Welcome to our WordPress FAQs (frequently asked questions)
Here are some common questions and answers about our WordPress support service.
Don’t hesitate to contact us if you need more information, we’re happy to help.
How do I get started?
For Emergency Support, enter details of your problem on our online form and complete the checkout process. One of our team will come back within 2 hours to help.
For maintenance, hosting, migration or optimisation information, just complete our general Contact Form, choosing the service you require from the drop down list. We’ll then come back to you to discuss your needs in detail.
What types of tasks can you do for me?
In an emergency, we will delve deep to discover what the problem is and put it right. If for any reason we can’t, we guarantee to refund your money.
Our general maintenance support packages include WordPress theme updates, adding new plugins, configuring forms, adjusting stylesheets, and much more. From general WordPress issues to coding, we’ll take care of almost anything as long as your support plan covers it.
Details of what our hosting, migration and optimisation services include are shown on the individual web pages.
How long does a task take to complete?
That depends on the package and service you have selected. Our WordPress Specialists will start to work on Emergency Support requests within 2 hours. For other tasks, it depends on their complexity but we generally complete simple tasks within 24 hours. We will give you guidance on time frames during our initial discussions.
What experience do you have?
WP Support Specialists all have over three years experience in dealing with WordPress support, development and optimisation issues.
I’m interested but I have more questions. Who can help me?
Simply contact us via our contact page and we’ll be happy to answer any questions you have.
How do I pay?
Payment is taken at point of order for Emergency Support and Maintenance Packages. Emergency Support is a one-off payment. Maintenance Packages are auto-charged each month on a recurring basis until you decide otherwise. All payments are taken via Paypal to make it as easy and as secure as possible for you. Please note, the Paypal pathway also accepts credit and debit cards if you don’t have a Paypal account.
If you require WordPress migration, a hosting package or one of our optimisation services, we will confirm the amount and method of payment during our initial discussions.
Can I change my plan after signup?
You can upgrade or downgrade any plan at any time. Simply contact us here and we’ll guide you through the process.
What happens if a plugin or theme update breaks my site?
We always ensure compatibility before we update plugins, themes, or WordPress versions. In rare cases when we get unexpected results, we quickly repair the issue.
What if I don’t need a monthly maintenance plan?
If you don’t need our ongoing services, you can check out our Emergency WordPress Support. This service is your best fit for one-time tasks like fixing a broken site or cleaning up a hacked website.
How many maintenance support requests can I submit each month?
There’s no limit to the number of tasks as long as they are covered by your monthly maintenance support plan. If your request is not covered by your plan, we’ll give you an estimate for completing the work you need done, or you can upgrade to a higher plan. Time is taken from your monthly plan in 15 minute intervals.
What services do you provide?
Anything WordPress related – support, development, design, hosting, migration and optimisation.
If you need WordPress help, we can make the required changes for you and even show you how to use your WordPress site like an expert.
What does 24/7 support mean?
Our WordPress specialists are on call 24 hours per day, 7 days per week for emergency calls and for clients with Premium maintenance cover.
I’m thinking about signing up... when will you solve my problem?
Your designated WP Support Specialist will start working on solving your problem on the same business day you sign up. We have to check your details and activate your account first. Once that is done, you can submit your first job. If you’ve purchased an emergency job, we will start working on your call within two hours.
Do you do one off jobs? Or is it monthly plans only?
You can choose between our monthly maintenance plans or order a single Emergency WordPress Support incident.
Can I purchase extra maintenance/update hours
Yes you can. Please contact us here with your request and we’ll provide a tailored quote to suit your needs.
How does the money back guarantee work?
Should we be unable to resolve your issue or you are unhappy with the service provided, we will refund your last payment.