Frequently Asked Questions
What kinds of support requests do you handle?
Support requests are generally items that can be handled within a 30 minute timeframe. For general support, we can handle almost any request. This includes adding content, installing plugins, adjusting CSS, HTML, and more. We do ask that you submit one request at a time so we can complete it as quickly as possible. Please note, our business hours are Monday through Friday, 9am-6pm Eastern Time. If we feel your request has a more complex nature than can be handled in a short timeframe, someone will contact you to discuss things further.
I want to get started right away. How soon can you start supporting my website?
That’s exciting! In most cases, you can begin submitting support requests just a few hours after you sign up. Once you sign up and provide your WordPress login credentials, it will take us about 1-2 hours to verify your credentials (during business hours, Monday through Friday, 9am-6pm Eastern Time). Once verified, and your initial payment is completed, you can begin submitting support requests.
What happens if I need to restore a backup of my site?
If something should happen to your site and you need us to restore it from a backup, simply email us at email@example.com. We make daily backups and keep them for up to 30 days, so you’ll always have the most recent copy of your site available to restore.
What info do I need before I sign up?
When signing up, you will need to have your website’s URL, your WordPress username, and your WordPress password. We also recommend having your FTP or Cpanel URL, username, and password. If you need help finding this info, please email our team at firstname.lastname@example.org.
Can I change plans?
Absolutely. You can change plans at any time to meet your current needs. Just email us at email@example.com and let us know which plan you’d like to change to.
What’s not considered a general support request?
Requests that take over 30 minutes to complete are not considered general support requests. For example, if you ask us to create a custom theme or recode a plugin, we wouldn’t be able to do that as a general request, but we can put a proposal together for that type of work. If you’d like to know if your specific request is supported, you can email us at firstname.lastname@example.org.
How do I contact support?
Whenever you have a question, you can email us at email@example.com. Someone will respond to your question(s) as soon as possible.
What happens if an update breaks my site?
When we update WordPress and plugins, we also monitor your site to make sure your site does not crash. If we do find that an update breaks your site, we will attempt to fix it first. If we are unable to fix it (usually when a plugin is no longer supported in WordPress), we will restore your site from a backup prior to the update being made, and contact you to find the best way to move forward, including contacting the plugin developer or finding an alternative plugin.
What if my site is hacked?
If you are on a plan that offers Active Security Monitoring (i.e. our Business or Premium Plans) our team works to keep your site secure. If there is an issue where a hacker gains access or malware is planted on your site, our team will remedy the situation.
How do I cancel my account?
Due to setting up security for certain accounts, the cost of which may be higher than the initial monthly payment, cancellation can only occur after your first 2 months (60 days) of service. After which cancellation can occur at anytime. If you’d like to cancel your account you can email us at firstname.lastname@example.org. We will send a follow-up email requesting confirmation that you’d like to cancel your account. Once we receive confirmation, we’ll cancel your account right away.