Frequently Asked Questions

What is included in personalized support?

Personalized support includes all WordPress core, team and plugin settings, as well as all page/post/category changes. We also do small CSS and HTML changes. If you need something more advanced, such as creating a template file or changing PHP/JS code, our team can do that for you – you only need to purchase development hours on this link.

What is priority support?

We get many support requests daily and we try to address each and every one of them within a 24h time span. However, this is not always possible. Sometimes, we first address priority support requests and then the rest. Priority support requests are usually finished in less than 2 hours.

What does the onboarding process look like?

After you sign up for a monthly package plan, we send you the customer portal account login info and we ask you to send us access to your website via a secure link. Once the login info is confirmed, we inspect your website and do all the necessary updates and testing, on a staging server. Once we confirm that everything is in order, we transfer the updated version of the website to your server and we let you know if we discover anything that is not in order. This initial phase will be completed within a time span of 2 work days.

What action will you take if my website is down?

If your website goes offline for any reason, we will be notified via uptime monitor and we will act ASAP. There are a number of reasons why websites can go offline, so we will first have to identify the cause and make an action plan based on it. If it can be done instantly, we will do it in less than 1 work hour. If this is not the case, we will contact you and present you with the action plan.

What happens if there is an incompatibility with new WP/plugin version?

All updates are first done on a staging server, where we test everything and identify any potential issues. If there is any incompatibility with the new version of a theme, plugin or WordPress core, we re-analyze the changes and make an updated stable version of the website. For example, if a plugin is not working properly after being updated, we will put update the rest of the website and re-install the old version of the plugin in question. If any other big issues with plugins or themes occur, we will find a suitable alternative.

Will the updates be done directly on the live server or will you do it on a staging server first?

During the onboarding process, we create a staging server, where we will do all of the critical updates first. We then transfer the changes to the live server when we are sure that everything is working properly. Small updates and changes are done directly on the live server.

Do your services include website hosting migration?

Yes, we can do hosting migration. For more information, please contact us here.

What if I have more than one website to manage?

You can sign up for our multiple website maintenance service (with a discount). For more information, contact us here.

Do you offer any additional services?

We offer Development and Marketing services. You can learn more about them on this link.

What is your refund policy?

You can get a 100% refund of your maintenance plan payment at any point during the first 30 days after signing up.

How can you help me improve my website?

We can help you improve the design, code and marketing aspects of your website. Sign up for a complete analysis, based on which we will give you an estimate of the work needed to be done in order to improve your website.

Do you offer hosting services?

We can recommend some very good hosting services, but we are currently not offering our hosting services. Contact us here for more information.

Do you do malware maintenance?

We can help you with malware maintenance either by directly handling it or by recommending a 3rd party maintenance service provider. Contact us here for more information.

Where do you store backups?

Backups are stored on a separate server. That way, if anything happens with your hosting - you are covered 100%. We can always restore the backup, either on the current or a new hosting.

How does the ticketing system work?

After you sign up for a monthly plan, we will create a profile on our customer service portal. There, you can see your remaining support hours, submit tickets and see any past requests. Once you encounter an issue with which we can help and submit a ticket, we will reply as soon as possible and let you know just how much time we will need to spend on it.

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