Frequently Asked Questions
You may have questions. We probably have answers.
Are there long term commitments with signing up for a Support WordPress plan?
No. You can cancel your plan at any time. However, in order to maintain security and continue to improve your website, it is imperative that you keep your subscription current. Furthermore, we offer discounts in excess of two free months by paying for a year upfront.
I'm not sure if I have a WordPress website, how do I find out?
Please visit our WordPress Checker Tool page and enter in your websites domain name. If you're still unsure after using the tool, please contact us!
Do you support non-WordPress websites?
Not at this time. Our extreme focus on WordPress allows us to provide top notch support for that particular platform. However, you are welcome to contact us in regards to custom work or one time development. We have staff on hand that are almost always willing to take on custom projects.
Will you support more than one site?
Each Support WordPress plan support one WordPress installation. If you require support on multiple sites, you will have the ability to purchase multiple plans.
How do you provide unlimited support at this price? Is that even possible?
Outside of traditional WordPress security measures and regular backups we offer general WordPress support for small tasks (under 30 minutes). This does not include large scale projects which we are always happy to take on, but there will be (discounted) development costs involved.
How quickly are my support tickets answered?
We monitor WordPress & your website 24x7. If an important security alert comes out that relates to your site, you can bet we're on it within hours if not minutes. Outside of urgent security measures, most tickets are resolved within the same business day.
I need support immediately. How quickly can we get signed up?
The sign-up process is instant. Following payment, you will be taken to a secure form where we ask general questions regarding your site. Once that is complete, you can begin submitting your support tickets to our team. However, it should be noted that we will not actually begin working on those tickets until your site is completely setup in our system which can take up to a business day. This is to ensure that we have a backup of your site, and an understanding of how your specific setup is configured prior to beginning any work.
Where is your team located?
We are headquartered in Jacksonville, FL. Our team is 100% U.S. based but not all are located at our headquarters.
What is considered a small task?
Small tasks are things that take under 30 minutes. This could include a CSS change, adding a new plugin, answering a general WordPress questions, etc.. This will not include building new page templates, or any major development work. We are happy to provide a quote for those services at a discounted development rate.
My site has been hacked, can you fix it?
Most likely, yes but it ultimately depends on the kind of hack & the damage done thus far. We can do fresh installs of WordPress, your plugins, and your theme (in some cases). We will then perform multiple scans on your website in an attempt to locate all malware or injected code.
Do you offer refunds?
We always want you to be 100% satisfied with our services. Therefore if you sign-up and within 30 days realize you didn't utilize our services, let us know and we'll issue a full refund. With that said, if you use our services, sending us tickets on a regular basis requesting support and getting our expert developers to work on your site and then request a refund after we've spent hours working on your site, it probably will not be granted unless you make a really good case. We're real people just like you making a living offering our services. Treat us like you would want to be treated and we will always take care of our clients.