WordPress Support FAQs

Service Questions

Do you support non-WordPress websites?

We currently only support WordPress based sites. Our team is made of WordPress professionals, with experience in technical development, as well as support and community around WordPress. Making promises on technology that we don’t ourselves use would be a disservice to our clients.

Can you help if my site has been hacked?

While we can offer support for sites that have been hacked, we’d suggest checking out a company that offers WordPress security support like Sucuri. They focus specifically on this type of issue, and maintain tools and knowledge that makes them much more informed and quick to react than we can in these cases.

We’d like to help you avoid getting hacked in the first place by having a security plan in place, as well as proactive support, like daily backups of your site to protect you against data loss.

Are there limits to support?

We focus on small fixes, not full site or plugin builds. We have a non-exhaustive list of the types of tasks that are and are not covered with our standard service plans.

If you want to see if we can help you, fill out a one-time support request, and we’ll get back to you ASAP.

How do you handle multisite installs?

In regards to performing maintenance, we highly suggest having backups (which we’ll help you make), and a staging area (which we can help with on specific hosts, such as SiteGround or WP Engine).

In regards to billing, we bill each site that we maintain together in a multisite if you have a professional plan or higher. We don’t support multisite on personal plans, as they can get complex and large, and each site could stand alone in many cases.

Contact us if you’d like to setup a custom plan. We’re flexible!

Do you build sites or themes?

We work on sites that already exist, not on new sites. While we have experience in building client sites and custom themes and plugins, that’s not a service offered directly at FixUpFox.

Contact Us with what you want done to get some recommendations for development agencies that we trust, or reach out to our parent company at Orange Blossom Media for more information.

Does it matter who I host with?

In short: yes.

A bit more detailed: There are some good hosts and some bad hosts out there. We have a few that we recommend for our users, including SiteGround and WP Engine. There are a lot of great hosts out there, but there are some not as great ones too.

Look for a host that specializes in WordPress (there are a lot out there these days), and don’t let cost be your only consideration. A $10 or higher plan with a good host is not much more than a $4 or less plan with a poor host, and the cost difference is negligible when it comes to your business.

Support Questions

What type of support do you offer?

We focus on tasks that can be completed within the time limits set by your account level. We aren’t overbearing in how we track, but we also want to offer – and expect – fairness in return.

The types of tasks that we can handle are installing and setting up plugins, fixing style issues, and offering support on how to find and setup new features your website.

If a task will take too long, we’ll tell you in advance so that we can work something out. If a task goes over because of a mistake on our end, you won’t be penalized.

We’ve created a handy list of some of the maintenance tasks supported in our plans. The list isn’t exhaustive, and if you want to confirm that you’ll be covered, contact us with your needs, and we’ll make it work for you.

What are your hours for support?

We try to respond to all requests in a timely manner, generally the same day. We’re located in EST time zone, and nights and weekends we’ll be a bit slower on requests.

That said, we prioritize urgency of requests, and if you have a major issue like a site outage, we’ll do our best to handle that right away.

What’s your response time?

Within reason, you can expect a same business day response to your support questions. If we need more information we’ll follow up with you to determine what it’ll take to get your questions resolved.

What happens if an update breaks my site?

This is something that we try very hard to avoid. All sites are backed up before we manually do any updates, and if your host supports it, a staging version is made as well to test all updates.

If your site breaks due to an update, we’ll first restore a backup to ensure that your customers can still access your site. We’ll then assess the issue and determine why it broke and what it will take to fix. If it was our fault, we’ll fix it for free. If it was a faulty plugin or theme interaction, we’ll determine if it’s an issue that we’re best suited to handle for you.

WordPress and some updates also offer automatic updates. This is often good, especially for security, but would be handled the same way: we’ll determine what it takes to fix and reach out to you before we do anything to your site.

What plugins should I use on my site?

We get this question quite frequently, but unfortunately, there are no good answers to this question as it stands. Sure, there are plugins in specific categories that shine above others, but each case is unique. Do you want a free one or are you willing to pay for one? Do you have a specific need that you’ve not found a match for?

Send us a support ticket if you have questions about a specific plugin.

Payment Questions

Do you offer a money back guarantee?

Yes, we offer a 100% refund in the first thirty days of any plan if you are dissatisfied with your service. Please reach out to us with any issues that you have, and we will work to make it right.

After the first thirty days, we pro-rate based on the remaining number of days in your plan.

How do I pay for service?

We accept PayPal and Credit Card for payments. 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.

Can I change my plan later?

Of course! You can upgrade or downgrade your account at any time. Note that for annual plans we pro-rate any refunds, and do not allow swapping from annual to monthly plans in the first two months.

What payment methods do you accept?

We accept all major credit cards, including Mastercard, Visa, American Express, and Discover. We also accept PayPal. We currently do not accept check or cash payments via the site, but can do so on a case-by-case basis as needed.

Your card will be auto-charged at the start of each month of service, but you can cancel your account at any time. A service month is based on when you sign up for service, not on the first calendar day of the month.

What if I want to cancel service?

You can cancel your service at any time. Send us an email letting us know that you would like to cancel, and we will ensure that billing is stopped at the end of the current payment period, with no additional charges to you.

General Questions

Do you support more than one site?

Yes, we can support more than one site. If you’re going to have us manage multiple sites, contact us first so we can work out a plan with you.

If you think you may want to have us handle more sites later but just start with one, that’s ok too! We can grow with your business over time.

Do you offer discounts on multiple sites?

Yes, we offer bulk discounts if you want to manage several sites. We also support agencies, and would love to chat with you about how we can serve your clients!

Do you have an affiliate program?

Not yet, but it’s on the roadmap. If you want to become a FixUpFox affiliate, contact us today.

We do offer commissions for referrals. Fill out our affiliate form if you’ve made a referral.

Do you white-label your service?

We do offer white label service.  If you have a specific request relating to white-labeling or something else that we can do for you, contact us today.

What if my question is not covered above?

If you can’t find the answer to your question in any of the FAQ’s here, send us a message and we’ll respond ASAP.

Ready to Partner with Us?

Let’s discuss a customized partnership that empowers your agency and delights your clients. Contact us for a personalized consultation and learn more about our tailored plans for marketing agencies.

With FixUpFox, you’re not just outsourcing IT tasks; you’re elevating your agency’s WordPress capabilities.