WordPress Care FAQ's
If you would like us to contact you by phone please give us the details in the form below. Of course you can always ring us.
Yes! Just sign up to our Critical Care plan, and we will get right on it, usually cleaned up within 24 hours.
Malware is a severe issue for any website, and the great news is that anyone on a plan from Critical Plan upwards gets malware removal included.
Our team of experts will scan the site, clear out all malware and check it for any vulnerable areas such as outdated themes and plugins with known vulnerabilities.
After we've cleaned out the malware, we will create a security setup to harden your website to protect against future attacks.
We get a lot of questions about our unlimited edits offer. But it's true! Unlimited really means unlimited when it comes to the edits we provide.
Unlimited edits include edits to:
- content on any page
- changing banners, headers or footers
- changing plugin settings
- CSS adjustments
- blog content or context edits
- adding a new landing page, formatting landing pages
- changing images or text
- adding coupon codes or updating shopping carts
Unlimited in this case really does mean unlimited too!
For example,
You want us to upload a blog post that you have created with attached images that you have sent and format for WordPress with editorial instructions.
You want us to add a new product to your WooCommerce store and for which you are providing all the necessary content.
You want us to install and set up a plugin to use its native built-in functionality.
Unlimited edits do not include:
- custom development (PHP, plugins, themes, etc)
- updating custom code
- graphic design
- PSD to WordPress
- creation of content
- building out a new website or subdomain
Examples
You want us to write a blog post, find relevant images and upload to WordPress with no editorial instructions for formatting.
You want us to create a custom checkout process for your WooCommerce store, moving outside any parameters already built-in.
You want us to create new functionality that doesn't exist in a plugin in the WordPress repository. New functionality would require custom development, which would be available at an hourly development rate.
We partner with iThemes to bring premium WordPress security to your website! Choose either our Critical or Protect Plans, and we'll implement the plugin and optimise it for your unique site to ensure you get the best possible coverage.
We'll also implement additional security across your WordPress dashboard and server as needed. These security measures are unique for every website we work with, which means a customised solution for everybody.
We provide care plans specifically for the ongoing support of any eCommerce site built on WordPress. Websites with advanced functionality like this require our Critical Plan.
Sites of this nature take more resources to manage, so making sure you're on the right plan means we'll be able to dedicate what's needed to keep your website secure, fast and operating smoothly.
When you contact us, we will assess your site and recommend a plan.
No. Our clients stay with us because they want to, not because they have to.
We get a lot of questions about response and resolution times.
Here's the most honest answer we can give you - it depends on the ticket. Here's how it works:
1) When you email a support ticket in you will receive an automated response right away, if it is submitted correctly into our system.
2) Within 1-4 hours you will receive a response email to confirm that we have opened the ticket, we are looking at the complexity of it and will let you know when it has been resolved.
3) Within 24-48 hours you will receive a resolution email with the changes made on that ticket.
