report from this initial security audit.
We also connect your site to Wordfence Central, which allows you to centrally manage the security of all your WordPress sites from a single location. We use Central to monitor security events on your site, and alert you to any problems you may have. Wordfence Central is an incredibly powerful tool. Central includes a template-based configuration management system to help you easily configure security across websites. But with Care and Response, we do all of that for you!
If we do notice a security issue on your site, with your permission we sign in and resolve it for you. This applies to Wordfence Care customers during our business hours, and we respond to incidents for Wordfence Response customers 24 hours a day.
If your site ever experiences a major security incident, our team treats it as such. We activate incident response, investigate the issue, collect forensic data, and we provide you with comprehensive remediation. We also provide a detailed report after the incident has been resolved.
If you are not yet a customer and your site has already been hacked, you can sign up for Wordfence Response and our team will start work within 1 hour, 24 hours a day. Or you can sign up for Wordfence Care and we’ll start work between 9am and 8pm US Eastern Time on weekdays, excluding holidays.
A Special Offer for Premium Customers
Our Wordfence Premium customers will continue to receive all the security features of Wordfence Premium including real-time threat intelligence, our IP blocklist, and country blocking. This also includes our priority ticket-based support from our team.
I want to emphasize that with the launch of Wordfence Care and Wordfence Response, our Premium customers will see our service level to Premium customers improve as we transform into a 24-hour global team. Historically we have served our Premium customers during regular business hours, and this launch significantly expands our capacity to serve all our customers. We have expanded our regular business hours to an 11 hour day, and we have expanded our team.
As a courtesy to our Wordfence Premium customers, we are offering you an upgrade to Wordfence Care or Wordfence Response that will credit you the full amount you most recently paid for your Wordfence Premium license. Even if you only have a month left on your Premium license, we will credit this amount if you choose to upgrade to Wordfence Care or Wordfence Response. We are even extending this offer to customers who have had a Premium license expire in the past 90 days, and no longer have a valid license.
For example, if you are a Premium customer, and you signed up 9 months ago for $99, and have 3 months left on your Premium license: If you choose to upgrade to Wordfence Care, we will reduce the price of Wordfence Care from $490 to $391 which fully credits you the $99 you paid for Premium.
This offer is only valid for 30 days after our launch, from February 1st until March 2nd, so I recommend you take advantage of it as soon as possible. Remember, this applies to anyone with a valid Wordfence Premium license, or who has had a valid license within the past 90 days.
I’m including some additional info here in case you have further questions.
Our business hours for Wordfence Premium ticket-based support and Wordfence Care hands-on support are from
- 9am to 8pm Eastern Time,
- 6am to 5pm Pacific Time and
- 2pm to 1am UTC/GMT
- These hours exclude weekends and holidays.
That’s an 11-hour window during which we serve our Wordfence Care customers with hands-on support.
When upgrading from Wordfence Premium to either Care or Response, our team will offer you a full credit for the amount paid for your Premium license, if you upgrade within 30 days of your purchase of Premium.
Site Cleaning Customers
If you have a site cleaning in progress, don’t worry, our team will proceed as planned. The site cleaning team will be reaching out to you shortly to discuss whether you’d like to convert to Wordfence Care or Wordfence Response and will work with you based on your preferences.
If you are a former site cleaning customer and still have time left on your 1-year site cleaning guarantee, the Wordfence team will be proactively reaching out to you in the next few weeks to offer you a conversion to Wordfence Care for regular site cleaning customers and Wordfence Response for our VIP site cleaning customers.
Note that both these products include the benefits of your site cleaning guarantee, but also add hands-on support, which makes this a great offer.
Thanks For Choosing Wordfence!
This year will be our 10 year anniversary since we launched Wordfence in April of 2012. My co-founder Kerry Boyte and I are more passionate than ever before about our mission of keeping WordPress publishers secure. We also love and support the mission of WordPress, which is to democratize publishing. Expanding our product range allows us to support a wider range of customer needs.
I’d like to extend a huge congratulations to the Wordfence team for making this release a reality. For the first time in the history of our company, we are expanding our core product suite beyond just Wordfence Free and Wordfence Premium. It has included massive contributions from many Wordfence teams including engineering, QA, legal, finance, customer service, our media team, operations, marketing, and our incident response team. Congratulations to all! Today’s launch makes me feel incredibly proud and privileged to be working with you all.
Thanks for choosing Wordfence. We look forward to keeping your WordPress websites secure.
Mark Maunder – Wordfence Founder & CEO.