Frequently Asked Questions
Since you asked . . .
What information is needed to get started?
To manage all aspects of your WordPress website, we will need three things:
- Administrator level access to WordPress Admin. You may either create a new account for us or you can provide us with your admin account details and we will create our own admin user.
- Access to your website database – It is best to provide Cpanel/Hosting access.
- Access to your website files – SFTP (Secure File Transfer Protocol) access.
Do you offer 24/7 technical support?
We do not currently offer 24/7 support. Our support hours are 8 AM – 5:30 PM MST, Monday through Friday.
Do I have to change hosts?
No, we can work with your existing host if we have the information required.
How do I contact you for support?
You may contact us via our support ticket system. This way all communication is documented for your protection and ours.
What happens if my site gets hacked?
Your maintenance plan includes constant monitoring using state of the art security scans by our partner, iThemes Security. However, even with proactive monitoring, it is not possible to catch every security issue that could arise. Fixing a site that has been hacked is only included with our TLC Performance Security plan. Fixing a hacked site is a $239 flat fee and you can order that service here.
What happens if an update breaks my site?
We will restore your site using the most current backup taken before the update occurred. We will investigate issues that may have caused the site to break. If the issue requires more than 30 minutes to be fixed it will be a billable event. We will notify you before moving forward and let you know how much we expect the cost to be. That cost would be required in advance.
Do you provide support for WordPress Multisite?
At this time we do not offer support for WordPress Multisite.
Do you offer any discounts to manage more than one site?
Yes we can certainly provide discounted options for multiple sites. Contact us for details. We work with freelancers and agencies. Simply provide us with the details concerning your specific needs and we’ll be happy to put together a proposal for you.
Can I change my plan after signing up?
Yes, you can upgrade or downgrade at any time. Simply contact us and we’ll walk you through the process.
Do you offer web hosting?
No. We specialize in maintenance, support, and security. We do have a list of recommended hosts if you need new hosting or need to change your existing host.
What are my payment options?
Payment can be made using any major debit or credit card (Visa, Mastercard, American Express, Discover) via a PayPal monthly subscription.
Do you require a contract?
We do not require a contract and you may cancel your subscription at any time.