Over the years, WPM has grown from a classic web agency into a complete digital ecosystem that goes far beyond website development. Today we offer long-term partnerships focused on stability, growth and digital excellence. We manage the full digital infrastructure for our clients, from technical support, integrations and security to design, production, automation and strategic digital leadership. At the center of everything is a fully structured, proven and transparent maintenance process that ensures stability, speed and peace of mind.

For such a process to run reliably, it must be refined down to the smallest detail. At WPM, this is how we work from the very first day of collaboration, through every task, every optimisation and every update. Below is the complete story of how WPM maintenance works from A to Z.

1. Onboarding: the foundation of a long-term partnership

Onboarding for us is not an administrative step, but a strategic phase. Right after confirming the collaboration we collect the key access data (WordPress, hosting, analytics, tracking tools) so we can run a full diagnostic within the first days. This process is described in more detail in our guide to WPM onboarding.

Onboarding includes a deep understanding of the client’s business model, goals, digital history and all existing technical settings. We want to know how the website works today and how it must work tomorrow. This is why we also perform risk analysis, check plugin compatibility, evaluate hosting capacity and identify the key opportunities for improvement.

• Technical analysis (speed, stability, security, server environment, including bottlenecks, outdated modules and uptime risks)
• SEO review (indexing, errors, optimisation, content quality, linking and technical SEO)
• UX and design review (user paths, design consistency, review of key conversion touchpoints)

We fix critical issues immediately, and the rest is included in an improvement plan that we go through with the client. This means the first week already creates a faster, more stable and more secure website.

2. WPM Support Panel: the backbone of our support model

Our support operates through the WPM Support Panel, a system built on the Jitbit HelpDesk platform. Clients can submit a request through the portal or email. The system automatically converts each submission into a ticket with clear priorities, status and responsible team member.

The Support Panel doesn’t just manage tasks. It is the central hub for work history, support analytics, SLA performance and priority tracking. Every task is logged, categorised and aligned with the client’s goals. Clients always know what is being done, why and when it will be completed.

Critical issues, such as a malfunctioning online store, are resolved immediately. Smaller tasks follow our response model, where the majority of requests are completed the same day.

In 2025 the system processed 7,022 tickets. The average resolution time was 12 hours and 9 minutes, and the average response time was 4 hours and 53 minutes.

3. Automation: precision, consistency and speed

Our automation process connects ticketing, Asana and billing. We describe it in detail in our article on WPM support automation. In practice, a ticket becomes an Asana task, the technician completes it and the integration closes both systems without manual work.

Automation makes sure that no task is ever lost, every piece of work is logged and the hours are always calculated correctly. This means fewer mistakes, less manual work, more traceability and better predictability for clients.

Every completed task is logged with a link, description and time spent. Automation also tracks the available hours in maintenance packages and correctly handles carryovers and overages. More details can be found in our guide to billing at WPM.

4. Billing: transparency and fairness

The entire billing model is based on actual tickets. Clients can clearly see how much time was spent, on what tasks and which part is included in their plan.

This model gives clients complete insight into how their digital infrastructure is managed. There are no vague interpretations, no hidden items and no lost hours. Every minute is traceable, every task is documented and everything is fairly charged.

5. License management: the core of security and stability

We maintain updates, security and compliance through a centralised license system, described in our article on WPM license management.

Our system provides:

• a full overview of all licenses,
• control over expiration and renewals,
• compliance with premium plugin licensing,
• protection from risks caused by inactive or pirated licenses.

Active licenses are key to a fast, stable and secure WordPress environment.

6. Development, creative, integrations and security: one ecosystem, one team

Support is the entry point to the entire WPM ecosystem. Clients gain access to development, design, creative production, integrations, security, video production, marketing and strategy.

Each client gets a multidisciplinary team with aligned processes, one coordination point and the ability to switch between areas quickly. When design updates are needed, an error in the store requires fixing, a new integration must be added or a new module built, the same ecosystem handles everything. No handovers and no lost information.

7. Wall of Fame: a culture of winning as part of the process

An important part of our culture is the WPM Wall of Fame, a place where we collect client praise.

These stories motivate us, strengthen our teamwork and keep our standards high. The Wall of Fame is not just a collection of kind messages. It is a tool for building a culture of excellence, proof of the value of our work and a reminder that every solved issue and every project creates real impact.

8. Why the WPM model works

Our model connects onboarding, support, development, automation, security, analytics, production and culture. It has been tested on more than 200 projects and is built to provide a stable, secure and resilient digital environment.

The strength of the model is that it does not only solve current issues but builds long-term digital stability, predictability, speed and responsiveness. Clients have one partner, one process and one standard of quality, not several fragmented teams with unclear communication.

Our clients: more than 200 projects that make up the WPM ecosystem

In recent years we have worked with over 200 clients, and for many of them we manage the entire digital infrastructure. Each project brings a different challenge, from complex booking systems and advanced online stores to automation projects, production and strategic digital leadership. This diversity helps us improve processes, expand knowledge and apply best practices across all areas.

Among the notable projects are Avtodomar with its digital booking system, Camp Soča with an advanced reservation system, Matrix Music and AzureFilm with renewed online stores, and TheSailmaster, where we built a full offer and reservation management system. In the automotive segment we highlight Mitsubishi Motors Slovenia, and among product and e-commerce solutions OrCa, Gecko Motion, Papina, RollnRest and many others. A full overview of our references is available on our References page.