Got questions? This way.

Yes, support tickets can be raised anytime 24/7. Critical WordPress site issues flagged as high priority are looked into ASAP.

There is no limit on the number of WordPress support tickets you can submit. However, if any requests fall outside your plan’s scope or the time it takes to make the changes you’ve requested is more significant than any inclusive improvement time, we’ll raise an estimate to let you know the cost of completing such work.

We monitor your WordPress website 24/7/365 and manually log in to check your website once a week with the Advanced Plan (bi-weekly with Business Plan and every month with Pro and Standard plans) and apply any WordPress core, plugin, and theme updates. Unlike other providers that use automated methods to manage updates, our WordPress experts check your website manually to ensure no issues after updates have been applied. If any problem or conflict is found, we work on this until it’s resolved.

For Pro, Business, and Advanced Plan customers, we offer unlimited WordPress bug fixes for the life of your support plan. This means that any fix to your current WordPress website is covered, no matter how big or small.

For Standard and Pro Plan customers, we take daily cloud backups of your entire WordPress website and database, storing them on our secure cloud server. For Business Plan customers, we take backups every 12 hours; for Advanced Plans, we take backups every hour. We keep 90 days of WordPress backups, so if in the extreme case we needed to restore your website from an earlier backup, we can do this quickly and easily.

Yes, if your plan includes website improvement time, this can be used for any kind of WordPress development. If development takes longer than the time included with your plan in the given month, we can provide a quote to complete the development at a very reasonable hourly rate. We’ll never complete any work that falls outside of your WordPress support plan before providing an accurate quote and checking you’re happy to proceed.

WordPress page speed optimization work is included for Business and Advanced Plan customers. We optimize your website for faster loading times and monitor and maintain the speed increase for the life of your plan. We offer an improvement on your Google Core Web Vitals but don’t guarantee they will pass.

General website-level SEO optimization is included for Business and Advanced Plan customers (this does not include in-depth on- or off-page SEO work). After signing up, we run a technical SEO audit on your WordPress website, a 100-point report that scores your WordPress website. We then work on improving and fixing issues to give you a higher score, ensuring your WordPress website is in excellent overall SEO shape to help improve your rankings.

We typically install and configure Wordfence, a plugin endpoint firewall and malware scanner. It’s one of the best WordPress security plugins and is also ‘light’, so it does not negatively impact website speed. We can install alternative security plugins that align with specific client preferences. Either way, thanks to comprehensive security monitoring, scans, and backups, you can be confident that your site is secure and safe from hackers and can be quickly restored in the worst-case scenario.

No. We can support your website irrespective of your WordPress website hosting arrangements. We can also manage the migration process from one hosting provider to another and even provide hosting if required.

Given the broad spectrum of development and changes that can be made to a WordPress website, it would be impossible to define precisely what is not included in the scope of our support plans. Instead of producing a never-ending list, we have provided several examples of things included with our care plans and examples of work that we DON’T include to provide guidance.

Guidance on work included:

• • Adding a new page

• • Adding new plugins

• • Configuring plugin settings

• • Editing existing content (text, images, banners, layout)

• • Ensuring your site is responsive (as much as your theme will allow)

• • CSS edits and additions

• • Widget edits (header, footer, sidebar)

• • Install and configure third-party platform connections

Guidance on work NOT included:

• • Graphic Design (creation of images or graphics)

• • Custom development (PHP, plugins, themes, etc)

• • Updating custom code

• • Creation of content

• • PSD to WordPress

• • Modifying plugin code

• • API integration that does not currently have guidance documentation

• • Configuration within third-party platforms and external sites

Examples

(1)

Included: Build a new page with the content you have provided us in a document with clear instructions on where to include the page on the site, also providing images with relevant copyrights.

Not Included: Ask us to write copy for a new page on your site and find supporting images.

(2)

Included: Recommend, install and configure a Woocommerce shipping plugin to meet your objective.

Not included: Custom development or amending the code of a Woocommerce shipping plugin to meet a complex process requirement.

(3)

Included: Install, configure or fix an Instagram image feed to show on your blog.

Not Included: Investigate a problem and adjust settings within a third-party application such as Instagram.