FAQs on Care & Support
Have questions about our Website Care & Support Services?
Here are some of the question we’ve received over the years regarding service and scope of work. Let us know if we’ve missed anything.
Care & Support FAQs
Brief list of questions & answers regarding Care & Support services and support requests.
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 basic troubleshooting like plugin issues, testing & configuring forms, image cropping, image resizing & compressing. We can also update content, or add new content when it’s provided to us. We’re happy to install, configure, and update plugins. We can make layout tweaks, and adjustments to CSS, HTML, and minor functionality changes to PHP. We can create and update user roles and permissions. We can also install Google Analytics and tracking codes to your website and web pages. This is not an exhaustive list, but you get the point. Feel free to ask if there’s something you’d like help with on your website.
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-5pm Eastern Time. If we feel your request has a more complex nature than can’t be handled in a short timeframe, one of our team members will contact you to discuss things further.
What kinds of requests don't you handle?
Unfortunately, there are some things that can’t be handled under our WordPress Support plans, or within the available timeframe, and therefore must be setup as a separate project.
Some of the items not included in the WordPress Support plans are graphic design work, branding work, SEO strategy, analytics consulting and reporting, writing copy for posts and pages. We don’t create custom plugins, or redevelop themes. We don’t make plugin or theme purchases. Nothing email related. Although our security team members will work hard to clean up malware, and malicious code that can impact your site without you knowing it, we are unable to help with de-blacklisting any hacked sites.
We’re not saying we can’t do these things, they’re just simply not part of our general care & support. It never hurts to ask, though. We promise to do our best to discuss all available options with you.
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 as soon as your Support Plan is approved and you’ve made your initial payment. Once you’re approved 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-5pm Eastern Time). Once verified, and your initial payment is completed, you can begin submitting support requests. For the security portion of your setup, we’ll reach out to you for the necessary SFTP credentials. Don’t worry, we’ll walk through the process with you.
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 firstname.lastname@example.org. 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 SFTP or Cpanel URL, username, and password ready. If you need help finding this info, please email our team at email@example.com.
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.
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 determine the best way to move forward, including contacting the plugin developer or finding an alternative plugin.
What if my site is hacked?
We now offer security and malware detection & remediation on all of our plans. So if for any reason your site gets hacked or malware is detected (we scan and run backups daily), our team will work to clean up any malware and bring your website back online and will take necessary steps to protect your site from future threats.
Can I cancel my account?
Due to setting up security, 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 email@example.com. 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.