Frequently Asked Questions

General

Get in touch via our contact form and we’ll be happy to answer any questions you have.

We provide support for anything WordPress related. Be it general support, development, hosting, migration, security/hack removal and speed optimisation.

When you own a WordPress website, there is a common mis-conception that it "just works". Over time plugins, themes and WordPress itself are updated along with the chance your site can be hacked or compromised in some way.

We ensure your website runs the latest updates, is stable, secure and faster than ever before. If you have a question or a problem you can message our support system and we will be there to help.

We connect via an admin user account created for ourselves (you retain full control and can remove us at any time). We then install the necessary plugins to allow us to connect your site to our backup, security and software tools.

Yes, we do, but currently only for current subscribed monthly care plan customers. You can learn more about our Managed WordPress Hosting here.

We currently only support WordPress based sites.

Within reason, you can expect a same business day response to your request. If we need more information we’ll follow up with you to determine what is needed to resolve your query.

Yes, we can support more than one website. If you’re going to have us manage multiple sites, contact us first via our contact form and we'll work out a custom plan for you.

We ask you to provide your login details via a self-destructing link from onetimesecret.com. You can enter your details into their website and create the one time use link. Then either paste that link into the necessary location during our onboarding process or by replying to our welcome email after you signup.

We understand that every website is different and everyone has a different budget as well. As such we’ll work with any website regardless of their hosting provider. However, we may not be able to achieve the speed and security goals we aim for if you are using another hosting provider.

We do recommend you take advantage of our bespoke managed WordPress hosting platorm we provide if you come onboard as a monthly support customer. We provide a free migration over to our platform as well.

We have worked with many hosting providers and believe that our setup is one of the best. For us to be truly effective and guarantee your websites security and performance, we do recommend your website be hosted on our servers.

Once you sign up for the care plan that makes the most sense for you, you'll receive a welcome email with information on your plan and details about how to securely send us your login credentials if you did not provide them on checkout.

Once you send your login information for your WordPress site and hosting provider, we'll have your plan fully implemented within 24-48 hours. This includes preparing our full website audit to get your website fully optimised and ready to go.

The speed enhancements we implement can take up to a week since we have to optimise everything for your unique theme and plugins. We want to be careful not to cause any downtime for your website as well. So we take our time and make sure this is done right instead of risking potentially compromising your website.

And of course, we'll keep you updated with our work as it happens via email. We make the whole process totally transparent!

Malware is a big problem for any website, we offer to protect and clean up malware from any site across all the plans we offer.

Our system automatically runs scans on your site. As soon as something is found we jump into action to clear out all malware found and check the site for any vulnerable areas that could be the cause of the problem and eradicate it to prevent the issue happening ever again.

Sometimes plugin or theme updates are released with bugs. Updating less frequently allows the plugin or theme developer to resolve these before we update them on your WordPress site.

Batching updates together means an easier manual review should one cause a problem. In turn that means a lower chance that something bad will happen or break your website. We run these updates during the evenings or quieter periods when your traffic is less. That means a safer environment and minimal issues for your visitors as well.

We do make exception for major plugin updates or urgent security patches. When major updates come out for this, we'll make the updates far more quickly to ensure that your website remains running smoothly without any hiccups. Or if there is a known new security issue we'll patch it as soon as its released.

We maintain a list of agency approved premium plugins we can use on your site to help improve its speed, security and design. Many of these we install during the onboarding process after discussion with you. This ensures you get what you need and nobody abuses this feature of our service.

Unfortunately, we can't continue offering them to websites that are no longer covered under our care plans. If you decide to cancel your subscription, you'll lose access to our license and so will be able to run the plugin and receive updates.

If you decide to cancel your subscription, you are more than welcome to continue using any of these premium tools by purchasing your own licence.

In short, no. Email management can be quite specialised and time consuming to manage. We recommend either G-Suite or Office 365 for email. We can help you get started if you are unsure, just raise the issue during your onboarding process.

Payments

You can upgrade or downgrade your plan at any time. Just get in touch with us via a support ticket and we'll get you sorted.

The minimum signup period is 3 months but you can cancel it at any time within the first 2 weeks and receive a full refund.

All pricing is in US dollars unless otherwise named. For Australian customers a 10% GST is applied to you purchases.

We accept PayPal and Credit Card payments via Stripe. Both of these occur offsite, and we do not retain any of your billing or credit card information on site. We transmit information securely and do our best to ensure that we treat your information fairly and securely.

We offer a full refund within the first 14 days of purchase of one of our plans. If you’re unsatisfied with our service for any reason during your first 14 days with us, we’ll give you back 100% of the money you gave us. We don’t offer pro-rated refunds after the first 14 days of service.

14 days money-back guarantee, does not include website redesign, development or custom integrations.

Support

We provide support via Email at [email protected] or our Support Ticket system. Access and details can be found in your account once logged in via the login button at the top right of the page.

Our care plan support offerings include WordPress updates, theme updates, plugin updates, adding plugins, configuring forms, adjusting CSS code, and more. We take care of almost anything as long as your support plan covers it and it can be completed within a 30min window. For larger support requests we review them on a case by case basis as to if they may require an additional fee.

If it's an emergency, we will jump onto the issue as soon as possible to debug the problem and resolve it for you.

We always test compatibility before we update your plugins, themes, or WordPress install. In the rare cases when we get unexpected results, we quickly repair the issue or restore a backup to ensure your site is working correctly.

There’s no set limit to the number of tasks we can do for you as long as they are covered by your monthly support plan. If your request is not covered by your plan, we can give you a quote to complete the work. We do however ask that while we have no limit you respect a fair use policy or we may ask you to upgrade to a higher tier plan.

Our general rule of thumb is if the task can't be completed within a 30min period it would be considered a major support request. These are reviewed on a case by case basis and can attract an extra fee if requested too often.

We do offer one off tasks. Send a message via our contact form and we'll be happy to discuss your query.

Our WordPress Assistants will start to work on your query as soon as they can. Depending on the complexity of the task we generally complete simple tasks within 24 hours. We will give you guidance on time frames during our initial acceptance of the task.

Yes. When you first sign up, we complete a full site audit to get familar with your setup and the plugins/theme you are using. We may spend several hours fixing issues with your site to improve the functionality and performance so its running at an optimal level.

If you have additional feature requests to improve the site or fix content related items that are broken (things that go above our support plans), we can most likely address those things for a one off fee that can be quoted to you.

We focus on small fixes to maintain your website, not full site development or custom plugin builds. If you want to see if we can help you, fill out our contact form and we’ll get back to you.

At present we do not. We've set up a pricing structure to stay as lean as possible to keep costs low for you. So for us it makes more sense to handle all our support through email and our support system. Having a traceable system also allows us to avoid misinformation or lost notes during the handling of your request.

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